Shane Kingi
Levi Park,Rolleston
Summary
Results-driven and customer-focused professional with over twenty years of experience in customer service management, team leadership, and operational optimization across various industries. Proven track record of resolving customer complaints, implementing process improvements, and mentoring teams to enhance service delivery, and achieve business goals. Adept at managing high-performing teams, leveraging data insights to improve customer experience, and maintaining operational efficiency in fast-paced environments.
Overview
25
25
years of professional experience
3
3
Certification
Work History
Customer Connection Hub Associate
BNZ
Christchurch
04.2024 - Current
- Support the leadership teams in operational management activities to ensure exceptional service and customer experience.
- Review data and dashboards to provide insights and make recommendations to reduce customer pain points and improve operational efficiencies.
- Resolve escalated customer complaints promptly in accordance with company policies.
- Identify customer feedback trends and opportunities for improvement, collaborating with business product owners and team managers.
- Contribute to initiatives that improve NPS and first-call resolution, including ad-hoc call listening.
Assistant Team Manager
BNZ
Christchurch
08.2022 - 03.2024
- Assisted in supporting team operations, ensuring optimal performance across all queues.
- Produced daily and weekly call performance reports for leadership review.
- Provided coaching and mentoring to team members to improve service standards and customer interactions.
- Managed customer surveys and complaints, contributing to team development and continuous improvement initiatives.
- Assisted with the rollout and support of Amazon Connect phone system for improved customer service capabilities.
- Generated engagement ideas to keep the team motivated and aligned with business goals.
Assistant Operations Manager
Tech Mahindra (Vodafone)
Christchurch
06.2021 - 07.2022
- Implemented process improvements to optimize operational efficiency and shape a positive organizational culture.
- Managed key business KPIs to ensure alignment with company objectives.
- Reviewed operational reports and identified trends for performance optimization.
- Fostered effective communication between leadership teams to reduce miscommunications and improve deadlines.
- Led training initiatives to enhance employee performance and boost overall productivity.
Team Leader
Tech Mahindra (Vodafone)
Christchurch
03.2019 - 06.2021
- Led the Tier 2 Complaints team, managing consumer and business complaints across multiple channels.
- Developed KPI measurement trackers, compliance reports, and case volume reports to ensure team alignment with business objectives.
- Fostered a culture of performance excellence by mentoring team members to resolve 80%+ of cases independently.
- Collaborated with stakeholders to provide insights for continuous process improvement.
Customer Care Representative | Floor Support/Team Leader
Vodafone NZ
Christchurch
07.2015 - 01.2019
- Provided leadership support to team members, conducting 1-on-1 coaching and team meetings.
- Managed call queues and supported agents in achieving KPIs.
- Facilitated training and onboarding for new hires, including a 9-week assignment in India to train offshore technical support teams.
- Recognized as one of the top 30 Vodafone employees in 2018.
Hotel Cost Controller & Purchasing Manager
Qt Hotel
Canberra
07.2013 - 04.2015
- Managed purchasing and stock for all F&B outlets, Housekeeping, and Front Office/Administration.
- Worked with the Food & Beverage Manager and Executive Chef to price menu items, ensuring budget adherence and achieving KPIs.
- Conducted monthly stock audits and managed storage of incoming goods.
Education
Audio Engineering Music Production -
Tai Poutini Polytechnic
Greymouth, NZ11.1995
High School Certificate -
Grey High School
Greymouth01.1991
Skills
- Customer service management: handling escalations, improving customer experience, coaching, and mentoring teams
- Leadership and team development: performance management, employee engagement, training, and mentoring
- Process improvement: operational optimization, data analysis, process redesign
- Communication: effective written and verbal communication with all levels of the organization
- CRM and tools: experience with Amazon Connect, Salesforce, various call center technologies, and reporting tools
- KPI management: tracking performance metrics and optimizing for business goals
Certification
- Level 3 NZ Certificate in Call Centres
- CQiB – Career Qualified in Banking Cert.
- Senior First Aid Certificate (including Portable Defibrillator Training)
Accomplishments
- Recognized as one of the top 30 Vodafone employees in 2018
References
References available upon request.
Timeline
Customer Connection Hub Associate
BNZ
04.2024 - Current
Assistant Team Manager
BNZ
08.2022 - 03.2024
Assistant Operations Manager
Tech Mahindra (Vodafone)
06.2021 - 07.2022
Team Leader
Tech Mahindra (Vodafone)
03.2019 - 06.2021
Customer Care Representative | Floor Support/Team Leader
Vodafone NZ
07.2015 - 01.2019
Hotel Cost Controller & Purchasing Manager
Qt Hotel
07.2013 - 04.2015
Audio Engineering Music Production -
Tai Poutini Polytechnic
High School Certificate -
Grey High School
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