- Sports, including football, cricket and formula 1
- I love running and participate in marathons
- I love traveling with my family
David Johnson
Papakura,AUK
Summary
Accomplished Senior Advisor and Team Leader with a proven track record at multiple organizations, adept in coaching and training and customer service excellence. Spearheaded quality frameworks and transformed team performance, leveraging skills in complaint resolution and team management. Excelled in nurturing talent, achieving significant enhancements in service delivery and team capabilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Advisor
Kainga Ora
01.2023 - Current
- Mentored and trained highly talented staff, which prepared team members for providing exemplary service to customers.
- Designed and delivered workshops to leaders and aspiring leaders on all aspects of leadership and coaching.
- Led Quality and Assurance team.
- Helped create and implement new quality framework, including designing processes, calibration and training.
- Developed custom reports to address specific business needs and support decision-making processes.
- Assisted in the recruitment process by interviewing candidates for various roles within the department.
Sales Team Leader
Southern Cross Healthcare
02.2022 - 01.2023
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Built strong team by recruiting and developing top sales talent.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Boosted sales performance by implementing effective team training and coaching strategies.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Customer Service Team Leader
Southern Cross Healthcare
05.2021 - 02.2022
- Mentored new hires, providing guidance to ensure their successful integration into the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Transformed a disengaged low performing team into the highest performing team.
- Helped team members recognize their potential and developed them into leadership posistions.
Customer Service Team Leader
Auckland Transport
07.2018 - 05.2021
- Led a team of 14 CSR's who handled interactions across multiple platforms. Including calls, emails, webchat and social media.
- Provided and delivered coaching and development to help staff grow and achieve success in different roles.
- Led the project to implement webchat into the contact centre.
- Created and implemented new rostering system for the leadership team to ensure equality and fairness.
Education
High School Diploma -
Castle Hills Community Arts College
UK05-2005
Skills
- Organizational development
- Team management
- Complaint resolution
- Relationship building and management
- Sales coaching
- Call centre experience
- Motivation techniques
- Training development aptitude
- Call center operations
- Feedback delivery
- Training facilitation
- Customer service excellence
Accomplishments
- Created and delivered a 10 month coaching framework program, which included delivering more than 20 separate workshops across Auckland and Wellington.
- Turning a disengaged, unmotivated low performing team, into the contact centres highest performing team.
- developing, coaching and training people within my team who have used these skills to become leaders themselves or expand into different positions.
Certification
- Level one language course in Indonesian from the Auckland University of Technology.
Interests
Timeline
Senior Advisor
Kainga Ora
01.2023 - Current
Sales Team Leader
Southern Cross Healthcare
02.2022 - 01.2023
Customer Service Team Leader
Southern Cross Healthcare
05.2021 - 02.2022
Customer Service Team Leader
Auckland Transport
07.2018 - 05.2021
High School Diploma -
Castle Hills Community Arts College
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