Experience

• 

  AMP

  • Commission Consultant

    • Oct 2014 - Present

• 

  BP

  • Wellington

  • RUC Administrator

    • Nov 2011 - Aug 2014
    • Wellington

    Responsible for the finance administration and customer service functions relating to Road User Charges (RUC) administration. • Liaising with external and internal customers and suppliers• Processing applications for finance • Managing accounts payable processes for RUC, HR and Finance• Process documentation and process improvement• Project work for RUC legislative changes (SME) and internal process improvement projects• Other general finance administration• Proficient with MS Word, Excel, Visio, Outlook, SAP, LANDATA

• 

  AMP

  • Quality Coach and Trainer

    • Sep 2006 - Feb 2011

    Quality Coach and Trainer, AMP Financial ServicesAugust 2009 – January 2011Responsible for quality assessment (QA) of calls and emails, for all Customer Service Consultants and Wealth Solutions Advisors (direct sales and financial advice) in a 50+ seat Contact Centre.• Assess contact against quality framework, score and provide feedback, using associated systems (e.g. CISCO & NICE).• Maintain QA records and report results.• Develop improvement plans, provide ongoing coaching and work with Team Leaders to improve quality, compliance, sales and retention skills of the staff. • Responsible for escalated contacts and resolution of complaints. • Developing and delivering training to new induction groups for a range of topics and products, as well as ad-hoc training for other staff to address knowledge gaps. • Seconded to project team in Auckland to deliver training to new integrated customer services team from Nov 2010.Senior CSC / 2IC, AMP Financial ServicesAugust 2008 – August 2009Senior CSC is 2IC to the Team Leader Inbound (phone and email). All responsibilities of a Customer Service Rep (as below) with additional expectations and tasks such as: • Managing escalated calls• Side by side coaching of team members• Call marking and feedback• Leading team meetings• Interview panel for recruitment• Delivering some training.Customer Service Rep, AMP Financial ServicesSeptember 2006 – August 2008Financial Services Inbound (phone and email) customer service responsible for:• Manage enquiries and process tasks relating to a broad range of financial products and services. • Selling directly to customers over phone and by email, retain business at risk of leaving, and strengthen relationships with Adviser and brokerage network.• Meeting productivity, utilisation, quality and sales targets (30+ KPIs).