Emma Windsor
Ormeau,NZ
Summary
Customer-focused professional who resolves enquiries, manages complex complaints, and builds long-term relationships through clear communication and sound judgement. Brings strong banking knowledge, transaction processing, and workflow improvement skills that support efficient operations, accurate reporting, and better customer outcomes.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Customer Advisor
NAB
Gold Coast, QLD
07.2025 - Current
- Advised NAB customers on everyday banking, accounts, and digital services.
- Resolved customer enquiries across branch, phone, and online channels.
- Resolved complex complaints with empathy and sound judgment, enhancing customer satisfaction.
- Built long-term relationships with returning customers, fostering loyalty and trust.
- Increased sales through upselling products and proactive follow-ups with customers via phone and email.
- Processed transactions and maintained accurate customer records in banking systems.
- Demonstrated a strong understanding of company policies and procedures.
- Collaborated with other departments to meet customer needs.
Administration Manager
Windsor Contracting Limited
Kapiti, Wellington
02.2020 - 04.2025
- Organized workflows to enhance operational efficiency and reduce costs.
- Automated office operations, streamlining accounts payable and receivable, customer correspondence, and data communications.
- Created and maintained an operations manual to document systems and standards.
- Prepared detailed spreadsheets to analyze weekly and monthly sales statistics and expenses.
- Maintained records of personnel transactions such as hiring, promotions, transfers, performance reviews and terminations.
- Monitored emails and phone calls from customers or vendors; responded promptly with accurate information.
- Performed data entry tasks into various software programs; updated databases regularly.
Customer Service Officer
ASB Bank
Paraparaumu
03.2016 - 02.2019
- Responded and assisted customers with account inquiries and updates.
- Explained bank services, financial products, and fees, enhancing customer understanding and satisfaction.
- Identified customer financial needs and offered tailored financial products, contributing to customer satisfaction and retention.
- Resolved customer disputes using problem-solving techniques, ensuring timely and effective resolutions.
- Developed effective listening skills while interacting with customers over the phone or via email.
- Developed strong interpersonal skills through face-to-face interactions with customers.
- Adhered to strict guidelines regarding financial and customer data to avoid breaches and information misuse.
- Reconciled cash and checks against computer records at end of shift.
- Increased knowledge of banking products and services by actively participating in available training classes and workshops offered to employees.
Flight Attendant - Trans Tasman
JetConnect - Qantas
Wellington
09.2011 - 03.2015
- Attended training in customer service, conflict resolution techniques, and safety procedures to remain current on new requirements and procedures.
- Completed pre-flight checklist for safety, passenger, and supply management to ensure compliance with aviation regulations.
- Instructed passengers on safety and emergency procedures and answered questions related to flight.
- Ensured cabin cleanliness and professional appearance, contributing to a welcoming atmosphere for passengers.
- Supervised junior staff to uphold compliance with company policies and improve operational efficiency.
- Followed company regulations and rules promoting a safe environment for both travelers and employees.
- Trained in emergency evacuation procedures, CPR, and First Aid.
- Maintained composure in high-pressure situations while addressing passenger complaints and managing medical emergencies.
- Performed pre-flight checks of equipment and safety features to guarantee safe flight conditions.
- Exhibited strong organizational skills when managing multiple tasks simultaneously, such as preparing drinks for passengers and ensuring safety regulations were followed.
- Enforced aircraft and passenger compliance with safety protocols, procedures, and regulations.
Education
Level 4 Administration and Computing - Admin and Computetrs
Whitireia Polytechnic
02-2020
Flight Attendant -
NZ Travel and Tourism
Wellington09-2011
Skills
- Core banking systems
- Customer relationship management
- Policy compliance
- Client relations
- Customer onboarding
- Problem solving
- Problem-solving techniques
- Active learning
- Attention to detail
- Multitasking ability
- Multitasking Capability
Certification
- First Aid & CPR Certificate
- Current Blue Card
volunteer experience
Waikanae Primary School, Netball Coach, Waikanae, 2022-05, 2024-10, Created a positive environment that encouraged collaboration, communication and teamwork among the players., Developed and implemented successful strategies to improve team performance in netball games., Adapted teaching styles according to individual needs of athletes for better understanding., Researched latest developments in netball equipment technologies for efficient training sessions., Organized game plans and drills to maximize the effectiveness of practice sessions.
Timeline
Customer Advisor
NAB
07.2025 - Current
Administration Manager
Windsor Contracting Limited
02.2020 - 04.2025
Customer Service Officer
ASB Bank
03.2016 - 02.2019
Flight Attendant - Trans Tasman
JetConnect - Qantas
09.2011 - 03.2015
Level 4 Administration and Computing - Admin and Computetrs
Whitireia Polytechnic
Flight Attendant -
NZ Travel and Tourism