Troy Setefano
Porirua,WLG
Summary
I am hard-working and results-driven with a track record of championing customer needs. Adept at translating customer feedback into actionable product features that align with business goals which drive successful product outcomes. I believe in innovation and leveraging the latest technology and trends to build customer friendly digital solutions to enhance user experiences. Most importantly, I'm a friendly and honest person, passionate about serving my community and making a positive impact everywhere I can.
Overview
15
15
years of professional experience
Work History
Junior Delivery Manager
ComplyWith
Wellington, NZ
10.2023 - Current
- Coordinate release planning activities with technical developers and customer facing teams.
- Developed process documentation related to the product life cycle management.
- Perform UAT of new features prior to their production deployment.
- Collaborate with development teams to ensure successful delivery of innovative features.
- Identify risks associated with product initiatives.
- Monitor customer feedback and act as a voice of the customer in discovery and planning sessions.
- Documented process flows and user stories associated with each release cycle.
- Incident management, keeping internal and external stakeholders connected to any outages and provide regular updates and follow up steps.
Customer Solutions Specialist
ANZ
Wellington, NZ
07.2017 - 10.2020
- Provided technical support to customers for their digital banking needs over the phone, email and live chat.
- Provided guidance on best practices for resolving customer issues quickly and efficiently.
- Developed training materials for new employees related to customer service best practices.
- Report trends of customer pain points for investigation.
- Communicate clearly, efficiently and in a friendly manner ensuring that empathy is always displayed in conversations.
Platform and Customer Support Specialist
Z Energy
Wellington, NZ
10.2020 - 10.2023
- Worked collaboratively within the Product and Design team with Product Managers, Product Owners and UX Designers, supporting the Z and Caltex digital products (apps and websites) and the the systems supporting them in the background.
- Supported products and projects from the discovery phase, through to delivery and maturity.
- Researched customer enquiries using available resources such as FAQs and online forums.
- Lead Product forums to the wider Product team (Product Managers, Product Owners, UX/UI Designers and Support Managers) to report on customer feedback to influence and drive improvements.
- Coordinated with internal and external stakeholders to clearly communicate the Product work that was on the roadmap.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Provided technical support to internal teams and customers by responding to inquiries and resolving issues in a timely manner.
Social Media Content Manager (Voluntary)
Vinepa Trust, Malaga Sa Strings
03.2024 - Current
- Capture and create engaging content to cater for diverse audiences.
- Work closely with diverse groups of people, being friendly and welcoming to help them feel comfortable and willing to engage in the content.
- Delivering targeted content in-line with the briefing.
- Reviewing analytics and adjusting the planned approach.
Community Engagement Facilitator (Voluntary)
Cross-Polynate
05.2023 - Current
- Creating safe spaces for collective and open discussion in small rural towns around Aotearoa with small or growing Pacific populations.
- Working closely with teachers, students and parents to identify pain points in the education systems.
- Reporting on results and key themes of the discussions to report back to government agencies.
Community Volunteer
Porirua Voluntary Fire Brigade (Voluntary)
Porirua, NZ
01.2010 - Current
- Assisting the Porirua Volunteer Fire Brigade with their community events.
- Engaging with the public at community events.
- Communicating in a friendly manner the importance of fire safety at home.
Education
Professional Development training
Skills
- Backlog management
- Customer Empathy
- Stakeholder Management
- Prioritization and Execution
- Agile Methodology
- Business Analysis
- User Acceptance Testing
- Data-driven decision-making
Timeline
Social Media Content Manager (Voluntary)
Vinepa Trust, Malaga Sa Strings
03.2024 - Current
Junior Delivery Manager
ComplyWith
10.2023 - Current
Community Engagement Facilitator (Voluntary)
Cross-Polynate
05.2023 - Current
Platform and Customer Support Specialist
Z Energy
10.2020 - 10.2023
Customer Solutions Specialist
ANZ
07.2017 - 10.2020
Community Volunteer
Porirua Voluntary Fire Brigade (Voluntary)
01.2010 - Current
Professional Development training
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