Microsoft office products
Pania Doak
Hamilton,WKO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
A Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. An analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
23
23
years of professional experience
Work History
Head of Frank Experience
Genesis Energy
11.2022 - Current
- Leading a group of high performing leaders to create an environment that builds excellent customer service expectations and execution through coaching, leadership & change management.
- Fostering a culture of continuous improvement and excitement for change for the betterment of our customer conversations, operating rhythm & delivering strong business communications.
- Developing and influencing our brand direction to move us into a more digital-first and customer focussed mindset by taking our people on a journey of change, growing a sense of ownership over our brand and the direct influence they have over brand performance.
Operational Excellence Leader
Genesis Energy
01.2015 - 11.2022
- Increased team productivity by streamlining processes and implementing cross-functionality, achieving company wide goals, fostering a culture of collaboration and innovation
- Challenged current ways of working to create different outcomes for external and internal parties by utilising an end-to-end approach for agents that gave a sense of ownership and responsibility for their work .
- Managed budgets and resources, ensuring optimal allocation towards achieving organizational objectives.
Revenue Assurance Lead
Genesis Energy
01.2011 - 01.2015
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Streamlined operations by identifying areas for improvement in operational processes and implementing necessary changes.
- Led a team of high performers to deliver high-quality services within strict deadlines and budget constraints.
- Developed strong relationships with field services agents, ensuring their needs were met and maintaining open lines of communication.
- Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
- Delivered results-driven solutions that improved operational efficiency while meeting or exceeding department expectations.
Residential & Large Business Technical Asset Roles
Genesis Energy
07.2006 - 01.2011
- Participate in continuous improvement process for all areas of the metering and service delivery process. Assist in the identification and implementation of all process or system improvements.
- Maintain electricity governance rules of compliance for all metered installations.
- Investigate performance issues with service providers, escalating issues where necessary.
- Working closely with relationship managers to ensure their metering and billing requirements are met for all sites.
- Developing and implementing processes to ensure efficiency, accuracy and consistency in resolving identified issues amongst the team.
- Comply with legislative and company guidelines and requirements regarding health and safety in the workplace.
Call Centre Rep
Te Wananga O Aotearoa
01.2005 - 07.2006
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call centre processes for improved efficiency and consistency in business communications.
- Assisted customers in navigating company website and navigating student resources, improving overall user experience.
- Resolved customer complaints with empathy.
- Collaborated with team members to develop best practices for consistent customer service delivery.
ATM Administrator
Bank Of New Zealand
01.2004 - 01.2005
- Improved financial reporting accuracy through meticulous data analysis and reconciliation efforts.
- Streamlined month-end closing processes, resulting in reduced time spent on financial reporting tasks.
- Provided actionable recommendations based on thorough analysis of historical performance trends.
- Reduced costs by identifying inefficiencies within current data management practices, implementing targeted improvements.
Cash Centre
Bank Of New Zealand
01.2001 - 01.2004
- Enhanced cash handling accuracy by implementing stringent auditing procedures and staff training initiatives.
- Streamlined customer bulk orders for improved efficiency through the development of standardized processes and protocols.
- Maintained a secure cash environment
- Ensured regulatory compliance by staying current on industry policies
- Maintained accurate and up-to-date records of all transactions, ensuring easy retrieval and analysis when required.
- Reconciled daily summaries of transactions to balance cash drawers and maintain accurate account of assigned banks.
Skills
- Active Listening
- Remote Office Availability
- Teamwork and Collaboration
- Organizational Skills
- Decision-Making
- Analytical and Critical Thinking
- Operations Management
- Staff Development
- Workflow Planning
- Staff Supervision
- Project Management
- Operations Oversight
Accomplishments
- Part of a team that led out a rebrand through a lock down
- Implemented a new chat system that fit the direction of our brand
- Attended and completed an external Adaptive Leader Programme
- Guided and developed staff to move to bigger roles within the business
Software
Collaboration spaces - Mural, Miro & Trello boards
Aspect work management tool
References
References available upon request.
Timeline
Head of Frank Experience
Genesis Energy
11.2022 - Current
Operational Excellence Leader
Genesis Energy
01.2015 - 11.2022
Revenue Assurance Lead
Genesis Energy
01.2011 - 01.2015
Residential & Large Business Technical Asset Roles
Genesis Energy
07.2006 - 01.2011
Call Centre Rep
Te Wananga O Aotearoa
01.2005 - 07.2006
ATM Administrator
Bank Of New Zealand
01.2004 - 01.2005
Cash Centre
Bank Of New Zealand
01.2001 - 01.2004
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