Wayne Brown Email & Phone Number

Wellington, Wellington Region, New Zealand

This is my current role and it’s a line of work I enjoy immensely. It enables me to build relationships across many different facets of a large business, within the public sector. I’m able to freely communicate ideas across levels, be it with our front-line staff, up to our management teams. The majority of the role is overseeing our contact centre and making sure we meet our customer needs as best we can. This involves allocating tasks and assessing future training and staffing requirements. We go down to the minute detail, like making sure breaks don’t overlap too heavily, to larger scale aspects like booking meetings across all our kaimahi within a tight timeframe. Within our team we also forecast expected volumes and predict how to best manage times where the workload will be heavy. We are often expected to work alongside our vendors, to make sure our telephony platform is running as expected. Other teams within our business look to us to report and provide relevant information on our performance and other aspects of contact centre life.

Lower Hutt, Wellington Region, New Zealand

This role was something that took me outside of my comfort zone and taught me a lot. When I started in this role it was new to the business. I helped to set the role up from scratch, from scripting calls to creating contact list. The bulk of the work involved was warm calling a client base to reorder or sell in products along with building rapport with our retailers. The business has a strong personal development focus, which meant I was able to spend time learning more about analytics, finance, activation, and field work. This role involved speaking with clients who first language was not English. This helped me improve my communication style so I could explain complicated things to a variety of people. I utilized Excel, SAP and a web2txt based systems daily. My greatest achievement in this role was being part of a team that internationally, was the only team able to make profit with our vape product.

Wellington, Wellington Region, New Zealand

At Concentrix I was a technical advisor for a wide range of popular electronics. Within four months of being on calls I was moved to a senior advisor role. This role involved software troubleshooting with customers over the phone across the Asia Pacific regions. In this role I honed my understanding of compliance, internal policies and protecting confidential information. On my calls I endeavored to show empathy but also looked at every situation from a business perspective and stay within our scope of support. My customer interactions were mostly involved software troubleshooting but could spill over into consumer law, complaints, repairs, and refunds. This role allowed me to finesse my problem solving and communicative skills.

Lower Hutt, Wellington Region, New Zealand

I started this role part time as a barista; when I left after seven years, I was the cafe manager and head baker. The main take-aways from this job were learning to manage people in a small/medium sized team and effectively using my time – often in high pressure situations. My role was high trust and included responsibilities like money handling (floats, refunds, etc.…), hiring and training staff, creating rosters, and resolving staff/customer issues.