Experience

Touchpoint Group

• New Zealand
• Data Infrastructure and Analytics
• 1 - 100 Employee

• Client Manager

  • Mar 2023 - Present

• Account Manager & Business Development Manager

  • Nov 2017 - Jun 2023

  Helping our clients achieve real results in reaching out and engaging with their customers is what we excel at. Using our powerful Omni-Channel platform to embed loyalty, Increase Revenue, Reduce Churn and get real value for real R.O.I is what we love to do. Account Management & Business Development• Operating as the lead point of contact for all matters specific to allocated accounts• Helping customers through email, phone, online presentations, screen-share and in person meetings• Building and maintaining strong, true & long-lasting customer relationships• Overseeing customer account management, including negotiating contracts and agreements to maximize profits• Developing trusted advisor relationships with key accounts, key customer stakeholders and executive sponsors• Ensure the timely and successful delivery of our solutions according to customer needs and objectives• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas• Forecast and track key account metrics (e.g quarterly sales results and annual forecasts)• Prepare reports on account status• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis• Liaise between the customer and internal teams• Project management and customer resolutions skills Show less



Wesfarmers Industrial and Safety

• Australia
• Retail Office Equipment
• 200 - 300 Employee

• Internal Accounts Sales Manager

  • 2015 - Nov 2017

  Leading a team of 15 internal account Managers with an existing portfolio of clients to help customers achieve their Health and Safety, engineering and packaging goals. Leading a team of 15 internal account Managers with an existing portfolio of clients to help customers achieve their Health and Safety, engineering and packaging goals.



Salmat

• Australia
• Advertising Services
• 700 & Above Employee

• Team Leader

  • Apr 2015 - Aug 2015

  Team Leader and mentorship for various company collaborations such as I.R.D, Sony and Fly Buys. Team Leader – I.R.D Project • Team Leader for the I.R.D project with Salmat on I.R.D site. • Driving continuous improvement of direct reports through effective hands on coaching and mentoring. • Meeting all KPI’s as a team and site. • Assisting with the recruitment of new agents. • Helping with weekly site operational reports that are directly viewed by the client. • Implementing rewards and recognition programmes that drove positive agent performance. • Liaising with non Salmat I.R.D Team Leaders to find the best resolution for any issues that may arise Team Leader. Sony Project (Australasia) • Team Leader for the Sony Australia and New Zealand Contact Centre. • Driving continuous improvement of direct reports through effective coaching and mentoring using the GROW and WWHO models. • Helping the contact centre change priorities and structure. • Implementing rewards and recognition programmes that drove agent performance. • Planning and implementing team meetings and training courses. • Encouraging, mentoring and coaching agents to achieve and surpass the required service levels and deliver consistent, excellent customer service. • Provide timely feedback to the Contact Centre Manager regarding agent performance, agent development, and any issues that will improve or hinder the agent’s performance. • Encourage excitement and advocating for all Sony promotions and brand campaigns • Helping implement new CRM system with all agents. • Mentoring other campaigns on how we reached success in NPS. • Helping in the recruitment process. Level Two Support-SONY • Level Two technical support for Sony Australia and New Zealand. • Handling customer’s queries and ascertaining the best possible resolution. • Remote Log Me In support and Level Two AV and IT support. • Winning Agent of the Month and Agent of the Quarter (Jan-April 2012) FlyBuys Project Supply Coordinator Show less



THE SCOTSMAN GROUP INC

• United States
• 1 - 100 Employee

• Facilities Manager

  • Apr 2009 - Aug 2010

  • In sole charge of managing a team of 10 staff • Managing Financial budgets and forecasting the financial revenue for the week. • Managing the time sheets and training staff in the activities of the business • In sole charge of managing a team of 10 staff • Managing Financial budgets and forecasting the financial revenue for the week. • Managing the time sheets and training staff in the activities of the business



Hillhead Cricket Club

• Glasgow, Scotland, United Kingdom

• Professional Cricketer / Coach

  • Apr 2009 - Jun 2010

  Professional Cricketer/ Coach • Performing under pressure, playing at representative level in Scotland • Coaching all ages and skill levels. • Communicating and developing skills amongst different skill sets Professional Cricketer/ Coach • Performing under pressure, playing at representative level in Scotland • Coaching all ages and skill levels. • Communicating and developing skills amongst different skill sets



Maxxium New Zealand

• Auckland, New Zealand

• Merchandiser

  • Mar 2006 - Apr 2008

  • Supply chain management of a number of key brands • Placing importance on just in time asset management • Planning the distribution of Point of Sale to a number of key distributors around Auckland • Conducting meeting with other members of my team, briefing them on the next steps in the planning process • Supply chain management of a number of key brands • Placing importance on just in time asset management • Planning the distribution of Point of Sale to a number of key distributors around Auckland • Conducting meeting with other members of my team, briefing them on the next steps in the planning process