HINA PATEL
Auckland,New Zealand
Summary
Managed administration operations and coordinated customer resolution across customer care, healthcare, retail, insurance, and financial services for more than 20 years.
Overview
24
24
years of professional experience
Work History
Claims Coordinator - Contract
Tower Insurance
01.2022
- Reviewed and processed insurance claims, verified information for accuracy and completeness, and processed claim payments.
- Maintained accurate records, followed established procedures and timeframes, and communicated with customers and internal teams.
Sales Consultant
Travelex
01.2010
- Processed foreign currency and cash transactions accurately while providing clear product information and professional customer service.
Customer Care - Retention & Resolution
Woolworths New Zealand
08.2022 - Current
- Manage customer cases across phone, email and live chat for Woolworths New Zealand and Everyday Rewards.
- Create, manage and update cases in Salesforce CRM, maintaining accurate case notes, records and documented outcomes.
- Investigate complex enquiries across multiple systems to identify root causes and deliver appropriate, policy-aligned resolutions.
- Support customer retention and service recovery by resolving concerns, restoring customer confidence and identifying suitable solutions.
- Manage enquiries relating to online orders, deliveries, refunds, payments, gift cards, accounts and Everyday Rewards.
- Coordinate with stores and internal specialist teams to resolve escalated or outstanding matters and ensure appropriate follow-up.
- Maintain customer information in accordance with company procedures, privacy requirements and quality standards.
- Consistently work within productivity, quality and customer experience targets in a high-volume environment.
- Selected for a specialist outbound customer recovery and retention campaign, achieving 100% Quality Assurance.
- Adapt quickly to new systems, processes, campaigns and operational requirements.
- Remote
Customer Support Specialist
Laybuy
01.2021 - 01.2022
- Managed account, payment and financial enquiries by phone and email.
- Investigated issues, maintained accurate account records and worked efficiently toward appropriate resolutions and service targets.
Pharmacy Assistant
Green Cross Health
01.2014 - 01.2022
- Supported daily pharmacy and retail operations within a busy healthcare environment.
- Assisted customers with healthcare and retail products while maintaining discretion, confidentiality and professional service.
- Managed competing priorities accurately and supported additional services, including ear piercing and passport photographs.
- Part-time
Supervisor
New World Supermarket
01.2007 - 01.2009
- Supported front-end operations, staff training, customer enquiries and day-to-day team coordination within a high-volume retail environment.
Checkout Assistant
PAK'nSAVE / New World
01.2003 - 01.2007
- Processed customer transactions accurately and efficiently while supporting day-to-day store operations.
Education
NCEA Level 1 -
Diploma - Private Investigation
International Career Institute
01-2015
Diploma - Beauty
Usha Academy
India01-2007
Skills
Supported administration and business tasks through Salesforce CRM, case logging, customer follow-up, records control, issue investigation, cross-team coordination, Microsoft Office, Google Workspace, Genesys Cloud, clear communication, quality checks, KPI tracking, time management, organisation, confidentiality, and professional conduct
Assisted with Salesforce CRM, Genesys Cloud, Microsoft Office, Google Workspace, live chat platforms, and CRM and case management systems
Accomplishments
- Live Chat Champion of the Year - FY26
- Outbound Campaign Award - FY26 | Selected for a specialist customer recovery and retention campaign and achieved 100% Quality Assurance
- Customer Care Representative of the Year - 3rd Place - FY24
- Voice of the Customer of the Year - Runner-up - FY24
- Voice of the Customer - Runner-up - FY25
- Team of the Year - FY24 and FY26
- Multiple Customer Care Representative of the Month, Voice of the Customer, Live Chat Champion, and attendance and reliability awards
- Most Improved - April 2023
Timeline
Customer Care - Retention & Resolution
Woolworths New Zealand
08.2022 - Current
Claims Coordinator - Contract
Tower Insurance
01.2022
Customer Support Specialist
Laybuy
01.2021 - 01.2022
Pharmacy Assistant
Green Cross Health
01.2014 - 01.2022
Sales Consultant
Travelex
01.2010
Supervisor
New World Supermarket
01.2007 - 01.2009
Checkout Assistant
PAK'nSAVE / New World
01.2003 - 01.2007
Diploma - Beauty
Usha Academy
Diploma - Private Investigation
International Career Institute