Experience

Fives ECL

• France
• Industrial Machinery Manufacturing
• 300 - 400 Employee

• Team Leader

  • Apr 2013 - Present

   Managing 38 staff members within the HD Manage the queues to ensure that all Service Levels are being met  Manage all complaints from beginning until end within the HD. Work very closely with the Technology Supervisors on areas of improvement that are required for both sides of the business.  Monthly Catch Ups and PDP’s created to ensure consistency of performance ( this was something that has never been implemented in here before)  Created a better training structure within the HD, appointing a staff member to be the main trainer as part of his PDP development Interviewing of New staff and making sure that we have the correct type of person brought into the business.  Worked with staff to create a reporting system of the Service Levels, Phone statistics and Service Quality of Calls so that they know where they are with performance Implemented a Commercial Focus position within the HD, due to issues with the Chevron contract and the way that it was managed. This has created a positive relationship with Chevron.



Goodyear Dunlop New Zealand

• Licensing Manager

  • Jan 2011 - Sep 2012

   Managed expectations of all Licensees/Franchisees to ensure that they are receiving all aspects of services as per each individual agreement Completed all invoicing for 42 Licensees on a daily basis using SAP Managed all complaints from these business owners Managed 2 x AP/AR staff to complete Data Entry of invoices Trained all staff in processes and managed my expectation of their performance Worked closely with Service Managers to ensure that pricing was correct and that National Pricing Plans were monitored.  Worked closely with National customers such as Fonterra and Higgins to ensure that we were within Service Levels and meeting all tasks as per service agreements

• Human Resources Administrator and Recruitment

  • Feb 2010 - Jan 2011

  Was the HR admin for a team of 2 ( including myself)Completed recruitment of staff into Goodyear owned stores NationallyPrepared contractsWorked with all Managers in regards to requirements for their areas and offers once decided.Took all Managers through courses on how to manage staff and what the company expected from themTook all Managers through disciplinary courses and how to handle difficult staff Worked with managers to ensure that they knew how to work the PDP system, and what was expected with regards to managing their teams performance. Completed and was highly involved with 200+ redundancies within the company in conjunction with the relevant Manager



ANZ

• Queue Manager

  • Jan 2005 - Aug 2009

   Managed 4 x Queue Analysts (across the country) ensure SL’s were met across ANZ and National Bank Contact Centers.  On call each week to ensure that all Service Levels were being met and troubleshooting when required to meet the 80/30 target Monthly Catch Ups and PDP’s completed with all staff for consistency of performance and succession planning Liaison (weekly Management meetings) with all Site Managers to ensure that consistency was maintained across all Centers Managed all training within ANZ and NBNZ to ensure that balance was met of staff development whilst still maintaining customer service levels.

• Team Leader

  • Mar 2003 - Jan 2005

   Managed team of 10 – 15 phone staff and 5 admin staff Developed staff to ensure that they were in the right role and performing to required standard Managed behaviors following all ANZ HR policies Monthly catch ups and PDP’s with staff for continued development and consistent customer service Created monthly documents to be used by all leaders to ensure consistent reporting and record management



EDS

• Operations Leader

  • Mar 2001 - Jan 2003

   Managed the Night Operations 1600 – 0800 60+ staff (including 3x Supervisors) Created and managed rosters using excel. Worked with leaders to ensure that they were within budget of Leave requirements and Overtime Ensuring that all service levels were met across the Night business, reporting to Internal and External customers weekly on these measurements Created and managed all H&S in the Upper Hutt site Managed staff behaviors and supervised with leaders to ensure that HR policies and procedures were followed within guidelines Interviewing and hiring of staff with leaders of each department Budgets created and met for each department Business Improvement requirements to be met to ensure consistency and continued improvements within the night business.

• Team Leader

  • Feb 1999 - Jan 2003

   Lead a team of 40+ to ensure that processing of required work was completed within overnight timeframes Ensures that staff were trained in all aspects to ensure staff coverage for sickness and annual leave Monthly Catch Ups and PDP’s completed with all staff for consistency of performance and succession planning Working with the Operations Leader to ensure that all aspects of staffing, budget and quality were met