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Summary

I am a skilled and experienced problem-solver with a proven ability of successfully managing a variety of projects. I am a capable communicator who values accuracy and clarity. My focus is on developing long-term relationships while delivering immediate results. I will work consistently at a very high standard with attention to detail while taking the initiative and working independently. I am a team player and I believe that I am a positive and well-motivated person who can relate well to a wide range of people. I'm seeking a challenging position, where adding value is central to the organisation’s success.

References

Available on request

Interest

  • Family
  • Travel
  • Shopping
  • Snowboarding

Education

Feb 2002Nov 2004

Bachelor of ArtsPsychology

Victoria University
Psychology Major

Work History

Feb 2013Present

Service Level Manager

Fujitsu New Zealand Ltd

Company Overview:

Fujitsu Australia and New Zealand is a leading service provider of business, information technology and communication  solutions. Fujitsu partner with their customers  to consult, design, build, operate and support business solutions.

Responsibilities:

  • Analysing process streams and identifying and driving continuous service improvements.
  • Monitoring and reporting on complex data from the Fujitsu service management system.
  • Managing the monthly financial processes by analysing and reporting on projects and contracted services including coordinating all teams’ reporting to produce monthly invoices for presentation to the customer. This also includes cost analysis across the account each month.
  • Building and maintaining internal and external relationships and services.
  • Monitoring and reporting on process improvements and team performance to ensure KPIs and service levels are achieved and results are maintained.

Accomplishments:

Platinum Service Award - Continuously outstanding contribution to Fujitsu New Zealand and the Ministry of Justice.

Apr 2015Jun 2015

Service Delivery Manager

Fujitsu New Zealand Ltd

I completed a 3 month secondment to the role of Service Delivery Manager to the Ministry of Justice Account.

Responsibilities:

  • Building and maintaining internal and external relationships and services.
  • Ensuring all systems and processes in place ensure effective service delivery.
  • Coordinating and managing the escalation and resolution of incidents through to satisfactory resolution.
  • Innovating and improving services, processes and relationships.
  • Leading 20-50 people to ensure services are provided in an effective manner  as well as providing direction and ensuring the team achieve their objectives and to constantly improve the service quality.
  • Identifying, monitoring and reporting on process improvements and team performance to ensure service levels are achieved and results are maintained.
  • Continuous Service improvement activities across all supporting services.
  • Management of account profitability
  • On-boarding of new service offerings and improvements on existing services, ensuring all supporting services are engaged and requirements are linked and communicated to all resources as required.
  • Working with the Ministry of Justice to understand their IT priorities, and develop a Service Delivery Plan that aligns with these requirements.

Achievements:

ITIL Foundation 2011 v3.

Bronze Service Award - Acknowledgement of the support provided to internal Teams  in the short period of time in the role.

Jun 2005Jun 2006

Call Centre Team Leader

Invo Ltd

Responsibilities

  • Provide support to the Call Centre Solutions Advisors for the successful management of customer queries relating to the Ministry of Education’s TELA Programme and all related programmes undertaken by Invo.
  • Liaised with internal and external parties to help solve the queries and ensure a high level of detail and accuracy is maintained for each solution.
  • Manage daily Contact Centre activities including inbound and outbound phone calls to ensure high service standards and customer satisfaction levels.
  • Managing customer orders using internal systems and providing support to Call Centre staff for escalated customer queries.
  • Monitor and record Contact Centre performance and report Contact Centre activity to meet contractual requirements.
  • Maintain effective working relations with the Senior Management of the Ministry of Education, Invo and all other related parties, including Finance and Hardware suppliers.
  • Maintained Call Centre training manual.
  • Carrying out call quality assessments to ensure excellent customer service was consistently delivered.
  • Maintain the Call Centre environment and comply with appropriate health and safety requirements.
  • Completing Performance development plans and conducting performance reviews for 4 direct reports.
Nov 2004Jun 2005

Administrative Assistant

Invo Ltd

Responsibilities

  • Customer services management including following up customer to determine satisfaction with recent service activity
  • Stock management including ordering and receipt of stock and parts received to internal systems and stock takes.
  • Package and despatching goods to clients and maintaining courier records.
  • Liaise with clients, suppliers, repair centres and internal staff as required, to ensure timely administering of Indemnity and Insurance Claims for Laptops and Projectors.
  • Daily maintenance of all Indemnity claim details.
  • Invoice creation and production daily.
  • Manage petty cash, office supplies or any staff requirements.
Jun 2007Dec 2011

Operations Manager

Invo Ltd

Company Overview:

Contracted to the Ministry of Education for the successful management of the TELA scheme and other related programmes.  TELA provides laptops and data projectors to eligible New Zealand teachers. The brands included in the scheme are Toshiba, Hewlett Packard, Apple, Sony, Panasonic, Epson, and Acer.

Responsibilities:

  • Managed team of 11 staff including warehouse staff onsite and remotely.
  • Successfully built and maintained internal and external relationships.
  • Coordinated and managed escalation for all customer queries including supplier purchase orders, invoices and warranty queries and disputes.
  • Vetting new Suppliers including due diligence, negotiating contracts, RFP, Tender submissions, standards and services agreements.
  • Supplier coordination and liaison including accounts reconciliation, contract and performance monitoring and reporting.
  • Continuous Service and process improvement.
  • Maintained and reported on contracted deadlines and service level agreements both internal and external parties.
  • Developed and maintained end-to-end Procurement solution including purchasing of devices, Inventory,  Warehouse  and Supply Chain management.
  • Managed customer, supplier and distributor orders and stock using tailor-made ERP software systems.
  • Liaised with the software development team and major business stakeholders to ensure quickly changing business requirements and processes were fit for purpose, scoped, developed and updated in the software systems.
  • Creation and maintenance of User training documentation and staff training for the software systems.
Jun 2006May 2007

Business Analyst

Unified Software

Company Overview:

Unified Software has been contracted to develop software for the Ministry of Education's TELA Scheme. A programmed application and four websites were developed and customised for the management of the scheme by the Ministry of Education and contracted parties including Hardware Suppliers

Responsibilities:

  • Data cleansing and database maintenance.
  • Software Testing.
  • Analysis and documentation of business requirements.
  • Communication with internal and external stakeholders.
  • First point of contact for all software queries and bug fixing.
  • Creation and maintenance of User training documentation and staff training.
    Jan 2012Feb 2014

    Parental Leave

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