Nick Sail
Service Delivery Leadership Champion
Christchurch New Zealand
Employed
Available
I am a highly motivated, passionate and results driven leader with over 14 years' service delivery experience.
I pride myself on authentic leadership and I have successfully led, motivated and developed effective teams to achieve positive results. This has been achieved through leading by example, my immense passion for staff engagement & satisfaction, effective coaching and mentoring, building a strong and positive culture, a focus of continuous improvement and my strong interpersonal and communication skills.
Motivated by succeeding, aiming for the stars, putting 110% in and ensuring customers get the best outcomes. Love to lead, develop and get the most out of people.
Referees:
Available on request.
I pride myself on authentic leadership and I have successfully led, motivated and developed effective teams to achieve positive results. This has been achieved through leading by example, my immense passion for staff engagement & satisfaction, effective coaching and mentoring, building a strong and positive culture, a focus of continuous improvement and my strong interpersonal and communication skills.
Motivated by succeeding, aiming for the stars, putting 110% in and ensuring customers get the best outcomes. Love to lead, develop and get the most out of people.
Referees:
Available on request.
Service Centre Manager
Ministry of Business, Innovation and Employment
Since May 2014
Full-time
Christchurch
New Zealand
- Accountability for the effective and efficient operation of the Service Centre to ensure high quality consistent advice and information is delivered to customers, operational policies and procedures are adhered to, KPIs are monitored and SLA’s are met.
- Ensure performance against KPI’s is monitored and any drops in service levels are resolved to meet the needs of MBIE’s clients and internal business owners.
- Lead and develop a culture of high quality service delivery focussed on providing MBIE customers with excellent service.
- Coach, mentor and develop Team Leaders and Practice Leaders to make quality decisions in the management of the day to day operations of the Service Centre to ensure SLA’s and KPI’s are met.
- Make recommendations to the National Manager Service Centres that influence the Service Centre Operating Model and Strategy by actively identifying opportunities for improvement.
- Actively demonstrate and support continuous review and improvement throughout all elements of the Service Centre and provide feedback to MBIE business owners on improvements to products and services.
- Ensure the Service Centre is appropriately resourced and has the capability and capacity to operate effectively.
- Be the business owner of specific Service Centre projects and make key decisions to ensure successful outcomes of these projects. Ensure projects are well managed, resourced and any quality or service issues are addressed and governed appropriately.
- Take ownership of individual projects as well as maintain oversight of all Service Centre projects.
- Have oversight and accountability of successfully embedding additional Service Centre stakeholders and work streams.
- Co-manage respective building and site to ensure maintenance, repairs, health and safety and BCP obligations are met. This also means being available for after hour responsibilities such as alarm and security related matters.
- Promote, maintain and have direct involvement with ISO 9001:2015 accreditation
- Involvement and representation with external agencies to facilitate the success of the Service Centre. I.e. CCiNZ
Business Service Centre Team Leader
Ministry of Business, Innovation and Employment & Ministry of Economic Development
June 2008
to May 2014
Full-time
Christchurch
New Zealand
- Workforce planning - managing the provision of services to meet service level agreements in place with stakeholders.
- Business account management – developing and maintaining effective relationships with key stakeholders.
- Mentoring and supporting each specialist to achieve their specialist expectations.
- Coaching and supporting staff to deliver exceptional service within legislative and regulatory restraints.
- Managing Business Service Centre technology.
Web Advisor (secondment)
Ministry of Business, Innovation and Employment
June 2013
to April 2014
Christchurch
New Zealand
- Web content management for the Ministry's various websites.
- Customer relationship management.
- Web analytic analysis, collection and reporting.
- Adherence to WCAG 2.0 (web content accessibility guidelines)
Lead Advisor
Ministry of Economic Development
April 2008
to June 2008
Full-time
Christchurch
New Zealand
- In addition to the Business Service Advisor job responsibilities below;
- Leadership within the centre and with stakeholders
- Excellence with centre basics and proficiency with IT
- Key knowledge holder for specialist areas.
Business Service Advisor
Ministry of Economic Development
November 2007
to April 2008
Full-time
Christchurch
New Zealand
- Providing world leading service delivery within legislative and regulatory restraints.
- Providing one call resolution where possible and ensuring no wrong doors policy upheld.
- Dispatching follow up correspondence where required.
Team Leader
Interval International
February 2006
to November 2007
Full-time
Christchurch
New Zealand
- Leading and coaching holiday consultants so that they are knowledgeable, competent and providing clients with the best possible customer service.
- Business account management – developing and maintaining effective relationships with key stakeholders.
- Ensuring that Service Level Agreements are adhered to and met.
- Training of new and existing staff.
- Providing IT support to staff.
Consultant
Interval International
June 2004
to February 2006
Full-time
Christchurch
New Zealand
- Providing a high level of service to internal and external customers, where information is of a high quality and delivered in a timely manner.
- Maintaining effective customer relationships and building on them.
- 2017: Three team finalists and one winner in the 2017 Contact Centre Institute of New Zealand (CCiNZ) awards.
- 2014 - 2017: Year on year team engagement score increases, from 62% to 74% (IBM Kenexa Engagement Survey)
- 2014 - 2016: Pivotal role in successfully establishing the Ministry of Business, Innovation and Employment Service Centre, bringing together the ex-federation Contact Centre’s of Department of Building and Housing, Department of Labour and Ministry of Economic Development.
- 2015: Successfully bargained new NUPE Collective Employment Agreement.
- 2010/10, 2011/12, 2012/13 & 2013/14: Performance rating of Exceeded Expectations (highest possible rating)
- 2010 to 2013: Successfully directed contact centre operations for New Zealand’s Going Digital initiative.
- 2010, 2011: Managed successful implementation of CTI telephony solution for 50 seat contact centre.
- 2007: Nominated for call centre Performer of the Year within the Australasian Holiday Ownership Industry (ATHOC)
- 2004, 2005 & 2006: Winner of Excellence in Customer Service Award for Interval International Australasia
- Building strong and effective teams
- Modelling exemplary management and leadership behaviours
- Team engagement
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Ability to inspire, motivate and develop others
I lead by example and help the members of my team connect what they do to the impact it has on customers
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Strong communicator
Openness and transparency are very important to me as well as ensuring regular communication is happening via various mediums
- Continuous Improvement
- Change Management
- Building effective relationships
- Strategic planning
- Business continuity planning
- Incident management
- Stakeholder engagement / account management
- Adaptability
- Ability to work in fast paced environment
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MS Office Suite
Advanced
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Genesys Contact Centre solutions
Advanced
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Campaign Monitor
Advanced
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Verint Impact 360
Advanced
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Microsoft CRM
Advanced
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Google Analytics
Advanced
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Plone CMS
Good
