Richard Harrison

Richard Harrison Email and Phone Number

Asker of questions, challenger of assumptions, general troublemaker. @ Auckland Transport
auckland, auckland, new zealand
Richard Harrison's Location
Auckland, Auckland, New Zealand, New Zealand
Richard Harrison's Contact Details

Richard Harrison work email

Richard Harrison personal email

n/a
About Richard Harrison

Richard Harrison is a Asker of questions, challenger of assumptions, general troublemaker. at Auckland Transport. Colleagues describe him as "Richard is an extremely motivational and influential leader. I had the pleasure of reporting to Richard in two different roles and Richard's guidance has certainly shaped the direction of my career, and my concious decisions! If I ever recall or pass on a piece of advice to a member of my team, 9 times out of 10 it is something that I learnt from observing Richard's fantastic leadership qualities and people skills. Richard is supportive, encouraging and brings out the best in his teams. Thank you Richard." and "I had the privilege of working for Richard within Geek Squad. Richard’s ability to understand the commercial and operational aspects of a business whilst still championing the “voice of the customer” are exemplary. He never loses sight of the customer impact and continuously strives for better efficiency and ROI. One of the best manager’s I have had and, has an excellent work ethic."

Richard Harrison's Current Company Details
Auckland Transport

Auckland Transport

View
Asker of questions, challenger of assumptions, general troublemaker.
auckland, auckland, new zealand
Website:
at.govt.nz
Employees:
1693
Richard Harrison Work Experience Details
  • Auckland Transport
    Group Manager Growth & Optimisation
    Auckland Transport Dec 2023 - Present
    Auckland, New Zealand
    Leading the strategic growth and improvement engine for bus, train, ferry, on-demand and active modes. We know that Aucklanders want their public transport services to be easy, dependable, and deliver value for money. We're helping get there by delivering initiatives to grow patronage, and providing divisional programme management, business planning, change management, plus insight, analytics and reporting.
  • Auckland Transport
    Manager, Metro Optimisation
    Auckland Transport Mar 2022 - Dec 2023
    Auckland, New Zealand
    Reset and grew the team to be the continuous improvement team for the public transport group. Covering alignment with strategic goals and business planning, timetable improvements, performance insights, agile project delivery, accessibility improvements and change management.
  • Auckland Transport
    Manager, Metro Service Operations
    Auckland Transport Oct 2017 - Mar 2022
    Auckland, New Zealand
    Joined to lead a new shared services teams for bus, train and ferry operations. Built a team to co-ordinate real-time operations and disruptions management across the PT network, developed insights into service performance and cost optimisation, improved our engagement with impairment communities and improved experiences for customers with accessibility needs, then worked on our response to the COVID pandemic.
  • Spark New Zealand
    Digital Adoption Programme Lead (Fixed Term)
    Spark New Zealand Jul 2017 - Sep 2017
    Auckland
    On a mission to help the Customer Channels team get ready for our digital future. Reporting to the GM Customer Channels with responsibility for developing and driving our strategies for digital adoption and first contact resolution, assessing cost reduction opportunities and delivering contact centre structure changes.
  • Spark New Zealand
    Head Of Channel Planning & Operations
    Spark New Zealand Nov 2013 - Jul 2017
    Auckland, New Zealand
    Leading the operations team in customer services. Responsible for resource planning, sales and service performance, change management, commercial performance, and operational reporting. Working with teams in voice, chat, social, back office, home working and outsource across multiple locations in New Zealand and offshore.
  • Inview Technology Ltd.
    Head Of Service Operations
    Inview Technology Ltd. Mar 2011 - Oct 2013
    Northwich, United Kingdom
    Responsible for development and implementation of the customer support strategy for Inview's smart TV software. Created a customer support function with the aim of driving product improvement and delivering localised support to distributors and consumers across Europe.
  • Talktalk
    Head Of Resource Planning & Management Information
    Talktalk Nov 2009 - Apr 2010
    Preston, United Kingdom
    Joined to consolidate the resource planning teams from TalkTalk, AOL, Onetel and Tiscali into a single team capable of supporting the whole group. Responsible for contact centre resource planning, scheduling, real-time performance and management information to 27 in-house and outsource contact centres in the UK and overseas. I led a team of 70 planning specialists in four locations. Made redundant in a major restructure that removed two layers of management.
  • Geek Squad Uk
    Head Of Service Operations
    Geek Squad Uk Mar 2008 - Nov 2009
    Preston, United Kingdom
    Part of the start-up team that launched the Geek Squad brand in the UK in a joint venture between Carphone Warehouse and Best Buy. Responsible for frontline tech support and after-sales support functions. As the consumer tech support division of the Carphone Warehouse Group we primarily helped customers to setup laptops and smartphones, and to resolve wifi/broadband issues. Led the in-house and outsource contact cente operations, quality assurance team (NPS measures and FSA compliance), change management function and IT support for proprietary scheduling and CRM systems.
  • Carphone Warehouse
    Customer Service Manager
    Carphone Warehouse Mar 2005 - Mar 2008
    Warrington, United Kingdom
    Set-up and ran two contact centres in the North-West. Responsible for inbound customer service and support teams including correspondence and retention. Led 300-500 FTE across up to three sites, with line management of a team of Contact Centre Managers. Managed client relationships for internal and external clients including O2, Vodafone and Marks & Spencer.
  • Carphone Warehouse
    Contact Centre Manager
    Carphone Warehouse Feb 2003 - Mar 2005
    London, United Kingdom
    Managed three departments while in this role, each of 60-100 FTE. Gained experience in inbound customer service, insurance, correspondence and complaints management.
  • Carphone Warehouse
    Team Manager
    Carphone Warehouse Aug 2002 - Feb 2003
    London, United Kingdom
  • Prometric
    Team Leader
    Prometric Sep 2001 - Aug 2002
    Sydney, Australia

Richard Harrison Education Details

Frequently Asked Questions about Richard Harrison

What company does Richard Harrison work for?

Richard Harrison works for Auckland Transport

What is Richard Harrison's role at the current company?

Richard Harrison's current role is Asker of questions, challenger of assumptions, general troublemaker..

What is Richard Harrison's email address?

Richard Harrison's email address is ri****@****govt.nz

What schools did Richard Harrison attend?

Richard Harrison attended Harvard Business School Online, University Of West London.

Who are Richard Harrison's colleagues?

Richard Harrison's colleagues are Sarah Miles, Ryan Clarke, Antara Borkakoty, Hayley Cooper, Richard Mcbride, Tina Qu, Steve Willis.

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