Shaun Thomson
Auckland
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
Work History
Head of Customer Support
Auto Finance Direct
07.2022 - Current
- Lead for Customer Service and Collections for the Group, Process Mapping and Development, Reporting, Leadership and Management, Manage multiple Stakeholder Relationships, Member of Senior Managers Group Committee, Strategy Development and Implementation, Operations Excellence Champion, Complaints Management, Implementation of Live Chat and Ticket based email management system, Marketing Lead for Group
Operations Team Manager Commercial
Humm Group - FlexiCommercial NZ
09.2021 - 07.2022
- Relationship management
- Time management
- Stakeholder Presentations
- Financial Acumen
- Complex Problem Solving,
- Motivational, Leadership and management
Customer Support Team Manager
Humm Group
08.2019 - 09.2021
- Enhanced customer satisfaction by implementing effective support strategies and streamlining team workflows.
- Managed escalations effectively by liaising with upper management or specialized teams when necessary, ensuring prompt resolution of complex cases.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Led and executed customer support team strategy to reach company support goals.
- Project Lead, for Humm Pro and CCCFA Changes
Credit & Customer Operations Lead
Harris Scarfe Financial Services
08.2015 - 07.2019
- Credit Control - Business to Business, Time Management, Internal and External Customer Liaison, Account reconciliations, Credit policy/procedure improvement and development, Month end/ EOFY reconciliations and reporting, Bi-Monthly management/committee reporting, Sales Cross training and policy development, Multiple Stakeholder Engagement, Staff training and presentations, Assisting with internal audit at EOFY
Credit Controller
Melbourne Convention & Exhibition Centre
02.2012 - 07.2015
- Policy/procedure improvement, Reporting, Team Leadership and Management, Manage multiple Stakeholder Relationships, External Agency Relationships Management, Strategy Development and Implementation, Dispute Tribunal Hearings attendance, Complaint and Customer Experience Management
Skills
- Cross-functional Collaboration
- Resource Allocation
- Problem Solving
- Multitasking
- Team Leadership
- Goal Setting
- Training Development
- Relationship Building
- Change Management
- Technical Support
- Performance Management
- Adaptability
Timeline
Head of Customer Support
Auto Finance Direct
07.2022 - Current
Operations Team Manager Commercial
Humm Group - FlexiCommercial NZ
09.2021 - 07.2022
Customer Support Team Manager
Humm Group
08.2019 - 09.2021
Credit & Customer Operations Lead
Harris Scarfe Financial Services
08.2015 - 07.2019
Credit Controller
Melbourne Convention & Exhibition Centre
02.2012 - 07.2015
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