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Work Background
Voice of Customer Lead
Tuatahi First FibreVoice of Customer Lead
Feb. 2023 - May. 2025Hamilton, Waikato, New Zealand
Customer Experience Lead
Tuatahi First FibreCustomer Experience Lead
Jun. 2019 - Feb. 2023
Service Desk Projects & Process Lead
Tuatahi First FibreService Desk Projects & Process Lead
Jan. 2017 - Jun. 2019
Scope Team Leader
Tuatahi First FibreScope Team Leader
Oct. 2015 - Jan. 2017
Senior CSR
Tuatahi First FibreSenior CSR
Mar. 2015 - Oct. 2015
Customer Service Representative (CSR)
Tuatahi First FibreCustomer Service Representative (CSR)
Jul. 2014 - Mar. 2015Provided frontline support to service providers ordering fibre and customers connecting. Gained first-hand understanding of the fibre journey and customer pain points, which became foundational to later CX work.
Customer Service, Training & Leadership (Inbound Call Centre)
Spark New ZealandCustomer Service, Training & Leadership (Inbound Call Centre)
Jul. 2007 - Oct. 2012Hamilton, Waikato, New ZealandLeadership & development roles: • Seconded as Team Leader, providing leadership and support to frontline staff, managing escalations, and driving team performance. • Selected for the Sales & Capability Team as a trainer, facilitator, and content designer for staff learning programs. • Facilitated onboarding and training for call center teams, including developing interactive learning content (WINK & Adobe Captivate). • Mentored new trainees and coached sales teams in the Sales Boot Camp initiative. • Led system improvement projects, including: o miBase (knowledge database) project – updated and rewrote standard operating procedures for reps. o Customer Portfolio Repositioning (CPR) project – wrote SOPs, conducted user testing, and managed reporting for new home package launches. • Consistently exceeded monthly sales targets, achieving top sales on site (Nov 2010). • Recognized with multiple awards, including Employee of the Month and the "Being Your Best" performance award for project excellence.
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