John Brent

Experience

• 

  University Bookstore

  Feb 2012 - Mar 2012

  Enquiry Desk Assistant
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  Contact Energy Ltd

  Apr 2012 - Jun 2013

  Customer Support Specialist

  Phone based customer service, helping customers set up accounts, answering queries about bills or pricing and actioning contractor requests among other tasks.Helped retain customers by talking through their situations, offering appropriate incentives.

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  Education Perfect

  Feb 2013 - Sept 2021

  As the Languages Team Manager I lead a team of over 10 instructional designers from diverse cultural and linguistic backgrounds. I am responsible for the project planning and delivery management across eight subject areas to create a language learning product consisting of over 11,000 lessons. Collectively the languages product has continued to be the largest earning subject area in the company, with an annual revenue of around 10 million NZD representing over 500,000 students world wide with consistent year on year growth. This role requires collaborating with internal and external stakeholders to gather feedback and data to help guide and scope the language content product roadmap.In order to maintain the high expectations of our customers quality assurance of educational content is essential and I am involved in proofreading every lesson released as part of our product to identify possible improvements to visual design, written communication and pedagogical value. I am the key person responsible for the staff working on the Languages product, determining staffing requirements, organising recruitment and then assisting with onboarding and continual professional development for the team. I am also responsible for the budget management of the product, including scoping possible projects for the next 12 months, evaluating projected against actual spending, reporting on how time was spent for the purpose of securing funding and better refining future projections. Show less As assistant content manager, I was the second in command for the Languages Team Manager. I provided assistance is project management and planning and managed the team during the manager's absence. I also acted as one of the key customer facing staff for the team, providing phone, video and email support to customers using our platform, including running initial product demonstrations, troubleshooting and inbound requests. I also provided quality assurance for the team, identifying possible improvements to visual design and written communication. I was the key person responsible for training new staff with the internal tools and workflows used by the team. Show less

  • Languages Team Manager

    Jul 2015 - Sept 2021

  • Assistant Content Manager

    Feb 2014 - Jul 2015

  • Content Generator

    Feb 2013 - Feb 2014
• 

  Studiosity

  Sept 2021 - now

  As the Product owner at Studiosity, I am responsible for delivering product value by working with stakeholders to understand their needs and developing a vision and a programme of work that aims to achieve the vision. My focus areas include external customer facing products, internal company tools and the integration of machine learning for our product. As Service Delivery Manager I am accountable and responsible for leading, managing, and ensuring continual improvement in all aspects of quality, academic integrity, and service delivery for their products. This role involves project management, coaching, updating and streamlining processes, creating and maintaining training materials, involvement in the planning and implementation of new features or policies as well as data gathering and analysis. As the Quality Assurance Team Leader I am responsible for supporting and leading the quality assurance team. This includes overseeing Quality assurance processes, developing the team members and supporting or leading initiatives to improve the feedback product and services.

  • Product Owner

    May 2023 - now

  • Service Improvement Manager

    Jan 2022 - Apr 2023

  • Quality Assurance Team Leader

    Sept 2021 - Dec 2021