Moana Burke
Brooklyn Wellington,WGN
Summary
A dedicated Call Centre Manager with four years of experience leading successful teams in fast-paced environments. Responsible for overseeing daily operations, including recruitment, staff training, scheduling, performance monitoring, and ensuring top-quality service that aligns with company goals. Known for finding creative solutions to improve processes, from implementing innovative training programs to analyzing performance metrics and boosting efficiency to enhance customer satisfaction. Challenges are viewed as opportunities for growth and improvement, with a focus on solving issues, streamlining operations, and reducing risk through experience and strategic thinking.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Call Centre Manager
Rangahau Aotearoa Research New Zealand
03.2022 - Current
- Conduct monthly quality assessments for 21 survey interviewers, analyzing KPI data to drive improvements.
- Supervise and optimize the Voxco survey platform.
- Collaborate with seven Project Managers to align KPI’s with client goals, ensuring target achievement.
- Develop training programs based on KPI analysis, boosting monthly interviewer performance by 10%.
- Solve day to day issues and reschedule survey appointments as needed.
- Prepare and deliver management reports.
- Monitor staff performance and provide constructive feedback.
- Lead ongoing reviews, training, and mentoring of survey interviewers.
- Manage staff performance data for the internal rewards and recognition program.
- Act as the point of contact for respondent queries and complaint escalations.
- Lead role in developing Rangahau Aotearoa Research New Zealand's Māori Capability framework and implementation plan.
Operations Support Advisor
Electoral Commission
10.2019 - 03.2022
- Directed a high-quality, responsive public enrolment contact centre, efficiently managing high volumes of calls related to general enquiries and complaints during the 2020 General Election
- Designed and delivered comprehensive training programs for the enrolment enquiries team during the 2020 General Election
- Led the successful recruitment process for the enrolment enquiries team for the 2020 General Election
- Conducted a Time and Motion study, identifying process and personnel efficiency opportunities
- Spearheaded operational improvements, including data management, electoral roll printing, system enhancements, and online enrolment capability
- Scoped and responded to Official Information Act (OIA) requests
- Managed relationships with key contractors, including NZ Post, TUHONO Māori Affiliation Service, and the 0800 Telnet
- Served as an evaluation panel member for high-value, complex initiatives
- Reviewed and streamlined contracts and suppliers, achieving cost reductions
- Oversaw the logistics of enrolment collateral for regional offices and public requests
- Provided expert support in centralizing unpublished applications and integrating new prisoner enrolments
- Ensured privacy compliance per the Electoral Act 1993 and the Privacy Act
- Supported the review and improvement of electoral correspondence and letters
Central Regional Manager (Acting)
Electoral Commission
05.2019 - 10.2019
- Supervised four regional offices with 30 staff across five electorates during Local Council Elections, ensuring timely and accurate enrolment processing
- Completed Professional Development Plans (PDPs) with staff to support their career growth
- Led two major office relocations under tight timelines
- Managed employment processes, including resolving staff issues
- Enhanced office security across regional sites
- Established a Central Region Rangatahi group, increasing Māori engagement and enrolments
- Chaired project working groups focused on local elections and community engagement
Registrar of Electors
Electoral Commission
01.2014 - 01.2019
- Managed 5 electorates across the north Island, with 15 field workers during BAU and 40 field workers during 3 election cycles.
- Monitored, and updating the electoral roll to maintain accuracy, while adding eligible voters and removing ineligible voters (e.g., deceased individuals or those who have moved abroad).
- Facilitated and promoted voter enrollment by initiating outreach efforts to engage eligible New Zealand citizens and permanent residents and streamlining the enrollment process for accessibility.
- Provided, delivered, and disseminated information and advice to the public about the electoral process, including educating citizens on how to enroll and the importance of voting.
- Managed the safeguarding and maintaining voter data in strict compliance with privacy laws and electoral regulations to ensure data integrity.
- Collaborated with the Electoral Commission and Regional Electoral Managers to support community engagement, organize events, facilitate enrolment drives, and distribute voting papers, ensuring voters have accurate polling place information.
- Collaborated with community partners, and worked with diverse communities, particularly underrepresented groups, to enhance voter participation rates and ensure all eligible voters are registered.
Population Health Programme Manager
Midcentral DHB
01.2008 - 01.2013
- · Chaired the Healthy Eating Healthy Appetite (HEHA) Steering Advisory Group for three years.
- Facilitated HEHA funding panels, securing resources for key projects.
- Secured government funding for the Whanau Tri event, now an ongoing success across several regions.
- Built strong relationships with Iwi, Māori Health providers, and Sport Trusts.
- Led workforce development initiatives, including Tobacco Control.
- Successfully managed the National Māori Hauora initiative, achieving a 98% student completion rate, with many moving into health careers.
- Cultivated relationships with community health providers and educational institutions.
- Collaborated across departmental teams, managers, and board members to drive health outcomes.
Nutrition and Health Educator
Te Runanga O Turanganui
01.2004 - 11.2004
- Led the implementation of the MDHB Tobacco Plan, enhancing smoking cessation services for Māori.
- Co-developed district smoking cessation service plans in collaboration with Public Health Services.
- Recruited and onboarded eight youth Smoking Cessation Practitioners.
- Managed Tobacco Control contracts, achieving a measurable reduction in Māori smoking rates over three years.
- Partnered with Public Health and clinical leaders to promote tobacco control initiatives across the DHB.
Education
Bachelor of Sports Science And Exercise - Sports And Exercise Science
University College of Learning (UCOL)
Palmerston North 02.2005 - 11.2007
Short Course Certificate - Population Health
Introducing Health Promotion
Palmerston North 03.2008 - 11.2008
Certificate - Māori Health
Māori in Public Health
Hamilton 02.2009 - 11.2009
Certificate in Sport and Leisure - Sport And Leisure Studies
Tairawhiti Polytechnic - Unitech
Gisborne 02.2000 - 11.2000
Skills
- Relationship Management
- Survey Script Testing
- Call Centre Process & Data Systems
- Analytical Skills
- Customer Service
- Digital Online Enrolment
- Training & Recruitment
- Quality Assurance
- Stakeholder Relationship Management
- Business Process Improvement
Hobbies and Interests
- Time with family and friends
- Participating in sport events
- Leisure activities
- Travel
- Reading
References
Available on request
Personal Information
Nationality: New Zealand Māori
Off road running, exercising, spending time with family and friends, travelling
I have been running for the past 15 years, gradually moving towards more off road running. Running and doing exercise provides me with the balance I need to help me through life. I love spending my down time with family and friends and love to travel and have new experiences and creating new memories.
Timeline
Call Centre Manager
Rangahau Aotearoa Research New Zealand
03.2022 - Current
Operations Support Advisor
Electoral Commission
10.2019 - 03.2022
Central Regional Manager (Acting)
Electoral Commission
05.2019 - 10.2019
Registrar of Electors
Electoral Commission
01.2014 - 01.2019
Certificate - Māori Health
Māori in Public Health
02.2009 - 11.2009
Short Course Certificate - Population Health
Introducing Health Promotion
03.2008 - 11.2008
Population Health Programme Manager
Midcentral DHB
01.2008 - 01.2013
Bachelor of Sports Science And Exercise - Sports And Exercise Science
University College of Learning (UCOL)
02.2005 - 11.2007
Nutrition and Health Educator
Te Runanga O Turanganui
01.2004 - 11.2004
Certificate in Sport and Leisure - Sport And Leisure Studies
Tairawhiti Polytechnic - Unitech
02.2000 - 11.2000
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