Alice Ola
Mangere,AUK
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
NZ Post
Highbrook, Auckland
06.2021 - 05.2024
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Mail Sorter
NZ Post
Mangere
07.2020 - 02.2021
- Sorted incoming mail for distribution to staff, departments and external customers.
- Operated automated sorting equipment to separate letters, flats and packages according to predetermined criteria.
- Processed outgoing mail using postage meters and scales.
- Maintained accurate records of all processed items.
- Inspected incoming mail for damage or missing pieces.
- Labeled containers with required information before dispatching them.
- Ensured compliance with postal regulations and procedures.
- Reported any malfunctioning of the machine to supervisors immediately.
- Assisted in loading and unloading of trucks when necessary.
- Organized work area regularly for efficient operation of tasks.
- Performed data entry into computerized databases for tracking purposes.
- Operated mail processing equipment and manually sorted mail.
- Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
- Sorted mail and operated sit-forklift to ensure trailers were loaded in timely fashion.
Machine Operator/Team Leader
Dnata Catering
Tullamarine, Melbourne
02.2017 - 03.2020
- Set up and operate machine tools to produce precision parts and instruments.
- Monitor the feed and speed of machines during the machining process.
- Check products for accuracy using measuring instruments such as calipers, micrometers, gauges.
- Adjust machine settings to complete tasks accurately.
- Troubleshoot malfunctions in equipment or processes.
- Maintain records of completed work and production data including volume produced and time required for each task.
- Unload finished products from machines onto conveyors or other transport systems.
- Ensure that safety guidelines are followed at all times while operating machinery.
- Record production information such as quantities produced and materials used on daily logs.
- Carry out regular safety checks on machinery prior to operation.
- Keep detailed reports of maintenance activities performed on machinery.
- Prepared machine for production processes by equipping with required tools and parts.
Education
Certificate - Business Administration And Management
Best Training
Manukau11-2014
Skills
- Complaint resolution
- Account updating
- Scheduling
- Report preparation
- Appointment scheduling
- Record preparation
- Customer service
- Call center experience
- Service upselling
Timeline
Customer Service Representative
NZ Post
06.2021 - 05.2024
Mail Sorter
NZ Post
07.2020 - 02.2021
Machine Operator/Team Leader
Dnata Catering
02.2017 - 03.2020
Certificate - Business Administration And Management
Best Training
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