Stephanie Riordan-Edmonds

A passionate senior leader with extensive experience in operational management, people leadership, and contact centre operations across the public and private sector.

A highly motivated and loyal professional, focused on customer and employee experiences, with a track record for delivering customer focused solutions and increasing employee engagement to deliver on key strategic priorities.

Committed to maintaining professional relationships to drive business results.

• Direct leadership of operations managers and their leaders with additional leadership accountability across broader cross functional contact centre teams for up to 120 people.
• Ability to create capable and engaged teams providing development, coaching and feedback.
• Proven business contributor/collaborator with input across product design, process improvement, culture, engagement, leadership, recruitment and employment relations
• Experienced in coaching within the workplace, focused on a range of areas including leadership skills, habit forming, personal growth, managing conflict and adapting to change.
• Providing leadership and guidance to team to enable them to optimise and influence across the business and lead through change.
• Seeking trends, patterns and opportunities for expansion and alliances to support strategy, customer satisfaction and manage complaints.
• Fostering collaboration to drive business process improvement, problem solving and productivity.
• Implement systems and procedures that support strategic direction and business plan.
• Compliance and risk management.
• Support process reviews, monitoring and audits.

CCINZ/Rapid Results Contact Centre Manager's Course (2013)

Certified in Prosci Change Management (2018)

Registered Marriage Celebrant (2019)