Possess exceptional multitasking and team management abilities, with proven experience in navigating culturally diverse work environments. Known for empowering staff and cultivating high-performance teams through effective support and leadership.
Overview
22
22
years of professional experience
Work History
MICE and Outbound Department Senior Manager
JTB New Zealand Ltd
Auckland, New Zealand
10.2008 - Current
Coordinated cross-functional meetings to streamline project workflows.
Enhanced customer satisfaction through timely and seamless communication.
Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Led cross-functional teams to enhance operational efficiency and streamline processes.
Outbound Department Chief Marketing Officer
Japan Airlines Group Jalpak International Oceania Pty Ltd
Auckland, New Zealand
04.2004 - 09.2008
Developed and implemented B2B marketing strategy and overall communication plans to produce long-term partners.
Increased brand awareness by developing and implementing comprehensive marketing strategies.
Education
Graduate Certificate in Arts in Translation - Language Interpretation And Translation
Auckland University of Technology
Auckland, NZ
12-2024
Diploma in Travel And Tourism - Tourism Management
Auckland University of Technology
Auckland, NZ
10-2004
Skills
Strategic planning
Operations management
Cross-functional team coordination and collaboration
Operations planning
Troubleshooting and problem resolution
Timeline
MICE and Outbound Department Senior Manager
JTB New Zealand Ltd
10.2008 - Current
Outbound Department Chief Marketing Officer
Japan Airlines Group Jalpak International Oceania Pty Ltd
04.2004 - 09.2008
Graduate Certificate in Arts in Translation - Language Interpretation And Translation
Auckland University of Technology
Diploma in Travel And Tourism - Tourism Management
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange