Catherine Sekiguchi

To drive continuous improvement across the Infrastructure team and Enterprise Model to build a strong collaborative partnership and assist with the facilitation of change improvement projects. Working primarily with project and business teams to adopt new ways of working, drive continuous improvement and develop collaborative high performing teams. Drive any required Step changes and assist in developing and executing strategies to drive value driven and collaborative ways of working in both BAU processes and complex business projects.

• Led and managed Watercare's Value Realisation Implementation (VRI) programme which was established to enhance the delivery of the Watercare Enterprise Model, a $13 billion programme of work. This complex programme spans a nine-year timeframe and involves coordination among six different organisations.
• Work openly with people of all levels and organisations, ignoring politics and the noise that comes with organisational change. Maintain an enthused and positive demeanor while relentlessly pursuing excellence.
• Mentored Project Managers in continuous improvement methodologies while also fostering an environment conducive to learning.
• Embedded a continuous improvement and lean mindset within the business to support and maintain a culture of positive change
• Identified and analysed opportunities for business improvement activities based on value centric thinking
• Training, coaching, skills development via workshops, hands on coaching engagements and driver of the communities of practice
• Seek constructive outcomes in discussions, challenging traditional assumptions whilst remaining willing to compromise when it is beneficial to progress
• Ongoing development of the continuous improvement methodology and promote it across the business.
• Ensure that all risks and issues are managed in alignment to the defined delivery approach
• Managed multiple projects simultaneously, ensuring timely completion while adhering to budget constraints.
• Leveraged Six Sigma methodologies to analyze process performance data, uncovering trends that informed strategic decision making.
• Developed comprehensive reports for senior management, highlighting progress towards objectives and areas requiring further attention.
• Changed existing processes and implemented new processes to improve efficiency by 30%.
• Spearheaded the adoption of advanced analytics tools to better monitor and predict production performance, enabling proactive adjustments for optimization.
• Championed new Lean strategies, framework and project elements to drive multidisciplinary growth and process overhaul.
• Foster a partnership approach to working with the other teams across the organisation and the key business stakeholders.

Provide support and guidance for system functionality to both customers and team members. Provide insights, advice and potential solutions for all retail functions.

• Subject Matter Expert as part of the Strategic Transformation Programme for the Customer and Billing value stream.
• Managed multiple high-priority projects simultaneously, consistently meeting deadlines while maintaining attention to detail.
• Maintained comprehensive documentation of technical processes, facilitating knowledge sharing among team members.
• Provided exceptional customer support, resolving complex technical issues with effective communication skills.
• Trained staff and team members on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
• Mentored fellow team members in advanced technical concepts, fostering a collaborative work environment where ideas were freely exchanged.
• Guided staff technology use, assisting with troubleshooting and quality control to streamline operations.
• Championed the adoption of agile development methodologies within the organization resulting in faster project delivery and increased flexibility for change requests.
• Led successful IT infrastructure upgrades, minimizing disruption to business operations during transitions.
• Reduced downtime by proactively identifying potential network problems and implementing corrective measures.
• Streamlined technical workflows for enhanced productivity through the implementation of automation tools.
• Improved systems with addition of new features and infrastructure.
• Enhanced interfaces to promote better functionality for users.
• Delivered polished presentations detailing technical specifications and benefits of new systems and components.
• Led and implemented several ad hoc projects for business units such as customer text service for sending through their monthly meter reading via a digital platform as meter reader unable to access water meter due to access issues.

To produce accurate water, wastewater and sundry invoices in a timely and efficient manner. This will support the customer services group to provide an outstanding service for all the people of Auckland.

• Researched and resolved billing discrepancies to enable accurate billing.
• Identified, researched, and resolved billing variances to maintain system accuracy and currency.
• Worked with multiple departments to check proper billing information.
• Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
• Enhanced customer satisfaction with timely and accurate invoice generation.
• Optimized workflow processes for increased productivity within the Billing Department, enabling staff members to focus on more strategic tasks.
• Strengthened client relationships through effective communication regarding billing issues and concerns.
• Improved billing accuracy by implementing a streamlined invoicing process.
• Supported company growth initiatives by maintaining a scalable billing infrastructure capable of handling increased volumes of transactions smoothly and efficiently.
• Streamlined interdepartmental communication to accelerate resolution of overlapping or unclear charges on customer accounts.
• Continuously updated billing policies and procedures, ensuring that the department remained agile in response to evolving business needs.
• Collaborated with customers to resolve disputes.

• Generated increased revenue with targeted sales strategies and effective client relationship management.
• Participated in ongoing professional development programs to continuously enhance product knowledge and advisory skills.
• Mentored junior advisors, sharing industry knowledge and best practices to improve overall team performance.
• Assisted clients in navigating complex policy documents, promoting transparency and understanding of coverage details.
• Developed comprehensive risk assessments to ensure appropriate coverage recommendations for clients.
• Improved overall efficiency within the agency by identifying and implementing new technologies for streamlined policy management and client communication.
• Expanded professional network through active participation in industry events and conferences, increasing referral opportunities.
• Established credibility as a trusted advisor by consistently offering sound advice based on thorough research of available insurance products.
• Stayed up-to-date on industry trends and regulations, providing clients with accurate information and advice on their insurance options.
• Conducted thorough policy reviews, identifying gaps in coverage and recommending suitable adjustments.
• Collaborated with underwriters to negotiate favorable terms and conditions for client policies.
• Promoted cross-selling opportunities within the agency by collaborating closely with colleagues from other lines of business.
• Educated clients on insurance policies and procedures.
• Analyzed customer needs to provide customized insurance solutions.
• Calculated premiums and established payment methods for sales.
• Analyzed risk factors to recommend appropriate coverage levels.
• Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Monitored customer feedback and identified areas of improvement.
• Created sources for continuous client referrals within community and with businesses using extensive networking skills.
• Developed and implemented promotional strategies to increase customer base.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Processed customer service orders promptly to increase customer satisfaction.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Tracked customer service cases and updated service software with customer information.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
• Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
• Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
• Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Delivered prompt service to prioritize customer needs.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Maintained up-to-date knowledge of product and service changes.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Trained new personnel regarding company operations, policies and services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

• Negotiated settlements with customers facing financial hardship to maintain goodwill while recovering outstanding debt.
• Reviewed collection reports regularly with management to provide updates on progress and potential areas for improvement.
• Consistently met or exceeded monthly targets for successful collections, contributing to the overall financial health of the organization.
• Conducted credit reviews for current clients to determine appropriate risk levels and adjust credit limits as necessary.
• Increased recovery rates by conducting thorough investigations into debtor circumstances and tailoring collection approaches accordingly.
• Trained new team members in company policies, procedures, and best practices for successful collections management.
• Developed comprehensive knowledge of relevant regulations and industry best practices to ensure compliance in all collection activities.
• Enhanced department reputation by establishing rapport with clients, demonstrating an understanding of their financial situation, and offering assistance where possible.
• Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
• Improved cash flow by prioritizing high-risk accounts and negotiating mutually beneficial payment plans.
• Provided excellent customer service while resolving disputes, addressing concerns, and finding win-win solutions for both parties involved.
• Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.
• Collaborated with legal counsel on complex cases, ensuring all necessary documentation was prepared for litigation.
• Assisted in developing new strategies to increase recovery rates on delinquent accounts without compromising client relationships or business reputation.
• Utilized analytical skills to identify trends among delinquent accounts and develop targeted action plans.
• Streamlined collection processes for increased efficiency, resulting in a higher success rate of collecting outstanding debts.
• Maintained up-to-date knowledge of industry trends and developments, applying new approaches as needed to improve overall collections performance.
• Collaborated on collection and dispute resolution issues.
• Identified and discussed with management opportunities for improvements to procedures and internal controls.
• Analyzed customer financial records to determine appropriate payment plan.
• Established relationships with customers to encourage payment of delinquent accounts.