Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
References
Timeline
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Shane Kingi

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, NZ
11.1995

High School Certificate -

Grey High School
Greymouth
01.1991

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
Shane Kingi