Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Lani Freeman

Auckland,AUK

Summary

Dynamic Customer Experience Manager at NZME with a proven track record in cross-functional collaboration and incident management. Enhanced team performance through effective mentoring and training, achieving significant improvements in customer satisfaction. Skilled in O365, I excel in delivering exceptional service while fostering a culture of teamwork and continuous improvement.

Overview

12
12
years of professional experience

Work History

Customer Experience Manager

NZME
10.2023 - Current
  • Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Conducted regular performance reviews with team members, fostering professional growth and development.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Increased employee retention through effective training and mentorship programs.
  • Established cross-functional teams for improved communication between departments and better customer experiences.
  • Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Enhanced team performance with regular coaching sessions focused on empathy and problem-solving skills in customer interactions.

Technology Service Delivery & Incident Manager

NZME
02.2017 - 10.2023
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
  • Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
  • Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
  • Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
  • Assessed incident priority based upon impact to business and escalated issues as necessary.
  • Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
  • Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
  • Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
  • Played a key role in maintaining business continuity during high-impact incidents by quickly identifying root causes and implementing effective recovery strategies.
  • Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Maintained in-depth knowledge of local-area service market, applying data on competition and service areas to enhancing commercial outreach efforts.
  • Mentored junior team members, facilitating their professional growth and enhancing overall team performance.
  • Collaborated with cross-functional teams to develop tailored solutions that met unique client requirements and exceeded expectations.
  • Implemented client feedback programs, identifying opportunities for service enhancements and driving continuous improvement efforts.
  • Oversaw the successful launch of multiple projects, achieving on-time delivery while adhering to strict budget constraints.
  • Delivered exceptional customer experiences by proactively addressing concerns, resolving issues promptly, and maintaining a focus on client satisfaction.
  • Improved service delivery efficiency by implementing new process improvements and monitoring key performance indicators.
  • Evaluated team performance metrics to identify areas for improvement, guiding targeted coaching efforts to boost individual capabilities.

Technology Administrator

NZME - TRN - The Radio Network
09.2013 - 02.2017
  • Developed and maintained detailed documentation of all IT systems, including network diagrams, hardware/software inventory lists, and configuration settings for easy reference and troubleshooting.
  • Managed technology vendors to ensure timely delivery of hardware and software while maintaining budgetary constraints.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Managed human resources functions, including hiring, onboarding, and employee evaluations for optimal team performance.
  • Streamlined invoice processing, reducing average payment turnaround time.
  • Maintained a professional office environment, ensuring cleanliness and proper organization of supplies.
  • Developed positive relationships with clients through excellent customer service skills during phone calls or face-to-face interactions.
  • Improved team collaboration by managing schedules and coordinating meetings for staff members.

Education

High School Diploma -

Pakuranga College
Auckland
10-1996

Skills

  • Cross-functional collaboration

  • Customer engagement

  • Mentoring and training

  • Incident management

  • Project planning

  • Risk mitigation

  • Highly skilled in O365

  • Project implementation

  • Incident reporting

  • Teamwork and collaboration

  • Time management

  • Customer service

  • Attention to detail

  • Excellent communication

  • Team leadership

Accomplishments

Sales development Windows 10 Roll out

Rolled out Office 365 to 1700 employees

Getting 1700 users ready to WFH during Covid

Created a Incident reporting system that informed key stake holders via multiple channels of P1/P2 Issues

Multiple Office Relocations

Design & devolvement of a new company Intranet



Interests

  • Horseback Riding
  • Fishing
  • Camping
  • Cooking
  • Fundraising Events
  • DIY

Timeline

Customer Experience Manager

NZME
10.2023 - Current

Technology Service Delivery & Incident Manager

NZME
02.2017 - 10.2023

Technology Administrator

NZME - TRN - The Radio Network
09.2013 - 02.2017

High School Diploma -

Pakuranga College

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