Sam French

Experience

• 

  TelstraClear

  Dec 2011 - Apr 2013

  Seconded into the Consumer provisioning team to assist as a nationwide campaign gained momentum and the number of orders rapidly increased. I was offered the position due to my ability to quickly learn new systems and having the faculty to seamlessly integrate into existing teams. I was shifted around multiple tasks and after a short period I was pulled in to the HSA team; which manages the rejections caused by either order entry or third party provisioning staff.Responsibilities:• Responding to queries and updating client information on the CRM system• Completion of daily work allocation• Effective communication to ensure no further delays of service• Pre-qualification to ensure orders and billing were completed correctly ‘first-touch’Achievements: • Achieving targets under high volume/high pressure conditions• Effectively monitored the escalation queue resulting in reduction in customer complaints Show less Responsibilities: • Completion of daily work allocation• Responding to internal queries via the Offnet Services inbox and MADN phone• Communicating to external customers regarding progress and completion of their ordersAchievements: • Lowest rejection rate in the Offnet Services team for order submission• Christchurch earthquake response team – ensuring sensitive and efficient order validation and escalation under high pressure conditions• Nominated team prime for various projects including the nationwide Dominos Pizza migration project• Appointed on the interview panel for prospective employees• Provided training on systems and processes to new employees• Team representative at monthly operations meetings with Telecom Wholesale Service Delivery Managers• Team work allocation and reporting Show less The Mobility Provisioning department was under pressure from the business to decrease the backlog of billing orders. I was offered a temporary position in the Mobility Provisioning department to assist them with this task.Responsibilities: • Ordering of SIM Cards and Hardware • Investigating returned SIM Cards and Hardware • Sending ‘Ready For Service’ and ‘Over The Air’ text messages for phone configuration• Pre-qualification and submission of ordersAchievements: • Awarded responsibility for monitoring the email inbox within the first week of the role Show less

  • Account Support Consultant

    Apr 2012 - Apr 2013

  • Consumer Support Specialist (secondment)

    Feb 2012 - Jun 2012

  • Offnet Services, Business Provisioning Specialist

    Jan 2008 - Jun 2012

  • Mobility Provisioning (secondment)

    Dec 2011 - Feb 2012
• 

  Vodafone New Zealand

  Apr 2013 - Jun 2013

  Account Support Consultant

  I was initially seconded into the Wholesale team as an Account Support Consultant. Due to my ability to quickly complete tasks and communicate effectively with the end customer, I was offered a permanent position after the secondment period ended. Responsibilities: • Daily communication with Wholesale customer ‘Intagr8’ regarding all provisioning and billing queries, providing and adhering to relevant SLAs• Order validation, pre-qualification and submission• Billing of completed orders and monthly usage with approved rates• Escalation ownership and managementAchievements: • Account Support Consultant for the top Tier 3 (Voice and Broadband) Wholesale customer, billing $2.7m per annum• Nominated team prime for various projects including: MIU reconciliation, target account migration• Introduced and implemented an induction training program Show less

• 

  Income Made Smart

  Jun 2013 - Mar 2014

  Billing Operations Administrator

  Income Made Smart is a London based accounting firm that provides support and advice to sole directors of limited liability companies.Responsibilities:• Interpreting and validating billing queries• Resolving and responding to client queries in a timely manner• Creating templates and sending bulk emails• Maintaining an accurate database of client information• Running reports and analysing dataAchievements: • Improved the master billing database to include client numbers, resulting in more accurate advice and higher quality of service• Sole charge of the Billings department averaging 97% collection of fees Show less

• 

  Energy Saving Trust

  Jul 2014 - Jun 2015

  Energy Saving Trust is an organisation that administers various schemes and programmes on behalf of the Scottish government. The five Home Energy Scotland advice centres, which provide free and impartial advice to homeowners, are managed by Energy Saving Trust.Responsibilities:• Completion and analysis of weekly and monthly reporting for distribution to the Scottish government• Administration of the telephony system; provisioning diverts and ratio splits to ensure the best possible cover over the five advice centres in Scotland.• Provide administrative support to the Home Energy Scotland teams• Monitor and manage the Scotland Operations inbox• Processing of invoices in a timely mannerAchievements: • Implemented and maintained the Mass Communications Register; used for the logging and tracking of advice centre KPI targets against various metrics to ensure fulfilment of contract obligations.• As the first point of contact and master user, initiated the rollout of the Home Energy Scotland SharePoint resource. For use by internal staff and Home Energy Scotland advice centre staff.• Improved and documented of variety of daily administrative processes, that resulted in increased productivity Show less Responsibilities: • Validation and processing of Green Homes Cashback scheme claims; ensuring applications adhere to strict criteria• Communication with applicants; requesting additional information and providing updates on the status of applications• Processing of assessor requests relating to the EPC address register • Administration duties including the recording and distribution of mail, and filing of processed vouchers.Achievements:• Team prime for Penny Lane (letting agent) applications• Assisted the assistant manager with various high-priority tasks Show less

  • Operations Support - Home Energy Scotland

    Oct 2014 - Jun 2015

  • Programme Administrator - Service Delivery

    Jul 2014 - Oct 2014
• 

  Auckland Council

  Nov 2015 - Mar 2022

  Lead a team of 16 Regulatory Support Officers, who support Licensing and Regulatory portfolios; Animal Management, Environmental Health & Alcohol Licensing. Working predominantly in SAP CRM.• Workload management• Point of contact for escalations and urgent requests; making sound businessdecisions based on the data provided• Provide coaching and support to staff• Identify and coordinate business improvement opportunities• Hiring and on-boarding new staff• Respond to Complaints and LGOIMA requests• Facilitate team meetings Show less A diverse and varied role, providing leadership for Reporting Analysts and Customer Response Coordinators within the Customer Experience and Engagement team.Core Responsibilities:• Develop and maintain reports for distribution to management• Allocate team workload and ensure completion within agreed time-frames• Point of contact for various projects, escalations, and urgent requests• Ensure SLAs are maintained for Complaints and Local Government Official Information and Meetings Act (LGOIMA) requests• Encourage and mentor staff members to ensure engagement• Review responses to Complaints and LGOIMA requests to ensure requests are responded to adequately• Interpret data and make recommendations to the business for process improvement • Facilitate team meetings on a regular basisAchievements:• Lead the Reporting Analyst team, who supported the business through the successful migration to a new CRM system (NewCore)• Appointed as the acting team leader for the Customer Experience and Engagement team on multiple occasions (20 staff)• Successfully implemented digital form templates, allowing in-house modification of Licensing and Compliance printable forms• Oversaw the development of the reporting process for the new Customer Experience Monitor Show less Core Responsibilities:• Assist with Licensing and Compliance ad-hoc data analysis requests• Dispatch and coordination of Complaints and LGOIMA requests• Analysis of data cleansing reports, and communication of required cleansing to relevant business partnersAchievements:• Completion of Local Alcohol Policy data enrichment project; where suggested formatting was approved for the relevant data standard• Creation and implementation of data cleansing guides to facilitate cleansing for the wider business• Creation of mobile solution (EasyForm app) for Alcohol Licensing Show less

  • Team Leader - Dog Registration Hub (Project)

    Apr 2021 - Mar 2022

  • Team Leader - Regulatory Support, Licensing & Regulatory Compliance

    Oct 2017 - Mar 2022

  • Team Leader - Dog Registration Hub (Project)

    Apr 2020 - Sept 2020

  • Senior Customer Experience Analyst / Assistant Team Leader - Licensing & Compliance

    Apr 2016 - Oct 2017

  • Reporting Analyst - Customer Experience and Engagement

    Nov 2015 - Apr 2016
• 

  Hawke's Bay Regional Council

  May 2024 - now

  • Team Leader Data Management

    Mar 2022 - now

  • Acting Manager Environmental Science

    May 2024 - now