- Road Trips
- Music
- Watching Movies and TV Shows
- Strategy Games
Wainga Toia
Emu Plains,NSW
Summary
Experienced customer service representative with a strong background in providing exceptional customer service and resolving problems effectively. Efficiently handles high call volumes while maintaining a friendly and approachable demeanour. Demonstrates expertise in effective communication and conflict resolution, ensuring positive interactions with customers.
Astute Call Centre professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
29
29
years of professional experience
Work History
Call Centre Representative
Brickworks Group
05.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
PROCESSING OFFICER
NZ Post Processing Centre
12.2022 - 04.2023
- Processing all incoming mail and freight to correct national destinations
- Ensure the integrity and quality of the products are scanned and documented for easier track and tracing
- Support team members and management to attain daily goals clearing all freight before the next shift runs
- Ensure general housekeeping is maintained, adhering to Health & Safety procedures
- Prioritized and organized workload based on risk and severity to meet deadlines.
- Supported fellow Processing Officers during periods of high workload or absences by stepping in to assist with their responsibilities.
- Achieved high levels of customer satisfaction due to timely resolutions of any issues encountered during the processing phase.
- Collaborated with team members to achieve shared objectives and meet tight deadlines.
- Provided excellent customer service by promptly addressing inquiries and resolving issues related to application processing.
CALL CENTRE CUSTOMER LIASON
Pathlab Waikato
10.2022 - 03.2023
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Enhanced customer satisfaction by swiftly addressing concerns and providing solutions to various issues.
- Collaborated closely with department heads to identify opportunities for process improvement initiatives.
- Improved interdepartmental collaboration with regular team building activities and open forums for discussion.
- Coordinated multiple projects simultaneously, ensuring timely completion and alignment with organizational objectives.
- Maintained up-to-date knowledge of industry trends, sharing insights with colleagues to drive continuous improvement efforts.
- Maintained a high degree of professionalism at all times, representing the organization with integrity in both internal and external interactions.
CALL CENTRE CUSTOMER SERVICE REP
Ministry of Social Development
01.2021 - 10.2022
- Providing accurate advice and assistance within MSD Operational Policy to ensure Full and Correct Entitlement for callers
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
PICKER/PACKER/SUPERVISOR
Te Mata Mushrooms Ltd
09.2017 - 10.2020
- Administrative duties including daily role calls, predictive production regarding mushroom growth availability and overseeing general cleaning of farm equipment (pertaining to disease prevention and maintenance)
- Prepared shipments for safe transportation by securely wrapping pallets and labelling packages according to company guidelines.
- Enhanced order accuracy by carefully picking and packing items per customer specifications.
- Maintained warehouse cleanliness and safety, conducting regular inspections to prevent hazards or accidents.
- Printed labels, packaged boxes, and loaded into outbound containers.
- Pulled orders quickly to maintain demanding productivity goals.
- Took on extra hours and shifts during busy periods to meet tight shipping deadlines.
KITCHEN HAND/CLEANER
Pipi Cafe
07.2017 - 09.2017
- Ensured cleanliness and sanitation by thoroughly washing dishes, utensils, and kitchen equipment.
- Supported chefs in food preparation tasks such as chopping ingredients, peeling vegetables, and marinating meats.
- Collaborated with other kitchen staff members to ensure smooth workflow during peak dining hours.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Managed time to juggle multiple tasks simultaneously with ease.
- Maintained a well-organized work area by consistently cleaning surfaces and organizing supplies.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
VINEYARD WORKER
Thornhill Contracting Ltd
06.2017 - 07.2017
- Provide reliability, punctuality and excellent work ethic for clientele
- Maintain consistent working methods according to company policies
- Pruning, tying and tidying of cane row
- Fulfil harvest targets efficiently and effectively
ORCHARD HAND
RG Toulmin
04.2017 - 06.2017
- Maintain targets picking fruit from trees within orchard
- Meeting size, ripeness, colour and quality requirements
- Follow instructions consistently and take initiative where necessary
- Consistently maintain safety awareness and manual handling procedures
CREW TRAINER
McDonald's
06.2012 - 03.2017
- Consistently ensuring quality food and exceptional customer service to all customers
- Providing quality items that meet company and customer high standards
- Keeping customers on the go through drive thru while maintaining a positive and bubbly attitude
- Constant communication with management and team members
- Keeping all areas presentable while maintaining customer focus
- Trained other employees in customer service, food safety, and performance requirements.
- Taught new team members correct procedures for all areas of operations.
- Studied crew members during work shift to provide feedback and guidance in improving performance.
- Set positive example for team members by providing high-quality, efficient service.
CREW
Carl's Jr.
07.2011 - 06.2012
- Consistently perform Company standards for delivering Customer Service with excellence
- Directly promote and demonstrate teamwork
- Operating efficiently all assigned equipment including the cash register or POS terminal
- Follow all policies and procedural guidelines implemented by the Management team
- Communicate to production area special requests or changes by customer
- Clean general dining area
- Re-stock condiments and dry products (cups, napkins, utensils) for customer and store use
CUSTOMER SERVICES OFFICER
Pacific Horizon Travel Homes
01.2003 - 12.2004
- Planning and preparing customer/client activities
- Monitoring and staff supporting staff in achieving goals and objectives
- Ensuring products exceeds customer satisfaction and expectations
- Taking initiative in busy and unpredictable situations
- Cash handling, staff training and orientation
- Identifying and managing hazards and risks in relation to a recreation activity and environment
CUSTOMER SERVICE/MERCHANDISER
Farmers Trading Limited
06.2000 - 12.2000
- Dedicated and committed to providing quality assured service
- Monitoring and supporting customer purchases
- Monitoring customer behaviour, staff training and inventory
- Ensuring products exceed customer satisfaction and expectations
- Signing up new customers on Farmers Accounts
- Recording all payments according to company policies
CAFE ASSISTANT
Espresso Café
02.2000 - 06.2000
- Food and beverage preparation
- Attending staff meetings
- Cash handling, staff training and orientation
- Supporting and assisting staff and customers
JUNIOR SALES
Kowhai Takeaway's
01.1996 - 12.1998
- Precise product knowledge
- Organizing and controlling work conditions and pressure
- Cash handling, housekeeping and maintaining professional work ethics
- Operating EFTPOS
Education
CALL CENTRE LEVEL 3 CERTIFICATE - CALL CENTRE
MINISTRY OF SOCIAL DEVELOPMENT
HAMILTON07-2021
Skills
- Problem-solving skills
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Communicating with clients
- Customer communications
- Complaint resolution
- Calm disposition
- Building rapport
- Customer service optimization
- Logging call information
- Training experience
Interests
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureWork-life balancePersonal development programsWork from home optionTeam Building / Company RetreatsFlexible work hoursTimeline
Call Centre Representative
Brickworks Group
05.2023 - Current
PROCESSING OFFICER
NZ Post Processing Centre
12.2022 - 04.2023
CALL CENTRE CUSTOMER LIASON
Pathlab Waikato
10.2022 - 03.2023
CALL CENTRE CUSTOMER SERVICE REP
Ministry of Social Development
01.2021 - 10.2022
PICKER/PACKER/SUPERVISOR
Te Mata Mushrooms Ltd
09.2017 - 10.2020
KITCHEN HAND/CLEANER
Pipi Cafe
07.2017 - 09.2017
VINEYARD WORKER
Thornhill Contracting Ltd
06.2017 - 07.2017
ORCHARD HAND
RG Toulmin
04.2017 - 06.2017
CREW TRAINER
McDonald's
06.2012 - 03.2017
CREW
Carl's Jr.
07.2011 - 06.2012
CUSTOMER SERVICES OFFICER
Pacific Horizon Travel Homes
01.2003 - 12.2004
CUSTOMER SERVICE/MERCHANDISER
Farmers Trading Limited
06.2000 - 12.2000
CAFE ASSISTANT
Espresso Café
02.2000 - 06.2000
JUNIOR SALES
Kowhai Takeaway's
01.1996 - 12.1998
CALL CENTRE LEVEL 3 CERTIFICATE - CALL CENTRE
MINISTRY OF SOCIAL DEVELOPMENT
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