Kiri Townsend

• Utilised strong interpersonal communication skills during customer interactions, and fostered trusted relationship with customers.
• Assisted customers with setting up or closing accounts, signing up for new services, completing and assessing loan applications.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Proactively provide solutions with various bank products and services including restructuring customers banking through effective needs analysis to ensure customers needs are met.
• Promoted financial products by maintaining excellent service offering knowledge

Sport Integrity Commission NZ, formerly Drug Free Sport NZ is an independent Anti-doping Agency responsible for operating the NZ Sport anti-doping programme for elite athletes in New Zealand.

My responsibilities as an Independent Contractor:

• Planning and organising for drug testing of elite athletes (National & International) while ensuring procedures comply with the International Standard for Testing set by the World Anti-doping agency and covered under the New Zealand Sports Drug Agency Act 1994.
• Responsible for liaising with different National Sport Organisations, Event and Sport Officials, Coaches and Athlete support personnel and providing various documents and reports to DFSNZ.
• Maintaining integrity of sample collection process by ensuring the process is within policy guidelines and procedures are strictly adhered to.

• Utilised strong interpersonal communication skills during customer interactions, and fostered trusted relationships with customers.
• Assisted customers with setting up or closing accounts, signing up for new services, completing and assessing loan applications.
• Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
• Proactively provide solutions with various bank products and services including restructuring customers banking through effective needs analysis to ensure customers needs are met.
• Promoted financial products by maintaining excellent service offering knowledge

• Leading, Coaching and Motivating team of 12 processing operators (Direct Reports)
• Planning, organising and monitor workflow to ensure deadlines are met
• Manage and monitor quality of work undertaken is to agreed standard and take immediate action where necessary to resolve any issues and or errors identified.
• Build and maintain effective working relationships with colleagues and wider Statistic NZ teams, management and technical leads to ensure Census 2013 processing targets are achieved.
• Risk Management – ensure all processes are compliant with all data security and confidentiality is maintained at all times.
• Provide regular progress reporting and contribute to effective shift debriefs daily by updating and sharing information across all teams.

• Direct Reports – Team of 11 – Banking/Lending Consultants, Customer Service Officers and Banking Representatives.
• Creating value within shop by maximising revenue of all Post and Kiwibank business by providing full service of all products and services including Residential Lending. Ensure that all Residential lending, insurance and credit card processes are of good quality and within policy guidelines to minimise risk to Kiwibank.
• Developing and driving High Performance Sales and Service culture by being key people leader responsible for communicating Retail and channel strategy, implementing sales methodologies and measurement frameworks, leading team through change, coaching and developing team, motivating and building engagement of team to enhance team’s ability to deliver against Retail business targets.
• Increasing Customer Satisfaction – Champion consistent delivery of customer experience through delivery of our customer promise. Drive sales and services environment focused on customer experience.
• Managing cost – actively review all financial and KPI information and proactive take action to implement changes and develop proposals which grows sales, reduces costs, and maximises efficiency.
• Build and maintain effective relationships between channels/business units and business partners and/or organisations to help achieve company strategic goals.
• Implement appropriate sales methodologies, measurement systems and frameworks to support consultative and proactive sales and service culture.
• Risk Management – ensuring Shop is compliant with all appropriate legislation, policies and procedures and other contractual obligations.

• Responsibilities were same as detailed under Manager / Banking Consultant – Lambton Quay.
• Due to New Zealand Post Store Network restructure announced and implemented in May 2011, Manners St branch was one of the branches to close.
• Responsible for preparing team for the changes and successfully leading them through the change while maintaining a high level of service to our customers and managing any adverse impact to our customers and the business.

• Responsibilities were same as detailed under Manager Postshop / Banking Consultant – Lambton Quay although this store did not provide full lending services.