I'm leading a contact centre team at Inland Revenue (IRD), where I monitor AHT, CSAT, and FCR, coach performance, manage escalations, and support continuous improvement.
Previously, I managed partner relationships at Expedia Group for six years, resolving booking and commission issues, handling complex escalations through CRM tools, and delivering onboarding and training. I progressed from Level 1 to Level 3 based on performance.
At Xposure Motors, I managed vehicle finance enquiries across phone, email, and live chat, processed contracts and ownership transfers, and maintained strong customer relationships while meeting service targets.
Across New Zealand and India, I've built more than nine years of experience in customer service, contact centre operations, stakeholder management, coaching, CRM systems, and process improvement.
