Summary
Overview
Work History
Skills
Certification
Accomplishments
Reference
Timeline
Hi, I’m

KAREN BEAZLEY

Helensvale,QLD

Summary

Results-oriented Service Delivery Leader with a passion for people. Offering 7 years experience in day to day business operations.

With a strong focus on Health and Safety, On Time Performance and Standard Operating Practices.

History of implementing successful improvements, and leading changes by example with a proven ability to manage multiple competing priorities in a fast paced environment with critical deadlines.

Naturally self motivated with a "Can Do" approach to build positive relationships to promote business and operational excellence.

Overview

33
years of professional experience
1
Certification

Work History

Air New Zealand
Auckland

Service Delivery Leader
02.2016 - 11.2022

Job overview

  • Plan and allocate resources for 30+ team members.
  • Review shift patterns and offline tasks to match operational and customer demands.
  • Monitor and manage daily resources to meet operational demand and balance service levels.
  • Liaise with the wider business teams for day of operations. (delays, disrupts, and flight cancellations).
  • Coach and mentor team members to achieve operational excellence including their personal development goals.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Elevated customer satisfaction and loyalty by taking ownership of customer issues and following through to resolution.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Established strong relationships with stakeholders ensuring efficiency in workflow.
  • Ongoing review of admin and operational processes to create efficiencies enhancing customer experience.
  • Translate company strategy into clear activities and expectations so the team understands the part they play in achieving these objectives.
  • SME for new network call center.

Air New Zealand
Auckland

Customer Service Representative
09.2007 - 02.2016

Job overview

  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Anticipate and resolve customer issues on the spot.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Support and assist colleagues and manager.
  • Contribute to team effectiveness and team spirit.

Healthy Headz Ltd
Auckland

Small Business Owner
11.2004 - 11.2014

Job overview

  • Oversaw end-to-end business processes to maintain proficiency and profitability.
  • Oversee product development of new head lice product.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Capitalized on social media platforms to increase market awareness
  • Guide market strategy development.
  • Provide ongoing support to contractors, education providers and community service centers locally and regionally.
  • Developed reputation as an efficient service provider.
  • Managed business finances and taxation obligations.

Waiheke Island Meter Reading Services
Waiheke Island

Small Business Owner
11.2000 - 03.2008

Job overview

  • Provide cyclic electricity and water meter-readings to four utility companies.
  • Developed reputation as an efficient service provider.
  • Consistently attaining over 98% accuracy in meter-readings per month. (Overall SLA with utility companies 90%)
  • Coach and mentor 4 employees raising their output levels daily to consistently attain 95% accuracy in meter-readings or better. (daily target 90%)
  • Developed strong relationships with external contractors to ensure efficiency in workflow.
  • Built and maintained professional relationships to develop new business opportunities.
  • Manage business finances and tax obligations.
  • Prepare income statements, balance sheets and projected cashflow.

Skills

  • Customer experience
  • Service Quality focusing on customer satisfaction
  • Committed to continuous improvements
  • Strong organizational and time management skills
  • Strong verbal and written communication skills
  • Strong Interpersonal Skills
  • Work Planning and Prioritization
  • Employee Development
  • Teamwork and Collaboration
  • Scheduling and Coordinating
  • Workflow Processes
  • Problem Resolution

Certification

New Zealand Certificate in Business

(First Line Management - Level 4 NZQF 2456)

Accomplishments

Accomplishments

Air New Zealand

Personal Development

  • Continuous Improvement Everyday Leadership Course.
  • High Performance Engagement Project.
  • Disciplinary Investigations.
  • Performance Management.
  • Emerging Leaders Program.
  • Team Manager coverage. (2IC)


Air New Zealand

Engagement Ambassador

  • Employee engagement 100+ staff members.
  • Planned and implemented quarterly team activities within and outside the workplace.


Air New Zealand

High Performance Engagement Project (HPE)

  • Project Co-Lead.
  • Change Management Implementation.
  • Training plan compilation.
  • Create reporting platform to measure KPI's.
  • Planned and implemented new structure change within the Baggage recovery business.
  • Engaged and collaborated with unions.
  • Successfully implemented four initiatives into the business.
  • Subject matter expert for HPE baggage recovery initiatives.


Waiheke Island Sports Club

Treasurer

Revived a failing non-profit community sports club.

  • Re-set the clubs obligations to manage a non-profit incorporated society (NZ) ensuring the committee's accountability to its members.
  • Approached creditors and successfully rebuilt credibility for current debt and future business.
  • Introduced a new accounting system and software.
  • Developed and implemented processes for transparency and easy management.
  • Developed and implemented a cash management system increasing club cashflow and profitability by 6.5%.
  • Coordinated treasury operations and budgeting.
  • Prepared financial statements for year-end audit report.
  • Coordinate events/club sporting games.
  • Oversee all aspects of risk management, safety and welfare of facilities and sport participants.


Waiheke Island Fire Brigade

Volunteer Fire Person


  • Current member for 20+ years with 7 continuous serving years.

Reference

Reference

Reference's available upon request

Timeline

Service Delivery Leader
Air New Zealand
02.2016 - 11.2022
Customer Service Representative
Air New Zealand
09.2007 - 02.2016
Small Business Owner
Healthy Headz Ltd
11.2004 - 11.2014
Small Business Owner
Waiheke Island Meter Reading Services
11.2000 - 03.2008

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KAREN BEAZLEY