Experience

• 

  Ibm

  Jul 2013 - Mar 2014

  Technical support advisor

  Provide first level technical and customer service support to customers over the telephone.Resolve all enquiries, where possible in a single telephone call, escalate calls to other departments when required, whilst promoting support related products and services.

• 

  Concentrix

  Mar 2014 - Nov 2021

  Supporting a major NZ financial institution’s remediation contact centre program. I have successfully implemented enhancements to our reporting and data validation resulting in efficiency gains and improved accuracy.Successfully automated the regular reporting to our client to reduce workload of our senior leadership using excel and other tools.Provided consistent and timely reporting to internal and external stakeholders.Produced accurate team reporting of KPIs using Power BI. Show less

  • Team Leader

    Feb 2019 - Nov 2021

  • Quality Manager

    Feb 2017 - Feb 2019

  • Quality Analyst

    Oct 2015 - Feb 2017

  • Tier 2 Technical Support Advisor

    May 2015 - Oct 2015

  • Technical Support Advisor

    Mar 2014 - May 2015
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  Westpac new zealand

  Nov 2021 - May 2023

  Team leader - kiwisaver and managed funds

  Successfully influenced stakeholders to make changes that have resulted in improved customer experience and outcomes, including changes to processes as well as online tools.Assisted with creating reports such as monthly business reviews for senior leadership, including automation to reduce manual workload.Regularly review customer survey data to understand trends and have made reports for senior leaders to understand customer experience outcomes.

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  Up education

  May 2023 - now

  Data analyst