ADELINA WICHMAN
Takanini,AUK
Summary
Seasoned Customer Services Officer with a proven track record, adept in CRM software and exceptional complaint handling. Excelled for customer engagement and support, significantly enhancing customer satisfaction. Skilled in fostering positive relationships, demonstrating a professional manner, and achieving key performance indicators, showcasing a blend of technical proficiency and soft skills.
Overview
16
16
years of professional experience
Work History
Customer Services Officer
ROTAFORM PLASTICS NZ LTD
Mangere
02.2021 - 01.2025
- Answered phone calls and assisted customers with over the phone and online queries
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Attended training sessions regularly by way of Sales Meetings to stay updated on new products or services offered by the company.
- Worked with internal teams to assist customer orders from start to finish
- Worked to KPI requirements each month
- Follow up phone calls and emails to customers on quotations supplied for potential sales
- Worked with the database EXO for quotes and all phone and online orders
- Assisted customers with in person communication in the showroom
- Took special orders in person and over telephone,
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Participated in team meetings discussing ideas and or new products on how to better serve our customers' needs.
- Explained benefits and advantages of different product and service offerings to customers.
- Collaborated with sales team members to stay current on inventory levels and resolve item issues ie: Sea Freight
- Responded promptly to online queries via social media platforms such as Facebook.
- Updated databases with new and modified customer data.
- Provided customers with product information and resolved their issues in a timely manner.
- Contacted supervisor immediately when issues required escalation
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered customer inquiries over the phone and through email.
Customer Service Representative
STOWERS CONTAINMENT SOLUTIONS LTD
MT WELLINGTON
08.2017 - 01.2021
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Answered customer queries over the phone and via email queries
- Met KPIs each month Follow
- Assisted customers in the showroom and recommended items where possible
- Use of database SAP to process online and over the phone orders
- Worked with internal teams to ensure customer orders were actioned and sent out in a timely manner with our carriers
- Established customer rapport with new and existing customers
- Developed positive relationships with customers through friendly interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Identified opportunities for upselling additional products or services based on customer needs.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
MINISTRY OF SOCIAL DEVELOPMENT
Ellerslie
07.2016 - 08.2017
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Assisted customers with job advertisements
- Use of Giverbment database with new and existing customers
- Met KPI requirements each month Follow
- Maintained relationships with internal teams and colleagues
Monitoring Officer
G4S
Ellerslie
01.2009 - 03.2016
- Liaised with other departments or external organisations as required in order to carry out assigned tasks or duties.
- Identified potential risks associated with monitoring operations and took appropriate action.
- Answered inbound calls from customer queries
- Maintained customer contact via email and phone calls
- Entered schedules for detainees for work, court attendances and other approved absences
- Data entry
- Liaise with Department of Corrections and NZ police for offender queries
- Worked 12 hour shifts 4 days on and 4 days off
Education
Diploma - Business Studies And Administration
NZMA
Otahuhu 09-2016
Diploma - Contact Centre Management
NZMA
Otahuhu 03-2015
Skills
- CRM software
- Complaint handling
- Social media
- Advertisement on social media platforms
- Use of Shopify for online orders
- Professional manner for customer services and support
Affiliations
- Sports Manager for Tag, Rippa Rugby, League and Touch
- Superstar Hustler for all side hustles including Marquee hire, hustler for my immediate family and house first
- Love to Read and spend time with Family, friends, enjoying good food and good laughs,
- Love to travel and experience new activities
Accomplishments
- 2024 - U11 Girls - Rippa Rugby Manager of the season - Papatoetoe Rugby
- 2021 - Womens Rugby Manager of the season - Papatoetoe Rugby
- 2019 - Manager of the year - Cook Islands Tag Football
References
References available upon request.
Timeline
Customer Services Officer
ROTAFORM PLASTICS NZ LTD
02.2021 - 01.2025
Customer Service Representative
STOWERS CONTAINMENT SOLUTIONS LTD
08.2017 - 01.2021
Customer Service Representative
MINISTRY OF SOCIAL DEVELOPMENT
07.2016 - 08.2017
Monitoring Officer
G4S
01.2009 - 03.2016
Diploma - Business Studies And Administration
NZMA
Diploma - Contact Centre Management
NZMA
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