Experience

Telnet Services Limited

• New Zealand
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Head of Strategic Growth

  • Sep 2020 - Present

  As Head of Strategic Growth, I'm responsible for helping Telnet's new and existing clients transform their contact centres, creating increased customer satisfaction and significant business value. Telnet is New Zealand's largest outsource contact centre, capable of delivering solutions to any size organisation across a wide range of verticals.

• Programme Manager

  • Jan 2017 - Present

  Telnet is New Zealand largest outsource contact centre and has two large outsourced contact centres in Auckland along with a large nationwide Home Worker employee workforce. Reporting to the Chief Operating Officer with functional responsibility and full accountability for effective and efficient project management and optimisation of new client implementations, high profile government projects while ensuring I meet and exceed customer expectations.

• Manager, Client Experience

  • Apr 2016 - Jan 2017

  Reported to the Chief Client Officer, where I managed the Continuous Improvement Team who were responsible for increasing operational and client efficiencies on proven and new strategies, reducing cost and standardising processes across the Business.

• Account Manager

  • Mar 2013 - Apr 2016

  Reported to the Chief Client Officer, my responsibilities were managing the Inbound Utilities Division which generated a large percentage of Telnet’s revenue, including other key clients such as Z Energy, Electoral Commission, Magshop and Snapper. After 18 months, I was seconded to manage Telnet’s Outbound Sales Division which consisted of clients such as Genesis Energy, Sovereign, Life Direct and Legacy Life, while my portfolio still included Z Energy and the Electoral Commission. Within one year, my inputs had seen an increase in revenue which was gain through collaboration with the key stakeholders within Telnet and always looking to grow existing business opportunities.



AIA

• Hong Kong
• Insurance
• 700 & Above Employee

• Risk Portfolio Manager

  • May 2010 - Mar 2013

  AIA\Sovereign Insurance is New Zealand’s largest life insurer. The Compulsory Business Division oversees Employers who provide mandatory insurance to their employees. This unique role encompassed Relationship Management with key Brokerages na AON NZ, Marsh, and high value influential Independent Brokers throughout the country; setting up new agencies and tailored insurance plans; annual reviews, ensuring cases were accurately underwritten and assessed at claim time. AIA\Sovereign Insurance is New Zealand’s largest life insurer. The Compulsory Business Division oversees Employers who provide mandatory insurance to their employees. This unique role encompassed Relationship Management with key Brokerages na AON NZ, Marsh, and high value influential Independent Brokers throughout the country; setting up new agencies and tailored insurance plans; annual reviews, ensuring cases were accurately underwritten and assessed at claim time.