Experience

Stats NZ

• New Zealand
• Information Services
• 700 & Above Employee

• Senior Manager - Design, Planning & Insights

  • Mar 2022 - Present

  Leading the Design, Planning & Insights functions for end to end operational design and management of Stats NZ social and business surveys

• Planning & Performance Manager

  • Mar 2020 - Mar 2022



Southern Cross Health Society

• New Zealand
• Insurance
• 700 & Above Employee

• Sales Support Manager

  • Jan 2019 - Mar 2020



Stats NZ

• New Zealand
• Information Services
• 700 & Above Employee

• Team Manager - Capture & Logistics

  • Apr 2018 - Jan 2019

• Planning & Performance Leader

  • Jan 2018 - Apr 2018

  Managing a team of 'Collection Analysts' responsible for:• End to end collection planning for all business surveys• Collection review and analysis• Forecasting & scheduling for multiple business units• SAS/Salesforce reporting• Documenting and creating process and procedures• Leading productivity meetings• Managing stakeholder relationships across various levels of the organization to ensure business goals are achieved

• Senior Collections Analyst

  • Apr 2017 - Jan 2018

  • End to end collection planning• Collection review and analysis• Forecasting & scheduling for 40 person contact centre• Driving efficiencies through reporting • Documenting and creating process and procedures• Leading daily productivity meetings• Managing stakeholder relationships across various levels of the organization to ensure business goals are achieved



Bupa

• United Kingdom
• Hospitals and Health Care
• 700 & Above Employee

• Corporate & International Services Leader

  • Sep 2015 - Dec 2016

  My corporate team manages the end to end operational experience provided to our Corporate & International clients and partners nationwide support. My team comprises of 12 direct reports.The team effectively delivers a premium end to end customer experience to ensure satisfaction.

• Real Time Reporting Analyst

  • Jan 2014 - Sep 2015

  This position is responsible for maintaining effective real-time planning, across all Customer Service contact centres, Claims & Administrations teams and the Outsource partnership for 300+ FTE.The role includes SCRUM Management, daily planning, contingency planning, real-time monitoring, and intervening and directing intervention on behaviour as well as detailed analysis recommendations on service improvement. To produce regular reporting regarding the performance of each work unit, including suggested enhancements or recommendationsThis role is critical in delivering information that enables informed decision making. As such, the role is instrumental in creating and sustaining a culture that is in accordance with each team’s quality and targets. Show less

• Customer Service Team Leader

  • Jul 2011 - Jan 2014

• Customer Operations Specialist

  • Sep 2008 - Jun 2011