ALIZA SHRESTHA
26B Sheridan Drive ,New Lynn
Summary
I am seeking a position that is challenging on a day-day basis with an enjoyable work environment to gain further experience while enhancing the company’s productivity and reputation.
Overview
10
10
years of professional experience
Work History
CX Coordinator
New Zealand Automobile Association (NZAA)
07.2023 - Current
- Collaborate with internal and external stakeholders to ensure effective communication and workflow
- Act as a liaison for AA Government Contracts, facilitating communication between customers and Agency staffs to address administrative and general inquiries
- Promote customer engagement by providing guidance and support during incoming inquiries to enhance the IDP and driver license product via phone and email
- Provide comprehensive support to the Agent Network by:
- Ensuring efficient resolution of issues and escalating when necessary
- Managing administrative tasks such as stationery orders and banking and emails
- Offering guidance on system access and resources
- Assisting with access to forms, data, and information stored on AA Navigator
- Support the Government Contracts team and Mobile Operators with administrative tasks and system access and allowing them to provide service in an efficient manner
- Handle ad-hoc administrative requests promptly and with professionalism
- Administrative and IDP back up for the team
- Stay updated on changes and information related to Waka Kotahi NZTA licensing products, ensuring compliance and operational alignment
- Evaluate operational impacts and identify necessary updates to systems, processes, and documentation
- Collaborate with the Government Contracts team on various initiatives, including project contributions, drafting standing instructions, and updating training materials
- Recommend and advise on updates, upgrades, and process improvements to enhance operational efficiency for both users and customers
Customer Service Consultant
New Zealand Automobile Association (NZAA)
07.2022 - 06.2023
- Ensure all customers are welcomed in the Centre, their needs assessed, and appropriate solutions offered
- Process driver licensing and vehicle-related transactions within set requirements, ensuring all details are covered and accurate
- Sell AA Membership and retail products and refer other AA services to appropriate staff, through the Sales Management Process established by the AA
- Meet individual key performance measures and carry out all work in accordance with set procedures and requirements
- Handle all customer requests and seek effective solutions
- Maintain the Association’s professional image through a high standard of personal appearance, behavior, and presentation of work
- Create cooperative working relationships with peers, team leaders, and managers, proactively supporting the team’s effort to achieve performance targets and maximize customer satisfaction
- Work within Health and Safety rules and maintain a safe and healthy working environment
- Continually expand knowledge of the Association, its products, services, and objectives by reading all relevant communication, product overviews, and AA publications, and attending team meetings and training sessions
- Always perform safe work practices to minimize health & safety risks to yourself, your team, and others
- Follow the H&S procedures for hazard, incident, and injury reporting
Travel Agency Manager
Buddha Travel and Tours Pvt. Ltd.
01.2017 - 06.2022
- Providing great solutions to customers for their ticketing and reservations
- Formulating and Implementing purchasing and marketing policies and setting prices
- Selling goods and services to customers and advising them on product use
- Controlling, selection training and supervision of staff
- Determining Product mix, stock level and Service standard
- Maintaining records of stock levels and financial transaction
- Supporting and coordinating with branch offices in New Zealand & Australia
- Ability to work under pressure
- Handling all the customer queries
Travel Consultant and Remittance supervisor
Eco Travels
05.2015 - 01.2017
- Respond to the phone calls as well as greet clients
- Ensure to complete all return calls every day
- Regularly upgrade an entire airline rule as well as regulations along with airfares and various industry requirements
- Organize travel from beginning to end through booking tickets and accommodations
- Collect deposits and balances
- Maintain good relationship with the key persons
- Handling Remittance Department
Education
Post Graduate Diploma - Business Administration
Auckland Institute of Studies
St Helens, Auckland09.2015
Bachelor of Business Administration - Marketing
KCMIT College Kathmandu
08.2013
Personal Attributes
- An enthusiastic team player with a positive attitude who is self-motivated.
- Keen to take ownership but able to delegate where necessary.
- “Can do” attitude.
- Accuracy and attention to detail is a strength of mine.
- Enjoys finding solutions to problems.
- Ability work well under pressure with composure and professionalism.
- Committed to meeting deadlines and targets.
- Keen to learn new skills and easily adaptable to new environments.
- Happy to build professional relationships.
- Flexible, friendly, hardworking, keen to accept challenges.
- Strong communication and presentation skills to effectively pitch product.
- Experienced in using Digital tools, like Microsoft teams, MS word and excel.
- In-depth Knowledge DLR and MVR products.
- Problem solving.
Timeline
CX Coordinator
New Zealand Automobile Association (NZAA)
07.2023 - Current
Customer Service Consultant
New Zealand Automobile Association (NZAA)
07.2022 - 06.2023
Travel Agency Manager
Buddha Travel and Tours Pvt. Ltd.
01.2017 - 06.2022
Travel Consultant and Remittance supervisor
Eco Travels
05.2015 - 01.2017
Bachelor of Business Administration - Marketing
KCMIT College Kathmandu
Post Graduate Diploma - Business Administration
Auckland Institute of Studies
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