Angela La’Croix
Papakura
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Readiness Manager (Secondment)
NZ Post
06.2023 - Current
- Spearheading the implementation and onboarding of new market products and service changes to a seamless integration into Customer service operations.
- Established a readiness framework to ensure we are better informed, ready and equipped to delivery change to the customer service team.
- Accountable for the development and delivery of knowledge content to the customer team and ensuring its relevance and usability.
- Established knowledge base standards and successfully redesigned layouts to ensure consistent and up to date information delivery to teams, enhancing customer service Knowledge management capabilities.
- Developed and implemented a robust Comms strategy to ensure effective creation,presentation and delivery of communications.
- Achieved departmental goals by developing and executing strategic plans.
- Refined and improved change processes ensure clarity of roles and delivery of work.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Continuous Improvement Manager
New Zealand Post
02.2021 - 06.2023
- Led development and execution of Continuous Improvement Projects.
- Engaged with diverse stakeholders to identify opportunities and communicate project outcomes effectively.
- Established measurable project standards and provided detailed progress reports to management.
- Coordinated with cross functional teams to sure that all parties are on track with project requirements, deadlines, and schedules.
- Leveraged change expertise to foster continuous learning.
- Leveraged Six Sigma methodologies to analyze process performance data, uncovering trends that informed strategic decision making.
- Lead a project
- Implemented standard work procedures across departments, for General Business project thus enhancing consistency and reducing variability in output quality.
- Projects worked on :
- Led and managed the consolidation, standardisation and migration of Knowledge to Saleforce.
- Streamlined and implemented a standard process/ functionality for small business customers to ensure better end to end customer experience.
Business Process Improvement Specialist
New Zealand Post
10.2020 - 02.2021
- Led and managed improvement initiatives across Customer Contact Centre in conjunction with Product owners and other departmental stakeholders to deliver efficiency and benefits to internal and external customers
- Identified, lead strategic improvement opportunities
- Worked on fine tuning Current processes to improve Product and service performance.
- Lead and managed transformation projects to deliver added value to customer, people and business.
- Presented findings and recommendations and communicating these to sponsors and key stakeholders
- Identified improvement opportunities and manage improvement requests from the business
- Managed and lead leaders to achieve desired results around customer satisfaction, efficiency and Cost reductions
- Coach and mentored Leaders in the use of improvement tools and methodology
- Supported Leaders and stakeholders to drive continuous improvement initiatives
- Promoted continuous improvement culture across the Customer Contact Centre.
- Worked With leaders to identify business needs and supported them to meet their strategic improvement goals
- Supported SME Leaders in identifying and running process improvement initiatives through the continuous improvement programme
- Projects worked on :
- Led and Managed outcomes for the Continuous improvement Programme
- Worked on improving the end to end Parcel Pick up Customer Experience project
- Worked on improving the process for Labelling Parcels to reduce call volume
- Standardised Customer Action end to end process to improve on time responses.
- Led the cross functional Customer Process Partnership Programme to improve and deliver on better improved processes.
- Created the BCP plan for the contact centre during COVID 19
- Mentored and supported leaders on improving agent efficiency via a task effectiveness Project.
Process Improvement & Documentation Specialist
New Zealand Post
11.2015 - 09.2020
- Created and maintained process frameworks
- Led and managed end to end process improvement projects
- Part of the frontrunner team, which is responsible for driving and leading, delivery of transformational change programs across the business to ensure business improvement
- Lead and facilitated change events and group sessions across the business
- Responsible for engaging and influencing senior business stakeholders to take ownership and to ensure the successful delivery of process improvement initiatives within their business area
- Was responsible to maintain management and process documentation to deliver consistent and efficient service for the National Call centre.
- Established process discipline and properly documented and communicated processes to ensure a consistent delivery of service and the highest level of customer care.
- Ensured project team and stakeholders were informed of relevant project activities
- Established and maintained a process improvement log and supported the contact centre leaders and managers to empower their people to contribute to process improvement within our business
- Developed and maintained processes for knowledge management to enable end users to complete more through digital channels and to reduce contact time and improve sales experience and conversion rates
- Projects worked on :
- Identified, Scoped and lead cost reduction initiatives to reduce customer pain points, reduce cost and improve efficiency (10 Projects simultaneously) (Overall benefit achieved:272,172 /80% of the target met)
- Benchmark analyses to provide target for AHT by customer and product segment
- Created and delivered a robust set of standard operating procedures for the contact centre agents to help integrate with salesforce platform
- Created and leading Continuous improvement programme (using elements of Agile)
- Trained Tls and SME agents on problem solving techniques
- (Using lean six sigma methodology)
- Part of the working group who was responsible for creating a Knowledge base for National Call Centre
- Worked on an improvement project for sales and service efficiency
- Improved processes and documentation strategy for sales and services
- Creating improved processes and methodology for Domestic and international letters and parcel delivery
- Created a robust Change Management framework for change requests and initiatives for the National call centre
- Part of a CRM Project –to improve customer experience through quick and effective service
- Worked on multiple projects including, new product implementation, automated letter-sending process, Improved Customer Action Request turnaround time, etc.
Contact Centre improvement Manager
Brand Developers PVT LTD
03.2014 - 11.2015
- Led process improvement initiatives across sales.
- Identified improvement opportunities and manage improvement requests.
- Documented and monitored business processes, rules, matrix and standard operating procedures as a result of improvement initiates.
- Created process frameworks and managing business improvement projects for sales.
- Worked collaboratively across the organisation to resolve complex issues
- Ensured project team and stakeholders are informed of relevant project activities.
- Communicated effectively with impacted staff and stakeholders.
- Managed change in coordination with team managers
- Conducted end to end process mapping.
- Projects worked on:
- Created the processes and documentation strategy for sales
- Rebuilt back end testing process, to align it with current business requirements
- Created a testing framework and process to ensure improved results
- Lead and managed a project on clearance of slow moving stock to increase revenue
- Automated allocation to increase efficiency and in turn increase revenue for sales
- Lead a process improvement project in discounting and call outcomes based on the priority of order
- Involved in a CRM project – email and date of birth capture
- End to end process mapping of product and agent lifecycle
- Identified additional revenue opportunity through lead management-2nd attempt sale to increase revenue and gain insights for process change
- Working with Business intelligence team – on standardising creating reports to identify clear sales focus areas
- Part of the process mapping and improvement of a new scripting tool
- Documented all standard operating procedures and processes for sales
- Scoped, planned and managed the agent onboarding project.
Team Manager –Sales and Change management
Brand Developers PVT LTD
08.2013 - 02.2014
- Lead an induction /90 days team, which ranged between 25- 40 agents
- Was responsible for their overall performance on the Company’s KPI’s
- Was responsible for developing capability within the team environment based on individual performance Weekly 1:1, goals and development plans.
- Took an active part in the recruitment process for new hires.
- Monitored staff performance, providing regular informal and formal feedback.
- Provided effective coaching and career plans for individuals within the team.
- Connected with team members, stakeholders and clients /customers internally and externally.
- Integrated new hires into the business to ensure a smooth transition and maximum engagement.
- Monitored and reported out progress towards achievement of centre KPIs and performance matrix.
- Drove consistent achievement of set targets and behaviours /values.
- Day to day planning, operation and problem-solving
- Encouraged and motivated the team to achieve and exceed performance targets
- Set clear expectations and keeping the team focused on correct priorities.
- Implemented corrective actions in case of non-achievement of targets.
- Monitored LTO Staffing and reactive interaction with WFM to ensure adequate resourcing on daily basis.
- Projects /additional responsibility Handled:
- Worked on clearance of absolute stock which resulted in revenue generation for the company
- Developed and executed Lean management on the Sales Floor
- Worked on an ERP CRM project, representing Sales, training, scripting and testing
- Responsible for change management for Sales, Customer service, Training and product testing
- Responsible for coordinating and imparting information to the necessary departments
- Responsible for generating effective processes for New product go lives to minimise time and increase effectiveness
- Regular check-ins to ensure tasks given are effectively completed or actioned
- Drive interdepartmental meets to understand gaps and insights for improvement
- Rebuilt Testing framework and working to align it to the company requirement
- Conducting product tests to increase revenue for the business
- Was part of a focus group for system enhancement.
Manager Operations and Process Performance Improvement
Oceans Connect PVT LTD
04.2012 - 03.2013
- Accountable for performance of 3 processes and teams up to 220 CSA’s and 8 TL's
- Responsible for forecasting and delivery of P&L
- Management Representative for ISO Certification 9001-2008
- Client Liaison Responsibility including account development
- Generated New revenue streams for the business
- Supported the delivery and skill transfer of In house leadership Development Program
- Interacting with Support functions for staffing scheduling requirements and performance reporting
- Responsible for Monitoring the performance of teams, maintaining Shift Statistics
- Ensure efficiency in process operations and meeting of individual and group targets
- Determining training needs of employees
- Conducting suitable training programs to enhance their operational efficiency leading to increase productivity
- Leading, directing and managing inbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards
- Utilised superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients
- Responsible for overall direction, Coordination Planning, assigning and directing
- Direct Client interaction, correspondences with the client and its customers
- Identifying capacity limitations bottlenecks and process problems and bringing about improvements in the same
- Responsible for Annual Appraisals and Budgeting
- Produced and presented monthly Client reports and Operational review to the COO
- Conducted interviews as part of the recruitment process for operations rounds for Team leaders and Team Coaches.
Assistant Manager Quality and Transformation
Oceans Connect PVT LTD
04.2011 - 03.2012
- Responsible for managing 8 Customer Experience Coaches 4 Process Excellence Champions and 5 Data process Advisors
- Responsible for setting up and driving the Customer Experience Program across the organisation
- Designed the Operational Manual for the organisation
- Rebuilt Training and Recruitment working to align them to the Customer Experience requirements
- Designed the Customer Experience form for an outbound Campaign
- Drove interdepartmental meets to understand gaps and insights for improvement
- Identify, highlight areas of improvements and bring about continual improvement throughout the organisation
- Personally coached, trained and mentored direct subordinates and provided career development opportunities through training and quality management activities
- Responsible for Driving Quality Improvement for all processes in the organisation
- Producing and presenting monthly client reports
- Produced and presented monthly Quality reviews to the COO
- Supported the project management team in an outbound project
- Script Building and Coordination with departments for Project Go live
- Responsible for highlighting project progress and updates in Executive meetings
- Assisted the Project Manager in his duties and functions.
Team Leader Operations
Oceans Connect Pvt ltd.
04.2009 - 03.2011
- Lead a team of 40 Customer service agents, 2 floorwalkers
- Provide direction to floorwalkers and team coaches
- Drove process improvement through better Quality calls and sales
- Achieving Daily and monthly revenue Targets
- Implement corrective actions in case of non-achievement of targets
- Handle day to day issues on the floor
- Deal with concerns of associates and Ensure discipline on the floor
- Execute team building activities
- Conducting individual monthly 1:1s with agents
- Monitor LTO Staffing and reactive interaction with WFM to ensure adequate resourcing
- Drove multi-skilling strategies to improve productivity
- Ensure retention and job satisfaction among the team
- Control absenteeism
- Initiated team division across the organisation to increase process performance
- Monitor staff performance, providing regular informal and formal feedback
- ISMS and ISO Audits
- Supported Monthly Client Process Billing
- Conducted interviews as part of recruitment process for operations rounds for CSRs
- Producing and presenting monthly team leader 1:1 performance reports to the Process Manager.
Quality Analyst
Oceans Connect Pvt ltd.
04.2008 - 03.2009
- Responsible for Performing Quality Checks for the process
- Provide appropriate feedback and ensure performance improvement
- Responsible for Creating Quality Awareness - including orientation, display of posters etc
- Drove and performed Process Improvement Projects
- Supported Small Group initiatives like ISO documentation and audits
- Analyse, identify and highlight gaps and defects in the process
- Providing insights on process health weekly /monthly
- Training new hires on Process and customer experience
- Part of the team who embedded a customer service process in the UK
- Helped in Transitioning Process Knowledge of 2 new processes from the UK to India.
Customer Service Representative
Oceans Connect Pvt Ltd.
07.2005 - 03.2008
Education
Bachelors of Commerce -
Vidhya Bhavan Collage Of Commerce
01.2008
India -HSC-Higher Secondary Certificate Examination -
Vidhya Bhavan Collage Of Commerce
01.2008
India -SSC-Senior Secondary Certificate Examination -
St Anne’s High School
01.2003
Skills
- MS Office: Excel 2010,Word, Power point, Visio
- Operating Systems: Windows 98,7
- Team Leadership
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Project Management
- Performance Management
- Customer Service
- Problem Resolution
Certification
- ISO 9001:2000, 2008, 2008
- Lean Six Sigma black belt body of Knowledge, 2011, 2011
- Lean Management, 2013, 2013
- Agile Fundamentals, 2018, 2019
- Agile Product Ownership, 2020
Accomplishments
- Front Runner Award- for delivering Change
- Gold award for delivery change across the organisation 20 18
- Quality Excellence Award for highest quality score for 2 quarter 2007
- Customer Experience award for exceeding customer expectations and delighting the customer via Customer testimony.
- Team Retention Award for minimum attrition for all quarters
- Team Leader Award for Quarter 2 in 2010
- Employee of the Quarter for successfully implementing the customer Experience program in 2011
- COO Award for overachieving Customer Experience Scores for 3 Quarters.
- Part of the team that was sent to UK for setting up a process in UK which was successfully completed and embedded.
- Supported the transitioning of 2 processes from UK to India.
- Management Representative for the ISO Audit
Timeline
Customer Readiness Manager (Secondment)
NZ Post
06.2023 - Current
Continuous Improvement Manager
New Zealand Post
02.2021 - 06.2023
Business Process Improvement Specialist
New Zealand Post
10.2020 - 02.2021
Process Improvement & Documentation Specialist
New Zealand Post
11.2015 - 09.2020
Contact Centre improvement Manager
Brand Developers PVT LTD
03.2014 - 11.2015
Team Manager –Sales and Change management
Brand Developers PVT LTD
08.2013 - 02.2014
Manager Operations and Process Performance Improvement
Oceans Connect PVT LTD
04.2012 - 03.2013
Assistant Manager Quality and Transformation
Oceans Connect PVT LTD
04.2011 - 03.2012
Team Leader Operations
Oceans Connect Pvt ltd.
04.2009 - 03.2011
Quality Analyst
Oceans Connect Pvt ltd.
04.2008 - 03.2009
Customer Service Representative
Oceans Connect Pvt Ltd.
07.2005 - 03.2008
Bachelors of Commerce -
Vidhya Bhavan Collage Of Commerce
India -HSC-Higher Secondary Certificate Examination -
Vidhya Bhavan Collage Of Commerce
India -SSC-Senior Secondary Certificate Examination -
St Anne’s High School
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