Nigel King
Consultant and Training manager

Initially trained as an electronics technician, Nigel made the decision to change careers and joined Telecom NZ as a customer service representative in the early days of call centres in New Zealand. He has worked in most roles within contact centres, both in New Zealand and Australia.

Nigel was the Call Centre Manager of New Zealand’s largest territorial authority when they were awarded TUANZ Call Centre of the Year in 2000.

Nigel describes himself as “passionate” about customer service and contact centres. “It’s all about creating an environment for people to succeed” and “bringing together the people with the procedures, processes and systems to ensure success”.

Nigel sees his role as Training Manager and Senior Consultant with TalkTactics as an opportunity to take the skills he has learned and apply them across a number of diverse industries and environments.

Nigel enjoys spending time with friends and family. He describes himself as New Zealand’s number one Star Trek fan. He builds computers as a hobby and can be seen on a regular basis scrounging around computer markets and auctions.

Jacinta Fidow
Trainer

Jacinta has eight years experience in the call centre industry. She started her career as a Telemarketer and quickly moved into supervisory roles. She has over five years experience as a Customer Services Unit Co-ordinator.

Jacinta has been responsible for motivating and coaching teams of CSRs and has been involved in the Performance Management process. She has also participated in the recruitment of new consultants.

In addition, Jacinta has also run training courses to equip emerging leaders in New Zealand and overseas.

Jacinta’s experience demonstrates responsibility and knowledge in areas such as:

• Hoteles de lujo baratos BalatonfuredThe performance requirements of CSRs and a working understanding of the role
• The management and performance development of a team of CSRs
• Participation in call centre management, change management and project management
• Training of new consultants and existing consultants.
• luxury hotels in BathIndividual coaching and mentoring to enhance performance

Jacinta joins TalkTactics New Zealand to lend her knowledge and expertise to our STEP Academy as well as to our corporate clients. She sees the STEP Academy as a great training ground for entry level CSRs and says “Our training facility is set up to be as similar to a true centre as possible so that students know what to expect when they eventually go out into the workplace. We treat the students as employees and expect them to behave accordingly. This gives them a great background before applying for that first contact centre job”. Jacinta’s passion is to help people fulfil their potential in all areas of their lives.

Samantha Judge
Trainer

Six years into a successful International Retail Sales Management career, Sam decided she needed a change. She identified that Call Centres were the way of the future and knew she had to be a part of it! With four years call centre experience in one of Australasia’s largest financial institutions, Sam joined TalkTactics to further develop her training skills and assist trainees to be all they can be.

Sam started her career as a Customer Service Representative, and her ability to train, motivate and lead quickly shone through. She was soon promoted to Account Management, then Team Leader - Risk Management and Debtor Negotiation.

Some of Sam’s more recent experiences clearly demonstrate her abilities and knowledge in the field of training and development:

• Design, implementation and facilitation of a structured Induction package, training needs analysis and an ongoing training programmes for the business unit
• Member of focus group and user tester for corporate wide computer based training
• Leading a team through organisational change
• Managing the performance, development and results of sales, service and collections telephone teams
• Succession planning, development and training for potential Team Leaders
• Creation of a result driven culture and professional customer service approach, through structured KPI’s including a programme of regular call monitoring and continuous feedback

Sam embraces change, welcomes and encourages individual responsibility, accountability and ownership. Her passions and goals are for trainees to develop their full potential and to be all they can be.