Anne Cooper
Auckland
Summary
I am seeking position within a dynamic and innovative organisation which offers variety and the opportunity for both business and personal growth particularly in the facilities management and human resource areas. I envisage a leadership role which fully utilises my skills and strengths where I will be judged by my achievements. My goal is to play a pivotal role in an organisation where I achieve results by making a measurable contribution through creative leadership, teamwork, passion enhanced by the drive to succeed.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Merchandiser
Kings Seeds
Auckland, New Zealand
06.2017 - 01.2022
- Managed seed display stands to enhance visual merchandising and drive sales at 8 Kings Plant Barn locations.
- Collaborated with Kings Plant Barn staff to optimise inventory levels and improve product availability.
- Streamlined stock replenishment processes, reducing out-of-stock instances significantly.
Practice Manager
Optimum Health Chiropractic
Auckland, New Zealand
02.2005 - 08.2021
- Responsibilities include:
- Collaborated with Chiropractor to align treatment plans with patient needs and expectations.
- Managed daily practice operations to optimise appointment scheduling, patient records management and billing functions.
- Reception duties and trained other receptionists.
Operations Delivery Manager
Spark, Formally Telecom (NZ) Limited
Auckland, New Zealand
02.2004 - 02.2005
- Supported customer satisfaction and business objectives by executing world-class service in mass market contact center operations.
- Supervised three service operations teams in Auckland, Hamilton, and Christchurch, fostering collaboration among 3 direct reports and 15-20 indirect reports to achieve service excellence.
- Streamlined key operational tasks to ensure exceptional service delivery, directly benefiting frontline agent teams and overall operational effectiveness.
- Led and developed teams across multiple sites to achieve operational targets by applying agreed-upon service operations procedures, ensuring timely and logical execution.
Operations Manager – Online
Gen-i Limited
Auckland, New Zealand
10.1998 - 01.2004
- Oversaw management of helpdesk and server administration teams to ensure efficient outsourced IT support operations.
- Oversaw service delivery management in alignment with service level agreements, ensuring client satisfaction.
- Executed implementation of new client accounts within department, ensuring seamless integration and operational efficiency.
- Facilitated resolution of issues while enhancing existing service methodologies.
- Oversaw planning, assignment, and direction of team workflows.
- Conducted interviews and managed hiring processes while coordinating training initiatives for help desk system support personnel and team leaders.
- Evaluated team member performance through regular assessments.
- Spearheaded various projects across the organization, including health and safety committee initiatives, peer recognition council activities and social club events.
Service Desk Representative
BellSouth
01.1996 - 01.1998
- Staff selection and recruitment.
- Implemented staff retention strategies to foster a supportive work environment and reduce turnover.
- Assisted in delivering customer training sessions and workshop presentations. Supported teams in conducting effective customer workshops and training activities. Facilitated customer training initiatives and workshop presentations.
- Managed escalations and resolved complex issues to maintain high service standards.
Manager's Assistant
McDonald’s System of New Zealand
01.1992 - 01.1995
- Assisted in managing shifts for up to 30 restaurant staff members. Supported team performance during busy shifts to enhance service quality.
- Assisted in managing gross profit by analyzing financial data. Supported assessment of profit and oversight of controllable stock.
- Performed administrative tasks to support office operations. Managed cash ledgers to maintain accurate financial records. Assisted with product inventory and stock ordering to ensure sufficient supplies. Processed payroll to ensure timely employee compensation.
- Staff training; supervised and managed the training and development of others.
- Assisted in selecting candidates for open positions. Supported team leaders in conducting performance evaluations.
- Executed comprehensive equipment maintenance protocols to ensure optimal functionality.
- Assisted customers with inquiries to enhance satisfaction. Provided support in resolving customer issues efficiently.
Education
Graduate Business Diploma - Human Resource Management
The University of Auckland Business School
01-2001
BA - Psychology
The University of Auckland
01-1995
BSc - Physiology/Pharmacology
The University of Auckland
01-1992
Skills
- Clear verbal and written communication
- Process improvement identification
- Transforming challenges into mutual benefits
- Strong understanding of human resources practices
- Proficient in computer applications
Certification
- Certificate in Relaxation Massage – (NZ College Massage - in progress 2006)
- Creating Superior Value - Management Training (Telecom 2004)
- Service Excellence Customer Services training (DDI/Sheffield 2003)
- Excel 2000 Essentials, Building Skills and Advanced (Auldhouse Computer Training 2003)
- ITIL - IT Service Management Essentials (Pink Elephant 2002)
- Key Account Management (Champagne Training 2002)
- IMI Training (1999)
- Personal Efficiency Program (1998)
- St John’s Ambulance Workplace First Aid (1997, 2004)
- McDonald’s Basic Management Course II (1995)
- McDonald’s Basic Operations Course I (1995), achieved Gold Hat, Arches and MDP awards
Timeline
Merchandiser
Kings Seeds
06.2017 - 01.2022
Practice Manager
Optimum Health Chiropractic
02.2005 - 08.2021
Operations Delivery Manager
Spark, Formally Telecom (NZ) Limited
02.2004 - 02.2005
Operations Manager – Online
Gen-i Limited
10.1998 - 01.2004
Service Desk Representative
BellSouth
01.1996 - 01.1998
Manager's Assistant
McDonald’s System of New Zealand
01.1992 - 01.1995
BA - Psychology
The University of Auckland
Graduate Business Diploma - Human Resource Management
The University of Auckland Business School
BSc - Physiology/Pharmacology
The University of Auckland
Strengths
- Service delivery focused achieving or exceeding service level targets.
- A strong team manager.
- Experienced in building a climate within team that has a sense of purpose and challenge.
- A genuine commitment to the ongoing technical and personal development of staff.
- Open and effective communication.
- Good ability to relate to people and empathise with their point of view.
- Strict adherence to issues of confidentiality.
- Setting and achieving goals and targets within time frames.
- Exceptional customer service with ‘can-do’ attitude.
- Energetic, positive approach to work.
- Strong work ethic.
- Continued striving for personal growth and development.