Kelsey Nichols

Experience

• 

  Massey University

  Nov 2009 - Feb 2010

  Summer Studentship - Institue of Natural Sciences

  Monitoring the post-translocation dispersal of Duvaucel's geckos on Tiritiri Matangi Island.- Installation & monitoring of tracking tunnel grid, expanding over time as translocated individuals dispersed from the release site.- Set up & use of funnel traps to catch, identify, weigh & measure adult & juvenile individals to confirm breeding success & monitor overall population health.

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  Massey University

  Aug 2010 - Jul 2015

  - Practical teaching in a range of lab courses including Cell Biology, Animal Biology and Plant Biology, Microbiology, Biochemistry of Cells and Applied Science for Health Professionals. Running lab sessions of up to 60 students.- Leading a team of lab demonstrators to achieve specific learning outcomes.- Supervising and marking tests and practical assessments.- Preparing equipment, reagents and specimens for multiple labs, up to 320 students per week. - Maintenance of lab equipment. Show less

  • Laboratory demonstrator, supervisor and technician

    Feb 2011 - Jul 2015

  • Research Assistant

    Aug 2010 - Feb 2012
• 

  Vodafone New Zealand

  Nov 2015 - Apr 2021

  End to end delivery of Improvement projects, including:- Implementation of RPA to identify key words and send relevant responses to customers that respond to their system-generated e-bill. Previously, these replies went nowhere and customers did not get any response.- Creation of an online refund form to provide a digital, self-service channel for our customers. Collaborated with the RPA team to build and integrate RPA with the form, to increase efficiency of refund processing, reduce SLAs and minimise non-value-add tasks for the team.- Delivery of a new webpage & online disconnection form to improve CX and encourage use of self-service channels. Built in deflection from chat bot to direct customers to the new form. Introduction of customer communications to ensure regulatory compliance. Process Improvement to reduce rejection and close a gap that previously led to failure of the process.New Service Models - X Squad & Arohia.- Design & implementation of an Improvement Framework based on Agile ways of working.- Facilitation of Agile ceremonies including daily check ins and Retrospectives. - Coaching teams in the use of Kanban boards to raise impediments and drivers of poor CX. CX Interlock – connecting CX issues with delivery Squads.- Creation of an Opportunity Canvas (business case) for each CX/process issue identified, including customer & user problem statements, business impact and sizing.- Ownership & facilitation of the CX Interlock forum, where Opportunity Canvases are presented to Product Owners, Journey Owners and Senior Leaders to be accepted into their backlogs for resolution.- Bringing together data from a wide variety of sources including NPS data, call volumes, customer intent data and operational reporting to build an overall picture of CX. Show less - Running and reconciling mobile bill cycles to ensure accurate invoices are produced and delivered to customers within set SLAs.- Investigating billing anomalies, working with Technology teams to resolve issues, communicating outcomes to the wider business.- Identifying and implementing improvements for internal processes and end outcomes for our customers, often requiring engagement with other business units, including working with the Business Process Improvement team.- Acting Team Leader responsibilities to cover when Team Lead is away. Show less

  • Improvement Lead, Service & CX Design

    Sept 2018 - Apr 2021

  • Billing Operations Analyst

    Jun 2017 - Sept 2018

  • Collections Specialist

    Nov 2015 - Jun 2017
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  PwC New Zealand

  Aug 2021 - now

  Manager, Technology Consulting