May Saio
Sydney
Summary
To align myself with a reputable company with an opportunity to utilize my customer focused and problem solving skills to provide great customer service.
Overview
11
11
years of professional experience
Work History
Business Solutions Consultant
O'BRIEN GLASS
01.2021 - Current
- Work autonomously in a small team environment managing email enquiries via a shared inbox
- Work with the leadership team to provide targeted feedback and coaching to build performance and reduce quality breaches
- Embody O’Brien Glass values of caring, driven, collaborative and genuine with every interaction whether it be internally or externally
- Responsible for solving customer complaints and escalations within 24-48 hours
- Contribute to and deliver to a quality framework that focuses on continuous improvement, celebrates success and removes barrier for business risk
- Identify key trends and opportunities for business and customer improvement through quality observations and branch feedback
- Assist with phone duties when required
- Receiving inbound calls/Making outbound calls
- Quality control – Assessing 50 calls per month in excel spreadsheet form.
- Investigating errors identified and ensure call centre KPI’s and targets are met
- Assist with creating an environment where people have the tools to be successful with site-based initiatives and activities that build performance and engagement – Positive reinforcement, celebration (milestones) and stock management.
- Streamlined internal processes for improved efficiency by conducting thorough business analyses.
Customer Solutions Consultant / Sales Specialist
O'BRIEN GLASS
04.2019 - 10.2021
- Answer all inbound and outbound enquiries in a timely fashion in line with KPI’s
- Work efficiently in a high volume fast paced call centre with a KPI driven environment
- Lodge insurance claims and processes and procedures are adhered to correctly
- Improved customer satisfaction by addressing concerns and providing tailored solutions.
- Developed expert product knowledge to effectively answer questions and recommend appropriate solutions.
- Maintained a high level of professionalism when interacting with customers, building long-lasting relationships.
- Proactively communicate clear and concise information on all repairs/replacements being booked for vehicles.
Early Childhood student teacher
Bizzy Kids Daycare
01.2017 - 01.2019
- Work closely with Early Childhood Teacher to assist students during lessons, identify hazards and managing classrooms of 10-20 children
- Greeted parents and kids warmly to build good and lasting relationships
- Resolving conflict and de-escalating issues between children
- Assisted in planning internal and external lessons and writing parent reports
- Worked closely with all onsite teachers to supervise and ensure the safety of all children placed in our care.
Stock take
Drake Agency (temp) work
01.2013 - 01.2013
- Proficient with procedures carried out to maintain the inventory of an organisation efficiently
- Experience in working with a team and handling responsibilities of a warehouse.
Data entry temp
Drake Agency (temp) work
01.2013 - 01.2013
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Review data for deficiencies, completeness and accuracy.
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Maintain an organised filling system
Education
Bachelor of Commerce – Double major, Accounting and Commercial Law -
THE UNIVERSITY OF AUCKLAND
01.2018
Seminary Graduate diploma -
The Church of Jesus Christ of Latter-day Saints
01.2013
NCEA level 1, Merit Endorsement: 2011 NCEA level 2, Merit Endorsement: 2012 NCEA level 3, Merit Endorsement: 2013 -
Auckland Girl’s Grammar School
01.2013
Skills
- Effective communication
- People focussed
- Customer focused
- Quality assurance
- Complaints resolution
- Continuous Improvement
- Microsoft Office
- PureCloud / CRM
- KPI’s and Targets
- Effective communication
- Process implementation
- Administration and ad-hoc tasks
- Conflict Resolution
- KPI Tracking
- Team Collaboration
References
- MELIAME TUILOMA, Workforce Planning Analyst, O’Brien Glass, 0422 893 437
- MICHELLE TETAMANU, Customer Service representative, MyCar, 0478 939 676
Timeline
Business Solutions Consultant
O'BRIEN GLASS
01.2021 - Current
Customer Solutions Consultant / Sales Specialist
O'BRIEN GLASS
04.2019 - 10.2021
Early Childhood student teacher
Bizzy Kids Daycare
01.2017 - 01.2019
Stock take
Drake Agency (temp) work
01.2013 - 01.2013
Data entry temp
Drake Agency (temp) work
01.2013 - 01.2013
Bachelor of Commerce – Double major, Accounting and Commercial Law -
THE UNIVERSITY OF AUCKLAND
Seminary Graduate diploma -
The Church of Jesus Christ of Latter-day Saints
NCEA level 1, Merit Endorsement: 2011 NCEA level 2, Merit Endorsement: 2012 NCEA level 3, Merit Endorsement: 2013 -
Auckland Girl’s Grammar School
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