EStevan DeCastro

Experience

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  Previous Work Experience

  Jan 1987 - Feb 2011

  Previous Work Experience

  • Restaurant – Providing exceptional customer service as a waiter in several high end restaurants in Auckland, New Zealand for 4 years• Catering – Providing exceptional customer service and event management for high end catering companies in Toronto, Canada for 10 years• Theatrical Production Companies – Working as a Production Assistant in Toronto, New York, London, and Sydney on big-budget Music Theatre productions for ten years. Really Useful Company | Cameron Macintosh Ltd. | LIVENT Canada | Mirvish Productions | Disney Show less

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  AA Insurance NZ

  Feb 2011 - May 2015

  Department Analyst, led projects, and provided support to Team Leaders.- Designed, delivered, and maintained the “Wash-Up Project” for the Canterbury Earthquake response - checking settlements against industry payments to ensure apportionment of funds were accounted for. - Analysed performance and statistics to identify trends and focus on opportunities for customer response improvements. - Created Board reports, call audited consultants, created and delivered training, created communication updates for the company, and provided analysis and recommendations on telephony and business results to assist Management and Team Leaders. Show less Led projects involving the analysis of existing Home/Contents/Marine/Automotive policies, rewriting them to include feedback from internal sources and competitor comparisons. - Project managed changes to existing products. Reviewed portfolios and provided recommendations on improvements and opportunities.- Rewrote policy wording changes to eliminate problem areas in line with competitor analysis and company insight. - Undertook analysis and recommendations on departmental workflow and implemented solutions to restructure tasks. Show less Worked alongside Managers to coordinate and help run three separate departments. - Assisted in setting up a new Call Centre in Hamilton resulting in better alignment, clarity of process, and gains in efficiency for all sites. - Created and improved processes to simplify running of the Call Centres. - Streamlined and improved reporting and analysis to align consistency over three separate departments and sites.- Streamlined and Improved departmental communications, meeting agendas, and aligned existing resources with other departments to deliver clear uniformed message delivery. - Conducted a review of schedules liaising with Workforce Planning to recommend optimal schedules for maximum availability and coverage. - Managed engagement committees across three sites delivering events that improved staff engagement within budget and on time. - Provided mentoring and support to Junior Team Leaders resulting in better clarity of role, professional development, and maturity of team leadership.- Created in depth Team Leader Handbook to assist new Team Leaders adapt to their roles. - Conducted a review of the Sales & Service sick leave process, delivering enhanced procedures that saw a reduction in absenteeism. - Facilitated a “Communications Forum” and utilised the results to design an internal intranet website to distribute focused business information more efficiently. Show less Leadership of 12 consultants. Coached, mentored, and developed team working on service and sales via telephone, internet, and web based systems. - Delivered timely customer and company communication, ensured high service levels through training and monitoring of consultants, achieved operational targets, created reports highlighting development, and improved existing procedures to deliver the company purpose imbued with a strong company values focus.- 91% Kenexa engagement score. - Mentored two team members into their roles as Team Leaders. - Consistently delivered highest department team call audit scores (93% avg.) and produced exceptional sales and service results. Show less

  • Senior Contact Centre Team Leader - Sales and Service

    Dec 2014 - May 2015

  • Reinstatement Specialist/Business Analyst - Earthquake Team

    Sept 2013 - Dec 2014

  • Business Improvement Specialist - Product Development

    Feb 2013 - Sept 2013

  • Operations Specialist - Sales and Service

    Mar 2012 - Mar 2013

  • Junior Contact Centre Team Leader - Sales and Service

    Jun 2011 - Mar 2012

  • Sales and Service Consultant

    Feb 2011 - Jun 2011
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  Chorus NZ Limited

  Apr 2015 - Dec 2017

  Customer Support Manager | Customer Care Team Manager

  Managed multiple functions and channels including Social Media, Phone, Email, Complaints Management, and Customer Service. - Designed and delivered restructure of Customer Care teams resulting in increased productivity and improved customer service experience.- Lifted performance through development, coaching, and training of Senior Specialists (Team Leaders) to lead their teams, provide layered support across the department, improve the customer service experience, and drive for first contact resolution with simple solutions. - Quadrupled departmental workload capacity from 2.5k to 10k per month.- Developed Social Media team from 2 to 7 to utilize marketing opportunities and deliver superior customer experiences with attention to company tone of voice in an evolving digital environment. Interactions increased from 1k to 6k per month.- Empowered, motivated, and trained a resilient team of Specialists to provide advanced customer support in a highly technical environment utilizing networking, strong customer relationship focus, and managing stakeholder’s needs effectively. - Raised Aon Hewitt engagement score from 36% to 84%.- Developed and maintained departmental reporting and provided analysis and insight to focus company efforts on continuous improvement opportunities.- Created and delivered “Aged Case” process to ensure customer complaints were actioned within an acceptable time frame, reducing workload by two thirds and increasing customer satisfaction. Show less

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  Spark New Zealand

  Apr 2018 - Mar 2020

  Scrum Master and Coach to three Scrum teams; Premium Support, Skinny Mobile, and Spark Ventures; helping develop strong Agile growth mindsets aligned to deliver customer-value based initiatives aligned to channel/company QBR plans. Managed a team of up to 30 employees looking after Premium Product help desk working in an Agile environment. Scrum Master for Premium Support team. Escalation management, stakeholder Management, change management, recruitment, performance management.

  • Customer Support Scrum Coach

    May 2019 - Mar 2020

  • Premium Support Team Manager

    Apr 2018 - May 2019
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  Vodafone New Zealand

  Mar 2020 - Aug 2021

  Coaching Tribes to become top performing using Agile and modern business methodologies with an aim at aiding better delivery and performance outcomes. Worked with Base Growth Marketing Tribe coaching 1 Tribe Lead, 4 Product Owners, 1 Chapter Lead, 2 CoE Leads, 5 Squad Facilitators, and a Tribe of around 60. Organised company BRP and worked with Tribe on QBR and all Tribe ceremonies. Advised on changes and improvements and administered Tribe Monday.com board and account. Facilitated Business Agility Practice Jira Scrumboard and ceremonies. Show less

  • Agile Coach

    Apr 2021 - Aug 2021

  • Delivery Coach

    Jul 2020 - Apr 2021

  • Scrum Master

    Mar 2020 - Jul 2020
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  ASB Bank

  Aug 2021 - now

  Ways of working Agile coach

  The Agile and Lean Enterprise coach for the Lend and Protect enterprise tribe centered on business and home lending and Insurance. 300+ in the tribe, 30+ squads, 5 work streams. I help the tribe align on their agile and bank specific delivery approach to their ways of working.