Karen D.

Experience

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  Newworld Limited

  Nov 2014 - Feb 2015

  Checkout Operator (Temp Full-time)
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  Three Kings United

  Apr 2015 - Sept 2015

  Football Boys U17 Manager
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  Coca-Cola Amatil New Zealand

  Dec 2015 - Feb 2016

  Summer Intern
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  PAK'nSAVE

  Dec 2016 - Oct 2017

  Checkout Operator
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  Fujitsu Asia Pacific

  Oct 2017 - Apr 2023

  ✅ Boosted Profitability – Implemented strategic initiatives that led to a 50% margin improvement within just eight months. (Profit & Revenue Growth, Strategic Planning)✅ Enhanced Reporting & Automation – Replaced paper-based systems with a SaaS-based digital checklist app, improving reporting accuracy and timeliness by 25% and streamlining workflows. (Process Automation, SaaS Operations, Data Analytics)✅ Drove Revenue Growth – Developed client expansion strategies, leading to a 20% increase in revenue by identifying upsell opportunities and strengthening key accounts. (Customer Success, Account Management, Revenue Growth)✅ Led Nationwide Service Launch – Spearheaded the rollout of a new IT service for a government client, creating documentation, training materials, and delivering presentations across 90 courts in New Zealand. (Project Management, IT Service Delivery, Stakeholder Engagement)✅ Optimized Resource Allocation – Reduced operational expenses by 15% through workflow optimization and resource management, improving service efficiency. (Operational Efficiency, Cost Reduction, Workforce Planning)✅ Managed Global Accounts & Executive-Level Support – Handled 10+ key international accounts, consistently exceeding customer expectations in service delivery and satisfaction. (Client Relationship Management, ITSM, SLA Management)💡 Key Impact: Led large-scale service operations, driving profitability, automation, and customer success while managing key accounts across global markets. Show less ✅ Led IT Infrastructure Deployments – Successfully implemented a kitchen video system across six McDonald's restaurants, ensuring on-time and within-budget delivery while aligning with client requirements. (IT Project Management, Service Delivery, Vendor Coordination)✅ Improved Customer Experience & Operational Efficiency – Managed the rollout of order confirmation screens and tap & go systems across 130 drive-thrus, streamlining order processing and enhancing service efficiency. (Customer Experience, IT Infrastructure, Process Improvement)✅ Coordinated Multi-Stakeholder Implementation – Worked closely with internal teams, vendors, and clients to ensure seamless execution of IT service rollouts, meeting project deadlines and expectations. (Stakeholder Engagement, Service Implementation, Change Management)✅ Managed Service Documentation & Compliance – Created standardized reports and service documentation to support project tracking, issue resolution, and future service enhancements. (ITIL, Reporting, Compliance Management)💡 Key Impact: Played a critical role in deploying large-scale IT solutions, improving service efficiency and customer experience while gaining hands-on experience in IT service management and project execution. Show less ✅ Provided Efficient IT Support – Resolved an average of 40+ client queries daily via Live Chat & Email, with an average resolution time of 3.02 – 3.32 minutes, consistently exceeding SLAs. (Technical Support, Customer Service, IT Service Management)✅ Managed Ticketing & Incident Resolution – Provided Level 1 & Level 2 support, handling 25+ tickets daily for Active Directory, Microsoft 365, and Remote Desktop services. (Incident Management, ServiceNow, Active Directory, Microsoft 365)✅ Improved Customer Satisfaction & SLA Compliance – Ensured 90%+ customer satisfaction rates, meeting SLA targets and enhancing overall client experience. (Customer Experience, SLA Management, Service Reporting)✅ Supported IT Service Operations – Assisted in hardware/software troubleshooting, password resets, and user access management, resolving technical issues efficiently. (Technical Troubleshooting, Remote Desktop Support, ITIL Best Practices)💡 Key Impact: Delivered fast, effective IT support, enhancing customer satisfaction, SLA compliance, and overall service desk performance. Show less ✅ Led & Managed Service Desk Operations – Oversaw daily operations during Team Leader absences, ensuring uninterrupted service delivery and SLA compliance. (IT Service Management, SLA Management, Leadership)✅ Enhanced Team Performance – Implemented process improvements that increased first-call resolution rates by 30%, reducing escalations and improving customer experience. (Process Optimization, Incident Management, KPI Improvement)✅ Handled High-Priority Escalations – Managed complex escalations, achieving a 95% resolution rate within SLA timeframes, significantly improving client satisfaction. (Problem Management, Stakeholder Communication, ITIL)✅ Mentored & Trained Service Desk Analysts – Conducted staff appraisals, coaching sessions, and performance reviews, fostering a collaborative and high-performance work environment. (Team Leadership, Training & Development, Performance Management)💡 Key Impact: Strengthened team performance, service delivery, and escalation management, ensuring a 90%+ customer satisfaction rate. Show less

  • Service Operations Manager

    Apr 2021 - Apr 2023

  • Service Delivery Graduate

    Jul 2020 - Apr 2021

  • Analyst - Ministry of Justice Service Desk

    Jun 2018 - Jun 2020

  • Service Desk Team Leader (Secondment) - Ministry of Justice Service Desk

    Aug 2018 - May 2019

  • Analyst - Ministry of Justice Service Desk (Fixed Term Contract)

    Oct 2017 - May 2018
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  New Zealand Electoral Commission

  Oct 2020 - Oct 2020

  Issuing Officer - Ordinary Votes
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  Fujitsu

  Apr 2023 - now

  Service Business Manager - Global Hybrid IT

  ✅ Optimized Financial Operations – Reduced billing errors by 25% through process improvements, achieving 95% accuracy and cutting billing cycle time by 20%.✅ Enhanced Forecasting & Cost Efficiency – Implemented advanced forecasting models, improving forecast accuracy by 15% and reducing operational expenses by 10%.✅ Process Automation & Efficiency Gains – Spearheaded automation initiatives, increasing operational efficiency by 25% and reducing discrepancies & late payments by 40%.✅ Cross-Functional Collaboration – Worked with finance, sales, and service teams to improve purchase order tracking, achieving 90% tracking accuracy.✅ Technology & Tools – Leveraged Microsoft 365, ServiceNow, and data analytics to enhance service delivery and reporting accuracy.💡 Key Impact: Transformed financial and operational workflows, reducing costs and improving efficiency while ensuring seamless service delivery in a global hybrid IT environment. Show less

• 

  New Zealand Electoral Commission | Te Kaitiaki Take Kōwhiri

  Oct 2023 - Nov 2023

  ✅ Led Election Integrity Processes – Managed dual vote investigations, special vote processing, and the official count, ensuring accuracy and compliance with electoral regulations. (Process Management, Compliance, Data Accuracy)✅ Supervised Post-Election Operations – Led a team in executing post-election procedures, ensuring tasks were completed on time and with precision. (Leadership, Team Coordination, Task Prioritization)✅ Ensured Compliance & Data Integrity – Maintained strict adherence to electoral laws and procedures, safeguarding public trust in election outcomes. (Regulatory Compliance, Quality Control, Integrity Management)✅ Cross-Functional Collaboration – Worked closely with Electorate Managers and Post-Election Teams to streamline operations and troubleshoot challenges in real time. (Stakeholder Engagement, Problem-Solving, Process Optimization)✅ Maintained High Standards in Data Entry & Reporting – Ensured accurate data recording and reporting within the electoral system, minimizing discrepancies. (Data Management, Reporting, Attention to Detail)💡 Key Impact: Played a crucial role in ensuring the accuracy, integrity, and efficiency of the electoral process, contributing to a 95% voter satisfaction rate in New Zealand elections. Show less

  • Process Leader - Dual Votes

    Oct 2023 - Nov 2023

  • Issuing Officer - Ordinary Votes

    Oct 2023 - Oct 2023