Experience

Foodstuffs North Island Limited

• New Zealand
• Retail
• 400 - 500 Employee

• • Jul 2020 - Present

  Responsible for In store Customer Experience,Loyalty and 3rd Party Marketplace Delivery Products.Maximising customer driven value using effective leadership and prioritisation of the in store technology product backlog.Share the product vision and work closely with the Business Owner and Scrum Master to ensure the team delivers value to the business. Work with key business and IT partners to develop strategic plans for the technologies impacting Members, Customers and Team members. A self-starter, with the ability to identify and pursue opportunities .Strong presentation and analytic skills, and a passion for improving consumer experiences using technology. Creator of user stories Partner with the scrum master to support scrum framework Delivering the why to the scrum teamHardware and software responsibilities:- Point of Sale- Self checkout - Payments- Frictionless checkout - Fuel - Loyalty Management systems - 3rd party Marketplace Delivery Experienced in all things in store operations for 2 years prior to an additional PO being on boarded :) Show less

• • Jun 2018 - Jul 2020

  The key accountabilities of my role are to work with stores and cross functional business teams to identify, develop and deploy sustainable store operational process and routines. Processes include end to end system changes that support new strategic initiatives, and those that challenge the ‘as is’ ways of working to reduce the cost of doing business within agreed targets.To develop, pilot and deploy Retail Store operational best practice across Foodstuffs NI stores within agreed areas of the store cost base. This includes the testing, validation and store impacts of system changes that change established best practice.The current projects I am responsible for are:Customer Experience at Self CheckoutLane Accountability (POS Balancing simplification) AlipayCheckout improvements - Business support and comms for the IT teamSupporting New store openings Recent achievements:Improving the customer experience at Self-Checkout - Self Checkout ToolkitsCreated , facilitated and delivered a full training toolkit to 195 attendees as a roadshow to retrain existing team members in best practice processes. This included e-learning , workbooks , manuals and videos. Additionally a toolkit for new attendants was also launched at the same time with the same collateral to ensure our team members are fully trained and feel confident in this space. Future of Self-checkout in small stores I was nominated for an internal award for providing a future plan for self-checkout in small stores.Values Awards (August 2019)Nominated for 2 value awards - In it together and Think Customer Show less

• • Jan 2017 - Jun 2018

  Training store office teams in business systems and process. Includes BAU office support post SAP deployment across all Foodstuffs store banners Pak n Save, New World and Four Square.Providing store support when stores have cash recyclers installed.Providing cash balancing support.Assisting in store change of ownerships.Volunteering at new store openings. Achievements -Wrote and facilitated a 1 day regional course for stores in GR/IR management (SAP).Wrote a 1 day course for payment management in SAP.Created templates for the team to use when communicating with stores.Completed On the Job trainer course with a 100% pass mark. Show less



Mitre 10 (New Zealand) Limited

• New Zealand
• Retail
• 700 & Above Employee

• • Jun 2016 - Jan 2017

  Responsible for all Support Centre AR functions as well as project work and process documentation and improvements for the finance function

• • Nov 2014 - May 2016

  Create, improve and write all operations business processes. Including creating Operational Toolkits for deployment of new initiatives such as online shopping using Adobe in-design

• • Aug 2012 - Nov 2014

  Managing credit applications and payments for 6 company owned stores Delivering process documentation and enhancements as and when requiredWeekly , monthly and adhoc reporting



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• • Aug 2009 - Jul 2012

  Managing team of 12 Credit Risk & payments Analysts to meet all company KPI'sDelivering process enhancements and projects as and when requiredWeekly , monthly and adhoc reporting

• • Jun 2008 - Jul 2009

  Provisioning of fixed line and broadband connectionsDelivering process enhancements and projects as required



Ihug (Vodafone NZ Limited)

• Ihug

• Customer Services Representative

  • Aug 2007 - Jul 2008

  General billing and tech support customer services General billing and tech support customer services