Rob Murphy Email & Phone Number

Hamilton, Waikato, New Zealand

Hamilton, New Zealand

Genesis Energy is a government mixed-ownership enterprise with a diverse electricity generation portfolio. Genesis Energy supplies 19 per cent of New Zealand’s electricity from its thermal and renewable power stations. It is also a significant energy retailer supplying electricity, gas and LPG to more than 660,000 customers across the country.This role involves working on a wide range of pan-organisational cultural, wellness, and learning initiatives, and has included aspects of leadership, design, development, and facilitation. I also provide support through technical skills such as Articulate Storyline mentoring, SharePoint site creation and maintenance, videography, photography, and simple graphic design.Key achievements have included creating a training plan and related collateral, and providing guidance around training implementation for a major CRM transition. The training component of the CRM change project was successfully executed and the whole project was recognised internally as an outstanding success. I also led a small project team which revised, tailored, and facilitated a series of personal development workshops to a wide range of staff across multiple business units and levels. This included six unique workshop topics, achieving a Net Promoter Score of 42.In addition, I procured a contract with a third-party multimedia production company, managing the relationship, providing creative direction and coordinating multimedia content for an inaugural company-wide awards evening. This included prior communications and media shared back with the wider business after the event. I also consulted to the Customer Excellence business unit in the redesign of their learning programme to transition to online learning, managed learning content design and build for the implementation of a new risk framework and redesigned and implemented a new onboarding programme for new starts.

Hamilton

This role involved designing and developing a range of collateral to build capability as part of learning, compliance, or communication solutions. I was also involved in learning needs analysis, programme design, and facilitation. Key achievements included designing and developing a new Corporate Site Induction eLearning module (resulting in a more meaningful and memorable induction experience) and designing, developing, and implementing an onboarding website and process, including the Corporate Site Induction module, Sharepoint site, and LMS components. This onboarding package allowed staff and their leaders to be supported through a consistent and manageable experience, at the same time ensuring critical legal and ethical considerations were addressed.I also conducted a needs analysis with Genesis Energy’s Operational Excellence Centre, resulting in the co-design and implementation of a blended learning solution to cross-skill approximately 20 of their CSRs. This initiative added flexibility to the workforce to meet variable workloads.As well as this, I performed camera work and other production activities during the three-day shoot for a video for the revised Generation Core Induction. This video was a key feature of a more streamlined, modern, and engaging approach to the existing induction.

In this role I was responsible for a range of learning and development tasks, with my work primarily focusing on supporting our Customer Excellence and Customer Operation Centres (Contact Centre and support functions) and corporate sites. During my time in this role I stood in to lead the team for a number of extended periods.Key responsibilities in this position included learning needs analysis/performance consultation, eLearning, classroom, and blended learning design and development for adults, and designing and developing performance support material (online and physical). I also facilitated and evaluated learning with a range of group sizes (including to third party agencies), provided feedback to contracted L&D developers, performed audio engineering, editing and videography and designed and developed animations.

Sitel Group is a leader in the delivery of traditional and transformational customer experience management. Its comprehensive and innovative solutions help its clients to effectively harness the industry’s explosive digital transformation.Sitel operated a customer service centre for Genesis Energy, where I was responsible for evaluating the performance of Customer Service Representatives and providing feedback and coaching to them.Key responsibilities included scheduling call evaluations and evaluating inbound customer calls, providing feedback and coaching to CSRs, including development plans, communicating with team leaders around CSR performance, managing variable workloads and designing and trialing new marking metrics for call evaluations (subsequently adopted by the business).