June Tarei
Glenhome Rotorua,New Zealand (+64)
Summary
Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
25
25
years of professional experience
Work History
Call Centre Supervisor
Te Arawa Lakes Trust Waea Mai Call Centre
2022.03 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Maintained up-to-date knowledge of products and services offered to customers.
Call Centre Advisor
Te Arawa Lakes Trust Waea Mai Call Centre
2021.08 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Housekeeping Supervisor
Princess Gate Hotel Rotorua
2009.09 - 2021.08
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Communicated repair needs to maintenance staff.
- Managed laundry sorting, washing, drying, and ironing.
- Developed and implemented detailed housekeeping standards to promote cleanliness standards for guest rooms and common areas.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Restocked room supplies such as facial tissues for personal touch with every job.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Increased employee performance through effective supervision and training.
- Completed schedules, shift reports, and other business documentation.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Investigated guest complaints and resolved issues to increase customer satisfaction and establish trust.
- Evaluated employee performance and developed improvement plans.
- Adhered to safety protocols by enforcing proper equipment usage.
- Supervised team of housekeeping and janitorial workers to meet highest quality of cleanliness and safety standards.
- Trained and mentored new staff on cleaning and safety protocols.
- Scheduled and prioritized tasks to staff, overseeing work completion.
- Implemented daily, weekly and monthly cleaning routines for staff to follow.
- Addressed customer feedback and complaints to maximize satisfaction.
- Selected most suitable cleaning materials for different types of linens, furniture, flooring and surfaces.
- Established and enforced safety protocols and guidelines for staff.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Collaborated with management to develop long-term strategies for housekeeping and janitorial department.
- Monitored staff performance and provided feedback to drive productivity.
Checkout Supervisor
Rotorua Pak N Save
2003.03 - 2009.05
- Supervised multi-cultural teams of [Number] members, enforcing compliance with operational policies and procedures.
- Supported production line, reporting need for additional staff and resources.
- Checked workers and recorded performance for presentation to shift leaders.
- Assisted in recruitment and training of key talents to address department needs.
- Collaborated with managers and human resources in building talented teams dedicated to customer satisfaction.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Built positive relationships with customers to increase repeat business.
- Monitored areas for security issues and safety hazards.
- Quickly and accurately counted drawers at start and end of each shift.
- Created employee schedules to align coverage with forecasted demands.
Checkout Supervisor
Gilmours Rotorua
1999.02 - 2003.04
- Supervised multi-cultural teams of [Number] members, enforcing compliance with operational policies and procedures.
- Supported production line, reporting need for additional staff and resources.
- Checked workers and recorded performance for presentation to shift leaders.
- Assisted in recruitment and training of key talents to address department needs.
- Managed theft prevention with focus on minimizing product losses to under [Number]%.
- Collaborated with managers and human resources in building talented teams dedicated to customer satisfaction.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Resolved customer complaints quickly to maintain customer satisfaction.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Built positive relationships with customers to increase repeat business.
- Monitored areas for security issues and safety hazards.
Education
No Degree -
Rotorua Girls High School
Rotorua Girls High03.1984
Skills
- Organization and Time Management
- Decision-Making
- Friendly, Positive Attitude
- Cultural Awareness
- Multitasking Abilities
- Conflict Resolution
- Good Telephone Etiquette
- Problem-Solving
- Multitasking
Timeline
Call Centre Supervisor
Te Arawa Lakes Trust Waea Mai Call Centre
2022.03 - Current
Call Centre Advisor
Te Arawa Lakes Trust Waea Mai Call Centre
2021.08 - Current
Housekeeping Supervisor
Princess Gate Hotel Rotorua
2009.09 - 2021.08
Checkout Supervisor
Rotorua Pak N Save
2003.03 - 2009.05
Checkout Supervisor
Gilmours Rotorua
1999.02 - 2003.04
No Degree -
Rotorua Girls High School
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