Experience

Mercury NZ

• New Zealand
• Utilities
• 700 & Above Employee

• Manager Partnerships and Projects

  • Apr 2023 - Present

  Partner with internal and external key stakeholders including NGOs to develop sustainable payment solutions for vulnerable Mercury customers. Test new product propositions that balance social and commercial outcomes. Challenge status quo and collaboratively build a culture of high performance across all payment solutions teams.

• Customer Acquisition Sales Manager

  • Sep 2020 - Apr 2023

  A transformational people leader with a proven track record of delivering results and building high performing teams within Sales, Operations and Contact Centres. Key impact areas Change management  Staff engagement  Inbound/Outbound sales Agile ways of working  Budget management  Cost optimisation  Pre-pay power Debt management

• Sales Manager Inbound Sales

  • Jun 2016 - Sep 2020

  Report to the Head of Mass Market Sales. Accountable for the growth of mass market customer numbers through acquisition, retention and through targeted sales campaigns on the inbound channel.



BOSCO CONNECT LIMITED

• New Zealand
• Computers and Electronics Manufacturing
• 1 - 100 Employee

• Customer Service Manager

  • May 2014 - May 2016

  Build and re-design the customer experience framework for Bosco and Tiny Mighty brands whilst managing a distributed team of Branch Managers from key provincial towns in New Zealand. Build and re-design the customer experience framework for Bosco and Tiny Mighty brands whilst managing a distributed team of Branch Managers from key provincial towns in New Zealand.



Mighty River Power

• New Zealand
• Utilities
• 100 - 200 Employee

• Commercial Service Manager

  • Jul 2013 - Dec 2013

  A fixed term,change management project to build a culture of high performance and enhance staff engagement in the Commercial contact centre. KPIs were specfic with an incentive component for successful completion of the project. . A fixed term,change management project to build a culture of high performance and enhance staff engagement in the Commercial contact centre. KPIs were specfic with an incentive component for successful completion of the project. .



Bosco Connect

• Auckland, New Zealand

• Operations Manager

  • Oct 2012 - Jun 2013

  Bosco Connect is a boutique retail brand of Mighty River Power who specialise in supplying power to the apartment segment and selected provincial areas within New Zealand.. Report to the Chief Operations Officer managing the billing, operations and customer experience functions. Bosco Connect is a boutique retail brand of Mighty River Power who specialise in supplying power to the apartment segment and selected provincial areas within New Zealand.. Report to the Chief Operations Officer managing the billing, operations and customer experience functions.



Mighty River Power

• New Zealand
• Utilities
• 100 - 200 Employee

• Service Delivery Manager

  • Oct 2011 - Sep 2012

  Report to the GM New Retail managing Large Commercial (LCOM) billing and customer experience.

• Collections Centre Manager

  • Nov 2008 - Sep 2011

  Headed the inbound and outbound credit teams whilst managing the Operational and the Contact Centre division of Mercury Energy’s pre-pay Electricity product GLO-BUG

• Credit Manager

  • Nov 2008 - Aug 2009

  •Implemented measures to enhance collection efficiency in the inbound team resulting in reduction of Mass market debt. •Introduced outbound calling into the inbound structure as a part of the debt recovery process•Integrated prepay power in to the collection structure to enhance debt recovery

• Service Manager - Mercury Energy Contact Centre

  • Oct 2006 - Oct 2008

  •Evaluate day to day performance of CSRs against their KPIs and assist in their training and development•Resolve customer complaints in a timely manner. •Manage CSR performance by implementing relevant HR practices. •Conduct half yearly performance reviews and annual salary reviews for members in the team. • Staff development •Contact Centre reporting .