Abegail Jimena
Helensville,New Zealand
Summary
I have worked as a Call Centre Operator for a number of years working for large to medium size organizations. My work involves handling customer enquiries from billing, account set-up and any general enquiries for residential and business clients. I enjoy working as part of a team but aware of individual KPI's to meet specific company objectives. I am aware of first call resolution its' importance in providing excellent customer service. I am also trained in direct marketing. Since I moved back to Philippines to spend time with family, I had the opportunity to help out with the family business in Real Estate Industry. I helped with the accounts and looked after the day-to-day operations mainly in trainings and commission allocations. Most of all, I enjoy the fun learning, environment and excitement of meeting clients on a daily basis and working in a dynamic Sales Team.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Production Assistant
Superb Herb New Zealand
, New Zealand
11.2023 - Current
- Working in the production area(s) including greenhouses and or other growing areas, harvest area, packing area
- Follow correct procedures for put outs spacing, harvesting, packing dumping, and clean-up operations
- Follow correct procedures for the operation of control systems including spacing, growing, harvesting, packing and clean-up
- Follow correct procedures for selecting product, grading, boxing, working on the packing machine, operating the packing machine, line checking, quality checking, and clean-up operations
- Ensure communication is efficient and effective with all the SHC team members
- Teamwork to work effectively as part of the team, be a good team player
- Able to move between departments where required including greenhouses and other growing areas, packroom and dispatch
- Comply with QSE (Quality, Safety and Environmental Compliance) policies.
Contact Care Representative
Auckland Transport
01.2019 - 02.2020
- Call Centre based work answering enquiries from Sales support to relevant issues with AT Hop Cards customers
- We answer all public enquiries regarding top ups, various concessions for minor, tertiary, senior and regular travelers
- Liaise with government agency for urgent matters requiring police assistance and other relevant agencies including the Auckland City Council via email correspondence and phone enquiries
- Providing customer care service to public travelling on bus, ferry, train transport services such as Journey Planning, Planned outages/Unplanned outages, Reports on scheduled network maintenance particularly affected road network areas, handling queries regarding our network service providers like bus operators, ferry service and train maintenance operators, liaising with council for other road related issues like road maintenance, public safety on roads and highways, generally delivering all ongoing support to customers travelling on public transports.
Customer Service Centre Face to Face
SCR Auckland Transport
01.2017 - 01.2019
- Daily work involves loading concessions on computer (CRM) for Tertiary and Senior Supergold card holders
- Sell AT HOP cards using the NPOST machine on a daily basis
- Assist customers with timetables and journey planning
- Queue hoping to check that customers are getting the right help in terms of either loading their concessions, buying AT HOP cards or simply getting to where they want to go to in terms of their travel preferences
- Report faulty VRD and assisting customers on machines if need be
- Assisting customers in the Self-Service computers for their corresponding concessions if they have any questions/query and checking their planned trips using the journey planner
- Attend trainings if need be
- Assisting customers with any other related queries regarding their AT HOP cards
- Log cases for disputed transactions and other relevant queries and disputes
- Relationship building with people from all walks of life
- Establishing rapport with tourists who travels on public transport and developing level of communication with foreign travelers and ensuring they receive comprehensive advice and information.
Production staff
Coverstaff Limited
12.2010 - 03.2011
- Bartender for sports club
- Packaging of household product
- Inserting and labeling of pens.
Production Staff
Chrisco
10.2010 - 11.2010
Call Centre Representative
Phone Plus 2000 Limited
06.2008 - 08.2008
- My work mainly involves making outbound calls which includes appointment setting on behalf of Agents.
Call Centre Representative
Madison Recruitment Limited
09.2007 - 05.2008
- As a temp for Madison, I have had the opportunity to work in organisations such as Atlantis Healthcare, Telelink and Telstra Clear
- Mostly, the nature of job is to make outbound calls from appointment setting, selling Christmas cards to acquisition and retention of business clients in telecommunications.
Sales Representative
HQ Worldwide Limited
06.2007 - 07.2007
- I have represented medium to large scale organisations in direct product promotions including Movieshack and Berkeley cinemas.
Call Centre Agent
Mighty River Power Limited
09.2005 - 06.2007
- Call Centre Representative - My main role as a CSR is to take inbound calls from residential and business clients assisting them with invoicing, electricity usage, possible faults and other numerous general enquiries while maintaining a high customer service standard
- I have to ensure that the data are captured and entered into the system
- Administer written replies and documents related to customer enquiry
- Provide and maintain call quality requirements
- Switch Analyst - This work involves validations of customer data from call Centre which is my main role
- This means liaising with internal and external parties
- My main job was to look after the gas console and to make sure that the data are entered in a timely and efficient manner
- Technical Data Set-Up Analyst - The information from Switch Team is passed on to TDS for account set-up to ready data for billing.
Sales Support Executive
Spotless Services
05.2004 - 08.2005
- The main responsibility of a Sales Support person is to assist my marketing Manager in preparing materials for conferences, preparing proposals for Business Development Managers and on a routine manner liaise with ad agency in regards to the yellow pages advertisements for all branches nationwide.
Call Centre Agent
Mighty River Power
06.2000 - 02.2004
- Initially for a number of years I worked with the Commercial Team mainly assisting business clients with the electricity accounts from billing enquiries to opening one or multiple accounts
- We are responsible for ensuring that the customer needs are met and answer any complex enquiry within the company's standard procedures
- We must ensure that all data are captured and entered into the system
- Maintain call quality requirements.
Education
Certificate in Real Estate Salespersons -
OPENPOLYTECHNIC (UNITEC)
10.2020
Certificate in Information Technology Lvl 4 -
UNITEC
Te Wananga O Aotearoa
Diploma in Marketing -
Auckland University of Technology
High School Diploma -
Colegio de San Juan de Letran
Skills
- Communication Skills
- Computing Skills
- Microsoft Word
- Excel
- Outlook
- Self-Management Skills
- Meeting Company Targets
Selfmanagementskills
Meeting Company Targets, Experience in meeting performance targets to required standards of timeliness, quality and quantity.
Transferrableskills
- Communication Skills, I have the ability to communicate (both verbally and written) to all levels of public and internal customers. I have a high level of questioning, listening, empathising and relating to other people.
- Computing Skills, I have medium level of knowledge in Microsoft Word, Medium level Excel and Medium level Outlook. I completed level 2&3 Computer course in 2007 and Level 4 Information Technology in 2012.
References
- Manav Fulwala, Direct Supervisor, Superb Herb, +64 21 106 4100, +64 9 837 0500
- Jasmine Feng, Assistant Team Leader, Auckland Transport, +64 21903162
- Jacqui Natana, Resource Planner, Auckland Transport, +64 221078418
- Ashley Robinson, Assistant Team Leader, Auckland Transport, +64 21875984
Hobbies and Interests
I am interested in dancing and singing. This started when I was 8 years of age. I was elected the VP of the Dance Troupe in my senior years in High School. I play basic guitar and my favourite sport is Tennis.
Affiliations
- Able to balance my worklife and study to achieve personal growth as well as gain more insights and knowledge in order to be qualified for certain key aspects of my skills and experiences.
Languages
English
Professional
Tagalog
Professional
Accomplishments
- Received Most industrious award
- Meet company goals and targets
Certification
- Certificate in Basic Organic Farming 101
- Certificate for TOT (Training on Trainers) on AgriCrops Production
References
References available upon request.
Timeline
Production Assistant
Superb Herb New Zealand
11.2023 - Current
Contact Care Representative
Auckland Transport
01.2019 - 02.2020
Customer Service Centre Face to Face
SCR Auckland Transport
01.2017 - 01.2019
Production staff
Coverstaff Limited
12.2010 - 03.2011
Production Staff
Chrisco
10.2010 - 11.2010
Call Centre Representative
Phone Plus 2000 Limited
06.2008 - 08.2008
Call Centre Representative
Madison Recruitment Limited
09.2007 - 05.2008
Sales Representative
HQ Worldwide Limited
06.2007 - 07.2007
Call Centre Agent
Mighty River Power Limited
09.2005 - 06.2007
Sales Support Executive
Spotless Services
05.2004 - 08.2005
Call Centre Agent
Mighty River Power
06.2000 - 02.2004
Certificate in Real Estate Salespersons -
OPENPOLYTECHNIC (UNITEC)
Certificate in Information Technology Lvl 4 -
UNITEC
Te Wananga O Aotearoa
Diploma in Marketing -
Auckland University of Technology
High School Diploma -
Colegio de San Juan de Letran
- Certificate in Basic Organic Farming 101
- Certificate for TOT (Training on Trainers) on AgriCrops Production
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