Summary
Overview
Work History
Skills
Accomplishments
Certification
Affiliations
References
Timeline
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JAY SCHWARTFEGER

Cashmere,Christchurch

Summary

Results-driven Customer Service Enhancement professional with demonstrated success at Meridian Energy in elevating operational efficiency and customer satisfaction. Proficient in data analysis and cross-functional team leadership, leading initiatives that enhanced service delivery and workforce management. Notable achievements include a substantial increase in NPS, reflecting strong change management and stakeholder engagement capabilities.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Service Enhancement Lead

Meridian Energy
05.2023 - Current
  • Lead teams to deliver tasks to efficiently accomplish service goals.
  • Utilised advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Utilised various software and tools to streamline processes and optimise performance.
  • Achieved cost-savings by developing functional solutions to problems.
  • Achieved future-focused orientation for Workforce Management operations.
  • Implemented strategies leading to significant improvement in real-time service efficiency.
  • Developed performance reporting including post-interaction CSAT and customer behaviour insights.

Independent Contact Centre Consultant

Meridian Energy
11.2022 - 05.2023
  • Evaluated three critical areas: Ways of Working, Workforce Management, and Genesys Cloud Optimization.
  • Analyzed complex information from multiple sources to identify patterns or trends that could be used as a basis for decision-making.
  • Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
  • Developed a Contact Centre Enhancement Roadmap addressing report insights.
  • Collaborated with clients to develop action plans to address specific challenges and objectives.

Customer Success Manager

Smartly Limited
08.2021 - 08.2022
  • Led team leaders, workforce, and quality assurance analysts.
  • Oversaw managerial mentoring during recruitment and issue resolution.
  • Developed and upgraded operational processes in service delivery.
  • Achieved a 10-point increase in company NPS within the first 90 days through successful recruitment of 19 staff.
  • Analyzed customer data to identify trends, issues, and opportunities for improvement.

Contact Centre Manager

New Zealand Qualifications Authority
12.2019 - 08.2021
  • Directed and mentored team members in the Contact Centre.
  • Spearheaded change initiatives to enhance Contact Centre operations.
  • Integrated PureCloud for voice and web chat communication.
  • Implemented post-engagement voice CSAT survey tools and generated detailed reports.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Performance Improvement Analyst, Organisational Performance and Customer Insight

New Zealand Qualifications Authority
10.2018 - 12.2019
  • Implemented ongoing advancement initiatives.
  • Spearheading the modernization initiative at NZQA Contact Centre.
  • Deployed Telephony and IVR solutions to gauge customer experience.
  • Enhanced attention to modern performance measures.
  • Gathered requirements from stakeholders to inform system design decisions.
  • Designed test plans to ensure quality assurance standards were met.

Coordinator, Assuring Consistency

New Zealand Qualifications Authority
10.2015 - 10.2018
  • Managed implementation of quality assurance protocols ensuring consistency.
  • Executed data and trend analysis, project planning and management.
  • Created and maintained accurate records of departmental activities, including budgets, personnel documents and project timelines.
  • Streamlined complex invoicing through detailed data analysis.

Skills

  • Cross-functional team leadership
  • Customer Service Leadership
  • Change Management
  • Telephony and IVR configuration
  • Data analysis and insights
  • Recruitment Proficiency
  • Stakeholder Engagement
  • Performance Reporting
  • Process Development
  • Project and Change Management

Accomplishments

  • 2024, 100% Outstanding Rating on EOY Review
  • 2020, Value-added rating on Performance Review
  • 2019, Value-added rating on Performance Review
  • 2017, NZQA Recognition of Customer Service Excellence Award
  • 2012, Westpac Life Rewards and Recognition Award
  • 2011, Westpac Committee member for 'Westpac Chopper Appeal month' and 'Buddy up for Canterbury.'
  • 2009, Achieved 3 100% Call marks
  • 2009, Received a trip to Hawaii for the top Insurance Sales Consultants.
  • 2008, Cigna Top Insurance Sales Consultant Award two months in a row.
  • 2008, Cigna Outstanding Sales Award four business quarters in a row.

Certification

  • 2020 - Stepping up to Leadership, Brandheart
  • 2019 - Influencing workshop, People Skills Consulting
  • 2018 - Te Ataarangi Modules 1 and Level 2, NZQA
  • 2017 - Design Thinking 101, Victoria University of Wellington.
  • 2017 - Completed Effective Event Management, Victoria University of Wellington.
  • 2017 - Completed Engaging Effectively with Stakeholders, Victoria University of Wellington.
  • 2015 - Certificate in Project Management, Academy of Training.

Affiliations

  • Upcycling second hand clothing
  • Adventure sports
  • Music lover - "polyJAMourous"

References

Available on request

Timeline

Service Enhancement Lead

Meridian Energy
05.2023 - Current

Independent Contact Centre Consultant

Meridian Energy
11.2022 - 05.2023

Customer Success Manager

Smartly Limited
08.2021 - 08.2022

Contact Centre Manager

New Zealand Qualifications Authority
12.2019 - 08.2021

Performance Improvement Analyst, Organisational Performance and Customer Insight

New Zealand Qualifications Authority
10.2018 - 12.2019

Coordinator, Assuring Consistency

New Zealand Qualifications Authority
10.2015 - 10.2018
JAY SCHWARTFEGER