Jordan Te’o
Brisbane,QLD
Summary
With over 13 years of customer service experience and 5 years' experience within the IT environment, I am an experienced technical professional with a track record of successfully leading and mentoring individuals and teams to achieve goals with the proven ability to communicate effectively with team members, stakeholders, and clients to ensure success. I prioritize being a goal-oriented team leader/trainer with a demonstrated ability to inspire and empower team members to exceed targets and deliver exceptional results and provide whatever resources and support they need to achieve their goals. I am an experienced dynamic and energetic trainer with a proven track record of delivering engaging and interactive training sessions to diverse groups. I am a motivated and results-driven individual with a proven ability to effectively manage and support team members and learners.
Overview
15
15
years of professional experience
Work History
Training Advisor – Project Team
Bolton Clarke
04.2024 - Current
- Created training materials and resources.
- Provided guidance and support to project team members and users.
- Developed and delivered customized training sessions to diverse audiences (face-to-face and virtually).
- Collaborated with subject matter experts to design and implement technical training programs.
- Evaluated training effectiveness through surveys and assessments.
- Provided one-on-one coaching and mentoring to employees seeking further understanding and assistance.
- Coached and mentored a new trainer to improve their presentation and facilitation skills.
- Collaborated with management to identify training needs and develop customized training courses.
Step-up Team Leader
Parliamentary Services
Wellington
01.2023 - 03.2024
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Reviewed completed work to verify consistency, quality, and conformance.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Facilitated training sessions for new employees on company policies and procedures.
- Oversaw training and development programs to enhance team skills and knowledge.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Maintained positive working relationship with fellow staff and management.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Mentored newly hired employees and implemented training.
Dispatch Coordinator
McCarthy Transport
Whanganui, Whanganui
04.2022 - 09.2022
- Ensured accuracy of data entry into dispatch system including load details, rates, carrier information.
- Monitored driver performance in terms of timeliness and safety regulations compliance.
- Relayed work orders, messages or information using telephones or two-way radios.
- Assigned deliveries to drivers according to their availability and route guidelines.
- Advised personnel about accidents, weather conditions or other hazards.
- Balanced technician workloads to help minimize drive time and maximize productivity.
- Kept sites informed of trucks' whereabouts, and expected time of service.
- Recorded and maintained files or records of customer requests, work or services performed.
- Managed inventory control processes such as stock rotation or item replenishment.
Applications Trainer
Whanganui DHB
10.2021 - 04.2022
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Evaluated effectiveness of instructional methods used during training sessions.
- Conducted training sessions on application usage and features to groups of users.
- Provided help desk support by responding to user training requests and training questions.
- Created documentation for existing applications including help files and FAQs.
- Facilitated workshops aimed at increasing productivity through proper application usage.
- Evaluated effectiveness of training using surveys and other client engagement initiatives.
- Monitored progress of users throughout the learning process in order to ensure comprehension.
Laptop Support Lead
NZ Police
Wellington
01.2021 - 10.2021
- Processing and management of all incidents and requests related to faulty laptops and docking stations.
- Manage incoming devices from users, and arrange replacement devices to dispatch.
- Troubleshooting / Diagnosing Devices.
- Logging and managing tickets with vendors (Vodafone and Spark) to arrange the repair or replacement of devices.
- Correspondence with internal users, management, and vendors for any laptop or docking station queries.
- Push software/applications onto devices.
- Asset Management for Laptop Fleet.
- Piloted a project to implement more efficient processes.
- Hired and trained the second-in-command.
- Successfully decreased the Laptop Support Queue (outstanding tickets) by 90%.
- Established relationships with key stakeholders from external organizations.
- Evaluated software or hardware to recommend improvements or upgrades.
- Coached and mentored junior support personnel in resolving complex problems.
Escalation Specialist
Ministry of Business, Innovation and Employment
Wellington
11.2019 - 07.2020
- Offered expert advice on Tenancy and Bond matters.
- Handled record-keeping for properties involving tenants and landlords.
- Resolved high-priority concerns through effective communication.
- Performed quality assessments to ensure service standards.
- Training assistance for new employees.
- Maintained a high level of quality assurance throughout the escalation process.
- Developed solutions to improve customer service experience.
- Developed and implemented strategies for improving customer service experience.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Service Department 2IC
Capital City Ford & Mazda
Wellington
11.2016 - 08.2019
- Managed critical customer support escalations.
- Managed key performance indicators effectively.
- Evaluated and anticipated servicing patterns.
- Coordinated responsibilities effectively among team for optimal productivity.
- Managed client relationships.
- Ensured quality in service provided.
- Conducted site preparation for services at multiple locations.
- Coordinated weekly parts procurement and dispatch.
- Coordinated service job schedules and distributed loan vehicles.
- Developed Excel sheet for forecasting services from historical data captured through software.
- Resolved customer complaints regarding services provided or delays in scheduling or completion times.
- Mentored junior team members and managed employee relationships.
- Assigned service technicians to jobs based on customer needs and technician availability.
Team Leader
ANZ Direct
Wellington
08.2015 - 10.2016
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved escalated customer complaints promptly and professionally.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Examined survey data to pinpoint areas for team enhancement.
- Facilitated weekly meetings with team members to discuss objectives, challenges, successes.
- Monitored call queues to ensure efficient customer service operations.
- Maintained daily records of team performance, attendance, and customer feedback.
- Created reports summarizing key performance metrics such as average handle time, first call resolution rate.
- Implemented changes to workflows and scripts based on customer feedback and analysis.
- Participated in recruitment efforts by conducting interviews for potential candidates.
Training Specialist
ANZ Direct
Wellington
06.2013 - 08.2015
- Maintained up-to-date knowledge of training trends, developments, and best practices.
- Assisted in creating an effective onboarding program for new employees.
- Developed and maintained training materials, including job aids, handouts, and presentations.
- Developed targeted courses to achieve company training objectives and enhance skills of new employees in leadership roles.
- Coordinated with subject matter experts in order to develop comprehensive training content.
- Coordinated continuous education and professional development opportunities for staff.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Implemented diversity and inclusion training programs to foster an equitable workplace environment.
- Facilitated engaging and informative training sessions for both new hires and existing staff.
- Collaborated with department heads to tailor training programs to specific job roles and functions.
- Supported onboarding of new employees by hosting orientation sessions.
Customer Service Representative
ANZ Direct
Wellington
01.2011 - 06.2013
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Maintained records of customer interactions, transactions, comments and complaints.
- Developed effective working relationships with team members across multiple departments.
- Identified opportunities to upsell additional products or services when appropriate.
- Navigated through computer systems to review information and respond appropriately to callers.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained detailed records of customer interactions and transactions for future reference.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
Case Manager
Ministry of Social Development
Wellington
01.2010 - 01.2011
- Developed trusting relationships with social services, health care providers and governmental agencies.
- Facilitated communication between clients, families, caregivers, social services and other agencies to ensure client needs were met.
- Consulted with staff on resolution of complex service issues.
- Maintained accurate case records and documentation according to agency guidelines.
- Provided case management services including intake, assessment, crisis intervention, advocacy, referral and monitoring of families.
- Assessed clients' needs, developed service plans and monitored progress towards goals.
- Assessed and identified service delivery challenges and opportunities within local area.
- Established and maintained relationships to meet community needs and avoid service duplication.
- Conducted initial assessments to determine client eligibility for programs and services.
- Linked clients with social services, health care providers and governmental agencies to help claim or reclaim individual autonomy.
- Developed and maintained relationships with community resources and service providers.
Education
Level 4 Certificate - Information Systems
Whitireia Polytechnic
02.2021
NCEA Level 3 - University Entrance
01.2009
Diploma in Project Management - Project Management
TAFE Queensland
QLDSkills
- Training Development
- Project Management
- Interpersonal Skills
- Needs Analysis
- Training Facilitation
- Communication
- Problem Solving
- Time Management
- Risk Management
- Quality Management
- Resource Allocation
- Conflict Resolution
- System Administration
- Technical Support
- Customer Service
- Curriculum development
- Microsoft office Suite Proficiency
- Training evaluation
- Technology integration
- Online training
- Resource coordination
- Knowledge management
- Training video production
- Focus group management
- Training program design
- Virtual learning management
- Training methods
- Video instruction
- Task prioritization
- Communication strategies
- Workshop facilitation
References
- Jess Kirjan, Training Lead, Bolton Clarke
- Anita Strickland, Project Lead, Bolton Clarke
- Olive Rangi, IST Lead, Parliamentary Services
- Talita Orr, Team Lead, NZ Police
Contact details available upon request
Timeline
Training Advisor – Project Team
Bolton Clarke
04.2024 - Current
Step-up Team Leader
Parliamentary Services
01.2023 - 03.2024
Dispatch Coordinator
McCarthy Transport
04.2022 - 09.2022
Applications Trainer
Whanganui DHB
10.2021 - 04.2022
Laptop Support Lead
NZ Police
01.2021 - 10.2021
Escalation Specialist
Ministry of Business, Innovation and Employment
11.2019 - 07.2020
Service Department 2IC
Capital City Ford & Mazda
11.2016 - 08.2019
Team Leader
ANZ Direct
08.2015 - 10.2016
Training Specialist
ANZ Direct
06.2013 - 08.2015
Customer Service Representative
ANZ Direct
01.2011 - 06.2013
Case Manager
Ministry of Social Development
01.2010 - 01.2011
Level 4 Certificate - Information Systems
Whitireia Polytechnic
NCEA Level 3 - University Entrance
Diploma in Project Management - Project Management
TAFE Queensland
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