Elizabeth Payne
Auckland,AUK
Summary
Customer Experience Manager providing leadership to Customer Service Representatives and serving as escalation point for customers and internal departments. Providing all internal and external stakeholders with updates and status reports. Delivering excellent customer experiences through knowledge, fairness and consistency. Strong people management skills to coach, lead and develop employees. Highly motivated in driving sales/positive outcomes to support business goals. Detail-orientated and attentive.
Overview
9
9
years of professional experience
Work History
Customer Experience Manager
Home Express Limited
06.2018 - Current
- Champion exceptional experiences at every touchpoint throughout the buyer's journey – from initial contact to post-sale support.
- Spearhead process improvement projects that identify inefficiencies within current workflows; implement changes resulting in more efficient business operations.
- New employee development and on-going performance assessment of current employees.
- Allocate tasks to existing support team members to streamline work according to skills and strengths.
- Collaborate with marketing teams to align messaging and promotions with customer needs and expectations.
- Supervise and drive daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Cultivate a supportive team environment that encourages open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
- Manag budget allocation and resource utilization
- Analyze and report on KPIs to validate and demonstrate department success and identify trends and areas for improvement.
Wealth Operations Team Leader
ASB
09.2017 - 06.2018
- SLA management and workflow, monitoring of phones grade of service.
- Wide variety of general admin, reporting and risk management tasks and maintenance of various databases.
- Manage complaints and compensation payments for whole of Wealth Operations department.
- Continuous Improvement using specific WorkSmart tools.
- Using WorkSmart continuous improvement tools made significant time savings and efficiencies.
- Coaching, mentoring, call and email quality checking.
Collections Officer/Team Leader
Inland Revenue Department
03.2015 - 09.2017
- Negotiated collection of tax and applied relevant legislation.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Escalations and complaints
- People management – leave/sickness/rostering
- Planning and allocation of work
- Quality reviewing and approvals
Education
Bachelor of Arts - Experience of Writing With European Studies
University of Derby (UK)
DerbyDiploma - Proofreading And Editing
New Zealand Institute of Business Studies
Auckland, NZ10.2019
Skills
- Collaborative leadership
- People management
- Procedure writing
- Data analysis
- Budgeting and allocation
- Root Cause Analysis
Timeline
Customer Experience Manager
Home Express Limited
06.2018 - Current
Wealth Operations Team Leader
ASB
09.2017 - 06.2018
Collections Officer/Team Leader
Inland Revenue Department
03.2015 - 09.2017
Bachelor of Arts - Experience of Writing With European Studies
University of Derby (UK)
Diploma - Proofreading And Editing
New Zealand Institute of Business Studies
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