Experience

Chorus NZ Limited

• New Zealand
• Telecommunications
• 700 & Above Employee

• Product Development Owner - Consumer

  • Jul 2019 - Present

• Manager, Solutions Implementation

  • Apr 2017 - Present



Fisher & Paykel Appliances

• New Zealand
• Manufacturing
• 700 & Above Employee

• Customer Service Manager NZ

  • Sep 2015 - Mar 2017

  Leadership of the NZ Customer Service function, including Spare Parts, Warehouse, Factory Service, Product Installation Services.



Chorus NZ Limited

• New Zealand
• Telecommunications
• 700 & Above Employee

• Lead Service Delivery Manager

  • Jan 2014 - Sep 2015

  Leadership of a team of 9 Service Delivery Managers supporting Chorus customers across all products and services. Reporting directly to the Head of Service Delivery, I have overarching responsibility for a wide set of customers and a supporting role on our top tier accounts.

• Customer Incident Manager

  • Jul 2011 - Dec 2013

  Manager in the Assure (faults) team at Chorus, working to ensure timely resolution of faults and a positive end to end experience for our customersThis role involves managing a team of technical analysts to resolve customer issues and meet agreed service levels, engagement with key customers via regular meetings and of course those inevitable escalations. Note: role transitioned from Telecom to Chorus in October 2012



iWV (ICONZ-Webvisions)

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Care and Operations Manager

  • Jan 2010 - Jun 2011

  Senior Manager in charge of the Customer Care and Sales Operations teams across the ICONZ Group.

• Customer Care Manager

  • May 2009 - Feb 2010

  Responsible for managing all aspects of the ICONZ Customer Care Centre, including callflow, customer experience, staff and shift management, and implementing effective strategies to improve customer service for ICONZ and 2Day.com.

• Project Co-ordinator

  • Jan 2008 - May 2009

  Managing a range of different projects using PMI tools and techniques.

• Technical Support Team Leader

  • Nov 2005 - Jan 2008

  Day-to-day management of the ICONZ Technical Support Call Centre. Managing staff, shift times, monitoring call quality, handling customer escalations/complaints.