Neil Wrigley
Auckland
Summary
Seasoned Operations Manager and talented leader with 13 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Operations Manager, Customer Support
Datacom New Zealand
06.2011 - Current
1. Lead, Manage and Motivate a High Performing team of service desk professionals
2. Develop Performance and Career Development Plans for staff members within Service Desk
3. Operational day to day functions of the service desk group
4. Reporting & Communication expectation of the Service Desk Manager role
5. Manage escalations from internal and external stakeholders
6. Work collaboratively across the Datacom business units to facilitate new business opportunities and smooth transition of new services from project state to run state
Service Delivery Manager
Datacom New Zealand
10.2009 - 06.2011
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Service Desk Manager
Datacom New Zealand
06.2003 - 08.2009
Managed onsite Service Desks and Desktop Support functions for PlaceMakers and Vector
Client Services Manager
Sitel
05.2001 - 11.2002
Outsource Alliance Manager
Dell Computers
07.1999 - 01.2001
Team Leader Technical Support
Dell Computers
02.1998 - 08.1999
Administration Manager
Telecom New Zealand
12.1987 - 12.1997
Education
Northcote College
Auckland, NZSkills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
Certification
ITIL certifications
Fundamentals
Change Management
Operational Support & Analysis
Timeline
Operations Manager, Customer Support
Datacom New Zealand
06.2011 - Current
Service Delivery Manager
Datacom New Zealand
10.2009 - 06.2011
Service Desk Manager
Datacom New Zealand
06.2003 - 08.2009
Client Services Manager
Sitel
05.2001 - 11.2002
Outsource Alliance Manager
Dell Computers
07.1999 - 01.2001
Team Leader Technical Support
Dell Computers
02.1998 - 08.1999
Administration Manager
Telecom New Zealand
12.1987 - 12.1997
Northcote College
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