Curriculum_Vitae_March2015

CURRICULUM VITAE In Confidence

Mark Watson

PERSONAL DETAILS

Address:7a Iti GroveWaikanaeKapiti Coast

Home: 04 904 0632Email Home: [email protected]: 022 0889 249

SUMMARY I am a Customer Service professional with over ten years’ experience within the

customer service sector, both in customer contact and back office roles.

I have built, developed, and run my own sales consultancy business in my spare time.

I am a jack-of-all-trades, and have taught myself website development, tax law, and accountancy.

KEY STRENGTHS

Well-developed problem solving skills.

Able to both resolve issues and eliminate errors.

Written communication expert.

Capable of implementing change.

Self-starter who also works effectively as part of a team and is able to both suggest and implement group policy.

Customer service specialist; always delivering at a high standard to a wide audience.

Innovative and creative.

Reliable and self-motivated.

Hardworking and committed.

Mark Watson 1


EMPLOYMENT HISTORY

Clockwork Ghost Limited: February 2015 to PresentManaging Director

I work as managing director for Clockwork Ghost Limited, an export company that locates both New Zealand made and overseas products relating to spiritual pursuits and then sends those products to customers. The shop also links in to other suppliers, such as wholesale book depositories and carving schools, and purchases goods when a request is made for them. I built Clockwork Ghost Limited in my spare time, registering it with the New Zealand government, have trademarked the name, and designed and built the website. I also do a lot of networking, and manage the customer service side of the business.

Deliverables:

I receive calls and emails from clients wanting to purchase my goods, and run a professional counselling service using modern psychology and life coaching. I cater to an extensive market, from people interested in spiritualism to people who just enjoy the genre of products that I supply.

Beyond Recruitment: September 2014 to March 2015Verifone Technical Support Helpdesk

I worked as a temp for Beyond Recruitment on a contract for Verifone, on the Australian EFTPOS Technical Support helpdesk. I supported Verifone EFTPOS machines in Australia, being technical support for both bank and merchant alike. I also worked on the New Zealand Technical Support helpdesk, which caters for the New Zealand side of the business. I provided in depth technical assistance to help ensure the machines operate correctly, that users are aware of how to use them, and assist with stationery orders and in arranging servicing by third party agents.

Deliverables:

I received anywhere between ten and forty calls a day, along with emails requesting that various systems be updated with amended information received from the merchants. Jobs were completed within agreed upon Service Level Agreements (SLA).

DTZ: May 2013 to August 2013Outbound Contact Centre

I worked for DTZ, a property management company that overseas repairs and servicing of the Westpac Bank buildings, on a four month contract. I oversaw the faults spread sheets for Westpac, and called clients and service providers for updates on repair and maintenance jobs, ensuring that the data was captured in spread sheets and in-house database systems.

Deliverables:

I managed and manipulated a spread sheet of over 200 individual jobs and service requests, calling contractors and branch staff to enquire after jobs that had been assigned to them. Jobs were managed through this spread sheet from inception to completion.

Datacom : February 2011 to March 2012Data Analyst

I worked for Datacom in an outsourced customer services team covering the MAF initiative; Farms OnLine. I answered incoming calls and emails on stock and crop related issues and threats of natural disasters to the rural community, such as flooding and earthquakes, and operated and maintained a conclusive database.

Deliverables:

Mark Watson 2


Low call volumes but high data output, turning over between 25 and 45 cases a day, each taking between ten minutes to an hour to complete.

_____________________________________________________________________________NZ Institute of Chartered Accountants : July 2010 to December 2010 Customer Service Centre

I completed a six month contract in the Customer Service Centre of the New Zealand Institute of Chartered Accountants. This involved processing event registrations for both members and non-members, setting up new events, processing payments, and answering phone and email enquiries.

Deliverables:

Up to 50 calls a day, plus sometimes a hundred registrations for events. Also numerous email registrations and inquiries, payment processing and considerable data entry actions for setting up new events.

BNZ Payment Services : October 2009 to November 2009Reconciliations Project Manager

A short term consultancy at BNZ, this role involved collating a detailed breakdown of all the in-house suspense accounts, researching the best method for reconciling these suspense accounts, checking this method against internal audit for compliance, and then adapting the ideas into practice.

Deliverables:

I finished a three month project in under a month that saved the BNZ one FTE plus associated costs. Net savings to BNZ were far in excess of costs, plus the project was commented on as a great success by external and internal audit.

ANZ National Business Re-engineering : November 2006 to July 2009Business Analyst at Consumer Finance

This role involved both process analysis and implementation of changes arrived at as a result of adherence to Lean Six Sigma methodology.

Deliverables:

I solely managed a project that saw the bank become compliant with external audit requirements in regards to risk management procedures, saving the bank tens of thousands of dollars in costs relating to hiring audit specialists, plus I was part of a team that was instrumental in saving the bank millions of dollars in three other high profile projects.

ANZ National Bank Client Services : April 2005 to November 2006Senior Team Member – Inward Payment Investigations

This role was an international investigations position; receiving requests from overseas banks to trace payments which had gone awry, amend transactions sent with incorrect or incomplete beneficiary account information, and resolve processing errors caused by the international payments systems themselves.

Deliverables:

I was solely responsible for all branch enquiries for two years, plus I worked at 120% efficiency, frequently handling both mine and my colleagues enquiries and assisting slower

Mark Watson 3


members of the team with their work. My work was always of an exemplary level and was frequently commented on by management, my final review score being 99%.

First NZ Capital Operations - Senior Team Member (2005 to 2006)________________________________________________________National Bank of New Zealand Customer Enquiries Unit (2000 to 2005)

ANZ Call Centre (1998 to 2000)

TRAINING

Advanced Microsoft Office Suite

Professional Business Writing

Meetings and Presentations

Superior Customer Service

EDUCATION/QUALIFICATIONS

Six Sigma Green Belt, 2007

St John Workplace First Aid , 2009

B.A. (English Literature) - Victoria University of Wellington, 1995

Diploma of Teaching - Wellington College of Education, 1994

University Entrance - Wellington Boys College, 1990

6th Form Certificate - Wellington Boys College, 1989

School Certificate - Wellington Boys College, 1988

REFEREES

TBA

TBA

Mark Watson 4

Documents

Curriculum_Vitae_March2015