Experience

Invenco

• New Zealand
• IT Services and IT Consulting
• 100 - 200 Employee

• Compliance Technical Writer

  • Aug 2021 - Present



Vodafone New Zealand

• New Zealand
• Telecommunications
• 700 & Above Employee

• Content Producer

  • Oct 2013 - Present

  Responsible for writing, editing, and proofreading content while formulating a cross-platform content strategy. Managed internal communications within the business to ensure all channels are aware of changes made in the knowledge base and the digital and automation space. Other duties and responsibilities included:• Working collaboratively between cross-functional squads to develop new ideas, improve content production and optimisation capability.• Tracking web analytics to develop and implement a content strategy that drives high engagement.• Running and analysing multivariant tests to validate the best digital implementations and test changes.• Completing process mapping and support process improvements within the knowledge base and website.Key Achievements:Ÿ Selected as a squad facilitator to be responsible for scheduling and facilitating squad ceremonies. Ÿ Successfully delivered the Business Change of Ownership project, resulting in a great CX and UX journey for Vodafone staff and customers. Ÿ Served as point of contact for content requirements for all public-facing help channels and issues, including deployment of products, feedback from customers, and closure of services and staff issues. Ÿ Oversaw the improvements in current processes, resulting in streamlined processes with better savings for the business and improved customer experience. Ÿ Conducted analysis and provided insights and recommendations on opportunities for improvement, resulting in closing of old and redundant processes and implementing multiple improvements. Ÿ Earned the Lean Six Sigma certification for Vodafone University.

• Training Manager

  • Aug 2013 - Sep 2015

  Drew overall or individualised training and development plans that addressed needs and expectations. Identified and assessed future and current training needs through job analysis, career paths, annual performance appraisals, and consultation. Other duties and responsibilities included:• Conducting effective induction and orientation sessions.• Monitoring and assessing training program’s effectiveness and success.• Providing opportunities for ongoing development and resolved specific problems.Key Achievements:Ÿ Appointed to serve in this role at the same time as the Technical Writer role due to ability to lead and manage people and teams. Ÿ Reduced time by creating a shared timetable in SharePoint to update availability and expected trainings for trainers. Ÿ Streamlined the training process and justified the need to have both a manager and coordinator for the business to run smoothly.

• Retention Specialist

  • Feb 2011 - Aug 2013

  Communicated with customers and sales representatives and analysed customer behaviour. Gathered information about customer complaints and developed aggressive retention strategies based on customer feedback. Negotiated with customers to renew contracts and retain business. Wrote and presented customer behaviour reports.Key Achievements:Ÿ Awarded the Best Performer Award for 11 months in a row. Ÿ Saved above 90% of the customers when the target was only a 60% save rate. Ÿ Helped design a conversation guide for retention agents, called the iSAVE model.



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Technical Writer

  • Aug 2013 - Sep 2015

  Developed comprehensive documentation that met organisational standards. Created user-friendly content that met the needs of the target audience, using language insights that set users up for success. Other duties and responsibilities included:• Developing and maintaining detailed databases of appropriate reference materials, including research, usability tests, and design specifications.• Evaluating current content and creating innovative approaches for improvement. Key Achievement:Ÿ Ensured positive outcomes for business and customers by resolving a complex troubleshooting process, resulting in increased First Call Resolution and reduction in repeat calls, leading to significant savings for the business. Ÿ Set up logistics of the role and presented a business case to Vodafone NZ management to create 2 new positions for the business.



Reliance Life Sciences Pvt. Ltd.

• India
• Biotechnology Research
• 700 & Above Employee

• Laboratory Technician

  • Mar 2008 - Aug 2008