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.
- 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
