Adrian Kwan

Adrian Kwan has a diverse work experience spanning over two decades. Adrian started their career at Farmers Trading Company Ltd as a Team Leader for Electronics & Appliances from December 1997 to April 2001. Adrian then joined Surprises Floral & Gift Specialist as a Sales Manager from May 2002 to November 2002. Adrian worked at Telecom New Zealand in various roles, including Senior Customer Service Representative, High Value & Home Business Team Leader, Team Manager of the Asian Customer Care Centre, and Customer Care Manager for the High Value segment. Adrian also served as the Lead Coach for the Consumer division and implemented a coaching framework to improve staff performance and frontline leadership. Adrian took on the role of Contact Centre Manager and Senior Sales Leader at Westpac Banking Group NZ, where they managed the Sales Direct Auckland Contact Centre and was responsible for sales delivery and strategic planning.

Adrian then transitioned to Lotto New Zealand as the Manager - Service & Support, where they provided day-to-day business support, managed the contact center and IT helpdesk operations, and serviced B2C and B2B customers across multiple channels. Adrian eventually became the IT Service Delivery Manager, overseeing service delivery and continuous improvement initiatives. Most recently, Adrian joined Plexure as the Head of Delivery, previously serving as the Delivery Manager and Director Customer Operations/Head of Operations. In these roles, they focused on strategic value addition through operational excellence, managing service and support requirements for global clients, and increasing operational efficiency while minimizing costs.

Throughout their career, Adrian has demonstrated a strong ability to manage teams, deliver quality customer service, and drive business performance through coaching, strategic planning, and continuous improvement.

Adrian Kwan has a diverse education history. Adrian completed their Masters of Business Administration (MBA with Merit) from Auckland University of Technology, from 2008 to 2010. Prior to that, they pursued a Bachelor of Art and Bachelor of Commerce Conjoint degree in Management and Psychology at The University of Auckland, from 1997 to 2001. Adrian Kwan's earlier education includes their attendance at Westlake Boys, where they studied from Form 3 to 7, focusing on Bursary & University Entrance. Apart from their formal education, Adrian Kwan has also obtained additional certifications. Adrian earned their Professional Scrum Master 1 certificate from Scrum.org in December 2018, their PRINCE2 certification from APMG-International in December 2013, and their ITIL Foundation certification from Loyalist in April 2013.