Karen Jones
Te Awamutu,WKO
Summary
Results-oriented professional with expertise in product knowledge, collaboration, and effective communication. Committed to driving customer-focused solutions that enhance product design and performance. Passionate about leading and empowering staff to champion operational efficiency and customer experience.
Overview
10
10
years of professional experience
Work History
Product Specialist - MINDA
LIC
09.2019 - Current
- Provide customer facing support regarding the technical use, functionality, and features of the MINDA product suite.
- Work with Product Owners and Product Managers in cross-functional teams to provide the SME component to the product development of MINDA. Ensuring a customer-centric approach.
- Provide bespoke reporting and analysis for internal needs drawing fromboth Business Objects and SQL Server
- Worked within product lifecycles, incorporating design thinking principles, and UA testing for product features
- Captured and analysed customer feedback to improve product design and performance for future development
- Collaborated with sales teams to enhance product knowledge and training materials
- Facilitated workshops with farmers and industry professionals around MINDA use.
- Assisted in creating documentation for compliance with regulatory standards
SPACE Operations Manager (secondment)
LIC
07.2024 - 05.2025
- Managed daily operations of a customer facing including scheduling, resource allocation, and customer relations
- Created and maintained key performance indicators to track operational efficiency and effectiveness. Specifically relating to our Spring Campaign
- Established clear communication channels between departments and third party stakeholders; facilitated weekly meetings between departments and businesses to discuss issues and ongoing work
- Recruited, hired and trained new staff on customer service and product support and delivery
- Guided the team and customers through a consultation period and product shutdown. Involving the creation of processes with external partners to minimise customer impact
- Provided leadership, insights and mentoring to employees for career development
MINDA Experience Manager (secondment)
LIC
12.2023 - 05.2024
- Managed customer feedback systems to gather insights on service improvements
- Maintained strong relationships with key stakeholders to align on experience initiatives
- Tracked performance indicators such as response times, resolution rates, and customer feedback scores
- Coordinated cross-functional activities between departments such as marketing, comms and the sales team
CEC Team Manager
LIC
05.2017 - 09.2019
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential and maintain a positive work environment.
- Collaborated with CEC Manager on strategic planning initiatives for growth and development of the CEC
- Created a positive work environment by setting clear expectation and providing resources necessary for success as well as conflict resolution where needed
- Supported centre with recruiting and retaining high-performing talent.
Customer Expereince Representative
LIC
10.2016 - 04.2017
- Assisted customers with inquiries and resolved service issues promptly
- Handled escalated calls from customers with professionalism and empathy.
- Performed administrative tasks such as data entry, data correction and report creation for both internal and external customer use
- Demonstrated excellent problem solving skills when resolving complex customer issues
- Utilised various software programs such as SAP CRM, Zendesk Support System, Telephony systems, to manage incoming inquiries
Assistant Hotel Manager
Jura Hotel
, Isle of Jura, Scotland
04.2015 - 08.2016
- Assisted in managing daily hotel operations and staff scheduling
- Implemented training programs for new staff on customer service protocols
- Handled guest inquiries, invoicing and resolved complaints promptly and professionally
- Monitored inventory levels and ordered supplies as needed for operations
- Conducted daily customer tasks such as table service, bar service, reception tasks as well as supporting housekeeping
Education
Post Graduate Diploma - Rural Business Management
Massey University
Palmerston North, NZ05-2009
Bachelor of Science - Agriculture
Massey University
Palmerston North, NZ05-2008
Skills
- Product knowledge
- Collaboration
- Problem solving
- Effective communication
- Leadership
- Analytical thinking
- Adaptability
- Openness
Accomplishments
- Two-time Customer Care Award winner, LIC
- Graduate of the Emerging Leader Course, LIC
References
References available upon request.
Timeline
SPACE Operations Manager (secondment)
LIC
07.2024 - 05.2025
MINDA Experience Manager (secondment)
LIC
12.2023 - 05.2024
Product Specialist - MINDA
LIC
09.2019 - Current
CEC Team Manager
LIC
05.2017 - 09.2019
Customer Expereince Representative
LIC
10.2016 - 04.2017
Assistant Hotel Manager
Jura Hotel
04.2015 - 08.2016
Post Graduate Diploma - Rural Business Management
Massey University
Bachelor of Science - Agriculture
Massey University
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