Experience

Black Pearl Mail

• New Zealand
• IT Services and IT Consulting
• 1 - 100 Employee

• Global Implementation and CX Manager

  • Feb 2021 - Present

  Black Pearl transforms traditional signatures into a marketing channel. No code needed, just beautiful signatures complemented with marketing banners and analytics to make every email more effective. Our strategic goals require rapid customer growth supported by data-driven products and internal business decisions. My role includes leading & supporting change management initiatives to create and drive efficiency gains, creating and effectively executing operating procedures with a data powered mindset, and identifying & acting on opportunities for success, on a global scale. Show less



ezyVet

• New Zealand
• Software Development
• 200 - 300 Employee

• APAC Regional Support Customer Manager

  • Apr 2019 - Jan 2021

  ezyVet is a New Zealand based SaaS Company that provides a veterinary practice management solution.• Manage a team of high performing individuals based out of Auckland• Shared responsibility with the Global Head of Support – acting as lead on cross-functional projects, and providing insight through analytics, trend analysis and data-driven decisions• Deliver improvements to operational effectiveness, service quality and identify gaps within existing procedures through process improvements, team structure, and assisting with the management and planning of new feature rollouts• Spearheaded improvements of internal onboarding process, taking the average of 84 days to 56 days to onboard successfully • Increased employee NPS from -22 to 67 in a span of 8 months Show less

• Global Head of Support at ezyVet

  • Oct 2017 - Apr 2019

  • Advocate for 30,000+ users in New Zealand, Australia, The United States, China, Indonesia, South Africa, Guam and across Europe. Managed a team of 20; including 2 regional TLs, tier 1 to tier 2 support levels, based in NZ and the UK.• Deliver improvements to operational effectiveness, service quality and identify gaps within existing procedures.• Work closely with developers, product owners, sales, and marketing to identify improvements needed in the system to drive updates, prioritize features, &and manage product requests.• Primary change management agent for the Support function, creating and managing roll-out of over 80% of the global team processes• Implemented team incentive scheme driven by successful achievement of global team-based KPIs such as response times and CSAT Show less

• Senior Support Specialist

  • Aug 2016 - Oct 2017

• Implementation and Support Officer

  • Aug 2015 - Aug 2016



Cotton On Group

• Australia
• Retail
• 700 & Above Employee

• Sales Assistant

  • Oct 2009 - Mar 2015

  With a vision to take the Aussie lifestyle to the globe, and do some good for the world along the way, working for Cotton on was a great stepping stone to improving people skills, learning how manage and organize a number of staff across different locations and was a great way to network and meet people from different backgrounds. My time at Cotton on gave me the opportunity to develop time management skills, establishing priorities and delegating effectively. I learned to effective prepare budgets and drive success with my team to reach targets. 18,000 people. 8 brands. 22 countries. 1,500 stores. And counting. Show less



The University of Auckland

• New Zealand
• Higher Education
• 700 & Above Employee

• Student Mentor

  • Jan 2011 - Dec 2012

  Tuakana is a mentorship programme led by senior mana Moana students (tuākana) who are dedicated to supporting teina (new students) to find belonging and success during their studies. Tuākana run weekly drop-in sessions and regular workshops to aid students in their studies and shared kai and korero throughout the year to foster whakawhanaungatanga within the Schools and Faculty Student mentor for the Faculty of Science School of psychology, mentoring stage one students in topics involving learning and behaviour, neuropsychology and cognitive functioning through the Tuakana Programme. Show less



Dilworth School

• New Zealand
• Primary and Secondary Education
• 1 - 100 Employee

• Receptionist

  • May 2010 - Dec 2011

  Receptionist part time for the Dilworth Trust Board associated with Dilworth School. Receptionist part time for the Dilworth Trust Board associated with Dilworth School.



Hutchinsons Ltd

• New Zealand
• Food and Beverage Services
• 1 - 100 Employee

• Accounts Receivable Assistant

  • May 2007 - May 2009

  With an exceptional stable of the finest food and chilled brands, Hutchinsons is one of New Zealand's leading independent grocery importers and a full service solution for brand owners across the globe wanting to market their products in New Zealand. My role included working directly with customers to ensure smooth transactions for service contacts, proficient in a number of accounting applications, and front of house experience. With an exceptional stable of the finest food and chilled brands, Hutchinsons is one of New Zealand's leading independent grocery importers and a full service solution for brand owners across the globe wanting to market their products in New Zealand. My role included working directly with customers to ensure smooth transactions for service contacts, proficient in a number of accounting applications, and front of house experience.