Personal Statement

A team player that is always interested in the high quality end result. Happy to coach and advise other team members to better improve work morale and productivity. Always attentive and eager to further my future career by constantly looking for opportunities to better myself. For each role that I have had, I have been able to identify a process that requires improvement. For each improvement, I have either documented and improved the process, or have advised the appropriate stake holders. These improvements include the development of applications to speed processes, saving time, and therefore increasing productivity for users. I am very proficient in Microsoft Word, Excel, VBA and other Microsoft Applications also. I am a lively person that relates well to people from all age groups, ethnicities, and walks of life.

Education History

Massey University Papers: Courses:

Previous Employment

Company: Telecom NZ Ltd (April 2008 - Present)
Position: Service Delivery Co-ordinator (Real Time Traffic Managment)
Reason for leaving: Career Development
Description: The core responsibility of the role was to manage inbound retail customer queue's to ensure that customers were being answered efficiently and cost effectively. This also involved managing the balance of calls in the offshore component of Telecom call centres in Manila. This role also involved documenting and improving processes, in addition to moves, adds, changes, and maintenance in the Genesys environment.
In addition to these responsibilities, I developed tools to better improve our accuracy on reporting and also the completion of moves, adds, and changes. One particular tool has a value add, that a particular request is now being completed within half the original SLA. Due to the unavailability of tools to distinguish between two major sections of traffic management, I created a tool that could quickly and easily advise as to whether current queues were based on call spikes or staffing. I have been a constant resource for knowledge and in turn, up skilling my team on day to day operations of my team. In the case where material is needed for reference, I have been able to quickly and easily write documentation to support the training that is required.
Roles: Managing customer inbound queues in real time, Relationship Management, Process Improvement, Process Documentation, Up skilling team members, Daily/Weekly/Monthly trend reporting, Outage Management, Problem Solving, Genesys Maintenance.
Additional Roles: Project Management, Tool Development, Routing Improvements, Attending Projects and meetings on behalf of my manager

Company: Telecom NZ Ltd (April 2007 - April 2008)
Position: Broadband Retention Representative
Reason for leaving: Career Development
Description: Working on a variety of outbound retention campaigns. These ranged from Welcome calls; helping customer's setup up broadband equipment, to Health Check calls; ensuring that customers are still happy with current services. I have also worked on other non-broadband campaigns and have successfully met any targets applicable. Four Months was spent assisting broadband help desk queues, with no broadband training and performing to an exceptional standard, along with up skilling team members.
Along with the work that encompassed my role, I had taken extra responsibility. I produced documentation which team members could refer to easily whilst on a call with a customer. I produced easy to read, step by step instructions for additional customer value adds. I created an automated report for my team, which was then spread amongst all other teams on site due to its efficiency. This tool is still being used to this date. I have also automated calculations for staff member's performance reviews which affect the staff's end of year bonus. I was continually improving reporting to try and provide a real time and accurate solution. All of this work was done as extra, on top of this role. In a period where my team leader had a role shift, I was required to be the contact point for my team, handling customer escalations, employee leave, and dealing with focus and debrief meetings.
Roles: Meeting customer contact targets, retaining Telecom NZ customers, meeting sales targets where applicable, supporting inbound broadband queue, up skilling team members, improve team morale.

Company: BlueSky Wireless (November 2006 - April 2007)
Position: Account Manager/Office Support
Reason for leaving: Involuntary role change
Roles: Phone Sales, Customer greeting, back office fulfilment, customer complaints, repairs handling, stock control, office organisation, problem solving, database management.

Referees

Please contact me for information on references.

Contact Information

Mobile: 027 200 0028
E-mail: ben@bennaylor.co.nz