Rob Gilmore Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

I oversee the account management of 600 accounting firms across New Zealand and ensure that every one of our customers through the B2B and B2C channels are well looked after and experience first class customer service with every interaction throughout their customer journey. I am responsible for growing revenue, brand awareness, educating & training internal and external stakeholders on our digital platform and product offering. My objective is to create long lasting partnerships where TMNZ is the first choice for all tax pooling and cashflow solutions.Year on year, I have exceeded revenue targets whilst maintaining a NPS score over 70%. I am a critical thinker and I'm always looking to challenge the status quo and innovate new ways of working in order to surprise and delight our customers.

Auckland, New Zealand

As the Sales and Service Team Leader I was directly responsible for ensuring that the skillset of my team constantly improved performance by way of ongoing development of staff and maintaining a positive culture within the business. During my tenure in the role, we increased performance consistently, whilst building sustainability into our recruitment processes and people cultures.  Managed a team of up to 17 direct reports Profiled attributes and behaviours that agents demonstrated in order to understand what they needed to be successful in their roles Identified core competencies from success profiling exercises to tailor recruitment processes Customised interview techniques and questions to highlight if a candidate would be a strong cultural fit and had the ability to perform in their role Assisted in screening candidates and performed reference checks when required Encouraged wellbeing and healthy work life balances by ensuring direct reports managed their annual & sick leave effectively Performance managed individuals who were not meeting expectations within their roles and sought to identify barriers and root causes and issues that may be hindering them in their work environment Consistently met, monitored, and exceeded KPI’s and significantly increased overall client retention levels and sales volume Determined areas of improvement for cost control and aided in business wide changes to go green Worked with team members directly to increase individual performance and set goals with regular check-ins Analysed data to identify consumer behaviour and trends in order to put through changes and recommendations to improve products and customer satisfaction Handled escalations from customers who were unhappy with their recent interactions with the company and looked to offer mutually agreed upon solutions

Auckland, New Zealand

The Technical Trainer position allowed me to get first hand experience with learning and development. I was able to test myself by being in front of a classroom and ensure that new employees felt comfortable and accepted into their new environment.  Assisted with induction and orientation for new to Tower employees to ensure that they felt welcomed when they first joined the business Authored details step and actions that outlined key processes and associated business roles for new inductees to learn from Co-facilitated trainings in a class room environment with up to 12 attendees  Reviewed data from online testing and provided feedback to individuals and their line managers for future development and improvement

Auckland

This position was my first exposure to being a leader. I was directly responsible for 7 sales agents whose primary function was to ascertain what a customer’s need was and how we could fulfil that need by offering one of our various products. The role allowed me to explore and develop my coaching, training and mentoring skills. Reviewed phone calls and provide feedback and coaching based off customer verbatim Drive sales campaigns and seek to maximise sales revenue via company incentives Analyse sales data and identify areas in the sales pipeline where we may be losing opportunities Coached ‘Integrity Selling’ techniques to improve customer interaction and conversation Reviewed marketing campaigns of other companies and look to differentiate ourselves with our own offerings Tracked performances of individual agents and have regular catch ups and one on ones to discuss progress and work on future goals

Auckland, New Zealand

A step up from my last position where I primarily focused on sales and not customer service. This role allowed me to work closely with my manager to develop my own leadership skills.

Auckland, New Zealand

The frontline voice of the company. Entry level role assisting customers with payments, making adjustments to their policies and answering general enquiries.

Bachelor'S Degree, Human Resources Management And Services

Certificate Iv In General Insurance (Fns15)