Summary
Overview
Work History
Education
Skills
Employment Summary
Hobbies
Technical Skills
References
Timeline
BusinessDevelopmentManager

Patrick Tapa

Christchurch,CAN

Summary

Regarding Service Development Analyst Role - Now NZ

With 2.5 years at 2degrees in Change Management, I've honed skills in improving workflows, business processes, and launching new products. My strong communication abilities ensure effective stakeholder engagement and project clarity. I'm detail-oriented with excellent time management, adept at meeting tight deadlines while maintaining high standards.

My passion lies in embracing new projects and technologies, driving me to innovate and create efficient processes. I excel in team collaboration, sharing knowledge, and helping others. This combination of professional expertise and enthusiasm for continuous learning and assistance makes me an asset in any dynamic business environment.

Overview

18
18
years of professional experience

Work History

Change Manager

2degrees
01.2022 - Current
  • Oversaw project changes end-to-end as a representative of the frontline team, prioritized initiatives, and developed business requirements
  • Improved processes and customer experience through continuous improvement
  • Managed deployment and communicated effectively with stakeholders
  • Developed training materials and supported teams in adapting to changes.

Broadband Provisioning Specialist

2degrees
09.2017 - 12.2021
  • Collaborated across departments and with external companies, resolved customer service issues with thorough documentation and research, mastered customer service systems and databases, trained new and temporary provisioning team members, and managed updates for the Provisioning SharePoint page.

Customer Care Specialist

2degrees
01.2017 - 08.2017
  • Managed diverse customer service and administrative tasks for efficient issue resolution
  • Ensured superior service by addressing concerns with empathy and immediate solutions
  • Resolved customer issues clearly, courteously, and straightforwardly
  • Consistently maintained professionalism and courtesy with customers.

Provisioning Lead

Chorus NZ Ltd
03.2013 - 12.2016
  • Provisioned connections for Fibre and Copper services and offered advanced IT support to non-technical staff
  • Utilized diagnostic tools to identify and resolve technical issues
  • Reviewed and improved technical documentation and processes
  • Volunteered for wellbeing and engagement committees, organizing staff activities.

Customer Service Specialist

Spark NZ Ltd
09.2006 - 02.2013
  • Worked in multiple roles at Spark, handling complex issues and technical support across departments
  • Managed high-volume calls in a challenging call centre with professionalism
  • Enhanced call centre efficiency by resolving customer complaints effectively
  • Assisted in process improvement initiatives, leading to a mentor and knowledge specialist role in 2008.

Casino Croupier

Christchurch Casino
09.2005 - 08.2006
  • Casino Croupier skilled in dealing Blackjack, Roulette, and Poker, ensuring fair and engaging gameplay
  • Maintained high standards of accuracy and efficiency in managing game tables
  • Provided exceptional customer service, creating an enjoyable and inviting gaming atmosphere
  • Managed financial transactions with integrity, ensuring compliance with casino policies and gaming regulations.

Education

Skills

  • Project Management
  • Leadership
  • Communication skills
  • Detail Orientated
  • Change Methodology
  • Analytical Skills
  • Adaptability and Flexibility
  • Stakeholder Management
  • Process Improvement
  • Collaboration
  • Information Gathering
  • Documentation and Reporting
  • Workflow Analysis
  • Multiple Priorities Management

Employment Summary

  • Change Manager: 2degrees Jan 2022 - Present
  • Broadband Provisioning Specialist: 2degrees Sep 2017 - Dec 2021
  • Customer Care Specialist: 2degrees Jan 2017 - Aug 2017
  • Provisioning Lead: Chorus NZ Ltd Mar 2013 - Dec 2016
  • Customer Service Specialist: Spark NZ Ltd Sep 2006 - Feb 2013
  • Casino Croupier: Christchurch Casino Sep 2005 - Aug 2006

Hobbies

Basketball, Rugby, Cricket and Indoor Netball. Avid Fan of American Sports, Particularly Teams from the City of Chicago including the Bulls, Bears and Cubs

Technical Skills

  • Azure Dev Ops
  • Jira
  • CxOne
  • Power BI
  • Various CRM systems
  • Microsoft office Suite
  • Miro
  • Service Now
  • HEAT

References

References available upon request.

Timeline

Change Manager

2degrees
01.2022 - Current

Broadband Provisioning Specialist

2degrees
09.2017 - 12.2021

Customer Care Specialist

2degrees
01.2017 - 08.2017

Provisioning Lead

Chorus NZ Ltd
03.2013 - 12.2016

Customer Service Specialist

Spark NZ Ltd
09.2006 - 02.2013

Casino Croupier

Christchurch Casino
09.2005 - 08.2006

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Patrick Tapa