Ruth Uri Email & Phone Number

Auckland, New Zealand

SaaS products for Fleet Management in the Transportation industry.

New Zealand

Auckland

Transformed Service Centre Operations, through restructure, to reflect Customer Success structure catering for customer segmentation focused on key touchpoints across the End to End customer journey - Onboarding, Sales Operations, Technical Support and Enterprise Implementation across the AU and NZ regions. #Customer experience #Customer journeys #User personas #Buyer personas #Career pathways

Auckland, New Zealand

Skills expansion role to build customer experience/agile craft knowledge. Developed in-depth customer insights through mapping out customer journeys to identify pain points and work with key stakeholders to make service and/or product improvements. Facilitated workshops with stakeholders and customers using various methodologies - User Centred Design Canvas, JUCCI framework,

Auckland, New Zealand

Managed a team of up to 30 Complex Support Specialists, within a 150 seat Contact Centre, that provided technical support and provisioning services for up to 3.1 million customers. Created a centralised Duty Management system to improve SLA/response times for inbound queries including telecommunication complaints, escalations and requests for technical/provisioning processing requests.

Airedale Street, Auckland City

Managed a team of 25 Tech Support Specialists providing "one stop shop" support for customers subscribing to the Tech Wizard service. Reduced operational costs by $250k pa through reassigning evening support to our offshore team alleviating the onshore FTE requirement during these hours. Created a centralised escalation processing service, to assist the leadership team, to maintain SLA response times.

Auckland, New Zealand

Managed the Contact Centre of up to 30 staff. Developed and implemented the operational plan to transition the National Contact Centre from a multi site model to a centralised hub of shared scheduling services including staff changes, reviewing performance targets and coordinating training requirements.Our Contact Centre's primary role was to schedule carers to provide in home care and support for clients choosing to live independently. Inbound call centre with a difference with portfolio teams that provided services by region. Enabled each region to have a dedicated client support which improved service response times answering (ASA), managing (AHT) and resolving (ACW) client queries.Achieved all operational plan goals and moved onto my next career challenge working at Spark.

Auckland

• iiNet is one of the largest Internet Service Providers in Australia. I was part of the 300+ Auckland team. Lead, developed and coordinated a team of 10-12 customer service consultants.• The customer service teams were the ‘face of iiNet’ providing technical support for our internet services/products including billing/account enquiries – from sales/sign ups to ongoing maintenance to customer churns.• In the telecommunications industry we're renowned for moving as fast as technology develops – where customers expect us to know the answers to their questions and/or where to get those answers. We specialised in “awesome” and achieving the ultimate customer experience - our trademark and our point of difference!

Auckland

Growing up in NZ (GUINZ) is a 20 year long research study collecting information on families growing up in NZ. The information collected will help to influence and shape future policy development in all areas affecting families and associated demographics. I was contracted by Auckland UniServices as a Research Interviewer/Lead to co-ordinate weekly activities for my team to enroll new participants for the study and also conduct in-home research interviews.Enlisted target demographic (pregnant women) by working in shopping malls, community markets in central/south Auckland through to Hamilton. Scheduled and conducted in-depth research interviews at home with participants via laptops. This contract role allowed me to work during my pregnancy, up to and after my baby was born in 2010.

Auckland, New Zealand

Managed a small team within a service and sales contact centre covering purchase orders, consignment tracking, dispatch queries, credit management, marketing promotions, monthly reporting, maintaining service level agreements and internal stakeholder relationships primarily with the credit, sales, export and warehousing teams.My husband passed in November 2007 and a year later I was in a new relationship expecting a baby. I opted to leave and secure a contractor role which allowed me greater flexibility between work and maternity commitments.

Auckland

During this time I decided to do temporary contract work to allow me flexibility to take care of my husband diagnosed with terminal cancer. I had contracts with Commercial Roadskills as a part time office administrator, HRV Ventilation Systems as an in-home Sales Consultant and No Commission Property Sales as a Marketing/Sales Consultant.

Auckland

Managed a team of admin and Project Management staff responsible for managing and increasing their social housing portfolios across the Northland/Auckland to Hamilton regions.Assessed/approved funding applications for social housing based on priority and allocated budget available.Housing solutions developed included sourcing/purchasing/modifying suitable properties to comply with specific needs of each community group, financial returns on investments were achieved and associate funding commitments approved by health funding authorities.Managed both internal/external key stakeholder relationships with community groups, service providers, social agencies and financial investors etc

Auckland, New Zealand

Conducted social housing assessments for tenants interested in participating in the Healthy Housing Program within the three designated pilot areas in Auckland. Coordination activities included relocating families to temporary housing whilst their state housing property was redesigned and all construction work completed.

Auckland, New Zealand

Skills expansion temping role to allow time to balance child care and work commitments.

Auckland, New Zealand

Managed a social housing portfolio of up to 250 tenancies - responsible for regular property inspections, arranging urgent/responsive and programmed maintenance, working with social housing clients completing social housing assessments, resolving rental queries, payment arrangements for rental arrears, mediating neighbour/tenant disputes etc.

Auckland, New Zealand

• Team Leader for ten call centre staff implementing a new policy initiative. My responsibilities included co-development of call centre management strategies with targets focusing on revenue collection, credit control management, implementation of the Northland Community Liaison strategy, overall performance management of staff and the associate business portfolio.

Wellington, New Zealand

Prince2 Agile Certification, Project Management, Pass - Certification

Diploma Social Housing Management, Social Housing Policy & Operational Management, Graduate

Public Sector Management Certificate, Public Sector Management Including Policy Analysis, Operations & Financial Management, Graduate

Assignments included practical work placements at: Ministry of Education - Public Policy Team working on the Beginning Teacher Policy 1:20.