Roxane Whitcombe Email & Phone Number

New Zealand

I have successfully managed and optimized transmission performance metrics while ensuring adherence to contractual agreements. My proficiency in analysing performance data, establishing key performance indicators (KPIs), and driving continuous improvement initiatives has consistently contributed to the success of organizational objectives.-Spearheaded performance management initiatives, ensuring adherence to contractual obligations and key performance indicators (KPIs) -Develop and implement robust monitoring frameworks to track contract performance metrics, facilitating timely identification of risks and opportunities for improvement.-Drive contract review meetings with stakeholders to analyze performance data, address concerns, and develop action plans for optimization.- Collaborate closely with procurement, legal, and operations teams to streamline contract processes, mitigate risks, and enhance overall efficiency.- Lead contract modifications and amendments to align with evolving business needs and performance objectives.-Foster a culture of collaboration and knowledge-sharing among team members, promoting a unified approach towards project delivery excellence.- Prepared and presented regular performance reports to senior management and key stakeholders, highlighting achievements, challenges, and opportunities for optimization.

Specialize in optimizing IT contracts to drive efficiency and innovation within the transport sector. My expertise lies in aligning contractual requirements with technological advancements, fostering collaboration between IT and transport stakeholders, and ensuring seamless operations through effective contract management practices.- Collaborate closely with IT vendors and transport technology providers to define contract requirements, ensuring alignment with business objectives and regulatory standards.-Develop and implement contract performance measurement frameworks, incorporating key performance indicators (KPIs) to monitor service delivery and adherence to contractual obligations.-Facilitate regular performance review meetings with IT and transport stakeholders, providing actionable insights and recommendations to optimize contract outcomes.- Act as a liaison between IT and transport teams, fostering collaboration and knowledge-sharing to drive innovation and operational excellence.

Palmerston North

Accomplished professional with a comprehensive background in optimizing agent performance, refining key performance indicators (KPIs), and ensuring meticulous audit and compliance standards. My expertise encompasses leveraging data-driven insights to enhance agent productivity, establishing and monitoring KPIs to drive continuous improvement, and conducting thorough audits to uphold regulatory compliance and organizational integrity.- Developed and maintained performance measurement frameworks, incorporating leading and lagging indicators to evaluate contract performance against established KPIs.-Led Agent Performance through Agent monitoring (transaction and service delivery to customers) and compliance. - Led DR and BCP set up/relationship management with third party stakeholders. - Delivered a new Agent Audit program through self certification and compliance. - ISO9001 approved for on site auditing- Implemented solutions and business Improvement outcomes to operational issues across the NZTA Agent Network.

Forecasting and Scheduling for a 24/7 Call Centre. 180 days, day to day and intra day forecasting, Contract Management and Relationship management.Performance monitoring of the Contact Centre inline with SLA for 27 Councils who were provided Afterhours and Emergency Cover. BCP for PNCC and 27 local councils

Event Management - co-ordinator of Manawatu Contact Centre Cluster Awards for 2 years 2010/2011, AdministrationExecutive Assistant to GM of Executive Support, PNCC LT Support to Business Development Executive (incl RFI/RFP). Project Involvement - RWC2011, Performance Review of Contact Centre. Relationship Management activities - liaison with 27 local councils - performance reporting. BCP for PNCC and involvement in support of Contact Centre creation for Red Cross and Missing Persons contact centre from the Feb 11 Christchurch Earthquake

Park Checks and Pool checks, questionaries of public spaces and use.