Dipshika Anmol Narayan
Hamilton,Waikato
Summary
Experienced and people-focused leader with a proven track record as a team lead at Inland Revenue. Known for driving performance through coaching, data-driven insights, and inclusive leadership. I bring a strong understanding of IR systems, policies, and values, and have consistently delivered measurable improvements in team efficiency, customer outcomes, and staff engagement. Skilled in navigating high-pressure situations, supporting internal development, and fostering a positive team culture grounded in accountability and trust. Committed to contributing to IR’s strategic goals and the social and economic well-being of New Zealand through fair, collaborative, and customer-centric leadership.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Team Lead
Inland Revenue
Hamilton, Waikato
03.2025 - Current
- Delivered data-informed coaching to address performance issues, leading to reduced sick leave, and improved customer service integrity.
- Used workforce activity monitoring, call observations, and leave trends to identify behavioral gaps, and support targeted development.
- Developed and implemented personalised improvement plans, including coaching and EAP referrals, resulting in zero sick leave use for five consecutive weeks.
- Managed urgent business needs (e.g., account closures and tech transitions) by reallocating tasks using real-time workforce data, while maintaining adherence and service levels.
- Ensured equitable task redistribution and transparent communication during fast-paced transitions, strengthening team cohesion and leadership trust.
- Championed continuous improvement initiatives, reducing Average Handle Time (AHT) by nearly 20% (from 26 to 21 minutes) through structured escalation methods.
- Drove a 90%+ reduction in productivity loss by addressing late logins and early logoffs via visible calendars, START/STOP tracking, and clear behavioral expectations.
- Reinforced a culture of accountability through regular team meetings, inclusive of Te Ao Māori activities and meeting minutes, aligning with IR’s commitment to Te Tiriti o Waitangi.
- Boosted morale by celebrating staff achievements (e.g., recovering $150,000, and 10-year work anniversaries) and delegating leadership tasks to aspiring L2s.
- Supported work-life balance and well-being by adjusting schedule and hours for staff with caregiving responsibilities, improving overall team resilience and engagement.
- Actively contributed to IR’s strategic direction by fostering a collaborative, customer-centric, and inclusive work environment, grounded in equity and trust.
Customer Service Officer
Inland Revenue
Hamilton, Waikato
09.2023 - 03.2025
- Demonstrate IR's values through your behaviors and decisions to positively contribute to the economic and social well-being of New Zealand.
- Provide customer service across a variety of channels and products, both proactively and reactively, to help customers get it right from the start.
- Use available information and intelligence to understand the customer's situation, and provide tailored, real-time service to ensure first contact resolution wherever appropriate.
- Prepare case work activity, connecting with Legal Services for legal enforcement to support long-term customer compliance.
- Promote digital self-service as the channel of choice for customer interactions, to influence customer behavior, and to support improved customer experience.
- Work across IR to access technical specialists to support the resolution of complex customer needs.
- Work in a networked way across IR, and use insights gained to develop solutions for customers.
Insurance Consultant
New Zealand Automobile Associations
Hamilton, Waikato
02.2022 - 09.2022
- Maintained up-to-date knowledge of all relevant legislation governing the insurance industry.
- Provided ongoing customer service support, responding to inquiries in a timely manner.
- Assisted customers in filing claims and providing necessary documentation upon request.
- Developed client-specific insurance plans tailored to individual needs and preferences.
- Developed appropriate quotes based on risk information.
- Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
2IC Manager
Platypus Shoe
Hamilton, Waikato
02.2021 - 02.2022
- Oversaw day-to-day store operations, including opening and closing procedures, cash handling, banking, and team coordination in the manager's absence.
- Led, coached, and motivated team members to meet daily sales targets, delivering a consistent customer experience aligned with company standards.
- Conducted staff training on upselling techniques, product knowledge, and service excellence, contributing to improved team performance.
- Managed stock levels, visual merchandising, and store presentation to maximise product visibility and drive sales.
- Handled escalated customer queries and complaints with professionalism, resulting in positive outcomes, and repeat business.
- Supported rostering, sales reporting, and performance tracking to ensure efficient operations and accountability.
Education
Bachelor of Applied Management (Majoring in Project Management) - Business Management
Southern Institute of Technology
Invercargill, NZHigh School Diploma -
Fraser High School
Hamilton12-2015
Skills
- Customer advisory
- Change management
- Data analytics and insights
- Digital literacy
- Information and knowledge management
- Leadership
- Quality decision-making
- Workforce management
Certification
- Inland Revenue Leadership program: Ki Te Whaiao graduate 2025
- Full driver's license
- New Zealand citizen
Languages
Hindi
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Team Lead
Inland Revenue
03.2025 - Current
Customer Service Officer
Inland Revenue
09.2023 - 03.2025
Insurance Consultant
New Zealand Automobile Associations
02.2022 - 09.2022
2IC Manager
Platypus Shoe
02.2021 - 02.2022
Bachelor of Applied Management (Majoring in Project Management) - Business Management
Southern Institute of Technology
High School Diploma -
Fraser High School
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