Craig Burgess

• Managed day-to-day branch operations in the absence of permanent branch managers, ensuring business continuity and regulatory compliance.
• Provided leadership and coaching to staff, maintaining service standards and operational efficiency across multiple branches.
• Led regional efforts to analyse and improve Net Promoter Score (NPS), achieving measurable gains in customer satisfaction.
• Designed and facilitated weekly staff training sessions to develop core banking skills, strengthen team performance, and encourage cross-functional collaboration.
• Promoted a culture of continuous improvement through staff development, performance feedback, and knowledge sharing across branches.

• Reduced customer cancellation rates by leading the development and implementation of a structured after-sales care strategy.
• Designed and managed the end-to-end customer sales journey with a focus on retention and customer satisfaction.
• Analysed customer feedback to identify trends and drive continuous improvement in service delivery.
• Recommended and implemented strategic changes to address key customer pain points.
• Led and supported a team of customer service agents to ensure consistent, high-quality client engagement.
• Drove process improvement initiatives that enhanced service efficiency and increased customer loyalty.
• One of Australia's largest solar providers

Genesis is one of the largest energy providers in New Zealand.

• Led a team of 14 billing specialists, delivering ongoing training and performance support to ensure operational effectiveness.
• Oversaw end-to-end billing processes across multiple brands and products, maintaining accuracy and timeliness.
• Collaborated with internal departments and external stakeholders to resolve complex billing issues and negotiate account terms.
• Supervised and implemented process improvements, enhancing team productivity and customer satisfaction.
• Ensured compliance with internal policies, procedures, and regulatory standards across all billing operations.

Tower Insurance is one of the largest insurance providers in New Zealand and the Pacific Islands.

• Provided leadership and operational support to sales teams, working closely with Team Leaders to drive performance and service quality.
• Analysed sales call data to identify trends, generate actionable insights, and report key findings to stakeholders.
• Recommended and implemented improvements based on sales analytics in collaboration with Team Leaders.
• Partnered with the customer planning team to align lead prioritisation with operational targets and sales strategies.
• Established and monitored clear performance and development goals, coaching Team Leaders to inspire and guide their teams to success.
• Championed a culture of accountability, continuous improvement, and high-performance sales delivery.

Tower Insurance is one of the largest insurance providers in New Zealand and the Pacific Islands.

• Led a team of 10–15 Sales & Retention Specialists, coaching for performance improvement, career development, and enhanced customer outcomes.
• Directed centre-wide sales and retention campaigns, driving increased conversion rates, staff engagement, and improved customer satisfaction.
• Collaborated cross-functionally with Human Resources, Customer Planning, IT, and Digital teams to deliver strategic projects enhancing both customer experience and employee engagement.
• Strengthened team alignment by embedding organisational strategy and values into daily operations and individual roles.
• Facilitated targeted upskilling sessions to improve consultant capabilities and support progression through change.
• Conducted performance management through regular one-on-one coaching sessions, focusing on target achievement and behavioural development.
• Interpreted and communicated sales performance data to celebrate wins and prioritise coaching efforts.
• Resolved complex customer complaints, achieving mutually beneficial outcomes for the business and customers.
• Analysed customer sentiment (positive and negative) to identify trends and recommend service improvements.
• Monitored and managed inbound call and digital queues in real time to maintain service levels.
• Led recruitment processes including interviews and assessment centres for new consultant hires.