Brooke Penny

• Provide excellent customer service by efficiently resolving issues and responding to enquiries
• Listen to a vast array of customers' questions and concerns to provide answers or responses
• Manage the on-site Fred Lewis Foundation desexing programme
• Ensure the accuracy of animal microchip database
• Oversee adoptions, from enquiry to adoption approval
• Content creation for the Gisborne SPCA Facebook channel

• Responsible for minimising nuisance and disruption caused by road maintenance activities, while ensuring high levels of customer and client satisfaction
• Promoted a company-wide culture of delivering excellent customer service
• Organised stakeholder meetings with operational team members to ensure feedback of stakeholder responses and requests
• Work with operational teams to develop and maintain consistency in external communication format and language, including full ownership and execution of the Waka Kotahi NZ Network Outcomes Contract (NOC) — Customer & Stakeholder Communication Management Plan (CSCMP).

HIGHLIGHTS

• Improved the CSCMP audit result from ‘Non-Compliance’ to ‘Outstanding’ within six months (2020)
• Directed media communications for the Gladstone Road Renewal project, including liaison with over 300 business owners, resulting in a complaint-free project (2019)
• Completed IAP2 — a training programme that provides people and organisations with the skills to successfully develop authentic community engagement (2020)

• Responsible for the restructure of BDO Gisborne microsite, based on functionality and user experience
• Provide internal communication support and internal company newsletter
• Advise the General Manager about market trends and provide recommendations
• Write and publish web copy and client case studies

• Responsible for all aspects of retail store operations, including the strategy and development of people and community
• Ensure team members provide a high level of customer service, guest education, and complaint resolution
• Build capabilities within the team to drive strategy and achieve results through facilitating personal development and goal-setting workshops
• Develop and execute a social media strategy and community pre-branding
• Direct product testing and community outreach activity to increase brand awareness
• Manage the store’s Facebook channel
• Manage brand ambassador relationships at grassroots, face-to-face level
• Responsible for the overall regional budget and all controllable expenses

HIGHLIGHTS

• Store exceeded sales expectations by 10% in opening quarter – Q4 2013
• Independently hired, on-boarded and trained 22 staff for New Zealand’s largest store
• Led pre-branding activity and on-boarding of four regional brand ambassadors
• Completed 12-week in-house management training across Auckland and Australia, predominantly the Takapuna, Britomart and Ponsonby stores
• Attended Lulemon Athletica AUS/NZ annual leadership conference in Melbourne, Australia

• Day-to-day execution of the marketing strategy and budget
• Collaborate with Head of Sales to support commercial initiatives and provide targeted marketing collateral
• Social media management – Twitter, Facebook, Vimeo and LinkedIn
• Write and distribute the open-source community newsletter
• Manage, update and maintain the community and commercial blog at silverstripe.org and silverstripe.com
• Manage and create content for websites silverstripe.com and silverstripe.org
• Organise media releases and case studies with Account Managers to promote commercial client projects
• Manage communication with the open-source developer community through various online channels, predominantly via direct message
• Manage and publish the Community Developer Network and Developer
  Showcase
• Create and implement the Emergency Public Relations Plan and act as media Point of Contact (PoC), in particular during CWP (Common Web Platform) procurement
• Collaborate with Head of Design in the creation and distribution of company branded merchandise and creative assets

HIGHLIGHTS

• Collaborated with Head of Marketing and CEO to develop the SilverStripe brand, core values, persona and brand positioning which led to the company vision, mission and SilverStripe tagline – ‘Create the Web’
• Encouraged SilverStripe evangelism through projects like the SilverStripe International Hackathon at silverstripe.org and SilverStripe 3 Theme Contest
• Co-ordinated event sponsorship of NZ Marketing Summit 2013, alongside sponsorship of not-for-profit organisations including Hackers & Founders – a local group which fosters technology entrepreneurship
• Promoted to Marketing Coordinator from Office Administrator in 2011 – former responsibilities included administrative support to personnel within the company, including the CEO
• Project managed client support requests and internal developer resourcing for web projects and version upgrades
• Contributed toward the restructure and wireframe development of silverstripe.org, gaining experience in website usability
• Acted as Marketing Communications Manager during Head of Marketing absence

Engagement Essentials, Engaging with Influence, Conflict in Engagement & Engagement Design