DELLAYNE RATIMA

• Marketing & sales

• Manage phone calls and correspondence

• Coordinate office activities

• Prepare and publish social media posts

• Assist colleagues whenever necessary

• Have gained extensive knowledge in administration and marketing, working with colleagues and customers improving communication skills.

• Computerized office activities, maintained customer communications and tracked records through delivery.

• Screened and transferred incoming calls, took down messages and transmitted information and documents to internal personnel.

• Maximized branding outreach by facilitating marketing initiatives.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Provided primary customer support to internal and external customers.

• Responded proactively and positively to rapid change.

• Took customer calls adopting a first contact resolution approach by providing clear, accurate, timely and comprehensive responses to queries and concerns

• Responded to a range of customer enquiries from multiple delivery channels such as phone, email, fax, and social media

• Proactively kept up to date with any changes to legislation, regulatory requirements and specialist customer facing knowledge and processes

• Provided correct, up to date advice and information to customers that is focused on adding value and education

• Resolved complaints and issues in the first instance and when required recognised the need to escalate complaints/risks to my leader

• Managed and prioritised my time effectively to ensure that Customer enquiries were dealt with in a timely manner

• De-escalated situations involving dissatisfied customers, offering patient, empathetic assistance, and support

• Made good judgements and/or quick decisions within my delegated authority that met Waka Kotahi's needs

• Displayed understanding and empathy to customers, balancing customer service with the needs of Waka Kotahi and regulatory requirements

• Kept comprehensive and accurate records of all customer interactions

• Participated and contribute to and through change by thinking, acting, and advocating the change

• Adhered to all health, safety and wellbeing policies and procedures

• Confident communicating with people and providing the best face to face customer service.

• Developed and maintained relationships with customers

• Gained Product knowledge in order to Drive Sales and meet targets.

• Ability to stay calm and find solutions when dealing with unhappy or disgruntled customers.

• Always providing a positive and friendly attitude.

• Managed phone calls and responded to emails from customers and potential customers.

• Provided Virtual Assistance over Chat Messaging

• Able to adapt to different environments and different management styles.

• Contact third parties in order to carry out a customer's request • Cash handling and Invoice Corrections

• Delivered feedback to decision-makers regarding employee performance and training needs.

• Applied customer feedback to develop process improvements and support long-term business needs.

• Cultivated warm relationships with regular customers.

• Explained menu items and suggested appropriate options for food allergy concerns.

• Kept register accurate through correct billing, payment processing and cash management practices.

• Noted special patron requests and followed up with kitchen to confirm delivery.

• Supervised restocking of salad bar and buffet for lunch and dinner service.

• Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.

• I was able to extend my knowledge in the hospitality industry even further working at Woolpress Cafe

• I was trusted to step up and take on the Manager duty while working as the chef which helped me gain a lot more confidence taking on big roles