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human resourceS
Lisa Guy is a skilled facilitator who improves the performance of your people.
Recent work:
Rationale Ltd. Human Resource Manager www.rationale.co.nz
The Rationale vision is to be New Zealand's leading independent advisers in infrastructure investment. Lisa is responsible for recruiting our in demand pool of talented staff. Collaboration at Rationale is key, working within the team Implementing the human resource strategy, supporting the evolving organisation as it grows from 15 to 25 plus and establishing additional offices. Rationale values are defined in actions and behaviors that can be measured. Job definitions, skills and attributes matrix's clarify the organisations culture, giving everyone a clear view of their foundation skills, a career path and Rationales expectations. Lisa has input to our activity based work space design and offers directional coaching for individuals. Lisa regularly adds input to working groups in this busy professional services consultancy. Her skills as a trainer provide opportunities for workshops across a raft of topics and her involvement in customer service strategies for our clients.
Waitaki District Council; Customer Excellence Strategy Review: Project manager / working party. http://www.waitaki.govt.nz
Review of Waitaki District Council existing customer service strategy.
Recent work:
Rationale Ltd. Human Resource Manager www.rationale.co.nz
The Rationale vision is to be New Zealand's leading independent advisers in infrastructure investment. Lisa is responsible for recruiting our in demand pool of talented staff. Collaboration at Rationale is key, working within the team Implementing the human resource strategy, supporting the evolving organisation as it grows from 15 to 25 plus and establishing additional offices. Rationale values are defined in actions and behaviors that can be measured. Job definitions, skills and attributes matrix's clarify the organisations culture, giving everyone a clear view of their foundation skills, a career path and Rationales expectations. Lisa has input to our activity based work space design and offers directional coaching for individuals. Lisa regularly adds input to working groups in this busy professional services consultancy. Her skills as a trainer provide opportunities for workshops across a raft of topics and her involvement in customer service strategies for our clients.
Waitaki District Council; Customer Excellence Strategy Review: Project manager / working party. http://www.waitaki.govt.nz
Review of Waitaki District Council existing customer service strategy.
- Survey rate payer and employee base perceptions and expectations of Waitaki District Council service delivery.
- Facilitate understanding of trending service expectations and tools in a global and local context.
- Facilitate working party think tanks to formulate a customer service strategy, and a service charter.
- Support the development of an implementation plan for the customer service strategy.
NEED A HAND WITH PEOPLE ?
Lisa is an influencer, people respond with what needs to be done.
Industry works and experiences:
Local government: Development of service charters and customer excellence training programs. Coaching for challenging customer scenarios. Working party collaboration , facilitation to clarify culture and value alignment. FMCG Industry: Project team to re-brand ten supermarkets in as many weeks - including instructional design and facilitation on training for Induction and customer service. Support coaching employee redundancy for staff impacted by a head office relocation. Working throughout NZ in training support of 13,000 staff / 300 corporate traineeships, supervisory and leadership training, induction and customer service. Ramp ups: Progressive Enterprises: Development of training manuals, recruitment and induction for the opening of Fresh Choice Queenstown. Foodtown Kitchen - pre-prepared meals. Foodcap Group Progressive Enterprises Centralised Meat Distribution. GFC reboots: Writing operations manuals, supporting restructures, recruitment, training and openings. Wildfire Sydney and Hotel So - Christchurch training programs and operation manuals. Virgin Blue Pakikisama enculturation program for Philippines call center with Australian customers. Instructional design of product knowledge training for the ANZ Bank. Small World - a learning program to support cross cultural communication skills in the public and private sectors.
- Ramp ups and openings of hotels, restaurants, ski areas, supermarkets, sporting events.
- Recruitment, inductions, skill training, soft skills, process set ups, manual writing, performance coaching.
- Change management, vision creation, strategy development, restructures.
- Team agreements, service charters.
- Dealing with restructuring and redundancy.
- Project management and logistics.
Industry works and experiences:
Local government: Development of service charters and customer excellence training programs. Coaching for challenging customer scenarios. Working party collaboration , facilitation to clarify culture and value alignment. FMCG Industry: Project team to re-brand ten supermarkets in as many weeks - including instructional design and facilitation on training for Induction and customer service. Support coaching employee redundancy for staff impacted by a head office relocation. Working throughout NZ in training support of 13,000 staff / 300 corporate traineeships, supervisory and leadership training, induction and customer service. Ramp ups: Progressive Enterprises: Development of training manuals, recruitment and induction for the opening of Fresh Choice Queenstown. Foodtown Kitchen - pre-prepared meals. Foodcap Group Progressive Enterprises Centralised Meat Distribution. GFC reboots: Writing operations manuals, supporting restructures, recruitment, training and openings. Wildfire Sydney and Hotel So - Christchurch training programs and operation manuals. Virgin Blue Pakikisama enculturation program for Philippines call center with Australian customers. Instructional design of product knowledge training for the ANZ Bank. Small World - a learning program to support cross cultural communication skills in the public and private sectors.
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