Work History

Work History
Jan 2013 - Present

National Manager | Customer Experience and Quality

Ministry of Business, Innovation and Employment

As part of the integration of three contact centres within the Ministry of Business, Innovation and Employment I led a program of work to standardise our service delivery processes and enhance contact centre and end-to-end service delivery. I now run the Customer Experience team whose projects and accountabilities include;

  • Workprogram management
  • Service design based on customer and business outcomes
  • Systems thinking and design
  • Stakeholder engagement 
  • Continuous improvement capability and processes
  • Business continuity management for Ministry contact and processing centres
  • Business intelligence - system management, development and reporting

Education

Education
Jan 1998 - Jan 2000

Bachelor of Science | Psychology, Management Science

University of Canterbury

Skills

Skills

Business Analysis