Elizabeth Connell
Wellington,NZ
Summary
A dynamic and solutions-driven professional with over 24 years of experience in operations, logistics, and Dangerous Goods (DG) compliance. Proven ability to bridge communication between teams, lead high-risk investigations, and optimize business processes to drive customer satisfaction and operational efficiency. Adept at managing complex logistics, regulatory compliance, and developing operational procedures. Known for fostering a culture of collaboration, accountability, and risk management. Now seeking a challenging new role where I can leverage my extensive expertise to deliver strategic and operational excellence.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Operations Improvement Specialist
Interislander Head Office
07.2022 - Current
- Led the creation and implementation of company-wide process improvements, increasing customer satisfaction by 15%
- Spearheaded Dangerous Goods (DG) compliance efforts, reducing DG noncompliance incidents by 20%
- Onboarded customers with DG requirements and provided key guidance to staff and clients to ensure regulatory adherence
- Investigated high-risk incidents related to freight damage and DG noncompliance, delivering future-proof solutions for the operations team
- Developed training materials and operational memos, ensuring staff were well-prepared for procedural updates and safety requirements
- Supported cross-functional teams during restructuring and transitions, contributing to a 10% improvement in team efficiency
COVID-19 Response - Commercial Customer Lead
Interislander Head Office
11.2021 - 07.2022
- Acted as the primary contact for commercial freight customers during the pandemic, ensuring minimal disruption and a smooth transition
- Delivered clear and prompt communication regarding COVID-19 protocols, enabling staff and customers to adapt confidently
- Developed and executed processes that allowed staff to efficiently implement new safety policies, reducing operational disruptions
Commercial Vehicles Customer Services Representative
Interislander Ferry Terminal
01.2017 - 01.2022
- Managed daily commercial freight customer interactions, making critical real-time decisions to ensure smooth loading operations
- Maintained high levels of customer satisfaction during operational disruptions, balancing business objectives with customer needs
Commercial Customer Experience Advisor (Secondment)
Interislander Head Office
05.2021 - 07.2021
- Redesigned the customer experience for commercial clients, proposing strategies that improved both customer focus and operational efficiency
- Developed Standard Operating Procedures (SOPs) for road-bridging processes, facilitating seamless operations across KiwiRail terminals
Customer Services Representative (Sole Charge)
Interislander Ferry Terminal
01.2000 - 01.2017
- Delivered personalized travel experiences for passengers while managing the check-in and boarding process
- Mentored and trained frontline staff, ensuring customer satisfaction and efficient task completion during peak periods
Skills
- Operations Management
- Dangerous Goods & Compliance
- Risk Management
- Leadership & Mentoring
- Stakeholder Communication
- Customer Service & Experience
- Problem-solving abilities
- Team Collaboration
- Change Management
- Process Improvement
- Problem-solving aptitude
- Time Management
Certification
- IMDG Code A41-22 Ship Loader Course, 2024
- NCB Hazcheck (Exis), 2024
- Coordinated Incident Management System, CIMS3 - Unit Standard 32158, 2023
- Port Facility Security Officer, 2023
- National Certificate in Tikanga Māori Level 3, 2018
- Dangerous Goods Transport by Land and Sea, 2014
Accomplishments
- Dangerous Goods Compliance Lead: Successfully developed and led initiatives to ensure compliance with DG regulations across all operational areas, reducing incidents by 20%.
- Process Improvement: Key contributor to the development of standard operating processes, improving customer satisfaction by 15%.
- COVID-19 Leadership: Developed and implemented procedures that minimized disruption and ensured a smooth transition for commercial customers during the pandemic.
- Customer Service Enhancement: Redesigned the customer experience for commercial clients, contributing to long-term improvements in customer satisfaction and loyalty.
Additional Information
Extensive experience in process creation, risk management, and compliance within high-stakes environments., Strong communication skills, with a proven ability to collaborate across departments and maintain a customer-centric approach.
References
References available upon request.
Timeline
Operations Improvement Specialist
Interislander Head Office
07.2022 - Current
COVID-19 Response - Commercial Customer Lead
Interislander Head Office
11.2021 - 07.2022
Commercial Customer Experience Advisor (Secondment)
Interislander Head Office
05.2021 - 07.2021
Commercial Vehicles Customer Services Representative
Interislander Ferry Terminal
01.2017 - 01.2022
Customer Services Representative (Sole Charge)
Interislander Ferry Terminal
01.2000 - 01.2017
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