Hayley Hewer

Training

- Implemented a temp training course to meet needs of an increasing workload within our centre

- Implemented & delivered a customised training course to 5 business units, enabling business continuity in the event of a major interruption to our operations.

- Trained new Team Leaders on our business units, systems and processes.

Quality Assurance

- Implemented an email quality program to provide measurable and coachable results to enhance our written communication.

- delivered external benchmarking reports to further enhance our customer experience offering and support the centre with competing in Industry Awards.

CS Operations

- Conducted interviews & testing for potential employees and providing input on hiring decisions.

- Added additional direct reports outside of my immediate team to further develop my people leadership skills and increase my knowledge of our centres day-to-day workflow.

- Managed the CSC in the absence of our Services Manager, ensuring business continuity and support for our team.

Stakeholder management

- Presented and showcased our centres productivity and achievements at internal events; such as the Dulux NZ & Customer Service Conferences.

- Engaged & maintained relationships with DuluxGroup stakeholders, across several business units to develop strong connections for the centre.

- Engaged & maintained relationships with external stakeholders such as Learning Planet, Skills Consulting Group, Customer Contact Network New Zealand, CRM Consulting Ltd, Chandler Macleod & Beyond Recruitment.

People Leadership

- Managed 10 direct reports across 2 different teams within the Centre

- Supported underperforming CSR's through informal action plans to help them improve their quality of work.

- Reduced high unplanned leave through leave management processes e.g. consistent discussions, monitoring of unplanned leave rates, issuing letters of expectations and delivering performance improvement plans.

- Prepared & delivered coaching sessions for CSR's, QA/Trainers and Team Leaders to support and develop their skills

- Developed a coaching library to support Team Leaders.

Change management

- Supported the implementation of a major system upgrade on the project team through user acceptance testing, training creation and delivery, communication to internal and external parties, monitoring of post go-live operations and coaching delivery for CSR's.

Knowledge Management

- Initiated process reviews across business units to implement efficiencies and enhancements to our day-to-day operations.

- Designed and delivered internal training courses.

- Maintained our internal knowledge database with process/information changes.

- Engaged and maintained relationships with key stakeholders to ensure our team had access to accurate and reliable information.

- Assisted with implementation of new programs, systems & processes, including the roll out of C4C, a new knowledge database & call quality program.

- Conducted quality assurance reviews to ensure the service we provide stakeholders, met DuluxGroup and industry standards.

Highlights within this role would be winning Customer Service Professional of the Year and becoming a CCINZ Trainer of the Year finalist.

I answered inbound calls & emails, providing frontline customer support. I completed data entry tasks (orders/claim processing) efficiently and accurately, resulting in further training in additional businesses and specialised tasks.

Highlights included assisting with a major retail customer, transitioning to EDI.

I managed inbound telephone enquiries from consumers and merchants, processing and advising of financial applications, account creation and training of new colleagues.

As a contractor, I managed inbound telephone enquiries, data entry, creation of customer accounts, maintenance of personal account holder information and training new colleagues.

I supported several different departments with administration tasks such as creation and distribution of agendas and meeting minutes, file management, User acceptance testing (UAT) & content creation/maintenance for a new website.