* National manager, road service, Automobile Association
Pocket CV
John Healy
1993-2001 Manager, network customer services, Telecom NZ
2001-2004 Manager, customer service support, Oxygen Business Solutions
2004-2005 Manager, service delivery, GDC Communications
Q: What were you doing before accepting your new position?
A: My career over the last 10 years
has been based around customer service delivery, with a telecommunications and IT focus. I was recently at GDC Communications where I managed the installation and support of voice solutions for corporate and key business customers.
Q: Why did you apply for this job?
A: Working for a company of this standing is an exciting opportunity. The position appealed as it is heavily service delivery focused, and has a national accountability to deliver service excellence for one of the original NZAA services.
Q: What does your new job entail?
A: I'm responsible for the day-to-day delivery of the NZAA's roadside breakdown service. This involves managing and delivering roadside assistance for more than 500,000 member calls a year.
I have teams of service officers - approximately 150 nationally and more than 470 contractors. I am also responsible for a 60-seat response centre which receives the breakdown calls from members.
Q: What are the major challenges ahead of you?
A: To focus the roadservice team on continuing to deliver excellent service while seeking additional opportunities to improve, and using resources efficiently.
Q: What does being the National Manager Road Service mean to you?
A: Being responsible for a key business unit of the NZAA is exciting and satisfying. To be able to use my skills and experience to develop and implement positive change through a people-oriented business, and to motivate people and instil a culture of service excellence and operational efficiency is a real buzz.
Q: What else might you have done?
A: The same type of role in a different industry - I have a passion for customer service. Nothing is as satisfying as managing a team whose function is delivering service excellence.
Q: What do you do in your spare time?
A: I support my family's sporting and leisure interests and do a bit of casual fishing and gardening when the chance arises.
