Recent Project Experience
Vodafone – Change Consultant
Annette is currently our Change Consultant on the Customer Care Coaching programme for Vodafone. Over the last 12 months, Annette has been transforming the way over 50 Team Leaders across Customer Care spend their day coaching and mentoring their people. Annette has been responsible for Change Management, Stakeholder Engagement, and implementation and adoption of the new best practice coaching programme. Annette has proven herself to be an asset to Vodafone as she has such a versatile skill-set. On any given day, Annette can be seen mentoring Technical Specialists to design Coaching Spotlight material, upskilling Team Managers to facilitate call calibration sessions, providing mentoring and thought leadership to Leaders, and providing side by side coaching to customer service agents to uplift NPS. Senior Stakeholders have been particularly impressed with their KPIs all reaching new heights as a result of our successful coaching programme.
Ministry of Justice – Collections Department
Sue assisted a team to create a tool-kit to enable the Collections team to implement best practice management of their internal knowledge base. The tool-kit was designed to include all aspects of operating knowledge bases, from design, technical viability, content standards, metrics to internal processes.
AUT – Change Manager
Annette was responsible for the implementation of SharePoint (known as AUTi) and Collaboration workspaces across the University. A typical day included delivering presentations, crafting communications, being the voice of the user at meetings, implementing change activities, providing leadership to change champions, and driving user adoption. Annette was the first Change Manager appointed for the ICT team at the University and was recognised for the way she pioneered new approaches and illustrated the immense value a Change Manager can provide to their IT Projects.
Air New Zealand – Change Consultant
Annette was our Change Consultant on the Air New Zealand Knowledge Management project. She was instrumental in delivering workshops to a very diverse audience in a way that took them on the journey in an inclusive and collaborative manner.
Annette has also been assisting the Cabin Crew Management team with a series of tailored workshops and training sessions on Effortless Writing. By the end of a two hour workshop Annette had the Cabin Crew Admin team effectively applying a new writing standard to all their training material and communications to the Crew.
SKY Television – Sales Transformation
Annette completed a 12 week programme at SKY Television which built the capability of their Sales Team. Annette completed a Discovery Phase and provided some key recommendations to her stakeholders on how Sales capability could be lifted. She then designed and delivered a three-phased training and coaching programme tailored to the team’s needs. She worked collaboratively with the Team Leader and Quality Team to implement a new call quality framework which lifted team engagement. She saw a 9% increase in sales at SKY TV as a result of this tailored change and training programme.
Vodafone – Delivery Lead
At Vodafone, Annette provided project management and change management expertise to the team as they upgraded their Smartphone App and their Online Store. Annette launched both internal and external competitions to increase awareness and adoption of the new technology. She also facilitated Customer Insight evenings to gain first hand feedback for the development team.
At the same time, Annette led a virtual team at Vodafone to set up a new contact centre and service model. Her pilot teams achieved a net promoter score of 87% versus a score of 6% for the general contact centres. During her time at Vodafone Annette was promoted from Delivery Lead to Programme Manager as this piece of work inspired a wider customer service transformation programme.
Annette also provided Change Management expertise to Fletcher Building as they moved from paper based notice board content to the world of digital. She was responsible for the successful implementation of Fletcher Building’s first Intranet and Sharepoint sites. Annette implemented practical change, adoption and training activities that overcame the change challenges of there being 19,000 Fletcher Building employees spread out over multiple countries and business units. Launch was a very smooth event thanks to Annette’s clever strategy and determination to ensure the business was ready for the change.