Work History

Work History
2009 - Present

Manager Client Service Delivery

Ministry of Economic Development

Leading a team of 50 staff to deliver client services on behalf of the MED. This includes the Contact Centre and eBusiness teams (channel managers, content writers and technical team).

I am responsible for driving strategy on behalf of multiple stakeholders with current projects including:

  • Client engagement via Web and Gov 2.0
  • Web services and open data for the Companies Office www.businessdata.govt.nz
  • Reducing processing overhead via Optical Character Recognition implementation
  • Business Intelligence Reporting
  • Implementing an organisation wide CRM tool to reduce overheads and increase responsiveness
  • Establishing a satellite contact centre

Achievements in this Role:

Establishing our Contact Centre as the Government to Business Service Delivery Hub

Managing a consistently high performing team which delivers independently recognised exceptional service on behalf of multiple brands.

Successfully managing change, restructuring the team to align with organisational objectives.

Adding four new stakeholders to our business and positioning the centre as a supplier of choice for New Zealand government to business interactions.

Researching and establishing a screen sharing service delivery tool, reducing customer support costs by 40% and markedly enhancing client experience and satisfaction.

Implementation and support of igovt support services in New Zealand's first large Government Department to implement igovt logon.

2008 - 2009

Manager, Contact Centre

Ministry of Economic Development

Responsible for managing a 30 seat Contact Centre which services 14 business unit stakeholders. We handle over 350,000 client contacts per year via telephone, email, self service and social media. Key aspects of the role include:

  • Service delivery ownership, fundamentally ensuring that clients get the right answers first time and we deliver on the Ministry brand.
  • Strategic planning of our service delivery, including the appropriate way for clients to contact us to minimise costs and maximise client experience.
  • Accountable for and management of a multi-million dollar budget.
  • People leadership, developing people, succession planning and leading the team to achieve our strategic objectives.
  • Culture and environment leadership, ensuring that the team enjoys their job, working environment and feel a sense of belonging to the MED team.
  • Business continuity planning, alternate answer sites and remote access to service delivery.
  • Project Management of projects which affect not only the Centre but the businesses we support, often managing projects with multiple parties involved.

The Government Business Units we support include:

Achievements in this Role:

The Companies Office our major stakeholder has been independently voted New Zealand's Most Helpful Government Department in 2007 & 2008.

Designed and implemented a Web 2 strategy for the New Zealand Companies Office. The Companies Office is renowned for leading the way in technology and service delivery, this strategy has been copied by other government departments:

Created and implemented an sms channel for one of the business units we support and released this to other stakeholders increasing service levels, response times and reducing costs.

2006 - 2007

Team Leader

Ministry of Economic Development

Managed a team of 12 and the day to day business needs of two of our biggest stakeholders. Key aspects of this role were:

  • Project management
  • Stakeholder relationship management
  • Product support management
  • Staff management
  • Innovation in service delivery

Achievements:

Implemented ISO certification (quality framework) into the Contact Centre

Developed business objective 'Giving clients more than they expect'

Designed and released a new knowledgestore

Education

Education
2001 - Present

Workbased Skills and Leadership Development

Various topic specific courses and training including Prince2 project management

Various management and leadership assessments and courses including outward bound leadership

1998 - 2000

BSc

University of Canterbury