Rebekah Pine

Experience

• 

  Serco Group New Zealand Limited

  Jan 1998 - Jan 2001

  Business Support Specialist

  Responsible for establishing co-operative and supportive relationship with system users NZ wide, ensuring customer needs met, including:Network user maintenance.Financial and job costing, including user problem resolution, security maintenance, SQL query and updates.Report writing design and data extract queries.Microsoft office product set.ASB banking system.Using MS Access based Help Desk recording and tracking system.Administration of MS Select agreement. Show less

• 

  Transfield Services

  Apr 2001 - Mar 2006

  Systems Support Specialist

  Implementation of transition of Serco business systems to JDE One World platform, with emphasis on technical and infrastructure related aspects of task.Establishment of working relationship with project team members, external consultants and JDE representatives.Provision of training and help services for Serco staff during project implementation.Security design and set-up, including resolution of security issues.JDE Package builds and menu design.Database refreshes and SQL updates.Management of job scheduler and rectification of discrepancies.Investigate and resolve printing issues, modify templates and scripts. Show less

• 

  Fusion5

  Aug 2006 - now

  As the Customer Success Team General Manager across ANZ, I am responsible for creating a service orientated environment which delivers excellent customer service and drives high performance. I work closely with my team to review, develop and implement new processes and initiatives to ensure high customer satisfaction as well as providing leadership, guidance and mentoring so they have a platform and supportive environment to excel in their work.Combining more than 15 years experience working in Service Delivery and Customer Centre environments, together with my straight up approach and commitment to getting things done, my team and I strive to deliver a customer experience which is second to none. Show less As the Fusion5 Customer Centre Manager for New Zealand, I am responsible for managing the day to day operations of the Customer Centre and its team of 30 staff. Key tasks and responsibilities of my role include;• Creating a service orientated environment which delivers excellent customer service and drives high performance. • Managing, reviewing, developing and implementing systems and procedures to ensure all SLA’s are met. • Developing and implementing customer service strategies, processes and systems to improve customer satisfaction and experience.• Identifying and resolving service and operational problems with a results oriented approach to performance. • Managing key third party vendor relationships.• Providing team members with the leadership, guidance and mentoring to ensure they have a platform and supportive environment that enables them to do their jobs well. Show less I am part of the Fusion5 Human Capital Management (HCM) team at Fusion5 and my role is HCM Operations & Support Manager. I manage the Fusion5 HCM Support Desks and Payroll Services, which also includes our PayGlobal and Jade Star Bureau service. The Support Desks manage application and technical queries for all PayGlobal and Jade Star clients. My role includes ensuring the delivery of all Payroll and Support services within the required customer SLA’s and managing client expectations. I also provide Client Management services for a number of key Fusion5 HCM customers, ensuring that their current and future product requirements are being met.I have over 9 years experience working in a Support Centre environment and many years supporting a wide range of business applications, including payroll / HR solutions and ERP solutions. Show less Key Responsibilities;Own and manage Fusion5's Support CentreManaging key client relationships on a daily basisEnsuring a high level of customer satisfactionManagement of client utilisation of prepaid support hours purchasedWeekly and monthly reporting to clients and managementAdministration and renewal of client SLA contracts as they expireAllocating and managing support calls logged by clients, includingfollowing up with Fusion5 consultants to ensure work is completed as per SLA'sDaily liaising with management to allocate Fusion5 consulting resources Show less

  • Senior General Manager - Customer Success & Employee Engagement

    Jul 2023 - now

  • General Manager Customer Success & Employee Engagement

    Aug 2021 - Jul 2023

  • Head Of Engagement & Wellbeing

    Jul 2020 - Aug 2021

  • General Manager - Customer Success Team (Australia/New Zealand)

    Oct 2015 - Aug 2021

  • Customer Centre Manager (New Zealand)

    Mar 2014 - Jul 2020

  • HCM Operations & Support Manager

    May 2012 - Mar 2014

  • HCM Client Manager

    May 2010 - Jul 2012

  • Support Centre Manager

    Aug 2006 - May 2010