Position : Manager Contact Centres
Company Name : Inland Revenue New Zealand
Valerie heads up Inland Revenue’s contact centres which are located in five locations across New Zealand. Valerie’s team includes 6 contact centre managers and three specialist managers, who are jointly responsible for the planning and delivery of customer contacts, across channels, with Inland Revenue.
Valerie has a broad knowledge of Inland Revenue thanks to her many years with the department and has been involved with Inland Revenue’s contact centres since 1999.
Valerie has a strong passion for contact centres, the role they play in the Organisation and a desire for continuous improvement. She sees technology as a strong enabler to improving the experience for Inland Revenues customers but also for the staff and the Organisation as a whole.