Adrienne Goldsmith

Experience

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  Canon New Zealand Limited

  Jan 1985 - Jan 1986

  Customer Relations Officer

  Installed and trained clients on the copier and facsimile products, attended and demonstrated at trade shows

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  Yates NZ Ltd

  May 1992 - Nov 1995

  Customer Service Manager

  Management of the customer service team, which included four customer service co-ordinators, one credit control co-ordinator, and one telemarketing sales person.Provision of a efficient and effective team to support the national sales teamProvision of collated computer reports to the National Sales Manager, to ensure that the mode of order transmission and data files were maintainedMeeting with Product & Divisional Managers to schedule on going training for the customer service staffLoad base and special pricing into the Wang DOS system to ensure PDT upload of correct pricing when orders are scanned and downloaded.Setting, forecasting and reporting on budget figures for the department for the financial year Show less

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  Carter Holt Harvey Distributors

  Nov 1995 - Jul 1997

  Service Manager

  To identify ways in which the branch and Customer Service department (including the Credit control staff), could function more efficiently.Instigated refurbishment of showroom to entice foot traffic and increase cash sales.Upgrade of telephone system to monitor inbound calls and call distribution.Expanded environment to accommodate all staff in one areaImplementation of the new computer system (SAP) which included working offsite at the computer centre designing sales screens and testing.Initiate Telemarketing outbound call cycles and geographical sellingManagement of the customer service, and credit control team (total head count 15 Show less

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  Bandag NZ Ltd

  Jul 1997 - Jun 1999

  Customer Service Manager

  Responsibilities To observe and review the customer service department in order to identify areas for improvement.Presented proposal with recommendations for changes to the departmentIdentified imbalances of workload due to lack of cross training and uneven call distribution due to inadequate telecommunications system.Recommended open plan environment to promote cross training and team workReplaced telephone system and installed call centre smarts to monitor call peaks.Call analysis to increase headcountScheduling of product /skill development trainingMember of the computer task team Show less

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  The Warehouse Ltd

  Jun 2000 - May 2004

  Customer Service Manager

  Customer Service Manager IS ResponsibilitiesRemarket and expand the Information Services IT Help Desk located at the Warehouse Group Ltd Auckland Support Office Expand the scope of service support to the current customer baseIncrease the inbound call and incidents logged while maintaining a low abandonment rate.Increase the resolution rate of the Help Desk analyst team while maintaining a balance of the skill and coverage level at all times.Manage and measure the effectiveness of the staff and Help Desk business on a regular basis and report the results.Report to the General Manager of IS of the forecast of business growth.Report the measure of the Help Desk KPI's on a regular basis.Maintain a high level of skilled staff and achieve set personnel reviews as per company philosophy for individual growth.Develop internal relationships with business units and act as contact and escalation point to Service Delivery Manager & IS line ManagersMeet and maintain effective and measurable external service provider relationships with regard to call resolution.Forecast and report on general ledger lines of responsibility - IT Consumables Show less

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  TNT Express NZ Ltd

  Jun 2004 - Oct 2005

  National Customer Services Manager

  Review, recommend and implement National customer service structure.Bring a structured and procedure driven focus to the Customer Service teamAlign the customer service team with the Sales team to provide strategic understanding and relationshipWork within and find savings nationally for P&L.Implemented centralized call centre as result of review and strategic direction of the Australasian focus.Left for Maternity leave and as a result of having twins decided to resign from permanent role. Show less

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  St James Anglican Church

  Mar 2006 - Aug 2007

  Aerobic Instructor

  community based Aerobic classes held for post natal mums in the Mangere Bridge community.

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  Csconsulting

  Aug 2007 - now

  Business Owner - Contract Customer & Business Process Consultant

  Specialising in customer and service improve consultation offering a range of services including staff observation, CRM, Survey design and implementation,SWOT analysis, Customer Feedback, Process and Procedure review and training needs analysis. "Creating Fanatical Customers"www.csconsulting.co.nz

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  Massey University

  Aug 2007 - Dec 2010

  Student

  while working in csconsulting still focusing on Grad Dip Bus Studies Graduating in HRMContracted Companies during this period of Consultation include George Weston Foods, Genesis Energy, Lion Nathan & Pulse Energy to name a few

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  George Weston Foods

  Aug 2007 - May 2008

  Customer Service Consultant

  Commenced with a Customer Service 6 weeks SWOT Analysis Improvement recommendations & Mentor to National CS Manager Role (included National CS Management & CS team restructure and recruitment) continued contract for another 8 months

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  Genesis

  Apr 2008 - Nov 2008

  Commercial support Analyst

  6 months Contract (2008)Reporting to CIO Manager - Completed register and reissuing of ISA, MSA & SLA Agreements with Service Providers/VendorsWrote and published Process and procedures relating to Information Services internal procurement.Pulse Energy 2009 current- Consulting to Customer Service Manager to build Customer Service Strategy Map, Training and Procedure Manuals.Lion Nathan - 2009 - current - Delivered Customer Service Training Module to Customer Service Team. Currently consulting to Logistics Director for internal service evaluation SWOT and training needs analysis. Show less

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  BNI

  Feb 2009 - Jun 2010

  Vice President

  Currently Vice President of the BNI profit Portal chapter located in Waiuku - Meet every Friday at the WCF (ex country club)for a great breakfast, networking and referral sharing!

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  Pulse Energy

  Jun 2009 - Oct 2009

  CS Consultant

  customer service structure and set up consultation. Process & Procedure documentation

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  Lion

  Aug 2009 - Jun 2010

  Customer Service Consulting

  consulting in Service related strategy periodically

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  Fonterra Brands

  Apr 2010 - Jun 2010

  Survey Design

  Consult and design online customer service surveys for the Fonterra Customer Service inbound team

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  North Shore City council

  Jul 2010 - Oct 2010

  Project Mngr - Auckland Transport Customer Service Interface

  Customer Interface workstream of Auckland Transport Customer Service Interface for AC super City project

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  Auckland Transport ( An organisation of Auckland Council)

  Nov 2010 - Feb 2011

  Project Manager/Support Analyst - Customer Service Auckland Transport

  Now that Auckland Council has gone live it is our task as an organisation of AC to provide the Auckland Transport support services required by the AC Call centre and the people of Auckland City :)

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  Waiuku Anglican Church

  Jan 2011 - Jan 2012

  Administrator

  Council, Secretary and administrative running of the office and communications.

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  Auckland Transport

  Feb 2011 - Jul 2013

  Product Manager - MS Dynamics CRM Project

  Product Manager - Liaison to the business between the product and the deliverable Customer Relationship Managment product - MS Dynamics 2011

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  Spark New Zealand

  Mar 2013 - Sept 2013

  Change Implementation Manager

  Identifying the People, Process and technology related changes that individuals and business units may experience and as a result creating a change strategy to encompass organisational, business unit and personal change. Ensuring then the communication plan will meet the identified needs so that the impending change is implemented with as little disruption, embraced and received with positive reinforcement .

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  Fisher & Paykel Appliances

  Sept 2013 - Oct 2013

  BA/Consultant

  Part time contracting working as Business Analyst and consultant on Website projects

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  Fisher & Paykel Appliances

  Jun 2014 - May 2015

  Business Analysis - Digital Programme/ Process Consultant

  Front End Business Analyst and Process consultant within the Digital Team with a focus on process improvement, automation and system integration. Business Requirements elicitation and stakeholder workshopsUser stories, UAT, test scriptsHybris product cockpit and Management console Administration

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  Electrix

  Jun 2015 - Oct 2015

  Business Process Analyst/Change Lead

  Short Term Contract - Business Analyst/Change Lead -documentation of requirements & future state processes to be used within the business for a newly implemented system improvement project. Change Process and strategy approach.

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  The Comfort Group

  Nov 2015 - Jan 2016

  CX Projects Lead - CRM Dynamics, AX and Resco Mobile

  Project Lead and key point of contact for all requests for improvement to the solutions that fall within the Customer Service CX Portfolio, including Field Sales,Customer Service, CRM, B2B and B2C Portals. Analysis requirements, testing and issues review.

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  Fisher & Paykel Appliances

  Feb 2016 - Apr 2016

  Digital Project Co Ordinator

  Project assistant in testing, analysis, content co ordination in Global and Spares Digital Programme of work

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  APPLICO LTD.

  May 2016 - May 2017

  Business Implementation Process/Senior BA

  Assist Senior Management with the dev and implementation of policies, process and workflows within the touch points to ensure they are accounted for and in place coinciding with an ERP Upgrade

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  FieldForce4

  May 2017 - Jan 2018

  Senior Consultant

  Senior Consultant NZ/Aus assigned to assist Utilities Clients with Customer Service Strategy, Process Procedure and service improvement roadmaps.

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  Leverage Group Project and Change Management Consultants

  Aug 2017 - Feb 2018

  Senior Business Analyst

  Currently contracted to Crombie Lockwood - Project Business Analysis, Process and Procedural change.

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  Southern Cross Travel Insurance

  Mar 2018 - Jul 2018

  Senior Business Analyst - Project Manager

  Immediate transformation from Senior BA to "Get in there and manage the project" so as we do we get in and do what has to be done to meet Scope, time frames and budget" well so far nearly on track !!I have an awesome team of SMEs that are proving to be great BAs with a little direction and our documentation is awesome .

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  Fisher and Paykel Appliances NZ

  Jun 2018 - Jun 2019

  Project & Change Manager - Sales Force Commerce Cloud Project

  Assisting with Process change & business requirements elicitation - Platform transformation

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  CARTERS

  Jun 2019 - Dec 2019

  Senior Business Analyst
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  Expert360

  Jun 2021 - Jan 2024

  Senior Business Analyst
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  Coda Group

  Jun 2021 - Jun 2022

  Senior Business Analyst
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  Foodstuffs South Island

  Jan 2024 - now

  Senior Business Analyst - Digital