Watercare Services Limited is Auckland Council’s owned organisation, responsible for managing the region’s drinking water infrastructure—serving roughly 1.7 million people across Auckland. As a CX Delivery Specialist I was brought in by our Chief Customer Officer & Head of CX to assist with the delivery of the Watercare customer strategy that was focused on implementing effective customer centric processes and digital first, technology solutions in a flexible and agile manner. ● I was the key digital contact for the all the customer Heads to assist and deliver on their digital requirements. ● Commercial outcomes and NPS were key driving factors to ensure we delivered on the various business cases. ● As Applications Services Specialist, working closely with application owners, product managers, and business stakeholders to oversee the health, performance, and lifecycle of more than 60 customer-facing and internal applications. ● I ensure successful delivery by managing technical debt, optimising application usage and cost metrics, and streamlining support documentation and processes. ● I also support our wider Digital Engineering management team as a Delivery Lead, consisting of Testing, Integrations, Change management and Dev Ops on Chapter maturity, security enhancements, platform stability and tech debt. ● The main projects I was heavily involved in was the implementation of a Watercare first faults chatbot, new website and LiveChat that was rolled out across various departments in the business. ● I was also involved in the implementation of a real time usage monitoring mobile app, smart metering roll-out for the top 100 commercial customers & all schools in Auckland, digitising customer journeys across various touch points. ● I conducted end-to-end journey mapping and current-state assessments to identify problems and opportunities; translating insights into prioritised initiatives aligned with strategic objectives and measurable KPIs. Key responsibilities: ● Day to day I was involved in many simultaneous projects where I would develop & design customer journeys, document epics and user stories, create backlog reports and progress reports (blockers, risks, and financial tracking) to the Steerco sponsors. This allowed me to work across the business where relationship management was key to ensure successful implementation, continuous improvement and process/technology adoption. ● Facilitate workshops using Design Thinking principles which enabled the business to deliver customer led design implementation of the NZ’s first, real time usage monitoring mobile app. ● Administrator for various software systems (range over 60 applications) within the business and recently implemented NICE CXOne. (CXOne is a cloud-based platform designed to enhance customer experiences by providing a comprehensive suite of tools for managing customer interactions across various channels). By designing and lead the process and workflow improvements across the business, to improve and create efficiencies. This also included undertaking training needs assessments as required and develop, or facilitate the development of, training materials. ● Transforming our customer model, which enabled Watercare to obtain a single view of all customer information, creating more data led proactive and personalised customer experiences. Key achievements: ● Designed and deployed a faults chatbot in our Operations team, which became one of the top-performing service channels for our customers with a customer satisfaction rating of over 74% and a completion rate over 80% which significantly reducing call volumes and replaced 3 full time FTE’s. ● Led the implementation of smart water metering (IOT) business case for all schools in Auckland, providing better visibility of their water use and improving issue detection. The benefits of leak recovery of 250k per year surpassed the cost of implementation. ● Selected as a Customer Frame panellist by WSAA (Water Services Association of Australia) to review and shortlist proposed customer technologies that was presented to their wider membership base. During this time, I came across a technology called TechSee which was rolled out successfully in Watercare. The implementation of TechSee led to a measurable drop in unnecessary field visits: - Within just three weeks of adoption, fault jobs decreased by 11%. - Non-jobs dropped from 879 in November to just 179 halfway through December. - This not only saves operational costs but also improves crew availability for genuine issues.

Genesis Energy is the largest electricity and natural gas retailer in New Zealand with 26% and 39% market share. As the Digital Operations Manager, I wore many different hats. Working in an Agile environment for nearly two years and being selected as part of one of the first squads in the retail division, I gained invaluable experience in business, digital marketing, and operations. Key responsibilities: ● I began as a Digital Performance Manager, solely responsible for all analytics for the retail side of the Genesis and Energy Online businesses. I also managed all website testing through Optimizely. ● After eight months, I was offered the Digital Marketing Manager role for Energy Online, which I held for almost a year. My KPIs included customer retention, process improvement, self-service growth, and the acquisition of our three main products. ● During this time, the business began implementing Agile, and I completed my Agile certification. My role primarily involved managing all marketing and digital-related activities for the squad. ● In 2017, following a divisional restructure, I transitioned into the Digital Operations Manager role. ● Within the first month, the company underwent a rebrand, and our content management system was migrated to Kentico. I managed the entire migration process, coordinating multiple internal and external resources to meet our deadlines. Key achievements: ● I was part of one of the first Agile squads after the company shifted to an agile delivery model. My primary responsibilities focused on marketing and digital initiatives within the squad. ● I led the implementation of the rebrand and oversaw the complete rebuild of both the Genesis and Energy Online websites. I collaborated with various divisions across the company to meet our objectives. ● I also served as the main point of contact for our external development agency and our internal developer, briefing requirements, prioritizing daily tasks, managing projects and campaigns, as well as overseeing testing and release management. ● Working in an Agile environment taught me the importance of flexibility, prioritization, and ensuring absolute clarity on requirements before commencing any new project.

MediaMark is a multi-award-winning integrated sales house representing World Class audio and digital media brands who offer deep and engaged connections with their audiences. Their diverse range of audiences encompasses a robust portfolio of powerhouse audio brands including East Coast Radio, Jacaranda FM, alongside esteemed digital partners such as WMX, MSN, Multilocal, and the Podcast & Chill Network. Key responsibilities: ● Managed, trained, and developed an industry-leading group of 10 Campaign Managers across 3 divisions to book, optimize, troubleshoot, and deliver ad campaigns across a portfolio of sites. ● Held responsibility for all Microsoft Monetisation, including reporting and inventory management. ● Developed procedures for trafficking and tracking processes with third-party ad servers, clients, and publishers. ● Collaborated with other team leads within the department to provide technical support in a timely and professional manner to ad operations specialists and customers across all ad platforms. ● Set up and managed the Private Exchange via Charge Ads. ● Oversaw all programmatic earnings across the portfolio—grew MSN South Africa earnings by 350% and consistently met or exceeded targets. ● Managed and implemented all major projects that involved clients, technology partners, and developers/designers for our holding company, Kagiso Digital. Key achievements: ● I began on the radio side of the business when we were approached by Microsoft to become their advertising reseller in South Africa. I was selected to establish the operations function, working closely with the Head of Sales to build a team, design and implement processes, and manage a team of 10 Campaign Managers during that time. ● I completed my Marketing Management and Business diploma after hours over a four-year period at the IMM School of Marketing.