MJ Brodie
they/them
Remote VA/VBM and all-round organisational nerdPart-time Etsy crafter
Experience
Your VA & Freelance
Virtual Assistant / Virtual Business Manager
Executive Administration
Process documentation and improvement
Project management
October 2022 – present
iwantmyname (acquired by CentralNic in 2019)
Customer Success Manager (Retail)
Acted as a brand ambassador for the iwantmyname brand within the wider CentralNic umbrella
People management of a small team as well as workload management of staff from the wider group being cross-trained to provide support backup
Tracked ticketing system data including CSAT scores and followed up with negative customer ratings as appropriate to try to resolve the issue to the customer’s satisfaction
Created and maintained internal and external documentation that was easy to understand
Worked in conjunction with the Engineering team to identify and prioritise system bugs, potential improvements, and customer feature requests, and placing these on the roadmap
October 2021 – August 2022
Customer Supporter
Quickly resolved customer questions or issues with a compassionate and empathetic approach
Managed escalations including complex customer queries and GDPR/Privacy Act requests
Proactive and reactive identification and investigation of potential fraud
Enforced strict customer identification procedures and stayed alert to attempts at social engineering to ensure customer security, as well as educating customers on digital security
Was the operational subject matter expert when migrating ticketing systems, ensuring that existing processes were updated as necessary, and that continuity was maintained
Participated in continuous process improvement by generating suggestions, engaging in problem-solving activities to support teamwork
August 2018 – October 2021
New Zealand Racing Board (via H2R Consulting)
Contractor [temporary role]
Responsibility for remuneration review process development, including financial modelling of different scenarios to distribute the overall remuneration review budget to employees at varying positions in their salary bands, and analysing and cleansing complex payroll data
Development of technical tools in Google Suite for managers to review and allocate their remuneration review budgets within company guidelines
Coordinated process improvement initiatives in the payroll space, including legislation compliance and process documentation
Undertook thorough gender pay gap analysis to identify areas in which pay parity could be improved, and wrote a paper for the Board
July 2017 – December 2017;
February 2018 – March 2018;
August 2018 – October 2018
Advanced Management Services (AMS)
Contractor [temporary role]
Built Standard Operating Procedures for existing outsource clients, and a template for new clients, in conjunction with subject matter experts
Created a tool for the sales team to use when bringing on a new client to scope the workload required, in order to apply a consistent pricing model
Built and maintained SOPs for ad hoc payroll relief work, documenting existing in-house processes and training AMS Outsource team members
Created a streamlined process for new system implementations
November 2016 – June 2017
Department of Corrections
Payroll Adviser – Process Improvement
Seconded to Payroll Improvements Team Leader role for seven weeks to cover leave
Provided expert payroll advice and services to employees and managers on a range of issues
Developed and implemented a number of improved processes, including the development, testing, and implementation of a suite of automated communications to employees and/or managers based on audit triggers within the payroll system
May 2015 –
November 2016
New Zealand Post
Payroll Support Analyst (process improvement)
Started and coordinated a method for collating, assessing, and implementing business improvement initiatives and suggestions from the Payroll team
Led concurrent business improvement initiatives, including planning, cost benefit analysis, coordination, and implementation
July 2014 –
April 2015
Payroll & Customer Contact Specialist [secondment]
Strong recruitment, selection and team leadership of three teams in order to ensure successful completion of the project
Developed a range of robust processes and procedures for customer contact teams
Successfully managed implementation of outsourced call centre and data analysis, developing phone scripts and escalation processes and training operators on project-specific legislation
Drafted and developed communications to managers, current employees, former employees, and families of deceased former employees that coherently explained the reasons money was owed to them and the process for claiming
Heavily involved in designing, testing, and implementing a bespoke application to facilitate cleansing of payroll data in order to recalculate leave payments for current and former employees back to 2004
August 2013 –
July 2014
Payroll Support Analyst
Supervision of a small team (1-3 staff), including workload management and training
Highest escalation point for complex queries, as well as day-to-day customer service
Played a pivotal role in integrating a subsidiary company’s payroll into the NZ Post environment
Created and revised clear, comprehensive processes, procedures, induction processes, training documentation, and competency frameworks
November 2011 – August 2013
Canterbury District Health Board
Customer Services Officer (Payroll)
Responded promptly, accurately and courteously to queries and requests
Developed and maintained a centralised process manual for all HR Shared Services staff
April 2011 – November 2011
Payroll Officer
Interpreted and extended employee timesheets, exception sheets and leave forms for a portfolio of approximately 800 staff over two pay runs
November 2009 – April 2011
Education
Te Ara Reo Māori (He Pī ka Pao) Levels 1 & 2
Te Wānanga o Aotearoa
Expected:
November 2023
Certificate in Business Studies
Massey University
Completed:
August 2017
Skills
Software
Highly experienced: Google Workspace suite, LastPass, 1Password, Sift, Slack, TextExpander, Zendesk
Experienced: Basecamp, Clickup, Clockify, Confluence, Desk.com, Droplr, HiBob, JIRA, Microsoft Office suite, OTRS, Sibelius, YNAB, Zoom
Communication and Customer Service
Skilled at delivering messages in a clear, customer-appropriate, and sensitive manner
Proven ability to engage effectively with internal and external stakeholders and maintain strong relationships with clients
Expertise in resolving escalated customer service issues, with a reputation for dealing successfully with difficult customers and preventing situations from escalating by explaining complex scenarios clearly, and with empathy and understanding
Clear and effective communicator who can present complex information across mediums in an accessible way
Analysis/Technical Skills
Experienced with bespoke reporting tools in conjunction with Excel and/or Google Sheets
Development of several highly successful methods for analysing and reporting on the performance of in-house and outsourced teams
Proficient in HTML/CSS coding and WordPress CMS
Comfortable with searching, reading, and understanding New Zealand legislation, and applying it as required
Process Improvement
Experience with, and a keen interest in, process improvement as well as change and project management
Vast experience with process documentation, both from scratch and collating existing documentation into a comprehensive, ‘one source of the truth’ document that could be easily followed by existing and onboarding team members, as well as induction and training manuals
Personal Attributes
Dedicated, versatile professional who strives for excellence in all work undertaken
Keen and relentless learner who actively seeks new opportunities and can hit the ground running
Proven ability to anticipate and adjust for both expected and unforeseen roadblocks
Ability to work well and keep calm under time constraints and strict processing deadlines
VOLUNTEER EXPERIENCE
Rostering, Co-Chapter Head
Good Bitches Baking
November 2017 – September 2020
Pitch Coach, Mentor, Facilitator
Startup Weekend
January 2017 –
present
Management Committee
Wellington Women’s House
April 2013 –
October 2014
HOBBIES & INTERESTS
An ardent (and very competitive!) quiz night attendee
An enthusiastic musician, playing the cello and bass guitar as well as composition
Love to get involved in Startup Weekends and similar events, with a focus on pitch coaching
A keen traveller, including Australia, USA, Italy, various Pacific Islands, and the Philippines – more of Europe is next on my bucket list!
Enjoy vintage/retro styling, and like to sew some of my own clothes
Enjoy flying – I grew up on an airfield in the middle of a river!
A Dungeons & Dragons nerd with an ongoing campaign
An avid reader of just about any genre, especially historical fiction and graphic novels
Love cooking and baking and will find any excuse to do so!