Recent Project Experience
Financial performance analysis
To identify performance opportunities and inform the wider business strategy Anthony completed a performance analysis, outputs of which included: prioritisation opportunities, efficiency insights and suggested areas of focus.
Contact centre performance framework
A new performance framework was necessary to support various process changes. Anthony completed a current state assessment followed by a set of recommendations, worked with different parts of the organisation to aggregate all necessary data streams and built a set of user-friendly dashboards.
Contact centre knowledge management
Anthony was responsible for completing a current state knowledge assessment, creating a set of business requirements and testing scripts, and working alongside all involved parts of the business and the development team to ensure the solution was effective and met the business requirements. Throughout the build process Anthony was involved in testing and once the solution was in place, Anthony was responsible for coordinating content work, creating the necessary reporting and setting up continuous improvement processes.
Back office process analysis
Various back office processes required a thorough review and analysis to ensure efficiency and to inform prioritisation decisions. Anthony worked with different parts of the organisation to source and analyse the necessary information. Once the data was compiled, Anthony worked with the wider Connections team to produce a findings pack based on the completed analysis.
New Zealand Post
Contact centre and Customer-facing knowledge management
Anthony was responsible for completing a current state knowledge assessment, compiling a set of recommendations to step change performance. Anthony has worked with the internal IT teams to deliver and test the proposed platform enhancements. He has also designed, documented and implemented continuous improvement processes and the necessary reporting. Anthony has project managed the internal and customer-facing implementation to aggregate, integrate and rewrite content to make information easy to use and relevant for customer and internal users.
A self-service benefits model has been put in place to ensure customer-interactions avoided by the knowledge base are included as part of resource planning.
Contact centre knowledge management
Anthony was responsible for completing a current state knowledge assessment and worked alongside the internal Business Analyst to create a set of requirements. Anthony’s involvement in the implementation ensured alignment between the business requirements and system capability.
Anthony created and documented a set of continuous improvement processes including all the necessary reporting.
Air New Zealand
Internal knowledge management
Anthony was involved in putting together a current state knowledge assessment and future state recommendations for several business units within the Operations Division. Anthony was responsible for creating the knowledgebase system requirements for each organisational area and worked alongside the internal and external IT teams to deliver and test the short-term solution.
Anthony project managed the content build for the first business unit to use the new knowledge solution, coordinating internal SMEs and contract content writers to aggregate existing content and add new content
Anthony also documented and trained processes relating to continuous improvement and content maintenance.
Benefits and Forecasting
A self-service benefits and forecasting module was put in place which allowed to calculate and forecast ROI driven by self-service performance. This involved dealing with multiple parts of the business to understand the current state of customer interaction, build the benefits and forecasting module to match the current state, obtain the necessary reporting data and produce a number of reports required by the organisation.
To allow a roll out the new staff incentives programme a new performance tracking method was required. Anthony put together a set of detailed business requirements and built the solution which entailed compiling multiple data sources, manipulating/comparing data and presenting the results in a set of user-friendly dashboards.
Telecom NZ Ltd
Anthony was a key member of the team who created a popular customer knowledge base and integrated multiple internal knowledge sources to create one knowledge base with tailored versions for customers, contact centre and retail store staff. Anthony was responsible for continuous improvement, performance reporting, and benefits tracking. More recently, he also had responsibility for the technical roadmap and implementation of new functionality.
Call Volume Reduction
A channel shift to digital does not reduce cost unless the reduction in call demand can be accurately forecasted. Anthony developed a knowledgebase benefits model that was used as part of channel forecasting to maximise the financial benefit, as well as customer benefit, of enhancing self-service.
This modelling extended to forecasting the work time and subsequent call reduction achieved by leveraging the internal knowledge base on calls to improve the customer experience and call handling efficiency.
Anthony was responsible for designing a number of training modules such as the Telecom Security Suite, numerous system and process changes as well as designing a new training programme for offshore tier 2 Broadband agents.