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SUZY MITCHELL 41 Nancy Avenue
Christchurch 8052
0274601031
Competencies Skills and Knowledge Customer focus • Demonstrated ability to manage challenging customers, for the majority achieving outcomes
satisfactory to both the customer and the business. • Strong commitment to advocating for the external customer by actively participating in
organisational workshops, primarily on the development and implementation of new programmes.
Technical • Confidence in leading a team that can work positively and professionally towards a common
goal • Proven ability to grow market share through business development • Ability to review, analyse and make recommendations as well as judgement calls on
sponsorship and fundraising requests
Communication • Over 8 years’ experience in relationship management roles, providing advice and solutions in a
tailored response, both verbal and written, to a range of audiences (e.g. providers, senior leaders, advisers, developers).
• Ability to write effective and informative reports, including review documents and decisions. • Sound written and oral communication skills • Confident communicator with a diverse range of customers • Ability to structure written communications so it flows clearly and logically
Stakeholder Engagement • Ability to establish working relationships with staff at stakeholder companies. • Building positive relationships and rapport with a range of internal and external customers
which include tangata whenua, rural professionals, solicitors, consultants, providers, employers, learners, local councils, developers, and corporates such as Fonterra and DairyNZ.
Project management • Supported the delivery of the roll out of the new pastoral programmes. This involved mapping
the project, tracking key timeframes and delivery dates, ensuring the field team was up-to-date with key information on the roll out, communicating with providers and providing training, ensuring all work streams came together to deliver the finished product.
• Participating in project de-brief sessions to provide customer feedback and identify learnings.
Highly organised • Planned, organised, coordinated and delivered a series of training days for external providers. • Demonstrated ability to prioritise and meet conflicting demands (attending technical work
shops, compiling reports, staff and customer enquiries) and mange heavy workloads with minimal supervision.
Training • Designing, delivering and evaluating training days and reviewing to ensure currency. • Demonstrated competency in design and development of internal training material used by
other departments saving staff time and improving consistency in advice to customers.
Team player • Openly communicating with team members and being available for support or assistance
whether technical or otherwise. • Proactive in sharing knowledge, skills and information.
Computer literate • Working knowledge of Microsoft Office packages and Customer Relationship Management
systems.
Work Experience Implementation Adviser April 2014 – present Product Development Team Primary ITO • Working alongside the Implementation Manager to prepare programmes for implementation,
and ensuring these are fit for purpose, evaluated and managed. • Assisting with strategic programme management and planning • Product implementation, including piloting learning programmes and products • Working with internal and external parties to ensure implementation of programmes • Product management, evaluating effectiveness and monitoring feedback from stakeholders • Learning programme review and analysis, sourcing information for improvement • Structuring, developing and delivering training sessions for internal and external stakeholders • Special projects Business Manager Education February 2011 – April 2014 Business Banking Team Westpac New Zealand • Management of a large portfolio consisting of 180 educational institutions including
Universities, Poly Technics and other key transactional customers • Developed, maintained and built a strong working relationship with key customers • Strong focus on winning, retaining and pricing term deposit funds • Contributed to the team by working with a variety of business partners to achieve mutual
goals • Developed, implemented and controlled a contact strategy with other business partners • Worked to maximize sponsorship opportunities within a small budget • Developed strong communication skills to ensure pan business initiatives were communicated
to customers and intermediaries • Coordinated sponsorship and events within the Education Sector nationwide Achievements: • Co-ordination and sponsorship of rebuild of the Harewood school war memorial • Market leading school special rates • Visitation of a diverse range of customers • Maintaining contact and supporting customers following the February quake
• Growth of term deposit portfolio through relationship building Relationship Manager Christchurch Recovery June 2012- June 2013 Institutional Bank Team Westpac New Zealand I was actively approached to be involved in this project opportunity to help formulate Westpac’s response to the Christchurch Earthquake. • Involved in project planning, scoping of work and initiative development • In charge of project management of time frames and key deliverables • Developed and maintained relationships with key internal stakeholders • I built skills to define and uncover potential business problems and worked to solve • Developed the initiative of project packs within the business • In charge of co-ordination of meetings, video conferences and workshops Business Analyst June 2010- February 2011 Business Banking Team Westpac New Zealand • Support and assist the business manager with portfolio management • Everyday account maintenance and resolving of issues • Conducted term deposit daily management • Became the point of contact for key customers, business partners and other queries • Worked to develop and help implement a defined contact strategy • Had day-to-day control of managers diary, making and managing appointments Retail Support Officer February 2008 – June 2010 Retail Operations Westpac New Zealand • Customer service experience in dealing with consultants, solicitors and other management
positions • Background knowledge of lending from the position of drawing down loans and manually
completing restructures • Implementing new procedures such as the A and I process, knowledge of the NZLO process • Experience with problem solving and troubleshooting lending problems
Professional Development 2016 • First Aid Certificate (May) • Health and Safety Representative training – including the new Act (January) • Fire warden training (July) • Dealing with difficult situations • Time management 2015 • Effective speaking and facilitation • Building successful relationships • Health and Safety Representative training • Communication styles
Education 2016 • National Diploma in Occupational Health and Safety Level 6 – due to complete September
2016 2015 • Post Graduate Diploma in Business Studies – Massey University (via distance) • National Certificate in Adult Education and Training Level 4 2014 • Certificate in Introduction to Agriculture in New Zealand • Prince2 Foundation Certificate • Prince 2 Registered Practitioner Certificate 2008 • Post Graduate Diploma of Teaching and Learning – University of Canterbury Subjects: History, Art History, English and Social Studies 2007 • Bachelor of Arts majoring in History and Art History – University of Otago Included: Financial and Management Accounting to 200 Level, Management and Economics to
200 Level and Information and Quantative Statistics to 100 Level
Referees Richie Owen Area Manager - KiwiBank [email protected] 0273839950 Katia Addison Regional Manager Consumer Bank- Westpac [email protected] 0272422605 David Jefferd Learning Development Manager - Primary ITO [email protected] 027 704 5801 or 04 381 7841
