Tasked with the creation and management of an appointment setting business function. Trained staff using a question-based, client focused approach to emphasise problem finding and solving. This was achieved through call review and training, and script writing. This approach led to more engaged and positive customer outcomes.Implemented business processes to aid lead nurture work through automatically generated text message reminders, significantly improving show up rates.

Oversaw appointment setting operations in Auckland, Wellington and Christchurch. This included directly managing 10 setters, and two team leaders in other regions.Created and automated a monthly leaderboard, with tied in bonuses to improve employee recognition and foster motivation.Created KPIs and systems to track them on autopilot. These were reviewed regularly, and helped us to spot issues with inefficiencies, or decreases in quality fast and take corrective action, and vice versa.

Created internal PowerBI dashboards, which involved gathering requirements, understanding technical specifications, and iterating based on feedback.Involved in improving internal data cleaning processes by developing manuals, and other supporting resources, giving suggestions, and training data administrators to take over the process. Managed and completed timely data requests and the release of the Government Housing Dashboard and Public Housing Quarterly Reports.Developed tailored housing market statistics to support land acquisition decisions by internal stakeholders.

Contributed to the creation of a data store for various government housing programs by cleaning and loading Excel reports. Sped up the data cleaning process by creating a new SQL load script, excel templates, and a simpler folder management approach.