You don't get many people who are as much of an all rounder as Zoe who has been with Capital S.M.A.R.T and the AMA Group for over 12 years.
How did you get started in the industry?
I came across with a team of people who had previously worked together, starting as a customer service officer for 11 weeks, followed by the creation of the Capital S.M.A.R.T call centre leading the national customer service delivery. There were 150 customer care advisors and I developed the processes and scripting across the 50+ sites. From here I stepped into an estimating role and site leadership to get a fuller understanding of the processes and rhythms on the shop floor.
After this I stepped back into a national role, leading our high-severity network, working hand-in-hand with the insurer to deliver a seamless experience.
Working alongside various departments we have created innovation and streamlined processes over the past 12+ years
What do you do now?
I am currently in a project role for AMA Group, building new sites, building skills on how to design a site from scratch, creating efficiency throughout the sites and seamless processes for our customers and insurers
What do you most like about the industry?
The people! The banter you have along the way. It really is, and always has been, a fun environment to work in. Everyone works hard in all they do however when it comes to building work relationships and making the journey enjoyable I find our industry shines through. Capital S.M.A.R.T, AMA Collision, and ACM have all been supportive and made the journey exciting.
What do you most dislike about the industry?
The shortage of technicians, it really puts a strain on the teams on-site the leaders, the human resource teams and recruitment, not to mention the strain on the customers and insurers when it’s hard to find enough people to keep up with the demand.
Who do you most admire in the industry?
I admire all Jim Vais has created 13 years ago, leveraging processes and rhythms to have our sites run in sync and deliver a standard of service and speed that was relatively new when it rolled out. My biggest mentor was Shelly Holst who is not longer with us, Shelly embedded a culture that was second to none - a large family, working together towards a common goal and of course having lots of fun along the way. Shelly introduced a lot of leadership programs that really made caring leaders out of so many people. Her legacy lives on to this day
Cars! tell us - first car, current car, dream car?
First car - Holden Barina - red with yellow rims , side mirrors and a subwoofer and two giant exhausts (I can’t believe I’m telling you this)
Current car - Mazda CX5 - comfy no grunt though!
Dream car - Something I could travel the outback in, troop carrier converted into a living area to travel Australia!