Jessica Hay
Reporoa,New Zealand
Summary
Seasoned professional with a proven track record at Taupo District Council, adept in Agile Change Management and fostering continuous improvement. Demonstrates strategic thinking and effective leadership, enhancing team performance and customer experience. Excelled in implementing innovative digital solutions, achieving significant project adoption rates. Skilled in interpersonal communication, seamlessly aligning technical and business requirements.
Overview
21
21
years of professional experience
Work History
Trainer | Change Manager Digital Solutions
Taupo District Council
Taupo, New Zealand
10.2023 - Current
- Devised extensive Agile Change Management plans securing project integration.
- Conduct impact analyses to evaluate the organisational effects of proposed changes.
- Assessed organisational readiness to ensure smooth transitions.
- Create resistance management strategies and implement them
- Align changes with overarching business objectives.
- Document and report on change impacts and outcomes to maintain transparency and accountability.
- Monitor and communicate change progress to keep all stakeholders informed.
- Evaluate the effectiveness of the change program through feedback loops.
- Engage and manage key stakeholders to secure their support and active participation.
- Collaborate with cross-functional teams to ensure changes meet both technical and business requirements.
- Manage the internal communications platform and lead project to business communications.
- Design and oversee the delivery of training programs to facilitate seamless transitions.
- Develop and implement training programs tailored to organizational needs.
- Create and manage comprehensive training schedules and agendas.
- Design digital course content aligned with training objectives.
- Conduct training sessions and workshops for diverse audiences.
- Maintain and report data on training outcomes to track progress and identify areas for improvement.
- Foster a culture of continuous improvement and innovation within the organization.
- Support the implementation of new processes and technologies to drive efficiency.
- Identify opportunities and for business improvement, enhancing staff efficiency, and customer experience.
- Promote and implement innovative ideas and digital solutions to improve business processes and promote growth.
- Proactively understand and improve business processes, including procedures and performance development.
- Ensure accuracy and integrity of information and records in Council systems.
- Cultivate a high-performing, collaborative team environment.
- Monitor staff performance to ensure objectives are met
Process Manager Sales | All-around Sales Support
Qirion B.V.
Duiven, The Netherlands
01.2018 - 01.2023
- Develop and implement comprehensive sales processes, including roadshows, training programs, and individual coaching
- Anticipate and address potential issues, continuously analyze and improve sales processes for related departments and the team
- Create, implement, and manage the sales quotation tool, serving as the single point of contact for internal and external stakeholders and ensuring they are kept informed
- Oversee timekeeping for the sales process, tracking lead times for quotes and assignments sent to and received by our customers
- Provide administrative support for Qirion and Reddyn subdivision projects, ensuring smooth operations
- Support business and tender management activities, contributing to successful project outcomes
- Represent the team and department in various business projects, providing strategic input
- Monitor and ensure the quality of quotes provided to internal and external stakeholders
- Report, assess, and manage data quality, ensuring accuracy and reliability
- Maintain and update operational instructions, ensuring they are current and relevant
Utility Data Specialist | Business to Business
Kenter B.V.
Duiven, The Netherlands
01.2016 - 01.2018
- Manage business-to-business data related to energy consumption
- Monitor, report, and ensure the timeliness and quality of provided data
- Estimate and recalculate long-term electricity usage based on historical data
- Serve as the primary point of contact between internal and external stakeholders
- Act as a secondary point of contact for external company specialists to resolve complex disruptions and issues
- Anticipate and address potential issues, continuously analyze and improve the data chain processes
- Implement new or revised company-wide systems and processes
- Schedule maintenance and manage disruptions of electricity meters
Team lead Connectivity Centre | Project
Liander N.V.
Zutphen, The Netherlands
01.2016 - 12.2016
- Monitor and ensure the quality of team outputs and data, aligning with the expectations of internal and external business partners/stakeholders
- Drive continuous process improvement within the team and the operational chain
- Roster working hours for the team to optimize productivity and efficiency
- Report on team performance and progress to cross-functional management teams, ensuring transparency and accountability
- Provide on-the-job coaching to new team members to facilitate their integration and development
- Train team members on new processes and systems to ensure smooth implementation
- Represent the team in business projects, providing strategic input and leadership
- Act as the primary liaison between senior management and the team, ensuring clear communication and alignment
Technical Data Analyst
Liander N.V.
Zutphen, The Netherlands
01.2008 - 12.2015
- Monitor, report, and correct the quality of electricity data to ensure accuracy and reliability
- Resolve data chain disruptions and recalculate electricity usage based on historical data
- Anticipate potential issues, analyze, and report possible process improvements for the data chain
- Serve as the primary point of contact for external specialists and customers, ensuring effective communication and issue resolution
- Maintain and update operational instructions to ensure consistency and efficiency
Performance and Development Coach | Senior Customer Support Specialist
Nuon – Vattenfall B.V.
Arnhem, The Netherlands
01.2008 - 12.2015
- Conduct monthly progress and development meetings with all team members to ensure continuous improvement
- Train team members on new processes and systems to facilitate smooth implementation
- Provide on-the-job coaching to new team members to support their integration and development
- Analyze, prepare, and present output reports to management teams, offering insights and recommendations
- Measure the quality of input and output data to maintain high standards of performance
- Schedule and plan working hours for team members to optimize productivity and efficiency
- Represent the team in business projects, providing strategic input and leadership
- Serve as the single point of contact for the team and management, ensuring clear communication and alignment
Customer Support Specialist
Nuon – Vattenfall B.V.
Arnhem, The Netherlands
01.2005 - 12.2007
- Serve as the primary point of contact for customers reaching out via letters and emails
- Manage customer queries and complaints comprehensively, ensuring resolution from start to finish
- Perform data and order entry and manage customer administration tasks efficiently
- Correct invoices and customer data to maintain accuracy and reliability
- Create and maintain operational instructions to ensure they are current and relevant
Customer Service Professional
UPC Nederland B.V.
Nijmegen, The Netherlands
01.2004 - 12.2005
- Serve as the primary point of contact for customers reaching out via letters and emails
- Manage customer queries and complaints comprehensively, ensuring end-to-end resolution
- Perform data and order entry and efficiently handle customer administration tasks
- Acquire inbound extra service sales, enhancing customer satisfaction and company revenue
Education
Agile Change Management Certification -
London School of Business and Research
New Zealand01.2025
Black Belt in LEAN - Certificate of Training
Ngenious B.V.
The Netherlands01.2019
Green Belt in LEAN - CGBL Certification
IIBLC (International Independent Board For Lean Certification)
The Netherlands01.2019
Yellow Belt in LEAN - Certification
Ngenious B.V.
The Netherlands01.2017
Associate in Veterinary Medicine - Middle Business Management Certification
Aeres - Groenhorst MBO
The Netherlands01.2004
Department of Physical Therapy and Teaching -
HS van Arnhem en Nijmegen
The Netherlands01.2000
Secondary Education -
Dr. Albert Schweitzer and Radulphus College
Curacao01.1997
Skills
- Effective Leadership
- Interpersonal Communication Skills
- Strategic thinking
- Growth
- Adaptable Problem Solver
- Customer-Centric Approach
- Performance Coaching
- Operational Planning
Websites
Hobbies and Interests
- Spending time with dogs, alpacas, chickens, and goats.
- Helping husband on the farm on weekends.
- Enjoying nature through walks and meditation.
- Unwinding with a good meal and a movie.
Extra Certification
Hill’s Nutritional Adviser Programme Level I, II and III (Veterinary Prescription Diet)
Languages
English
Full Professional
Spanish
Full Professional
Dutch
Native/ Bilingual
Papiamento
Native/ Bilingual
References
References available upon request.
Timeline
Trainer | Change Manager Digital Solutions
Taupo District Council
10.2023 - Current
Process Manager Sales | All-around Sales Support
Qirion B.V.
01.2018 - 01.2023
Utility Data Specialist | Business to Business
Kenter B.V.
01.2016 - 01.2018
Team lead Connectivity Centre | Project
Liander N.V.
01.2016 - 12.2016
Technical Data Analyst
Liander N.V.
01.2008 - 12.2015
Performance and Development Coach | Senior Customer Support Specialist
Nuon – Vattenfall B.V.
01.2008 - 12.2015
Customer Support Specialist
Nuon – Vattenfall B.V.
01.2005 - 12.2007
Customer Service Professional
UPC Nederland B.V.
01.2004 - 12.2005
Agile Change Management Certification -
London School of Business and Research
Black Belt in LEAN - Certificate of Training
Ngenious B.V.
Green Belt in LEAN - CGBL Certification
IIBLC (International Independent Board For Lean Certification)
Yellow Belt in LEAN - Certification
Ngenious B.V.
Associate in Veterinary Medicine - Middle Business Management Certification
Aeres - Groenhorst MBO
Department of Physical Therapy and Teaching -
HS van Arnhem en Nijmegen
Secondary Education -
Dr. Albert Schweitzer and Radulphus College
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