As the Customer Experience Manager at Safety 'n Action, I lead a team of 13 dedicated to enhancing customer satisfaction and driving organizational growth. My responsibilities encompass managing a diverse team of Customer Experience Representatives & Sales Support, to ensure seamless service delivery and robust sales support.Key Responsibilities:Team Management: Oversee a team of 10 customer experience representatives, 3 sales support representatives, fostering a collaborative and high-performing work environment.SaaS Implementation: Spearhead the rollout of a new SaaS email ticketing platform, enhancing internal processes to elevate service levels and streamline communication.Strategy Alignment: Ensure customer service strategies are aligned with organizational targets and revenue growth objectives, driving continuous improvement and customer-centric initiatives.Knowledge Management: Develop and implement comprehensive internal knowledge bases and training programs to guarantee consistent adherence to processes and high-quality service delivery.Performance Improvement: Focus on improving the total turnaround time for email responses, achieving faster and more efficient customer interactions.Customer Journey Mapping: Utilize customer journey mapping to drive voice of customer strategies, ensuring that customer feedback is integrated into service improvements and strategic decisions.

As Managing Director at iTelco Limited, I was responsible for leading the growth and strategic direction of the business, with a focus on developing and expanding our B2B telecommunications portfolio. Key responsibilities included:Spearheading the acquisition and management of high-value strategic B2B accounts, including the successful onboarding of New Zealand's largest Physio Rehab Business.Overseeing a broad range of solutions under the iTelco brand, including Voice, Broadband, Fixed Wireless, Softphone Solutions, Omni-Channel SaaS, SMS, Networking, and Hardware offerings.Developing and implementing customer experience strategies, leveraging journey mapping, feedback mechanisms, data insights, and technology to ensure optimal customer interactions and satisfaction.Managing the P&L, aligning financial objectives with operational efficiency and long-term growth strategies.Driving innovation by leveraging technology to create real-world solutions and ensure the business stays ahead of market trends.Leading a customer-focused approach across all aspects of the business, empowering teams and employees to deliver value-driven solutions.My focus is on fostering a culture of innovation and continuous improvement, ensuring that iTelco remains at the forefront of the telecommunications industry through strategic growth, operational excellence, and a deep commitment to customer satisfaction.

Sales Acquisition and Retention across Business to Consumer, Business to Small Business & External Channel Partnership Management.Team: • Inbound Sales• Outbound Sales• Small Business Sales• Retention • NPS Team• External partnerships teamKey responsibilities included: • Driving B2C and B2B acquisition through multiple sales channel strategies.• Drive reduction in customer churn through our Retention team.• Meticulous financial management, sales tracking, and KPI reporting• Working closely with our marketing teams to drive CX strategy, using data insights from CSAT and NPS to assist in issues that drive customer churn. Numerous awards won at the CRM awards: • CRM Awards 2022 1st Place - Customer Retention – Slingshot• CRM Awards 2022 2nd Place - Customer Retention – Orcon• CRM Awards 2022 1st Place – Outbound Business to Consumer – Slingshot• CRM Awards 2021 2nd Place - Outbound Business to Consumer - Orcon• CRM Awards 2021 1st Place – Outbound Business to Business – Orcon• CRM Awards 2021 1st Place - Customer Retention – Slingshot• CRM Awards 2021 2nd Place - Customer Retention – Orcon• CRM Awards 2021 2nd Place – Outbound Business to Business – Orcon• CRM Awards 2021 3rd Place - Outbound Business to Consumer - Orcon• CRM Awards 2021 1st Place – Outbound Business to Consumer – Slingshot• CRM Awards 2020 3rd Place - Outbound Business to Business - Orcon• CRM Awards 2020 3rd Place - Outbound Business to Consumer - Slingshot• CRM Awards 2020 1st Place - Customer Retention - Orcon• CRM Awards 2020 2nd Place - Customer Retention – Slingshot

Multi Brand Consumer Support Services - 150 Seat Call Centre across two sitesTechnical Support TeamsCustomer Service Support TeamsLearning and Development TeamCustomer Resolutions TeamWorkforce Planning TeamCRM Awards 2019 2nd Place - Customer Support Services - SlingshotCRM Awards 2019 1st Place - Contact Centre with over 50 seats - SlingshotCRM Awards 2017 1st Place - Best Technical Helpdesk - Slingshot

FMCG Wine Sales - 50 Seat Call CentreInbound Customer Service TeamsOutbound Sales TeamsTraining and Recruitment TeamsMultiple CRM Awards won in both Best inbound customer support and Outbound Business to consumer

News Paper Sales

Technical Support for Telecom Xtra