Rachel Pearce

Experience

• 

  Contact Energy Ltd

  Jan 2014 - Oct 2014

  SAP Implementation Stabilisation and Customer Relations

  • Worked directly with internal business departments, and management to achieve successful SAP implementation and Go Live. • Monitored resolution of SAP user complaints implementing necessary amendments and testing to meet business needs.• Ran SAP support and triage meetings for the stabilisation of SAP integration and control of SAP system errors through all business departments • Team leader assistance for customer service team – training and assisting lower level staff.• Resolved Leadership Team escalations where customers had complained specifically to higher management. • Gained sound and in depth knowledge of electricity industry. Show less

• 

  Samsung Electronics UK

  Nov 2014 - Aug 2015

  Team Lead - Customer Service Executive Complaints

  • Staff development and succession training • Management of call centre team staff. Team of 12 staff.• People manager responsibilities such as staff rosters, leave management, team workload, team conflict. • Utilized active listening skills to determine what staff required assistance with.• Working in a fast-paced environment whilst working to deadlines and specific time frames• Process evaluation and continuous improvement • Handling of all escalated complaints from my lower team at management and director level.• High level customer service via telephone, email and handwritten communication• Liaising with 3rd party business partners and large retail groups• Sensitive case investigation for complaint resolution as the highest point of escalation.• Investigating product liability queries and cases with court proceedings Show less

• 

  McLaren Automotive Ltd

  Oct 2015 - Feb 2016

  SAP Business Support Analyst

  • Assisting with implementation of SAP and ‘Go live' preparation• Running test scripts on SAP, raising defects and presenting business needs for change. • Investigation of SAP system defects• Project scheduling• Data capture and analysis.• Researched and updated all required materials needed for firm and partners.• Designed, developed and tested embedded software applications.

• 

  Flick Electric Co.

  Aug 2016 - Sept 2017

  Business and SME Advisor

  • Assistance with launching the SME business platform for Flick• Management of all business customers• Key account manager for business customers • Monthly reporting on platform growth & Analysis of data• Assisting with product development• Met with small business owners to discuss their energy needs and what products and services they required.• Documented business processes and analysed procedures to ensure alignment with changing business needs.• Presented project progress and updates at key points in design. Show less

• 

  Vector Limited

  Sept 2017 - Jan 2020

  Data Services Team Leader

  • Manager of team of up 10 staff over multi business functions including Head End systems specialists, Data delivery SME's and communication fault work flows for a metering fleet of 1.2 million meters. • People leader • Development of staff and succession training. • Primary Internal customer to agile projects.• Primary business owner of services run on complex IT stacks.• Working closely with developers, testers and PO's. • Primary service provider to key electricity retailers. • Actively working within continuous improvement cycle for process overview and improvement analysis and design.• Input to key delivery system project go live's and testing. Show less

• 

  Suncorp New Zealand

  Jun 2020 - now

  Team Manager