Amber Pullan

Experience

• 

  Merrill Lynch

  Jan 1995 - Jan 1997

  Receptionist

  Started as Office Junior covering various roles within the company specifically Reception and as Script Clerk.Promoted to Head Receptionist in 1996

• 

  Select Appointments

  Jan 1997 - Jan 1998

  Reception / Clerical & Secretarial Temp

  - Auckland City Environments - Telephonist/Clerical Assistant (Seven month contract, Front of House Division, Building Advisory & Town Planning Telephone Helpdesk)- Villa Maria Estate - Receptionist/Word Processor- Turners & Growers - Clerical- Fletcher Challenge Forest - Receptionist

• 

  Auckland City Council

  Jan 1998 - Jan 1999

  Senior Administration Assistant

  - Office Administration - Engineer Appointments & Consent Paperwork- Problem Solving- Secretarial/Word Processing

• 

  Metrowater

  Jan 1999 - Jan 2003

  Billing Administrator

  Key Account Administration- Monthly Billing of Large Commercial and Business Customers (Responsibility: approx 3,000 customers)- Care Accounts- Customer Complaints and queries- Account Reconciliations- Trade waste (calculations/amendments)- Wastewater Audits- General Billing Residential Customers (Responsibility: approx 18,000+ customers)- Account Enquires - Leak Remissions- Liaison with contractors: Meter Reading/Asset - -Maintenance/ Meter Equipment (Itron) and programme maintenance (Access/Hcom)- Customer Service/Call Centre Back Up Support- Process Re-Design Group Member- Health and Safety Committee Member Show less

• 

  Metrowater

  Dec 2003 - Jun 2004

  Billing Team Leader

  - Oversee department of 9 staff- Oversee 15 meter readers on contract- Customer Complaints and Resolution- Partnership contracts and penalties- Staff recruitment and training- Team Targets and KPI’s- Scorecard Reporting for Board members- Financial Accruals (end of month) and Purchasing- Project V Member (Vision and Values)

• 

  Spark New Zealand

  Sept 2004 - Jun 2019

  Enable squads to deliver winning customer experiences and outcomes by fostering a culture of customer obsession and re-orienting delivery practices to focus directly on customers. Key Responsibilities• Understanding Customer Experience by unpicking the Customer Journey using UCDC and JUCCI tools• Understanding Customer Pain Points and adding opportunities for enhancements onto the backlog for iteration• Support the Converged Network (CCN) Migration Team deliver the NEAX to IMS technology change• Rationalisation and Data Cleansing of Legacy Products and Services (in Landline) Show less Provide an interlock between Business Units, Product Management, Integration and Dev/Ops Towers ensuring optimum solutions for the business are developed in a timely manner while supporting cost out and rationalisation.Key Responsibilities • Provide initial analysis and assessment of new offer, product and service initiatives ensuring alignment to the product and capability roadmap and spark business strategy.• Provide support operational areas to deploy new offer, products; and platform closures • Investigative management of compliance to minimise business risk, and improve both customer experience and operational outcomes.• Lead planning and delivery of rationalisation activities, identify opportunities for simplification of legacy offers and products.• Maintain tools that enable simplification and provide efficient re-useable migration activities• Identify issues, risks and dependencies incl costs, success and exit strategy• Align lifecycle activities incl platform closures and decommissioning to business roadmaps.• Align rationalisation activity to customer experience channels plans for customers staff processes, systems, products and networks Show less To manage cross portfolio and cross platform rationalisation / migration activities (in conjunction with those specifically responsible for rationalisation among product portfolios) including realisation of financial benefits and improved efficiencies. To manage and maintain customer migration activities and tools. Key Responsibilities • Lead identification of products and platform rationalisation opportunities• Contribute to overall rationalisation roadmap• Develop and maintain rationalisation processes and tools • Develop tools that enable simplification and efficient re-useable migration activities• Identify business owner / delivery owner and resources. • Lead the planning and delivery of required rationalisation activities in consultation with the product or capability manager.• Identify issues, risks and dependencies incl costs, success and exit strategy• Communicate any end to end customer impacts, and ensure all operational aspects are understood and agreed• Align rationalisation activities with product portfolio maps, lifecycle activities incl platform closures and decommissioning.• Align rationalisation activities to meet business requirements whilst balancing customer experience• Develop rationalisation activities that align with customer experience channels plans to manage changes to customers staff processes, systems, products and networks• Align rationalisation activities with key suppliers of business capability (Chorus & Connect)• Vendor Relationship Management Show less The primary purpose of this role was to design the optimal service experience for new customer propositions and products. Ensuring when any customer interacts with a new offer, product or service, it works, and is supported the way we expect it to. Key Responsibilities• Build and implementation of all products, improvement initiatives and projects across Consumer, Fixed Business, Gen-I, and Wholesale Business Units.• Accountable to Retail Stakeholders for CRM and system impacts, including ICMS, Mnet, Siebel and Online.• Responsible for ensuring an effortless customer service experience, optimal channel solutions, cost and whole of business impacts, while consulting pan-Telecom to facilitate the outcome.• Responsible for incorporating Human Centred Design (HCD) and User Experience (UX) principles into key initiatives and projects, including Customer Journey Mapping.• Responsible and accountable for achievement of regulatory commitments across multiple projects and work streams including customer reparations.• Accountable to Stakeholders including identification by project, engagement, communications, assessments; updates; escalations of key risks, issues and mitigations, and approvals.• Planning, design and facilitation of workshops and strategic meetings, ensuring fit for purpose and objectives are achieved.• Accountable for Business Process Modelling (BPM), Support Modelling and Customer Experience Solution Design (CESD), including facilitation of training, internal and customer facing knowledge base content, marketing and communications. • Accountable for effective time management as a recoverable resource including forecasting and planning, prioritisation Show less This role was an in-bound customer sales and service role. The overall responsibility was to assist customers with new PSTN, Broadband and Mobile connections, carry out moves of address, answer billing enquiries and complaints. Personal sales and KPI targets were required to be met to ensure our department met sales and service targets.Key Responsibilities• Leadership and mentoring new inductees (Mentor) • Team Management (Mentor)• Adherence to Schedule and Statistical Data• Manage personal errors and team stages• Take ownership of work and ensure end to end completion for customer• Sales Targets Show less

  • End to End Journey Specialist (Agile)

    Apr 2018 - Jun 2019

  • Offer & Product Realisation Manager

    Oct 2015 - Apr 2018

  • Rationalisation Capability Manager

    Oct 2011 - Oct 2015

  • Service Design & Development Specialist

    Oct 2009 - Oct 2011

  • Service Delivery Specialist

    Aug 2007 - Oct 2009

  • Customer Services Representative

    Sept 2004 - Aug 2007
• 

  Environment Canterbury

  Jun 2019 - Jun 2021

  Business Process Analyst
• 

  SmartCo Limited

  Jun 2021 - Sept 2022

  Product Owner
• 

  Spark New Zealand

  Sept 2022 - now

  Product E2E Specialist