Customer Care Derlivery Unit - Senior leadership role dedicated to enhancing customer experience, increasing productivity, and reducing costs. My role is highly strategic, assessing and optimizing processes to empower customers through self-service and streamline internal workflows. I manage crafts responsible for executing initiatives, ensuring each team has the resources and support needed for success. Ultimately accountable for project outcomes, I foster robust relationships with crafts and leaders to drive alignment and continuous improvement. This role blends high-level strategy with hands-on collaboration, enabling a customer-centric approach across the organization.Responsibilities: 1. Strategic Planning: Identify gaps and develop improvement plans that enhance technology and efficiency. 2. AI-Driven Initiatives: Lead AI deployment for call categorization, migrating Outlook mailboxes into Dynamics 365, and conduct cost-benefit analyses for system alignment. 3. Agile Project Management: Delegate tasks post-QBRs, set goals, and assume responsibility for timely, successful task completion. 4. Cross-Functional Relationships: Build strong relationships with crafts and leaders, collecting feedback to support team efforts. 5. Customer Self-Service: Expand “Manage Booking” options for special requests, check-in actions, and flight changes. 6. Process Optimization: Create web forms to streamline customer info capture, reducing back-and-forth. 7. Business Intelligence: Enhance BI tools to ensure they’re robust, adaptable, and meet dynamic needs. 8. Change Support and Execution: Guide crafts in execution, supporting on-time project delivery aligned with strategic goals.

The role of an IT Business & Systems Analyst is aligning technology with business objectives and ensuring that IT projects deliver value to the organization. Act as a critical link between the business and IT, helping to improve processes, enhance efficiency, and drive innovation.During my time here, I've been involved in many projects. Below is a summary:1) Digitizing the way we report, assess, investigate and resolve Health & Safety incidents by deploying Eco-Portal across the business.2) Migration of newly acquired company L.G Anderson & Anderson and Flowers Business Systems to Booths logistics business systems including migration of the tenant.3) Migration of the FMIS system from MYOB & XERO to Oracle NetSuite across the finance department. 4) Merging of 4 Transport Management System into 1 in Operations.5) Establishing process champions across the organization to map our processes in a central repository6) Digitizing our forms and applying RPA methodology

As an Operations Analyst, I engaged with the management/ leadership team to analyze and improve various aspects of operations to enhance efficiency, productivity, and overall performance.

As a Service delivery auditor, the main responsibilities were to maintaining the integrity and effectiveness of government services in areas such as driver licensing and vehicle registration by ensuring that service agents comply with contractual obligations, maintain high service quality, and adhere to legal and security requirements, helping protect the interests of the government and the public.

As a Senior Case Officer, there was an expectation to have a deep understanding of New Zealand's driver licensing laws and regulations to ensure the proper issuance and management of driver licenses including but no limited to:1) Managing the processing of driver license applications, renewals, and other related transactions, ensuring that all documentation and requirements are met. 2) Ensuring that all driver license applications and renewals adhere to the applicable laws, regulations, and policies in New Zealand.3) Handling complex and non-standard driver license applications or cases, which may involve medical conditions, international licenses, or other unique circumstances.4) Providing guidance and support to junior case officers or clerical staff involved in driver licensing activities.5) Interacting with applicants and the public to address inquiries, provide information, and resolve issues related to driver licensing.6) Conducting reviews and quality checks on driver licensing applications and renewals to ensure accuracy and completeness.7) Investigating cases of potential fraud, misrepresentation, or non-compliance with licensing requirements, and taking appropriate actions as needed.8) Maintaining accurate and up-to-date records of driver licensing applications, renewals, and related activities.9) Preparing reports and recommendations for management regarding process improvements, policy changes, or other operational enhancements.10) Assisting in the training and development of junior staff members, ensuring they understand and can apply driver licensing policies and procedures.11) Conducting audits and monitoring activities to ensure that case officers and agents involved in the driver licensing process follow established guidelines and regulations.12) Implementing new policies and procedures related to driver licensing as directed by the government or agency.

The main objective was to engage with members of the public using various communication channels to ensure that taxpayers and businesses in New Zealand understand their tax obligations, have access to the necessary information, and can fulfill their tax requirements.

As a Customer Service Team Manager at Bell Oceanic, my core focus is on leading and coaching a high-performing team to provide exceptional inbound customer services while prioritizing their personal growth and well-being. Join me in driving excellence in customer service within the dynamic telecommunications industry.

Main objective of the role was to make unsolicited phone calls to potential customers or clients with the goal of generating leads, sales, or appointments. The primary responsibilities and functions of a cold calling were to:1) Identifying and sourcing potential leads or prospects from various sources, such as lists, databases, or referrals.2) Making a high volume of outbound phone calls to contact potential customers or clients, often following a script or call guide.3) Presenting and explaining the features and benefits of a product, service, or offer to the person on the other end of the call.4) Scheduling appointments, demonstrations, or follow-up calls with interested prospects for further engagement with sales representatives or other team members.5) Collecting and recording relevant information from the call, such as contact details, customer preferences, and specific needs or requirements.6) Addressing objections and concerns raised by prospects and providing persuasive responses to encourage interest and engagement.7) Accurately recording call outcomes, customer information, and call dispositions in a CRM (Customer Relationship Management) system.8) Ensuring compliance with telemarketing regulations and guidelines, including respecting "Do Not Call" lists and respecting prospect's preferences.9) Conducting follow-up calls or sending follow-up materials to nurture leads and prospects who expressed interest but were not immediately converted.10) In some cases, closing sales directly over the phone by securing commitments or purchases from interested prospects.11) Meeting or exceeding key performance indicators (KPIs), such as call quotas, conversion rates, and sales targets.12) Staying updated on product or service offerings, sales techniques, and objection-handling strategies to improve call effectiveness.13) Maintaining a polite and professional demeanor while interacting with prospects, even in the face of rejection or objections