Vicki Richardson

Manage and support a team of 5 who oversee and provide business service management to all departments of Feilding Health Care and Palmerston North Health Care, including:

• Facilities management across 3 sites including building compliance, security, maintenance, new projects, working with contractors, landlord and tenants
• HR from employment to onboarding to everyday, including payroll, uniform, contracts
• Health & Safety across all departments for the 100 odd staff including meetings, drill testing, risk analysis and compliance, incident report review and resolution
• All aspects of Financial and administration management
• Staff Training and role dependant legislation is up to date and accurate
• Marketing, meeting coordination and event planning
• Support and collaborate with the clinical teams at the cold face to ensure they have all they need to be confident and provide the most valued and trusted service possible
• Build and nourish collaborative relationships with tenants, internal staff, contractors, external parties, local iwi to ensure our brand is trusted and professional in all we do

• Managed the Customer Dialogue Centre (CDC) for Toyota NZ.
• Created and maintained a team that was empowered, engaged, enjoyed what they did and was proud of how they contributed to our success every day.
• Lead my team to win multiple NZ CRM Awards for both individuals and the CDC, over our 7 years together, including the Supreme Award for 2022.
• Provided coaching, clear vision, training, and resources (including compliance and legal), resulting in low staff turnover and a team that was focused and confident in achieving personal, departmental and company goals and KPIs.
• Structured team and workflows so we could all swiftly adapt to workload requirements and ever changing customers trends and business needs. The level of trust and confidence my team had in me providing what they needed, meant the move to working from home during COVID was surprisingly easy and low stress.
• Collaborated with all departments and heads, attended management meetings and strategised with cross-functional teams to drive CDC and Toyota New Zealand goals.
• Project Owner and Change Manager for CDC - Interacted with stakeholders, meet timelines for successful implementation with end users prepared and confident. Projects included: Drive Happy (complete change to how customer's purchase); Chat; Chat Bot, Qualtrics Surveys; CRM system review and Sales Force implementation; Phone system review and Genesys Cloud implementation; 365 implementation; Working from Home structure; Improving wider TNZ collaboration and connectivity through relationship building and process improvements.
• Managed escalated complaint and legal cases and work with customer, other departments specialists, management and dealerships to successfully resolve.

• Managed Team of up to 21 Customer Service Representatives (CSRs).
• Provided guidance and support for, or managed, complicated customer enquiries and complaints.
• Managed CSRs KPIs, quality assurance and coached monthly.
• Assisted team through changes including Company ownership to Woolworths; New system implementation; Adding Big W, Australia Queue; Review and improve KPIs for Centre and CSRs.

• Agriculture NZ offered many agriculture focused courses throughout NZ, including Sustainability, Organics, Agriculture certification.
• Managed and supported the National Office and office administration staff to ensure the training hubs and 110 staff throughout NZ had what they required to successfully support their students.
• Implemented and maintained office best practice standards to support efficiency, professionalism and performance objectives.
• Overall management of office and course budgets, finances, IT requirements, inventory, bookings, resources, company policies and process documentation, marketing reporting.

• All aspects of financial management from daily tasks through to debtors, creditors, inventory, wages, GST, IRD, end of financial year requirements and all reporting.
• Created and implemented electronic inventory system.
• With merging of two companies, lead the project to select an integrated computer system that would meet all our current needs and future proof the business. Project managed implementation.
• Supported the organisation with a Change Management approach. Collaborated with staff on their changing needs and with a focus on improvement, implemented new workflows and processes.
• Updated all marketing material, policies and documentations with new Company name change.
• Organised and managed ongoing improvement opportunities to ensure best practice culture and alignment across systems, departments, x 70 staff and processes.