PEOPLE
----------steve miller
Contact centre service channel design and delivery
- leadership of design, implementation and management of customer contact centre business model for Westpac NZ with integrated IVR/staffed service handling 120,000 calls per day (100K IVR, 20K staffed) using Genesys CTI/routing and Periphonics IVRs. Services included email and internet support through a virtual contact centre with 500 seats across three sites
- thought leadership and QA for implementation of expansion of the Quitline contact centre including an IVR delivering services and information in 5 languages
- input and guidance for the implementation of a distributed contact centre at PSIS
Implementation of customer experience quality & workforce management practices
- implementation of call quality monitoring, scoring and reporting tool for 500 contact centre agents across 6 contact centres for Westpac
- implementation of Customer Experience Quality Management practices at Mercury Energy, Vodafone, Metrowater and BOC Gases.
- implementation of workforce management business practices at Vodafone NZ, Metrowater and ANZ-National
Contact centre and service delivery channel review and enhancement
- contact centre and IT Help Desk reviews for Vodafone, ACC, Quitline, DTR, Toll NZ and Telecom PNG
- Customer channels and service delivery channel enhancement assignments for PSIS, Dick Smith Electronics, House of Travel, DTR, Brittain Wynyard, TAB, Toll NZ IT Help Desk, KiwiRail and Interislander customer and logistics contact centres
Business/technology integration leadership
- Business change design, management support and user testing design/execution for the roll-out of VoIP contact centre systems across KiwiRail contact centres nationwide
Commercial infrastructure and organisation
- integration project manager and later Chairman of Electronic Transaction Services Ltd Board responsible for establishing a shared bank EFTPOS switching infrastructure for use at point of sale by retailers across New Zealand
----------roz cracknell
Contact centre leadership, review and update
- National Call Centre Manager for Westpac call centres (300 seats in 3 locations around New Zealand). Responsibilities included HR leadership and service delivery
- leadership of 100 seat contact centre at Clear Communications
- leadership of forecasting, scheduling and resourcing teams at Westpac and Clear Communications
- design and implementation of contact centre job design and performance measures for Westpac, Vodafone, Metrowater, Quitline and House of Travel
- review and implementation of contact centre improvement opportunities at ACC, Metrowater, House of Travel, Dick Smith Electronics, Tower Insurance and KiwiRail
- Change management and phone practices training for the roll-out of VoIP contact centre systems across KiwiRail contact centres nationwide
Business Transformation for Contact Centre CTI implementation and WFM
- thought leadership for business transformation in support of the implementation of Genesys CTI systems at Vodafone NZ including softfone, reporting and queue management design & training
- implementation leadership to update workforce management business practices at Air New Zealand, Vodafone, Metrowater and ANZ-National
Customer Experience Quality Program implementation
- project management of implementation of call quality monitoring, scoring and reporting tool for 500 contact centre agents across the 6 Westpac contact centres - thought leadership, facilitation of workshops and mentoring to implement a customer experience evaluation program for Mercury Energy, Vodafone NZ, Quitline, Metrowater and BOC Gases
IT Help Desk Practices development & operation
- led a Customer Interaction Processes Update program at Toll NZ IT Help Desk including organisational restructure and role/KPI redevelopment (all levels)
- acted as relieving IT Help Desk Manager at Toll NZ for 4 month period and at the same time assisted with recruitment for permanent role
----------samantha gouveia
Product/channel management
- contact centre business risk, process compliance and capacity management gatekeeper for product owners wishing to have calls handled by the contact centre for campaigns and service for Westpac and Tower Managed Funds call centres
- delivery channel review and strategy development for PSIS
- three months as interim Quitline Contact Centre Manager
Process re-engineering
- re-engineered and documented over 200 business processes for Westpac contact centres. Designed screens and supporting front and back office processes for the call centre desktop applications
- redesigned the Westpac IVR menu structure, range of services and prompt wording
- re-engineered the call centre telephony practices, reporting and real time management for Tower Managed Funds handling 30,000 calls per month
- documented and re-engineered over 50 processes for the Fonterra contact centre
- thought leadership around business requirements, process design and telephony for PSIS Distributed Contact Centre
Call centre project management and business-technology integration
- review, QA and project management of expanded inbound/outbound call centre operation for Quitline call centre in Wellington
Change leadership & Technology integration
- project management of product purchase, supply and implementation of new call centre phone system and real time reporting performance package for Tower Managed Funds and for The Quit Group
- established and documented telephony business requirements for Toll Global Forwarding and for 3M
Web site review
- completed web site reviews (layout, presentation, navigation and functionality) for PSIS, DTR and Dick Smith Electronics |
