Our People

Samantha Gouveia

Samantha Gouveia has worked in the New Zealand contact centre industry, in a range of roles for over 20 years. She has worked with a wide variety of organisations including Westpac, Fonterra, Mercury Energy and Air New Zealand.

Sam has been a Senior Consultant at absol since the company was established. She has completed many contact centre reviews and projects ranging from contact centre strategy to process re-engineering in company merger situations.  Her specialities are Project Management, workforce planning, building contact centre staffing models and customer experience business processes.

Sam has also worked on several contract assignments as Workforce Planner and Contact Centre Manager.

Customer Interaction Channel management and business-technology integration

• Customer channel strategies including how each channel could provide a better customer touch point
  
• Web site, IVR / self-service channel reviews - menu designs, call flows, web designs, web offerings as part of a total customer interaction strategy.
  
• Moving from service based channels to a sales and service operation.
  
• Customer interaction channel integration in merger or business consolidation.
  

Clients include: Fonterra, Westpac, 3M, Heartland Bank, Tower Managed Funds, Air New Zealand, Dick Smith Electronics

Business Analysis & Project Management

• Creation of key documents including Business Requirements, Business Cases, Project plans, budgets, risks and mitigation strategies
  
• On site project management, to assist customers in implementing these initiatives
  

Clients include: Marac Insurance Ltd, NZ Post, Fonterra, Westpac, Heartland Bank  

Contact Centres

• Contact centres review against best practice providing feedback on gaps, risks, quick wins and opportunities for improvement.
  
• Assistance with staff selection and mentoring
• Interim Contact Centre manager on contract

Clients include: AMI, Tower Managed Funds, The Quit Group, Air New Zealand, Meridian Energy

Workforce Management (WFM) and Workforce Planning

• WFM practices reviews to identify gaps against best practice
  
• Creation of worload forecasts and staff rosters based on analysis of customer interactions, volumes and behaviour patterns with due allowance for staff shrinkage 
  
• Contract services as a Workforce Planner
  
• Hands on training and mentoring of clients in using their in-house WFM software.
  

Clients include: Mercury Energy, AMI, The Quit Group, Heartland Bank

Business Processes

• Business process documentation and management - issues, business risks, potential impact, compliance and best practice techniques
  
• Business process mapping and re-engineering  to balance business risk with sound, client-friendly processes
  
• Introduction of new processes and products into phone, web or contact centre channels
  

Clients include: Westpac, Tower Managed Funds, Fonterra, Heartland Bank, TBFree, Marac Insurance Ltd, NZ Post.

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