Matt Paul

Experience

• 

  The Warehouse Ltd

  Aug 2000 - Jun 2002

  Customer Services Rep/ Store Security
• 

  Warehouse Stationery Ltd

  Jun 2002 - Jul 2004

  Customer Services
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  Laser Imaging Ltd

  Jul 2004 - Feb 2006

  Support & Business Development Manager
• 

  Fujitsu

  Feb 2006 - Sept 2007

  Service Desk Analyst

  Responsibilities: - Ensured exceptional customer service by building rapport and resolving incidents - Maintained key SLA’s- Logged incoming emails in accordance with SLA’s - Ensured problem records identified - Took ownership of high priority incidents

• 

  Spark Digital NZ

  Sept 2007 - May 2013

  The Service Delivery Managers primary goal is to maintain and improve quality of Gen-i “Service Offerings” to our clients in line with business and cost justification. Responsibilities:- Was the customers advocate within Spark ensuring exceptional delivery exceeding expectations- Built and maintained strong relationships in line with the account business plan and governance - Lead a virtual team by communicating clear objectives and expectations in line with customer expectations- Maintained a technical knowledge of the products and services supported- Ensured regular Service Level Management reviews were held- Actively owned and managed high priority and major incidents to successful resolution- Owned all customer escalations through to resolution- Provided Monthly account reports against SLA’s and Incident Reports- Ensured customer was billed accurately ensuring account profitability - Being a change catalyst in both internal and external relationships to deliver outcomes- Ensured service improvement programs were actioned- Ensured a continuous improvement programme was delivered Show less Responsibilities: - Lead a large team of Service Desk Analysts to delivery great customer service and achieve SLA’s - Ensured Service Desk resources were managed, providing adequate coverage - Completed yearly performance reviews and development plans- Ensured adherence to Incident and Problem Management procedures - Effectively managed and communicated updates for high priority incidents- Maintained a 90 day team plan to help ensure focus on the right activities - Actively identified opportunities for improvements- Ensured completion of daily Service Desk reporting requirements- Contributed to monthly reports on Service Desk successes- Lead the team through constant change in on-boarding new services Show less

  • Service Delivery Manager

    May 2011 - May 2013

  • Service Desk Team Manager

    Mar 2008 - May 2011

  • ICT Service Coordinator

    Sept 2007 - Mar 2008
• 

  ACC New Zealand

  May 2013 - Nov 2022

  The Customer Relationship Manager is responsible for effective engagement between ACC business teams and IT&A; ensuring delivery of appropriate IT&A services and solutions; owning and resolving business issues with IT&A service delivery; and by developing and maintaining strong and effective relationships with the business.Responsibilities:- Acting as the primary IT&A contact point for stakeholders- Supported the development and implementation of the Customer Service Management strategy- Leads others through the Customer Journey ensuring delivery of exceptional customer service - Takes ownership of all issues and ensures these are resolved promptly- Ensure established Service Level Agreements with Business Units align with expectations- Being the customers advocate voice - Being the customers trusted advisor to align business needs to expected outcomes- Champion IT&A teams and services so stakeholders understand our value add - Ensure IT&A understands stakeholder requirements to deliver successful change- Maintain extensive knowledge of business processes, tools and drivers for change- Ensure Communication with customers is accurate, timely and appropriate- Providing advice and direction on current and future ICT requirements - Constantly look for opportunities for innovation whilst adding to the IT&A value proposition- Seek feedback and identify ways to continuously improve IT&A services Show less

  • Business Process Improvement Manager

    Dec 2020 - Nov 2022

  • Business Partner

    Aug 2016 - Nov 2022

  • ICT Customer Relationship Manager

    May 2013 - Jul 2016
• 

  NTT DATA, Inc.

  Nov 2022 - now

  Senior Manager - Client Delivery