1. CURRICULUM VITAE In Confidence
Mark Watson 1
Mark Watson
PERSONAL DETAILS
Address:
7a Iti Grove
Waikanae
Kapiti Coast
Home: 04 904 0632
Email Home: markwatsonjobs@gmail.com
Mobile: 022 0889 249
SUMMARY
 I am a Customer Service professional with over ten years’ experience within the
customer service sector, both in customer contact and back office roles.
 I have built, developed, and run my own sales consultancy business in my spare
time.
 I am a jack-of-all-trades, and have taught myself website development, tax law,
and accountancy.
KEY STRENGTHS
 Well-developed problem solving skills.
 Able to both resolve issues and eliminate errors.
 Written communication expert.
 Capable of implementing change.
 Self-starter who also works effectively as part of a team and is able to both suggest and
implement group policy.
 Customer service specialist; always delivering at a high standard to a wide audience.
 Innovative and creative.
 Reliable and self-motivated.
 Hardworking and committed.

2. CURRICULUM VITAE In Confidence
Mark Watson 2
EMPLOYMENT HISTORY
Clockwork Ghost Limited: February 2015 to Present
Managing Director
 I work as managing director for Clockwork Ghost Limited, an export company that locates
both New Zealand made and overseas products relating to spiritual pursuits and then sends
those products to customers. The shop also links in to other suppliers, such as wholesale
book depositories and carving schools, and purchases goods when a request is made for
them. I built Clockwork Ghost Limited in my spare time, registering it with the New Zealand
government, have trademarked the name, and designed and built the website. I also do a lot
of networking, and manage the customer service side of the business.
Deliverables:
 I receive calls and emails from clients wanting to purchase my goods, and run a professional
counselling service using modern psychology and life coaching. I cater to an extensive
market, from people interested in spiritualism to people who just enjoy the genre of products
that I supply.
Beyond Recruitment: September 2014 to March 2015
Verifone Technical Support Helpdesk
 I worked as a temp for Beyond Recruitment on a contract for Verifone, on the Australian
EFTPOS Technical Support helpdesk. I supported Verifone EFTPOS machines in Australia,
being technical support for both bank and merchant alike. I also worked on the New Zealand
Technical Support helpdesk, which caters for the New Zealand side of the business. I
provided in depth technical assistance to help ensure the machines operate correctly, that
users are aware of how to use them, and assist with stationery orders and in arranging
servicing by third party agents.
Deliverables:
 I received anywhere between ten and forty calls a day, along with emails requesting that
various systems be updated with amended information received from the merchants. Jobs
were completed within agreed upon Service Level Agreements (SLA).
DTZ: May 2013 to August 2013
Outbound Contact Centre
 I worked for DTZ, a property management company that overseas repairs and servicing of the
Westpac Bank buildings, on a four month contract. I oversaw the faults spread sheets for
Westpac, and called clients and service providers for updates on repair and maintenance jobs,
ensuring that the data was captured in spread sheets and in-house database systems.
Deliverables:
 I managed and manipulated a spread sheet of over 200 individual jobs and service requests,
calling contractors and branch staff to enquire after jobs that had been assigned to them. Jobs
were managed through this spread sheet from inception to completion.
Datacom : February 2011 to March 2012
Data Analyst
 I worked for Datacom in an outsourced customer services team covering the MAF initiative;
Farms OnLine. I answered incoming calls and emails on stock and crop related issues and
threats of natural disasters to the rural community, such as flooding and earthquakes, and
operated and maintained a conclusive database.

3. CURRICULUM VITAE In Confidence
Mark Watson 3
Deliverables:
 Low call volumes but high data output, turning over between 25 and 45 cases a day, each
taking between ten minutes to an hour to complete.
_____________________________________________________________________________
NZ Institute of Chartered Accountants : July 2010 to December 2010
Customer Service Centre
 I completed a six month contract in the Customer Service Centre of the New Zealand Institute
of Chartered Accountants. This involved processing event registrations for both members and
non-members, setting up new events, processing payments, and answering phone and email
enquiries.
Deliverables:
 Up to 50 calls a day, plus sometimes a hundred registrations for events. Also numerous email
registrations and inquiries, payment processing and considerable data entry actions for setting
up new events.
BNZ Payment Services : October 2009 to November 2009
Reconciliations Project Manager
 A short term consultancy at BNZ, this role involved collating a detailed breakdown of all the
in-house suspense accounts, researching the best method for reconciling these suspense
accounts, checking this method against internal audit for compliance, and then adapting the
ideas into practice.
Deliverables:
 I finished a three month project in under a month that saved the BNZ one FTE plus
associated costs. Net savings to BNZ were far in excess of costs, plus the project was
commented on as a great success by external and internal audit.
ANZ National Business Re-engineering : November 2006 to July 2009
Business Analyst at Consumer Finance
 This role involved both process analysis and implementation of changes arrived at as a result
of adherence to Lean Six Sigma methodology.
Deliverables:
 I solely managed a project that saw the bank become compliant with external audit
requirements in regards to risk management procedures, saving the bank tens of
thousands of dollars in costs relating to hiring audit specialists, plus I was part of a
team that was instrumental in saving the bank millions of dollars in three other high
profile projects.
ANZ National Bank Client Services : April 2005 to November 2006
Senior Team Member – Inward Payment Investigations
 This role was an international investigations position; receiving requests from overseas banks
to trace payments which had gone awry, amend transactions sent with incorrect or
incomplete beneficiary account information, and resolve processing errors caused by the
international payments systems themselves.

4. CURRICULUM VITAE In Confidence
Mark Watson 4
Deliverables:
 I was solely responsible for all branch enquiries for two years, plus I worked at 120%
efficiency, frequently handling both mine and my colleagues enquiries and assisting slower
members of the team with their work. My work was always of an exemplary level and was
frequently commented on by management, my final review score being 99%.
First NZ Capital Operations - Senior Team Member (2005 to 2006)
________________________________________________________
National Bank of New Zealand Customer Enquiries Unit (2000 to 2005)
ANZ Call Centre (1998 to 2000)
TRAINING
 Advanced Microsoft Office Suite
 Professional Business Writing
 Meetings and Presentations
 Superior Customer Service
EDUCATION/QUALIFICATIONS
 Six Sigma Green Belt, 2007
 St John Workplace First Aid , 2009
 B.A. (English Literature) - Victoria University of Wellington, 1995
 Diploma of Teaching - Wellington College of Education, 1994
 University Entrance - Wellington Boys College, 1990
 6th Form Certificate - Wellington Boys College, 1989
 School Certificate - Wellington Boys College, 1988
REFEREES
 TBA
 TBA