Mikaere (Mik) Tepania

• Diploma of Information Technology (Advanced Networking & Cloud Engineering)

I was fortunate in securing full-time employment with Cover-More Insurance Australia in the Brisbane office.

• Exceptional customer service with consistently high KPI results
• Excellent phone manner
• Excellent listening skills
• Call log/note taking
• Email enquiries and admin tasks (mail distribution, data entry, using Microsoft Office applications)
• Outbound and inbound calls
• Customer resolution

During the unprecedented time of COVID and a full lock down I was fortunate that Sporstbet was recruiting new staff. I acted quickly and was invited to an interview via Zoom. Successfully securing a casual position. This then led to an offer of permanent full-time employment.

• Exceptional customer service
• Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
• Maintained detailed records of customer interactions, transactions, comments, and complaints.
• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Adhered to company policies and procedures when handling customer inquiries or complaints.
• Participated in regular training sessions to stay abreast of new products and services.
• Addressed incoming customer inquiries and offered productive solutions, increasing customer satisfaction ratings.
• Answered customer calls, emails, and live chat inquiries promptly and courteously.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Escalated customer concerns, issues and requirements to supervisors for immediate rectification.

• Answered customer inquiries and provided accurate information regarding products and services.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered inbound calls, chats and emails to facilitate customer service.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Educated customers on special pricing opportunities and company offerings.
• Upheld quality control policies and procedures to increase customer satisfaction.
• Improved customer service wait times to mitigate complaints.
• Exceeded established service goals while leveraging customer service, sales and employee management best practices.

I made the decision to immigrate from New Zealand to Australia and was fortunate to secure work with my cousins in their business. Understanding the physical requirements of the work it provided a challenge for me to do something completely different from what I had experience in to date. I was grateful for the opportunity and for the new skills gained. As a gas service layer I was to dig holes around gas meters, making new steel upstands (connects new gas pipe to the meter), fuse pipes to the upstands, backfill holes, and ensure that they were left in good order once the work had been completed.

• Ensured compliance with safety regulations when performing procedures
• Observed safe work rules and utilized fall protection and PPE.
• Electrical spotting
• Traffic management
• Safe asbestos handling
• First aid
• Fire safety

• Cover-More (NZ) Ltd, Customer Service Rep, Sep2016-Nov2017
• Warehouse Stationery Ltd, Retail Service & Stockroom Jan2015-Jun2016
• AUT North Shore Campus, Full-time Student, Mar2014-May2015
• The Warehouse Group, Customer Service Rep, Apr2013-Mar2014
• The Warehouse Group, Night Fill Supervisor, Aug2012-Apr2013
• Royal NZ Defence Force, Recruit, Feb2012-May2012