Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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Karen Spencer

Half Moon Bay,New Zealand

Summary

Experienced professional with a strong track record in optimising business operations. Proficient in budget administration, staff training, and procedural monitoring to enhance efficiency and meet operational goals.

Promotes an open and transparent work environment, fostering collaboration and high performance among team members. Demonstrates tenacity and agility, adapting swiftly to changing circumstances and challenges. Committed to driving results through effective communication and support for team initiatives.

Overview

17
17
years of professional experience

Work History

Manager – Auckland Airport Parking & Customer Experience

Secure Parking
Auckland, New Zealand
08.2018 - Current
  • Oversaw valet parking, car grooming, forecourt, and carpark operations to ensure seamless service delivery.
  • Established efficient workflows to align with contractual requirements and enhance productivity.
  • Monitored budgets and expenditures to achieve cost-effectiveness while upholding quality standards.
  • Managed relationships with key stakeholders at Auckland International Airport to strengthen partnerships.
  • Directed six managers and approximately 180 staff to maintain high performance across operations.
  • Developed and reported KPIs in accordance with contractual obligation metrics for performance evaluation.
  • Implemented continuous process improvements to drive operational excellence.

Group Customer Journey Manager

The Comfort Group (otherwise known as Sleepyhead)
, New Zealand
03.2012 - 08.2018
  • Managed approximately 40 team members, including three Customer Journey Specialists and one Team Leader.
  • Developed and executed Customer Journey Strategic Plan to enhance customer satisfaction.
  • Led strategic projects focused on improving Customer Journey and achieving desired outcomes.
  • Oversaw recruitment, performance management, mentoring, and training of Customer Service staff across Australia and New Zealand.
  • Established and monitored KPIs for Executive Team, including operational measures and Customer Satisfaction metrics.
  • Implemented continuous process improvements across all customer interaction points to streamline service delivery.
  • Facilitated compliance with Consumer Law in NZ and Australia regarding product warranty claims.
  • Built collaborative relationships with retailers to foster partnership and improve service delivery.

Customer Services Manager

Basford Brands NZ Ltd (known as Maurice Kain NZ Ltd)
, New Zealand
03.2008 - 04.2012
  • Managed order sales staff to ensure timely dispatch of orders.
  • Oversaw adherence to discount structures and maintained special pricing with Account Managers.
  • Directed full office operations, including lease agreements and maintenance services.
  • Developed and monitored Customer Service KPIs, providing regular reports on performance.
  • Served as a key member of Senior Management Team, contributing to strategic decisions.
  • Ensured Customer Services Team remained informed about promotions and new products.
  • Maintained loyalty club benefits, delivering discounts and samples promptly to members.
  • Resolved customer issues, including warranty claims and quality concerns, efficiently and effectively.

Education

Bachelor Science - Microbiology (not completed)

Massey University
Palmerston North, NZ

Skills

  • Budget management
  • KPI development
  • Process improvement
  • Stakeholder engagement
  • Team leadership
  • Customer relationship management
  • Operational excellence
  • Time management
  • Decision-making
  • Relationship building
  • Staff management
  • Operations management
  • Coaching and mentoring

Affiliations

  • Family - mum to three grown children
  • Animals - Family includes four cats and a dog. Have a real passion for animals and have rescued many animals and given them a home over the years.
  • Travel

References

References available upon request.

Timeline

Manager – Auckland Airport Parking & Customer Experience

Secure Parking
08.2018 - Current

Group Customer Journey Manager

The Comfort Group (otherwise known as Sleepyhead)
03.2012 - 08.2018

Customer Services Manager

Basford Brands NZ Ltd (known as Maurice Kain NZ Ltd)
03.2008 - 04.2012

Bachelor Science - Microbiology (not completed)

Massey University

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Karen Spencer