Sam Barris
Wellington,WGN
Summary
Results-driven Customer Experience Team Leader managing teams of up to 15 to exceed performance targets (KPIs) and reduce wait times. Proven ability to enhance service delivery and boost team engagement through effective coaching, resource management, and implementing process improvements (including new tech and workflows). Skilled in performance management, data analysis, and fostering collaborative, high-performing team cultures.
Overview
8
8
years of professional experience
Work History
Customer Experience Team Leader
Trade Me
, Wellington
04.2019 - Current
- Led, coached, and developed a high-performing customer experience team of up to 15 direct reports, ensuring consistent delivery of excellent service across Live Chat, email, and phone channels, exceeding key performance indicators.
- Consistently drove improvements in team performance, achieving and exceeding targets for customer satisfaction, and reducing customer wait times.
- Championed a positive team culture, leading cross-functional culture initiatives, and using employee feedback platforms (Officevibe) to achieve high engagement and participation.
- Successfully managed team operations, including scheduling, resource planning, performance management (including formal PIPs), and individual development planning, leading to multiple team member promotions and skill developments.
- Led and contributed to key operational projects, including the integration of Live Chat into standard workflow, bringing new support channels into the BAU, WFM tool procurement and implementation, and improving shift-running processes.
- Organized and executed team and cross-departmental events, including recognition awards and culture-building activities, fostering collaboration and morale.
- Served as a trusted escalation point, advisor, and support for direct reports, peers, and senior leadership, providing data analysis, contributing to recruitment efforts, and coaching newer leaders.
- Proactively identified areas for improvement, used feedback for continuous development, and consistently embodied company values, fostering an environment of achievement, inclusivity, and high standards.
Customer Experience Specialist
Trade Me
04.2017 - 04.2019
- Provided high-quality customer support via phone and email, demonstrating a strong work ethic, and a drive to consistently exceed quality benchmarks and productivity targets.
- Selected as an integral member of the specialized Site Functionality team, using technical tools for bug identification, app testing, and knowledge sharing.
- Proactively tackled challenging customer issues and diverse inquiries, including payment processing and account management, focusing on first-call resolution and effective problem-solving.
- Enhanced customer satisfaction through effective communication, successfully de-escalating difficult situations, and converting negative experiences into positive outcomes.
- Recognized as a strong team player, actively contributing to team goals, taking on extra tasks (e.g., supporting our Stores team), and sharing knowledge gained from specialized training.
- Entrusted with acting leadership responsibilities (e.g., shift running), earning the confidence and trust of both the team and the wider support floor.
Education
Bachelor of Commerce - Accounting & Commercial Law
Victoria University of Wellington
Wellington, NZ01-2018
Bachelor of Laws -
Victoria University of Wellington
Wellington, NZSkills
- Team leadership and development
- Performance optimization and KPI management
- Employee engagement and culture
- Process improvement and change management
- Cross-functional collaboration
- Complex problem solving
References
References available upon request.
Timeline
Customer Experience Team Leader
Trade Me
04.2019 - Current
Customer Experience Specialist
Trade Me
04.2017 - 04.2019
Bachelor of Commerce - Accounting & Commercial Law
Victoria University of Wellington
Bachelor of Laws -
Victoria University of Wellington
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