Katrine Heke
Allawah,Australia
Summary
Dedicated and knowledgeable individual with vast experience providing exceptional customer service. Possesses strong problem-solving skills and the ability to multitask in a fast-paced environment. Customer-focused professional with proven track record of exceeding customer expectations with providing exceptional service. Highly motivated professional that operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs.
Seasoned Car Rental Manager with comprehensive background in managing rental operations. Possess strong skills in fleet management, customer service and sales strategies. Demonstrated ability to streamline processes for improved efficiency and profitability. Proven track record of implementing marketing plans that boost brand visibility and increase bookings.
Overview
29
29
years of professional experience
1997
1997
years of post-secondary education
1
1
Certification
Work History
Senior Concierge
Everythingfleet pty ltd
Sydney
06.2024 - 06.2025
- Coordinated guest services and reservations for high-profile clients.
- Managed concierge team to ensure seamless service delivery.
- Developed relationships with local businesses for exclusive offers and rules
- Maintained comprehensive knowledge of rentals and services.
- Trained new staff on company standards and service expectations.
- Monitored daily arrivals and departures of guests from the Concierge desk area.
- Resolved guest complaints promptly and professionally.
- Organized and managed the concierge desk operations, including scheduling of staff and assigning tasks.
- Participated in training sessions for new employees as well as ongoing professional development programs.
- Prepared weekly reports on occupancy rate, car availability and any other relevant data.
- Assisted customers with vehicle selection and rental agreements.
- Managed vehicle inventory and ensured proper maintenance scheduling.
- Processed rental transactions using point-of-sale systems efficiently.
- Resolved customer inquiries and complaints with professionalism and care.
- Conducted vehicle inspections to ensure safety and cleanliness standards.
- Collaborated with team members to streamline rental processes effectively.
- Trained new employees on company policies and customer service practices.
- Explained the terms of rental agreements to customers.
- Provided detailed information on rental policies and procedures to clients.
Achieved a 100% Customer Satisfaction (CSAT) score by implementing a new follow-up system and understandung customer needs and complaints
Resolved complex service escalations and technical billing issues using car rental tools efficiently, maintaining a professional rapport and retaining high-value clients.
Mentored and trained a team of 4 staff members on best practices for customer engagement and efficient conflict resolution.
Car Rental Agent
Bargain car rentals
Sydney
02.2024 - 06.2024
- Assisted customers with vehicle selection and rental agreements.
- Processed reservations using industry-standard rental software systems.
- Explained rental policies and procedures to customers clearly.
- Coordinated vehicle returns and managed fleet availability efficiently.
- Resolved customer inquiries and issues with professionalism and care.
- Maintained accurate records of transactions and inventory management procedures.
- Explained the terms of rental agreements to customers.
- Inspected vehicles for damage prior to rental and upon return.
- Upsold additional services such as insurance coverage or fuel plans.
- Verified driver's license information and inspected rental documents for accuracy.
- Resolved customer complaints in a timely manner.
- Greeted customers, answered their questions and provided information about car rental services.
- Organized paperwork related to rentals, returns and repairs.
- Processed customer reservations and payments.
- Ensured that all safety regulations were followed when handling vehicles.
- Performed basic maintenance such as checking tire pressure, fluid levels.
- Collected payment by processing credit card transactions.
- Processed exchange requests in computer system.
- Prepared and submitted reports to supervisor.
- Employed sales techniques to boost sales and services.
- Coordinated shuttle services by communicating with drivers.
Senior Customer Service Executive
Australian truck rentals
Arncliffe, NSW
04.2018 - 02.2024
- Operational Leadership: Directed all aspects of branch operations, managing a fleet over 100 vehicles and ensuring peak mechanical and aesthetic standards through rigorous maintenance scheduling.
- Revenue Growth: Spearheaded local marketing initiatives and sales strategies that increased booking volume by 40% and expanded brand visibility within the downtown region.
- Process Optimization: Streamlined the rental agreement and vehicle inspection workflow, reducing customer processing time by 70% while improving data accuracy in the CRM.
- Service Excellence: Resolved high-level customer escalations and billing disputes with a focus on retention, maintaining a personal customer satisfaction rating of 90%.
- Team Development: Managed and mentored a team of 6 associates, fostering a fast-paced, high-performance environment dedicated to exceeding monthly KPIs.
- Developed strong working relationships with customers to ensure satisfaction with products and services.
- Trained new staff on company policies, procedures, and best practices related to customer service.
- Documented all customer interactions accurately in order to provide an audit trail when needed.
- Coordinated team efforts to maximize productivity and meet goals for customer service excellence.
- Developed comprehensive training materials for new hires on proper telephone etiquette.
- Managed escalated situations by communicating effectively with customers to reach satisfactory resolutions.
- Maintained updated knowledge of product features, pricing plans, and promotions.
- Analyzed data trends associated with customer inquiries and identified areas for improvement.
- Encouraged continuous improvement initiatives throughout the organization by offering suggestions based on insights gained through interactions with customers.
- Demonstrated expertise in utilizing multiple computer applications including CRM systems.
- Assisted in developing processes that increased efficiency while improving the quality of customer interactions.
- Identified opportunities for streamlining processes leading to improved customer experience.
- Ensured compliance with relevant laws and regulations regarding customer service operations.
- Monitored performance metrics such as wait times, resolution rates, and abandonment rates.
- Provided exemplary customer service and support to clients, resolving inquiries in a timely manner.
- Reviewed incoming calls from customers ensuring they were handled professionally according to protocols.
- Recommended improvements in products, services or billing methods to prevent future problems.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Made appropriate account corrections to resolve customer problems.
- Conferred with customers by telephone or in-person to provide product or service information.
- Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
- Followed up promptly on all unresolved cases from previous shifts.
- Referred unresolved customer grievances to designated departments for further investigation.
- Assisted customers in navigating through various web pages on the company's website during their purchase process.
- Obtained and examined relevant information to assess validity of complaints and determine possible causes.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
- Managed customer inquiries through phone and email channels effectively.
- Assisted team members in resolving complex customer service issues promptly.
- Coordinated rental agreements and ensured compliance with company policies.
- Trained new staff on customer service protocols and company systems.
- Implemented strategies to enhance customer satisfaction and retention efforts.
- Trained new employees on company customer service policies and service level standards.
- Answered customers' questions and addressed complaints in-person or by phone to immediately rectify issues.
- Maintained up-to-date knowledge of company products and services.
- Directed inbound calls in phone queues to improve call flow.
- Worked with customer service staff to enhance their experience and knowledge for work progression and performance.
Customer Service Representative
Redsport car rentals
Mascot, NSW
10.2017 - 04.2018
- Management and training of Canberra location.
- Face to face contact with customers.
- Invoicing.
- Emailing.
- Daily intake revenue analysis.
- Phone queries.
- Day to day basic administration tasks.
- Car organizing.
- Cleaning cars.
- Fleet management.
- Maintained a high level of professionalism when dealing with difficult customers.
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Resolved customer complaints promptly and efficiently.
- Developed strong customer relationships and loyalty through effective communication.
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
- Developed positive relationships with customers through friendly interactions.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Addressed customers courteously using suitable methods and problem-solving skills.
- Displayed strong organizational skills while managing multiple projects simultaneously.
- Performed data entry tasks accurately and in a timely manner.
- Utilized problem-solving techniques to identify solutions for complex customer inquiries.
- Assisted with training and mentoring new team members.
- Processed orders, returns, and exchanges in an accurate and efficient manner.
- Adhered to company policies and procedures while providing superior service.
- Assisted customers with product selection by providing detailed information about available products and services.
- Maintained an updated knowledge base of current products, services, pricing, promotions.
- Met daily customer service quotas with a focus on quality.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Participated in team meetings to discuss new ideas for improving the overall quality of customer service provided.
- Updated and maintained database with accurate customer information and timely data entry.
- Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts.
- Logged details of customer service calls in computer system following correct protocols.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Created detailed reports outlining customer feedback trends over time.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Car detailing for trucks and managing detailers accordingly.
- Strong analytical think and focus on daily work operations.
- Assisted customers with vehicle selection and rental processes.
- Handled customer inquiries through phone and in-person interactions.
- Processed rental agreements and verified customer identification.
- Managed vehicle returns and performed quality inspections.
- Resolved customer complaints effectively to ensure satisfaction.
Customer Service Manager
Hertz corporate
Mascot, NSW
03.2016 - 10.2017
- Managed inbound calls from customers; addressed inquiries, complaints, and other requests for assistance.
- Assisted customers with resolving service-related issues.
- Developed and maintained effective relationships with customers, staff, and vendors.
- Utilized problem solving techniques to quickly resolve escalated issues from customers.
- Interacted with customers to quickly handle escalated queries and complaints.
- Coached and provided feedback to staff to improve performance and achieve company objectives.
- Managed customer service staff by communicating expectations and monitoring and analyzing results.
- Maintained customer satisfaction by gathering actionable insights and offering solutions.
- Recruited and trained employees, fostering customer service mission and objectives.
- Lead team of customer service representatives to ensure quality standards are met.
- Followed up with customers to drive satisfaction and gain service feedback.
- Reviewed incoming emails from customers; responded promptly with accurate information.
- Provided ongoing support for existing customers by answering questions or addressing concerns in a timely manner.
- Conducted regular performance reviews and provided coaching and feedback to staff members.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Worked cross-functionally with sales staff to rectify customer service issues or address specific requests.
- Analyzed customer feedback data to identify trends and areas of improvement in the customer service department.
- Analyzed customer feedback and identified areas of improvement.
- Identified opportunities for improving customer satisfaction ratings through continuous process optimization.
- Prepared and maintained work schedules to meet business volume and minimize customer inconvenience.
- Monitored daily operations of the customer service department including call volume metrics and quality assurance scores.
Reservation service officer
Ace car rentals
Mascot
01.2015 - 03.2016
- Assisted customers with inquiries and resolved service-related issues promptly.
- Processed transactions accurately and maintained detailed records of customer interactions.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Trained new staff on service protocols and company policies effectively.
- Assisted customers with vehicle selection and rental agreements.
- Explained rental policies and procedures to customers clearly.
- Conducted vehicle inspections for cleanliness and safety compliance.
- Coordinated vehicle returns and managed fleet availability efficiently.
- Resolved customer inquiries and issues with professionalism and care.
- Explained the terms of rental agreements to customers.
- Assisted customers in selecting appropriate car models based on their needs.
- Upsold additional services such as insurance coverage or fuel plans.
- Verified driver's license information and inspected rental documents for accuracy.
- Greeted customers, answered their questions and provided information about car rental services.
- Organized paperwork related to rentals, returns and repairs.
- Reported any suspicious activities or incidents observed on the premises.
- Responded promptly to customer inquiries via phone or email.
- Provided directions and assistance with loading luggage into cars.
- Collected payment by processing credit card transactions.
- Explained policies and reviewed documentation to obtain signatures.
- Contacted customers and billing parties about overdue rentals and requested expected date of return.
- Prepared and submitted reports to supervisor.
- Processed exchange requests in computer system.
- Coordinated shuttle services by communicating with drivers.
- Signed for delivered items, unpacked boxes, posted received products into inventory and restocked items properly.
Customer Service Office Staff Member
Atlas car rentals
Mascot, NSW
03.2013 - 04.2015
- Utilized organizational skills to prioritize tasks, manage time effectively, and complete work in a timely manner.
- Collaborated with team members to ensure the highest quality of service was provided to all customers.
- Performed administrative duties such as filing, copying, scanning documents, faxing as needed.
- Demonstrated ability to multi-task while maintaining accuracy in data entry and record keeping.
- Developed strong relationships with customers through effective communication and problem solving skills.
- Handled incoming calls from customers regarding product and service inquiries or complaints in a courteous manner.
- Created detailed documentation of each transaction including notes about any special requests or instructions from the customer.
- Adhered strictly to confidentiality guidelines when dealing with sensitive information regarding customers.
- Maintained updated knowledge of products and services offered by the company in order to better assist customers.
- Maintained a high level of professionalism when interacting with customers and colleagues alike.
- Implemented strategies to improve customer satisfaction ratings by addressing customer concerns quickly and accurately.
- Assisted co-workers with various tasks related to customer service activities when needed.
- Conducted training sessions for new employees on proper techniques for handling difficult customer interactions.
- Ensured compliance with company policies and procedures while providing exceptional customer service.
- Utilized problem-solving skills to resolve complex customer issues quickly and effectively.
- Built strong relationships with customers through active listening and empathy.
- Maintained up-to-date knowledge of company products and services to answer customer questions promptly.
- Assisted customers with product information, pricing, availability, order status updates, and returns and exchanges.
- Managed high call volumes by utilizing time management techniques to meet daily goals.
- Collaborated with other departments to ensure that customers receive timely responses to their inquiries.
- Created detailed reports on customer feedback to identify areas of improvement.
- Processed incoming orders accurately while ensuring all data is captured correctly into the system.
- Provided support during peak times when additional assistance was needed on the phone lines or emails.
- Organized and maintained customer records using database software.
- Monitored emails daily for incoming requests from customers or potential clients.
- Performed administrative tasks such as filing documents, scheduling appointments, and managing calendars.
- Implemented strategies for streamlining workflow processes based on customer feedback analysis results.
- Handled confidential customer information securely according to company policies.
- Analyzed customer feedback data regularly for trends in order to improve processes.
- Ensured compliance with applicable laws and regulations related to customer service operations.
- Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Provided exceptional customer service to clients in fast-paced call center environment.
- Built sustainable relationships and trust with customer accounts using open and interactive communication.
- Contacted carrier representatives to make arrangements or issue instructions for shipping and delivery of materials.
Customer Care Representative
Citymove
Marrickville, NSW
11.2012 - 08.2013
- Provided excellent customer service, resolving inquiries and complaints in a timely manner.
- Demonstrated strong communication skills to interact with customers via phone, email and online chat.
- Managed workload effectively by prioritizing tasks according to urgency or importance.
- Processed customer orders accurately and efficiently.
- Maintained up-to-date knowledge of product information and services offered.
- Utilized problem solving techniques to identify solutions for customer issues.
- Resolved customer service or billing complaints by exchanging merchandise, refunding money, or adjusting bills.
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching.
- Built customer loyalty by placing follow-up calls for customers reporting concerns or complaints.
- Provided external and internal customers with requested information.
- Used computerized systems for tracking, information gathering, and troubleshooting.
- Maintained confidentiality of customer records at all times in accordance with company policies.
- Performed administrative tasks such as preparing documents, entering data into the system.
- Assisted customers in navigating webpages, locating products or services, or completing transactions.
- Developed positive relationships with customers by providing accurate information and responding promptly to requests.
- Gathered and verified all required customer information for tracking purposes.
- Facilitated superior customer experience by addressing customer concerns and immediately resolving problems.
- Collaborated with other departments to resolve escalated cases efficiently.
- Tracked progress of cases using internal software programs and databases.
- Compiled detailed reports on customer feedback, trends, and suggestions for improvement.
- Analyzed data from customer feedback surveys to develop strategies for improved service delivery.
- Attended training sessions regularly to stay abreast of changes in processes or regulations.
- Processed orders accurately while adhering to set deadlines.
- Ensured adherence to quality standards in all interactions with customers.
- Provided guidance on account management, payment processing, order tracking, return policy.
- Investigated complex customer inquiries utilizing multiple resources for resolution.
- Performed detailed analysis of customer data to identify trends and opportunities.
- Documented customer interactions accurately in the company database.
- Handled escalated issues by coordinating with relevant departments for resolutions.
- Answered customer inquiries over the phone and via email.
- Resolved customer complaints promptly and professionally.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Provided accurate, valid, and complete information to customers.
Administration Assistant
Think eco
Roseberry, NSW
07.2011 - 11.2012
- Performed general clerical duties such as photocopying, faxing, mailing and scanning documents.
- Handled phone calls in a professional manner and responded to customer inquiries promptly.
- Created spreadsheets and maintained databases utilizing Microsoft Excel.
- Helped managers in other departments with projects as needed.
- Processed invoices accurately in accordance with company policy and procedures.
- Composed emails, letters and other correspondence on behalf of senior management team.
- Built and maintained relationships with vendors and other external contacts.
- Served as primary point of contact for facilitating operational and administrative inquiries.
- Managed office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders; verifying receipt of supplies.
- Greeted visitors warmly and professionally upon arrival at the office premises.
- Organized office operations and procedures, such as filing systems, data entry, mail distribution and bookkeeping.
- Assisted with staffing, including finding staff when employees called out on short notice.
- Proofread documents for accuracy before submission to supervisor or client.
- Provided assistance with special projects as assigned by management team.
- Utilized strong organizational skills to prioritize tasks efficiently while meeting deadlines.
- Handled highly sensitive, proprietary business information with discretion.
- Developed effective filing systems to ensure quick retrieval of information when required.
- Provided administrative support to executive staff, including scheduling meetings and managing calendars.
- Compiled and entered data into various databases to ensure accuracy and completeness.
- Assisted with the preparation of presentations for internal and external clients.
- Acted as liaison between departments within organization to facilitate communication flow.
- Sorted incoming mail into appropriate categories for further processing.
- Greeted visitors and directed or escorted them to the appropriate department.
- Maintained files and filing, keeping sensitive information confidential.
- Maintained database of client contact information with accuracy and attention to detail.
- Provided administrative support to management staff, including scheduling meetings and appointments, preparing agendas, taking minutes, and maintaining records.
- Developed and maintained filing systems for confidential documents and records.
- Maintained office inventory by assisting with supply orders.
- Prepared documents for meetings including agendas, handouts and other materials.
- Created spreadsheets using advanced formulas and functions to analyze large datasets.
- Used Microsoft Office Suite to create and revise documents and presentations.
- Scheduled conference calls between internal teams and external vendors or customers.
- Screened incoming telephone calls, routing to appropriate personnel.
- Implemented efficient office procedures to enhance daily operations.
- Provided customer service by addressing inquiries and resolving issues promptly.
- Maintained inventory of office supplies and facilitated restocking as needed.
- Answered incoming calls in a professional manner.
- Organized and maintained files, including electronic records.
- Prepared invoices, expense reports, memos, letters, and other documents using Microsoft Office Suite applications.
Telemarketer manager
Filter queen
Silverwater, NSW
05.2011 - 07.2011
- Worked with coworkers to complete tasks.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Responded quickly to meet customer needs and resolve problems.
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Focused on learning new skills and staying updated with industry changes.
- Participated in ongoing training to enhance own job skills and knowledge.
- Provided efficient and courteous service to customers at all times.
- Met deadlines while maintaining high-quality deliverables.
- Managed and coordinated multiple projects while ensuring timely completion.
- Identified ways to improve efficiency in operations and implemented process changes.
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Troubleshot minor problems and reported larger technical issues.
Office Manager
Gb technology pty ltd
Auckland, City
01.2004 - 03.2011
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment and managing calendars.
- Responded to customer inquiries via phone or email in a professional manner.
- Maintained confidential records relating to personnel matters.
- Resolved customer inquiries and complaints with timeliness and professionalism.
- Created and maintained filing systems to ensure accurate record keeping.
- Utilized excellent organizational skills to prioritize tasks effectively.
- Delivered quality customer service to staff and customers.
- Purchased office supplies and equipment to replenish inventory.
- Assisted in recruiting, onboarding and training new employees.
- Trained and onboarded new office staff members.
- Coordinated meetings, appointments, and travel arrangements for executive team.
- Oversaw office supply procurement and maintained inventory for efficient operations.
- Developed and implemented administrative procedures to enhance workflow efficiency.
- Supervised administrative staff and provided training on office protocols.
- Ensured compliance with company policies and regulatory requirements in all operations.
- Assisted in budgeting processes and tracked expenses for departmental needs.
- Facilitated onboarding processes for new employees, ensuring a smooth transition.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
Gb technology
Telemarketer manager
Auckland, Nzd
01.2001 - 01.2004
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted outbound calls to engage prospective customers effectively.
- Utilized customer relationship management software to track interactions accurately.
- Scheduled follow-up calls to maintain communication with potential clients.
- Participated in training sessions to enhance telemarketing techniques regularly.
- Assisted in refining scripts to improve call quality and engagement rates.
- Provided product information, answered questions, and offered solutions to customer inquiries.
- Handled inbound telephone calls from interested customers.
- Maintained and recorded customer information in database.
- Initiated outbound calls to prospective clients using scripts.
- Maintained up-to-date knowledge of company products and services.
- Consistently met daily, weekly, monthly call quotas set forth by management team.
- Collaberated daily with sales manager to close sales.
Retail Assistant
The warehouse
Tokoroa, Nzd
01.1996 - 01.1998
- Assisted customers with product selection and inquiries effectively.
- Maintained clean and organized sales floor for optimal shopping experience.
- Managed inventory levels through regular stock checks and restocking efforts.
- Collaborated with team members to ensure efficient store operations.
- Executed promotional displays to enhance product visibility and sales.
- Provided exceptional customer service to resolve complaints and concerns promptly.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Processed payments using cash register, credit card machine and POS system.
- Ensured cleanliness of the retail area including dusting surfaces, vacuuming floors and cleaning windows.
- Operated cash registers efficiently during peak hours of business.
- Restocked and organized shelves during slow periods to maintain store appearance.
- Arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
- Kept up-to-date knowledge of all products available in the store.
- Followed company policies regarding returns, exchanges, refunds and other transactions.
- Organized storeroom items neatly on shelves according to size, color or type of item.
- Assisted in setting up promotional displays, signage and window displays.
Education
National Cert In Retail - Retail Cert 2
Auckland Polytech
06.1996 - 01.1997
Master of Science - Business Adminstrations
Polytecnic Institution of Waikato
Tokoroa, Nzl 03.1995 - 12.1996
Clerical Administration
Auckland, NzlSome College (No Degree) -
Kaitaia college
Kaitaia 01.1993 -
Skills
- Customer Information Databases
- Operational Efficiency
- Strong Telephone Etiquette
- Client Correspondence
- Data Transmissions
- Livechat Messaging
- Order and Refund Processing
- Invoice Preparation and Processing
- Administrative and Office Support
- Process Transactions
- Issue and Complaint Resolution
- Sales and Upselling
- Trained in Salesforce and most rental CRM
- Reservations coordination
- Conflict resolution
- Effective communication
- Process optimization
- Staff training
- Quality assurance
- Strong interpersonal skills
- Reliability and punctuality
- Discretion and confidentiality
- Advanced problem solving
- Superior organization
- Motivational skills
- Customer service expertise
- Advanced time management
- Cultural awareness
- Front desk support
- Strong work ethic
- Multitasking and organization
- Administrative support
- Efficient resourcefulness
- Verbal and written communication
- Management interaction
- Effective decision making
Certification
HR licence
References
References available upon request
Timeline
Senior Concierge
Everythingfleet pty ltd
06.2024 - 06.2025
Car Rental Agent
Bargain car rentals
02.2024 - 06.2024
Senior Customer Service Executive
Australian truck rentals
04.2018 - 02.2024
Customer Service Representative
Redsport car rentals
10.2017 - 04.2018
Customer Service Manager
Hertz corporate
03.2016 - 10.2017
Reservation service officer
Ace car rentals
01.2015 - 03.2016
Customer Service Office Staff Member
Atlas car rentals
03.2013 - 04.2015
Customer Care Representative
Citymove
11.2012 - 08.2013
Administration Assistant
Think eco
07.2011 - 11.2012
Telemarketer manager
Filter queen
05.2011 - 07.2011
Office Manager
Gb technology pty ltd
01.2004 - 03.2011
Gb technology
Telemarketer manager
01.2001 - 01.2004
National Cert In Retail - Retail Cert 2
Auckland Polytech
06.1996 - 01.1997
Retail Assistant
The warehouse
01.1996 - 01.1998
Master of Science - Business Adminstrations
Polytecnic Institution of Waikato
03.1995 - 12.1996
Some College (No Degree) -
Kaitaia college
01.1993 -
Clerical Administration