1. G E O F F . G A R D I N E R @ X T R A . C O . N Z
7 4 S A N M A R I N O D R I V E W E S T , HE N D E R S O N • A U C K L A N D • ( 0 9 ) 8 3 8 0 2 4 0
G E O F F J G A R D I N E R
Company Position Period
Spark NZ Ltd Team Leader Sep 2005 to present
Telecom NZ Ltd Customer Service Representative Sep 2003 to Sep 2005
Teletech Ltd Customer Service Representative 2001 to Sep 2003
Pre 2001: worked in sales and management roles in the Automotive Industry, and own
Diploma of IT (Information Technology) 2yrs completed 75% papers
Computer Languages: Java, C++, Visual Basic, C, and Cobol
Commercial Acumen Course (2015)
Management Fundamentals (2014)
Mc Kinsey methodologies (2014)
Hermann Brain Dominance Instrument HBDI (2012)
Brava Coaching Methodologies (2010)
High Performance Leadership (2009)
Performance Management (2009)
Microsoft Excel (Advanced), Word (Advanced), Publisher, Access, Exchange, Outlook, NPS, SAP, WFM, CC
Pulse, In-house SparkCRM, ICMS, Genesys, iBase, Knowledge base, Siebel, HP Service Center, and OPCS
15 years experience in leadership roles in both the telecommunications and automotive industries within
Spark NZ Ltd / Telecom NZ Ltd
Teletech NZ Ltd
The Tyre General
Continually seeking opportunities to improve processes and procedures to assist our internal and external customers
Created a Management Escalation database for our managment team where we stored customer
complaint data which enabled reporting for process improvement.
Created site metric reports for 2 CCM’s (Site managers)
2. COACHING AND TRAINING
Coaching and training my team is my number one daily duty where I look out for and coach
improvement opportunities. This is done through various methods listed below.
Laps - circulating through my team looking out for celebrations and coaching opportunties
Daily side by side and remote call observations
Daily heartbeat meetings - to keep my team up to date with company initiatives, team buidling
and team coaching.
Weekly coaching sessons - where we discuss individual performance and colaborate on agents
Team Meetings - where we celebrate successes, share insights and opportunities for
improvement, and where I present and discuss company initiatives.
Customer relationships are always the number one consideration in everything I do.
Build strong customer and colleague relationships
Get to know our customer and their needs
Be straight up with honesty and integrity
Go the extra mile for our clients
Relate well to people at all levels
Team Development is through coaching my team to master their own roles, and to
move on into more challenging roles. I do this through;
Having excellent communication skills
Being honest and straight up
Having a positive and open mind
2005 - 2015 Telecom / Spark NZ Ltd Auckland CBD
Team Leader – Broadband, Broadband Business, Core, and Telecom Business Hub.
Lead a senior team (up to 15 agents) specialising in support of Telecom Business Hub (Hosting,
Domains, Domain Mail and Design) to corperate customers
CCM (Site Manager) 2IC - Track site performance, complete HR documentation and processes,
project work (process changes etc.) and help with day-to-day running of the site
Run team meetings, Daily Heartbeat meetings, performance meetings and 1 on 1 meetings to
ensure all KPI's are exceeded and there are clear plans in place for the coming months.
Observe calls and provide feedback including improvement opportunities to team members
Process Improvement - Look at smarter ways of completing tasks and implement changes to
the processes (driving down Transfers to other departments.)
Deal with customer complaints in a effort to retain their business - follow CRG guidelines
Check and authorise payroll
Sales – Coach my team in the new initiative of cross selling broadband and mobile products,
often winning top team for sales.
Taking a low performing team to beng one of the top peforming in the centre.
3. EXPERIENCE (CONT’D)
2003 – 2005 Telecom NZ Ltd Auckland CBD
Customer Services Representative
Troubleshooting with Spark customers in broadband, residential and business skillsets.
Provide excellent customer service
Excellent communications skills
Work with customers to identify their broadband issues
Adapt communication style to increase customer engagement
Skilled in Microsoft Office products Word, Excel (Advanced), Access,
PowerPoint and Publisher
I enjoy spending time with my family on the weekends. I am a home handyman who enjoys a
spot of landscaping. Like most Kiwis love sport, and supporting all Kiwis competing
internationally, especially the All Blacks. Enjoy all things technical, including having a passion
for Microsoft Excel and computer programming.
James Betton (Call Centre Manager) Spark NZ Ltd (027) 6125985
Roy O’Hara (Call Centre Manager) Spark NZ Ltd (027) 4675211