Summary
Overview
Work History
Skills
Websites
Specialistskills
Qualificationsandcertificates
Recentkeyprojects
References
Additional Information
Timeline
Generic

Bernadette Erasmus

Hamilton,WKO

Summary

I am a dedicated and results driven Customer Experience Team Leader specialising in staff development, change management, operational governance and compliance. My focused
approach is on delivering organisational targets and objectives while ensuring each team member has the necessary
training and tools for success. My commitment to excellence and strategic leadership ensures the achievement of
organisational goals and success. I am a friendly, trustworthy, reliable and loyal person with a genuine care for
people. I’ve got a great sense of humour, work well in a team, and I am very approachable. I am interested in career
opportunities where I can utilise my current skillset and continue to grow and develop.

Overview

23
23
years of professional experience

Work History

Customer Experience Team Leader

Hamilton City Council
10.2021 - Current
  • Manage a customer service team, to optimise the performance through coaching and development to enable the team to deliver on outcomes by improving their performance capability and culture.
  • Support the customer service team 24/7 and participate in Oncall across the team when required and support external councils during afterhours.
  • Build strong working relationships and partnerships with all our HCC Business units so that we are delivering what they need from us for their businesses.
  • Manage all escalated customer issues and respond accordingly and ensure management are informed of any ongoing or reputational issues.
  • Team engagement – working with the team to provide a positive working environment which encourages diversity of thought and new ideas.
  • Developed improvement initiatives to grow our customer experience and meet the needs of our customer and community by implementing our new telephony system "Genesys PureCloud" across the customer team which has reduced response to customer inquiries through phone and email interactions and provided excellent reporting data. (Currently working through phase 2 that will develop our omnichannel teams and streamline workforce management.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Cash handling/EFTPOS which includes managing cash holdings and reconciliation, overseeing daily team cash management including start and end of day procedures
  • Actively participate, comply and engage in all health and safety activities, policies, and practices including Civil Defence.

Product Support Team Leader

NZ Safety Blackwoods
02.2020 - 10.2021
  • Enhanced customer satisfaction by efficiently addressing and resolving support issues.
  • Conducted regular team meetings for open discussions, information sharing, and goal alignment among members.
  • Delivered regular progress reports to management, highlighting key successes and areas for improvement.
  • Built strong relationships with other departments to facilitate collaboration on complex or technical client concerns.
  • Increased team productivity by implementing performance metrics and setting clear expectations.
  • Installed and configured operating systems and applications such as 8x8 for omnichannel purposes.
  • Configured and tested new software and hardware - new headsets.
  • Generated reports to track performance and analyze trends.
  • Mentored new hires, promoting a positive work environment and fostering professional growth.
  • Achieved consistently high customer feedback scores through diligent follow-ups on case resolutions.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

Sales and Retention Leader

Genesis Energy
09.2017 - 01.2020
  • Built high-performing teams by recruiting top talent and providing ongoing support through professional development programs.
  • Responsible for overseeing the sales team; coaching and developing them to reach
    sales targets
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Led team by answering complex customer questions and mentoring personnel one-on-one.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Generated reports detailing findings and recommendations.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Maintained team flexibility and embraced change to adapt within dynamic markets.

Team Leader Sales and Service

Spark NZ
11.2015 - 09.2017
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
  • Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.

Parts Warehouse Supervisor

Jaguar and Landrover
09.2007 - 08.2008

Administration and Purchasing Officer

JBL Engineering
01.2002 - 10.2006

Skills

  • Proven leadership skills, demonstrating the ability to articulate the customer service vision and take people on a service improvement journey
  • Communication – clear and concise, with varying communication styles depending on the audience
  • Extensive inbound and outbound Customer and Contact Centre experience in leadership
  • Strong level of Customer Service experience displaying
    Empathy, patience and listening skills
  • Ability to manage client/stakeholder expectations in a
    Professional manner
  • Strong social and cultural awareness
  • Cash Handling
  • Flexible Schedule
  • Shift Scheduling
  • Performance Evaluations
  • Technical Support

Specialistskills

  • Customer service and liaison
  • Team leadership
  • Stakeholder relationship management
  • Business administration
  • Sales and marketing
  • Call centre management
  • Project management
  • Public relations
  • Effective communication
  • Strategic planning
  • Organisation
  • Time management
  • Creative problem solving
  • Operational improvement

Qualificationsandcertificates

  • Wintec - First Line Management Level 4
  • Project Management - University of Auckland
  • Call Centre Management - University of South Africa

Recentkeyprojects

  • Key lead in the implementation of Genesys Purecloud Contact Centre Software and also from part of the steering committee.
  • Phase 2 of Genesys is currently underway with the introduction of chat, and workforce management.
  • Re-aligned our Customer and Community focus and become more customer centric, I worked closely with our Libraries and Aquatics team to centralise their phones into the contact centre.


References

  • On request

Additional Information

We are moving to Perth and New Zealand Citizens.

My husband will start working on 16 September based in Henderson, and I will be in Perth in the first week of November.


Timeline

Customer Experience Team Leader

Hamilton City Council
10.2021 - Current

Product Support Team Leader

NZ Safety Blackwoods
02.2020 - 10.2021

Sales and Retention Leader

Genesis Energy
09.2017 - 01.2020

Team Leader Sales and Service

Spark NZ
11.2015 - 09.2017

Parts Warehouse Supervisor

Jaguar and Landrover
09.2007 - 08.2008

Administration and Purchasing Officer

JBL Engineering
01.2002 - 10.2006

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Bernadette Erasmus