Julia Mikaele
Customer Service Manager
Auckland
Summary
Enhance team performance and maximize customer satisfaction by strategically managing calls and implementing process improvements. Successful at training and mentoring employees to promote culture of collaboration and continuous improvement. I lead with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
You are also reviewing the CV of a resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level SAP knowledge and strong collaborative skills leading to optimum outcomes.
Overview
1
1
Language
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Customer Service Manager
Usg Boral Plasterboard
Auckland
01.2018 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Followed through with client requests to resolve problems.
- Assisted organization with transitioning from paper invoicing to SAP and point-of-sale systems, which resulted in overall efficiency.
- Managed department call volume of 25-30 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Identified and suggested remedies for areas of improvement based on detailed daily reports and analysis.
- Matched purchase orders with invoices and recorded necessary information.
- Kept detailed track of all available field personnel and all in-progress and completed calls.
- Monitored flow of paperwork and directed information to appropriate departments.
- Successfully maintain clean, valid driver's license and access to reliable transportation.
- Improved operations through consistent hard work and dedication.
- Served as mediator when appropriate to settle conflicts and discrepancies between field personnel and management.
Senior Account Manager
Contract Warehousing & Logistics Ltd
08.2016 - 11.2017
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions
- Researched emerging industry trends, new applications, concepts and procedures for clients to update current training curriculum
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints
- Worked with customers to develop strategic business and account plans
- Mentored junior account management professionals to develop skills and increase company revenue
- Developed deep knowledge of customer businesses and relationship to company objectives
- Read and prioritized leads and delegated potential new sales to junior account managers
Independent Agent
Technology You Can Trust Ltd
02.2015 - 07.2016
- Face to face customer service.
- Resolved problems and provided exceptional service
- Offered friendly and efficient service to all customers, handled challenging situations with ease
- Maintained energy and enthusiasm in fast-paced environment
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Worked flexible hours; night, weekend, and holiday shifts
Customer Service
Auckland
12.2015 - 04.2016
- Order Processing/Releasing.
- Stocktake Control.
- Receipting FCL/LCL containers.
- Answering queries via email/phone.
- Track & Trace orders.
- Key processing pick slips Technology u can trust Ltd, Authorised Independent Agent., Filling stock.
- Stocktake.
- Replacing bulk food with new stock.
- Cleaning/Hygiene.
- Replacements.
Quality Control Technician
Mr Chips
East Tamaki, Auckland
02.2015 - 10.2015
- Quality Control on Raw Material.
- Quality Control on Finished Product.
- Quality Assurance Programmes.
- Rotating 12 hour shifts.
- Capturing critical data.
Customer Service Team Member
KFC
Manukau City
01.2011 - 01.2015
- This was my first part-time job where i discovered my ability to work hard and overcome many challenges. The role helped develop my sales and customer service skills.
- My job was primarily customer-focused, but also involved cooking, inventory and stock take.
- Cash handling skills.
- Developing excellent customer service skills.
- Becoming proficient at stock management.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
- Trained new personnel regarding company operations, policies and services
- Cross-trained and backed up other customer service managers
Life Insurance Agent
American
Penrose
03.2012 - 06.2012
- Customize insurance programs to suit individual customers, often covering variety of risks.
- Calculate premiums and establish payment method.
- Call on policyholders to deliver and explain policy, to analyze insurance program and suggest additions or changes, or to change beneficiaries.
- Confer with clients to obtain and provide information when claims are made on policies.
- Contact underwriter and submit forms to obtain binder coverage.
- Identified and solicited sales prospects in agency databases
- Met and exceeded revenue goals by 19% through generating new leads and identifying new clients
- Utilized targeted marketing efforts to increase revenue, including email campaigns and cold calling
- Attended continuing education courses and workshops to gain additional insurance industry knowledge
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
Education
Bachelor of Sport and Recreation -
Auckland University of Technology
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01.2006 - 01.2010
Skills
Order Processing
Additional Information
- Sporting Achievements: , Best All Rounder in Volleyball, Basketball, Touch 2007/2010 Most Improved Player in Volleyball, Basketball, Soccer 2007/2009/2010 Junior Sportswoman of the Year 2007 Captain of Basketball, Touch and Soccer 2008 - 2010 Most Improved Player in Volleyball, Basketball 2010 Best All Rounder in Soccer 2010 Senior Sportswoman of the Year 2010 Singapore Youth Olympics Torch Bearer 2010 Achievements to date National Certificate in Hospitality (Quick service Restaurants) (Level 2) 2011 National Certificate in Hospitality (Quick service Restaurants) (Level 3) 2011 Occupational Health and Safety (Level 2) 2011 Health Studies First Aid Achievement (Level 1, 2, 3) 2012
Timeline
Customer Service Manager
Usg Boral Plasterboard
01.2018 - Current
Senior Account Manager
Contract Warehousing & Logistics Ltd
08.2016 - 11.2017
Customer Service
12.2015 - 04.2016
Independent Agent
Technology You Can Trust Ltd
02.2015 - 07.2016
Quality Control Technician
Mr Chips
02.2015 - 10.2015
Life Insurance Agent
American
03.2012 - 06.2012
Customer Service Team Member
KFC
01.2011 - 01.2015
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01.2006 - 01.2010
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Bachelor of Sport and Recreation -
Auckland University of Technology
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