Summary
Overview
Work History
Skills
Professional development
Timeline
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Troy Setefano

Porirua,WLG

Summary

Results-driven professional with a proven track record in product delivery and cross-functional collaboration. Expertise in translating customer needs into actionable product features, leading teams to successfully deliver digital solutions that align with business goals. Passionate about innovation, consistently bringing user-centric ideas that enhance customer experiences. Strong team player excelling at stakeholder communication, backlog management, and ensuring alignment between development and strategic objectives. Known for being friendly, honest, and committed to building collaborative relationships and fostering a positive work environment. Seeking to transition into business analysis and product ownership, focusing on identifying opportunities, optimising processes, and delivering value-driven solutions to my communities.

Overview

15
15
years of professional experience

Work History

Junior Delivery Manager

ComplyWith
10.2023 - Current
  • Develop clear process documentation that can be easily followed and update these processes as our products evolve.
  • Gather product requirements to ensure efficient collaboration with development teams to ensure successful delivery of innovative features that our customers actually want.
  • Monitor customer feedback and act as a voice of the customer in discovery and planning sessions.
  • Incident management, keeping internal and external stakeholders connected to any outages and provide regular updates and follow up steps.
  • Act as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
  • Conduct UAT of new features prior to their production deployment.

Platform and Customer Support Specialist

Z Energy
10.2020 - 10.2023
  • Led the implementation of a new CRM platform which was used by multiple business units. Then led the integration of this system to our 3rd party vendors.
  • Crafted product and brand specific dashboards to clearly communicate and gather customer data which I presented to key stakeholders to influence change and drive enhancements.
  • Facilitated workshops with key stakeholders using business analysis methodologies to gather business/system requirements.
  • Led major system upgrades using agile and waterfall methodologies.
  • Led training sessions to introduce new systems and features to stakeholders and end users.
  • Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
  • Supported products and major projects from the discovery phase, through to delivery and maturity.
  • Provided technical support to internal teams and customers by responding to inquiries and resolving issues in a timely manner and performed root cause analysis when needed.
  • Worked collaboratively 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.

Customer Solutions Specialist

ANZ
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.

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.

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 Volunteer

Porirua Voluntary Fire Brigade (Voluntary)
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.

Skills

  • Teamwork and collaboration
  • Business analysis methodologies
  • Requirements gathering
  • Agile methodology
  • Project planning and development
  • Stakeholder management
  • Product backlog management
  • User acceptance testing

Professional development

  • Fibre Fale Tautai Tech Leadership camp 2024
  • Engaging Well - Cultural Competence 2024
  • Belbin Team Workshop 2023/2024
  • Fundamentals of Agile 2020

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

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Troy Setefano