LYNN PATRICIA GREEN
Titahi Bay,Porirua
Overview
28
28
years of professional experience
Work History
Manager, Helpline
Ministry of Social Development
03.2015 - Current
- Manage the successful relocation and reassignment of benefits to ensure the safety and security and non-identification of the clients (where necessary) for the below portfolios: Witness Protection, Domestic Violence, Emergency Relocation, International Custody Disputes, Grandparents raising children, Review of Decision, Other complex cases arising from alignment challenges
- Analyses forecast loads and determine appropriate resources
- Maintains an up-to-date awareness of Departmental strategy and how Helpline Services contribute to overall Service Development Support direction
- Encourages, facilitates, and supports change in the Helpline Services group and gain commitment from staff
- Contributes to the overall team (17 FTE) by providing clear commitment to working with everyone to assist them to reach their goals
- Provides regular coaching and feedback to staff on performance and manage accordingly
- Manages the day-to-day call volumes and off-line work by use of appropriate rostering and recording systems
- Monitors and analyses statistics and performance trends and report on them
- Identifies areas for service quality improvements for Helpline Services and other areas of the business and business improvement opportunities
- Provides expertise and advice to all Departmental staff, (primarily Helpline Services) on the technical, policy and legislative requirements of all programmes and services Service Delivery delivers
- Identify gaps in policy or practice and develop solutions/escalate as appropriate
- Manage the relationships between Operational Policy and other SDS teams, other business units and service providers
- Managing the Helpline Services team budget
- Reporting on progress against projects and budget monthly
- Increased Grade of Service from 7.5% to over 50% within 6 months
- Moved the workflow from one of my teams onto software which streamlined and prioritised work and produced reporting which had previously only been achieved manually which was unreliable
- Sharing the work between my two teams who have different roles and different profiles in our Client Management System
- BCP written for both Helpline/DIU
- Business processes written and documented
- Implemented replacement end call software to capture intel in regard to the calls Helpline are receiving
Customer Services Manager
Right House Limited
06.2014 - 02.2015
- Report to Chief Commercial Officer and am part of the Leadership Team with the Contact Centre Manager, Outbound Call Centre Specialist, and the Data Manager
- Management and leadership of a Customer Service Team of up to 11 Direct Reports in a blended contact centre environment
- Provide metrics to the business for Customer Satisfaction
- NPS, customer surveys and others
- Contribute to the definition and management of inbound performance metrics
- Contribute to the development and management of procedures to manage and resolve complaints in a timely manner
- Identify process improvement opportunities across the business to enhance the customer experience
Dispatch Manager
Wellington Combined Taxis
07.2012 - 06.2014
- Management and leadership of a Customer Service team-direct reports (26) are made up of: Supervisors, Customer Service Centre Trainer, Planner, Shuttle Dispatchers, Shuttle CSR’s, Dispatch Co-ordinators, Van Co-ordinators, Van CSR’s, CSR’s
- Manage the day-to-day performance of the Customer Service Centre ensuring a consistently high level of services to customers, shareholders, drivers and staff
- Responsible for recruitment & selection for all skill sets in the Customer Service Centre
- Coach, mentor and improve the performance of the Customer Service Representatives within the Customer Service Centre
- Create the weekly rosters to ensure appropriate staffing levels for each skill set to meet performance targets & goals for 50+ staff
- Ensure all staff maintain a professional manner with all customers via all media (e.g
- Telephone, query channel and face to face)
- Keep an overview of the Company’s operations
- Contribute to growing the WCT and Co-Op Shuttles brand in the Small Passenger Transport Industry marketplace
- Monitor the changing needs of the service, liaising with internal and external customers to identify areas for improvement and make recommendations
Contact Centre Manager
Consumer NZ
04.2007 - 07.2012
- Management of Contact Centre team, Legal Advisory staff, and Despatch administrator with emphasis on the efficient allocation of tasks and on the job training to ensure all Service Level Agreements are met
- Executive administrator of the subscriptions database, all banking software, telephony software and any other software related to financial transactions
- Testing new releases from database suppliers to ensure process conformity, business continuity and integrity before releasing into the live environment
- Control and maintenance of the subscriber database including responsibility for financial accuracy, auditable online transactions, and ensure security of subscriber revenue
- Supervision of subscription renewals, reminders, addressing and mass mailings
- Personally, manage queries and complaints from subscribers and customers
- Ensure all electronic transfers are processed and liaise with bank institutions on any online banking/buy line issues
- Working closely with the Financial Controller with respect to any transactional issues and budgetary deviations
- Regular reporting to the Chief Executive and the Financial Controller on KPI’s such as stock levels, subscriber volumes, complaints, and ad hoc statistics
Contact Centre Manager
TELA Helpdesk
07.2005 - 07.2006
Contact Centre Team Manager
Bank of New Zealand
01.2000 - 01.2005
Call Centre Team Manager
Power New Zealand/Transalta
01.1997 - 01.2000
Timeline
Manager, Helpline
Ministry of Social Development
03.2015 - Current
Customer Services Manager
Right House Limited
06.2014 - 02.2015
Dispatch Manager
Wellington Combined Taxis
07.2012 - 06.2014
Contact Centre Manager
Consumer NZ
04.2007 - 07.2012
Contact Centre Manager
TELA Helpdesk
07.2005 - 07.2006
Contact Centre Team Manager
Bank of New Zealand
01.2000 - 01.2005
Call Centre Team Manager
Power New Zealand/Transalta
01.1997 - 01.2000
Similar Profiles
Amoya SimpsonAmoya Simpson
Intern at Ministry Of Social Development Social Welfare DepartmentIntern at Ministry Of Social Development Social Welfare Department
PARDEEP HEER-BRACHPARDEEP HEER-BRACH
PROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATIONPROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATION
Mckieba AndrewsMckieba Andrews
Clerical Officer at Ministry of Social DevelopmentClerical Officer at Ministry of Social Development
Lemika T. SydneyLemika T. Sydney
Clerical Assistant at Ministry of Social Development and Family ServicesClerical Assistant at Ministry of Social Development and Family Services
Jason PikiJason Piki
Regional Facilities Manager at CityfitnessRegional Facilities Manager at Cityfitness