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Sue Elliott

Capability statement

Sue ElliottSue has about 20 years consulting experience and specialises in these areas:
• Transformation projects
• Change management
• Customer service improvement and the customer experience – omni channel
• Contact centres

Sue is based between Kerikeri (Northland) and Wellington but often travels to complete her work.

Sue is skilled at stakeholder interviews, workshop facilitation, and writing assessments, reports and reviews.

Sue is a PRINCE2 registered practitioner and is an experienced change manager (working with Prosci / ADKAR since 1998 in the USA). She also has significant experience in process design and improvement.

She is able to form effective working relationships at all levels of the organisation and is comfortable working with CEO and executive teams.
Website:    www.customerservicedesign.com
Contact:    Sue Elliott
Email:    sue@customerservicedesign.com
Telephone:    +6421668423
Mobile:    021668423

Professional background

Sue worked as senior consultant for top tier consulting firm KPMG from 1997 and then on international assignments for a specialist international call centre consulting firm (Vanguard Communications) . Sue set up her own consulting business in 2005.

Prior to working in consulting Sue held operational management roles and programme management roles in the UK in manufacturing, retail banking, and retail and mail order . She led the successful set up and expansion of innovative service businesses and was an early expert in call centres and internet based services.

Sue has worked on multiple transformation projects, set-ups and mergers across USA, UK, Asia and NZ. All successful.

Sue has recently held a number of senior change management roles on large national programmes (public and private sector).

Professional associations

CCINZ – Contact Centre Institute of New Zealand – founder member
IMCNZ – Full member
PRINCE2 Project Management Practitioner (2012)
SSC Gateway Reviewer for large Govt Projects (2011)
Certified Internet Webmaster (CIW) Professional

Typical projects

Some of my projects are strategic and others are more operational in focus.

Other roles involve a heavy element of coaching and support.

Assignments typically include these stages: information gathering, analysis, documenting current state, creating a vision and developing future state design, developing recommendations and roadmaps, building plans and identifying success measures.

Languages

• English
• French
• Italian

Country experience

• UK
• New Zealand
• Australia
• Singapore
• USA (many states)

Sectors

Education, Training
Finance, Banking
Government, NGO
Retail, Wholesale
Services
Telecommunications

Competencies

Business Process Re-engineering
Change Management
Customer Relationship Management
Operational Review
Planning: Strategic, Business
Project Management
Transformation
CMC: A higher level of
management consulting

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