1. G E O F F . G A R D I N E R @ X T R A . C O . N Z
7 4 S A N M A R I N O D R I V E W E S T , HE N D E R S O N • A U C K L A N D • ( 0 9 ) 8 3 8 0 2 4 0
G E O F F J G A R D I N E R
CAREER SUMMARY
Company Position Period
Spark NZ Ltd Team Leader Sep 2005 to present
Telecom NZ Ltd Customer Service Representative Sep 2003 to Sep 2005
Teletech Ltd Customer Service Representative 2001 to Sep 2003
Pre 2001: worked in sales and management roles in the Automotive Industry, and own
business.
ACADEMIC DEVELOPMENT
 Diploma of IT (Information Technology) 2yrs completed 75% papers
 Computer Languages: Java, C++, Visual Basic, C, and Cobol
PROFESSIONAL DEVELOPMENT
 Commercial Acumen Course (2015)
 Management Fundamentals (2014)
 Mc Kinsey methodologies (2014)
 Hermann Brain Dominance Instrument HBDI (2012)
 Brava Coaching Methodologies (2010)
 High Performance Leadership (2009)
 Performance Management (2009)
SOFTWARE SKILLS
Microsoft Excel (Advanced), Word (Advanced), Publisher, Access, Exchange, Outlook, NPS, SAP, WFM, CC
Pulse, In-house SparkCRM, ICMS, Genesys, iBase, Knowledge base, Siebel, HP Service Center, and OPCS
LEADERSHIP
15 years experience in leadership roles in both the telecommunications and automotive industries within
Auckland
 Spark NZ Ltd / Telecom NZ Ltd
 Teletech NZ Ltd
 The Tyre General
PROCESS IMPROVEMENT
Continually seeking opportunities to improve processes and procedures to assist our internal and external customers
more efficiently.
 Created a Management Escalation database for our managment team where we stored customer
complaint data which enabled reporting for process improvement.
 Created site metric reports for 2 CCM’s (Site managers)

2. COACHING AND TRAINING
Coaching and training my team is my number one daily duty where I look out for and coach
improvement opportunities. This is done through various methods listed below.
 Laps - circulating through my team looking out for celebrations and coaching opportunties
 Daily side by side and remote call observations
 Daily heartbeat meetings - to keep my team up to date with company initiatives, team buidling
and team coaching.
 Weekly coaching sessons - where we discuss individual performance and colaborate on agents
coaching needs
 Team Meetings - where we celebrate successes, share insights and opportunities for
improvement, and where I present and discuss company initiatives.
CUSTOMER RELATIONSHIPS
Customer relationships are always the number one consideration in everything I do.
 Build strong customer and colleague relationships
 Get to know our customer and their needs
 Be straight up with honesty and integrity
 Go the extra mile for our clients
 Relate well to people at all levels
TEAM DEVELOPMENT
Team Development is through coaching my team to master their own roles, and to
move on into more challenging roles. I do this through;
 Having excellent communication skills
 Being honest and straight up
 Having a positive and open mind
EXPERIENCE
2005 - 2015 Telecom / Spark NZ Ltd Auckland CBD
Team Leader – Broadband, Broadband Business, Core, and Telecom Business Hub.
Resposibilities:
 Lead a senior team (up to 15 agents) specialising in support of Telecom Business Hub (Hosting,
Domains, Domain Mail and Design) to corperate customers
 CCM (Site Manager) 2IC - Track site performance, complete HR documentation and processes,
project work (process changes etc.) and help with day-to-day running of the site
 Run team meetings, Daily Heartbeat meetings, performance meetings and 1 on 1 meetings to
ensure all KPI's are exceeded and there are clear plans in place for the coming months.
Observe calls and provide feedback including improvement opportunities to team members
 Process Improvement - Look at smarter ways of completing tasks and implement changes to
the processes (driving down Transfers to other departments.)
 Deal with customer complaints in a effort to retain their business - follow CRG guidelines
 Check and authorise payroll
Achievements:
 Sales – Coach my team in the new initiative of cross selling broadband and mobile products,
often winning top team for sales.
 Taking a low performing team to beng one of the top peforming in the centre.

3. EXPERIENCE (CONT’D)
2003 – 2005 Telecom NZ Ltd Auckland CBD
Customer Services Representative
 Troubleshooting with Spark customers in broadband, residential and business skillsets.
 Provide excellent customer service
 Excellent communications skills
 Work with customers to identify their broadband issues
 Adapt communication style to increase customer engagement
 Skilled in Microsoft Office products Word, Excel (Advanced), Access,
PowerPoint and Publisher
INTERESTS
I enjoy spending time with my family on the weekends. I am a home handyman who enjoys a
spot of landscaping. Like most Kiwis love sport, and supporting all Kiwis competing
internationally, especially the All Blacks. Enjoy all things technical, including having a passion
for Microsoft Excel and computer programming.
REFEREES
James Betton (Call Centre Manager) Spark NZ Ltd (027) 6125985
Roy O’Hara (Call Centre Manager) Spark NZ Ltd (027) 4675211