National Customer Delivery Manager
I am currently with Tower Insurance and look after the contact centre. Before that, I worked 12 years at Paymark as Head of Customer Care.
My expertise is generally in people management and customer service. In two of the companies I used to work with – Philippine Airlines and Globe Telecom, Inc. – I headed the department handling customer complaints and claims. I also have Sales and Marketing experience, having been an Area Head for Metro Manila Business Centres during my stint in Globe Telecom. Before moving to New Zealand, I was doing consultation work and training because I enjoy sharing my knowledge and skills with more people in various industries. My specialties include People Management, Customer Service, Claims Handling and Negotiation, Training and Development.
I have been a CCNNZ Committee member for 6 years and the CCNNZ Chair for a year. I enjoy working with the other committee members to come up with strategies, organize and run different events for the wider membership and continue to assist as well in managing the website.
Campaign Delivery Manager
Phone Plus 2000 Limited
As a Committee member, I am able to bridge gaps between industry members, partners and suppliers through regular engagement and events. As the current Vice Chairperson, I am able to assist the Committee in carrying out the plans to make CCNNZ the “top of mind” amongst industry players and those outside of New Zealand wanting to understand the state of our local contact centre industry.
New perspective and ideas are what I can offer to the Committee and the industry. I like being a trailblazer, and is something I also envision for CCNNZ.
Patient Access Centre Team Lead
Pinnacle Midland Health
I have had 16 years experience leading staff to deliver quality outcomes in the Public Sector and thrive in an environment of change and challenge.
I am currently a Team Lead, in the Patient Access Centre for Pinnacle Midlands Health.
My great team of Patient Service Representatives manage Medical Reception calls for a number of General Practices in the Midlands region.
I am passionate about training and learning within our sector and have been involved in the development of the Contact Centre Qualification through the last three reviews. Volunteer work within our sector assists me to learn and grow, and keep current.
In my “other life” I am happily married to Dave, and between us we have eight (grown up) kids and twelve precious grandies. Family time is treasured. We are mad Hot Air Balloonists and committee member of the Waikato Hot Air Balloon Club. I am also a volunteer Ambulance Officer – both a privilege and a challenge. I complete two half shifts per week out of Te Aroha Ambulance Station, and Dave and I do occasional event work together.
Serving on the CCNNZ Committee is a privilege and an opportunity to support/represent small Contact Centres, and encourage greater networking and learning opportunities. I believe that we have much to learn from each other and that active networking is critical to our individual and collective success. It is important that we maintain our links to each other, and network here and abroad to ensure we present our “best selves” and continue to grow personally and as an Industry. This year I have fulfilled the role of Secretary for CCNNZ, updated my EMT qualification and completed certificates in Medical Reception and Terminology.
We operate in a small country – even small steps taken to stop duplication of effort/reinventing the wheel represents both a corporate and economic gain. So often a Contact Centre Manager is a unique role in an organisation. Through CCNNZ I have found listening ears, and guidance when I needed support. I value the opportunity to share that with others.
I am the owner operator of an outsourced contact centre business services organisation that operates out of two sites with one being based in Auckland and the other in Kaikohe – Far North.
I have had over 25 years’ experience leading Contact Centres and IT Helpdesks. My background also includes roles with large, multi-site outsourcing contact centres in both the private and public sectors in New Zealand and overseas. I have also spent considerable time in the contact centre space developing new business and setting up new inbound and outbound centres and leading significant change across large centres with multiple customer channels.
I’m passionate about service across every customer touchpoint/channel and strongly believe that Service Excellence, Brand Management & Optimised Customer Engagement is fundamental to the success of any organisation. Within our business I work hard with my fantastic team to ensure that each client builds strong processes to enable our business to collaborate and contribute to the success of any of its partner organisations.
The experience I have gained within the public and private sectors allows me to understand the issues and challenges faced in both areas especially whilst providing outsourced solutions to both sectors. We are facing some new and exciting challenges over the next few years within our industry with the introduction of new contact centre technologies and I really want to assist my colleagues and our members to navigate these uncharted waters to ensure their success.
Over the last 7-8 years, I have really enjoyed collaborating with our amazing team of volunteers at CCNNZ to run some great conferences and assisting CCNNZ in the Treasurer role.
I have been in the Customer Services industry for over 19 years and the last few years in the contact centre world and working in the public sector for the last 15 years. My passion is people focused leadership and I am committed to wellbeing, engagement, growing and developing the team through behavioural based coaching and improving customer experience through process improvement.
I believe that great customer experience and a successful business starts with your team and also in recognising our professionals in the customer contact industry working across all channels.
In 2018 I was fortunate enough to win “Team Leader of the Year” and that has led me to want to be part of the CCNNZ committee. I believe CCINZ has a lot to offer the industry and look forward to working with the rest of the team.
I have been in the contact centre industry since my first role as a contact centre agent for Telecom in 1990. Since then I have enjoyed many aspects of this industry including Leadership roles in contact centre operations management, deployment of contact centre technology tools and providing consultative expertise to assist leaders to improve their contact centre operations. I spent 10 years in the USA developing a channel sales program for a leading technology vendor and then joined ICMI (International Customer Management Institute) to create and facilitate contact centre industry training courses and resources for a global audience. During my time in the USA I worked with organisations such as Bank of America, IBM, The Department of Veterans Affairs and American Express. Since returning to New Zealand in 2009 I have grown a Contact Centre consulting business where I have assisted organisations to implement best practice methodology around WFM, QA, building technology optimisation roadmaps, KPI’s and reporting as well as delivering education programs for Agents, Team Leaders and Contact Centre Managers. Today I am with Pyrios who are a team of contact centre specialists and my purpose is to guide and assist customers to build the right CX Ecosystem of technology tools that will enable them to meet their customer experience goals.
Derek Good has been in management roles since 1994 in the UK and New Zealand and is a director of LearningPlanet. He works with senior managers and front line leaders to help improve communication and service delivery. As a facilitator of LEGO Serious Play, Team Management Index and a variety of other techniques, Derek facilitates training workshops, speak at events and MCs functions.
Derek is also the chairperson for the children’s charity – Feed the Need and sometimes masquerades in front of camera and as a voice over artist. Derek has authored seven books including: Practical Leadership, Leading a Team, Coaching and Feedback Made Easy as well as books on Sales, ROI and Activities. His eldest daughter is Ashleigh Good, one of New Zealand’s most successful supermodel exports.
Laurie worked for The Startel Group for 14 years and was organiser of their Awards from their introduction in 1997 until the closure of Startel in October 2003. Following that, Laurie purchased the license to continue with the CRM Customer Service Awards and associated mystery shopping programs under her own company, CRM Consulting Limited.
The CRM Contact Centre Awards have gained considerable momentum over the last 17 years with more companies realising the importance of providing their customers with superior customer service, and Laurie is well known within the NZ Contact Centre industry.
She was part of the inaugural set up of CCiNZ (now CCNNZ) and has been closely involved with them since then, most recently being part of the Advisory Board.
Kaye is an Experienced Customer Service Manager with award winning track record in Contact Centre Management with a very strong focus on customer service and customer satisfaction in financial, business and consumer product sectors.
Value I am able to add to the Committee:
Even though I am semi-retired I keep myself involved in the industry by being a Mystery Caller for Laurie Smith’s CRM Consulting business.
I am a Moderator and a Contract Assessor for SKILLS and very involved in keeping the Contact Centre qualifications relevant and updated. My passion is allowing Learners to grow their skills and gain relevant qualifications.
I am very willing to assist in any way I can to keep CCNNZ in the forefront and the “go to” organisation for any businesses or companies and their staff to seek assistance in anything relevant to the industry.
Throughout my recruitment career in NZ, CCNNZ has been a consistent partner and I’m thrilled to put my name forward as a Committee Member.
As the leader of the Contact Centre & Volume Team for Madison Recruitment, I worked closely with Kirsty Walker on Conference and Awards sponsorship. I was also proud to represent Madison at two CCNZ conferences. During my time with Madison, my team of 3 and I recruited for many of the large contact centres in South Auckland, from Progressives to Auckland Council and Fisher & Paykel. My remit stretched beyond recruitment to consultative feedback, candidate onboarding market intel to support my clients.
After transitioning out of the agency world in 2019, I became the Recruitment Manager for Flight Centre Travel Group (FCTG) nationwide. While FCTG had a much smaller contact centre than some of the other businesses I’d worked with, this new role gave me the opportunity to leverage my networks, particularly during COVID. As the travel business slowed then came to a grinding halt, my contact centre network rallied to hire displaced travel industry staff.
In my current role as a Talent Acquisition Consultant, I recruit for Genesis Energy’s contact centres in Hamilton and Auckland. We also look to the CCNNZ-MSD training program for candidates.
I’m proud to have been involved with NZ’s contact centres as a recruitment partner since 2017 and would look forward to continuing that partnership as a Committee Member.
We are as passionate about our industry as you are and work hard to deliver the organisation’s business plan every year that is robust enough to meet the ever-changing needs of our industry – all while doing our day jobs!
It is fair to say the job is not for the faint hearted, but we firmly believe that if our industry is to grow and meet business demand, then we need to be on hand to provide a stable platform for our members to meet, engage, support, learn and network with each other.
Our team work hard to bring you events, special initiatives and of course the annual CCNNZ Conference and Awards.