Scarlett Scott

• Providing consistent, robust and up to date guidance to support capability development for all roles that are responsible for delivering a quality customer experience.
• Providing expert advice on practices ,approaches and processes, as well as specific leadership practice that enables and supports client service delivery.
• Utilising instructional design and adult learning strategies to create learning contend
• Planning and delivering content
• Real time support and quality assurance
• Relationship building and utilising feedback to ensure continuous improvement with all stakeholders

• Motivate, guide and coach a team to deliver high quality customer outcomes
• Improve employee experience and and engagement
• Drive performance and client service delivery
• Model ACC's values and behaviours including Whaia te Tika
• Oversee Workforce management processes and HRIS procedures
• Respond to client escalations
• Cohort Leadership duties
• Build and maintain relationships with key internal and external stakeholders

Level 2 Payments Assessor June 2023- July 2024.

• Assessing entitlements and confirming eligibility for a range of payment types- including being able to apply legislation to complex calculations and eligibility to weekly compensation
• Providing technical and peer support to Level 1 Payment Assessors and the wider team.
• Upholding accuracy and Operational safeguards and providing system and process management assistance.
• Providing empathetic and professional service to vulnerable clients, ACC stakeholders and team members.

• Manager of the Lush store in Dunedin
• 100% mystery shop results and an overall result of +95% for the four years
• Experienced with writing profit and loss reports
• Monthly stock takes with minimal wastage
• Managing performance for staff
• Store management during COVID affected years, including setting and maintaining store restrictions for personal health and well being
• Hiring and training staff.

• Project managing the opening of a new beauty services in Pharmacy and Antidote South and Watsons Eatery Cafe
• Liaising with regional management to produce treatment options, pricing, advertising and introductory events
• Visual merchandising
• Interviewing and training of staff
• Managing the opening of a new café
• Head baker charged with menu and cabinet food creation
• Responsible for all costings, ordering and adherence to Dunedin food handling requirements
• Planning menus collaboratively
• Managing FOH (Front of house)

• Owner, Operator and Chef of iconic Dunedin Cafe
• Responsible for all financials
• Responsible for all baking and preparation of meals and cabinet food
• Maintaining a consistent A rating with our Dunedin City Council food plan
• Increased revenue by +400,000 (+41% increase) over the period of ownership
• Rebranding and creating a cohesive identity for the cafe with new signage, interiors and advertising
• Responsible for all hiring, training, development and performance appraisals
• Ability to create a vibrant and happy environment for staff and customers
• Won many awards during ownership including semi finalists in 2015 NZ Cafe of the Year.
• Trip Advisor recommendation award for consistent 5 star reviews
• Ability to multi-task and problem solve under extreme pressure in a fast paced environment while maintaining a high level of food quality and customer service
• Created excellent relationships with our suppliers and community

• Managing three stores and staff at once (Chermside, North Lakes and Kippa-ring, Queensland)
• Won manager and store of the year in Brisbane 2010
• Responsible for budgeting, store wages and adherence of strict customer service values
• Experienced with store accounting, sale set ups and merchandising
• Responsible for the creation and roll out of a program to improve optical knowledge amongst managers in Queensland. Involved testing, facilitating and improving skills through education.
• Relief managing, Lens manager and educator for region
• Extensive experience in team building and performance appraisals
• Participated and involved with running regional meetings, leadership conferences and think tanks
• Public speaking experience with speech at regional conferences