Amelia Puluka
Whangarei
Summary
I am a passionate, results-oriented professional with extensive experience in customer service, education, and team leadership. My dedication to exceeding expectations, coupled with my ability to quickly learn and adapt to new systems and procedures, has consistently driven my success. Through years of teaching and leading teams, I have honed my communication skills and developed a strong ability to build relationships with individuals from diverse backgrounds. As a multitasking Team Leader, I have effectively managed projects and fostered a healthy workplace culture that aligns with company values. Currently, I am furthering my expertise through studies in Human Resources, Employment Relations, and Employment Law.
Overview
17
17
years of professional experience
Work History
Customer Excellence Team Lead & Complaints Manager
Northpower
06.2021 - Current
- Facilitated training and developed training materials for new team members.
- Fostered a positive work environment by encouraging collaboration, and open communication.
- Established team priorities, implemented schedules, and monitored performance.
- Collaborated with other department leads to streamline workflows,build relationships, and achieve business goals collectively.
- Enhanced overall team performance by providing regular coaching, and skill development opportunities.
- Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Led initiatives aimed at improving the overall customer experience, such as implementing new complaint management.
- Facilitated regular meetings with department heads to discuss ongoing complaint trends, share best practices, and develop strategies for improvement.
- Reduced the number of unresolved complaints by closely monitoring case progress and providing guidance on complex issues.
- Collaborated with cross-functional teams to address root causes of recurring complaints, leading to improved product quality and service delivery.
- Maintained professionalism, by staying calm when addressing unhappy or angry customers.
- Completed my Connexis Electricity Level 2 Qualification.
- Lead the new Electricity Connections team, and collaborate with the Technical team to process new and existing customer connections.
- Participated in initiatives to upgrade and implement new systems while retaining my present job responsibilities.
Customer Services Team Leader
First Advantage Ltd
01.2017 - 01.2019
- Leading 4 teams of 6-8 staff members in a high-pressure multi-discipline environment
- Full responsibility for recruitment and training of new and existing team members
- Supported the customer services team in all aspects of their work, ensuring all members have the opportunity for cross-training and advancement
- Setting up pre-employment background searches across six global systems
- Using problem-solving and communication skills with clients and candidates to ensure the best outcome
- Liaising with teams located in UK, Bangalore, Manila and Australia.
Branch and Contact Centre Supervisor
Westforce Credit Union
01.2015 - 01.2017
- Managed all office requirements for the daily running of the branch and provided leadership support to staff and peers.
- I trained all employees in the branch and contact center, to ensure KPI targets were meet.
- Reviewing and monitoring branch performance, procedures and department targets in order to provide best quality services.
- Supervised the provision of lending services to clients, including appraisal of loan applications, processing credit checks, vehicle checks, and any other checks associated with loan applications.
- Managed credit control and recovery of funds.
- Ensuring all relevant policies and procedures, were followed and meet compliance with current legislation
- Identified clients' needs and requirements, promoting and on selling products and services to existing and potential customers.
- Assisting other branches as requested by direct and indirect management.
- Collating the monthly financial data of all branches and providing a full report to direct management
- Fully trained in the operation of banking programs FACTS and LMS.
- Assisted Human Resources with recruitment and performance for all employees.
Contact Centre
Mighty River power (Mercury Energy)
01.2013 - 01.2016
- Assisting new, existing and potential customers with their enquiries
- Resolving high bill queries and meter investigations
- Managing online and email applications
- Trained in the use of computer programs SAP and Microsoft suite
- Managed a team of 12 in the contact center, working on new connections.
- Working alongside the Customer Relations Manager representing Mercury and Glo Bug at community events
- Volunteered as a fundraising Co-ordinator for an event held by Mercury Energy to raise funds for Star Ship Children's Hospital.
- Selected to represent Mercury Energy at their annual conference to work on building partnerships with the Waikato Raupatu River Trust.
Early Child Care - Head Teacher
Kidz Unlimited Learning Centre
01.2007 - 01.2010
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviours.
- Established clear objectives for each lesson, ensuring measurable outcomes and facilitating consistent progress tracking.
- Supported student physical, mental, and social development using classroom games and activities.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Improved student engagement by incorporating technology and real-world examples into lesson plans.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviours.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Mentored junior teachers, sharing best practices and providing constructive feedback to improve their teaching techniques.
Education
Bachelor of Arts - Human Resources, Employment Relations
Massey University
Auckland, AUK11.2026
Conexis Electricity Level 2 - Electricity
Te Pukenga
Whangarei, NTL04.2024
Diploma in ECE -
Early Childcare Courses And Certificates
Unitech2008
Police Training -
Manukau Institute of Technology
Auckland07.2006
Skills
- Performance Improvement
- Staff Training
- People Management
- Conflict Resolution
- Documentation And Reporting
References
- Available upon request.
Hobbies and Interests
I have always been a keen sports player. I play competitive soccer and netball but will give any sport a go. I am very passionate about baking novelty cakes and creating music. Above all else I love to spend time with my family.
Timeline
Customer Excellence Team Lead & Complaints Manager
Northpower
06.2021 - Current
Customer Services Team Leader
First Advantage Ltd
01.2017 - 01.2019
Branch and Contact Centre Supervisor
Westforce Credit Union
01.2015 - 01.2017
Contact Centre
Mighty River power (Mercury Energy)
01.2013 - 01.2016
Early Child Care - Head Teacher
Kidz Unlimited Learning Centre
01.2007 - 01.2010
Bachelor of Arts - Human Resources, Employment Relations
Massey University
Conexis Electricity Level 2 - Electricity
Te Pukenga
Diploma in ECE -
Early Childcare Courses And Certificates
Police Training -
Manukau Institute of Technology
Similar Profiles
Maika RATULEVUMaika RATULEVU
Foreperson G&B Lineman Mechanic at NorthpowerForeperson G&B Lineman Mechanic at Northpower
Fergus BrownFergus Brown
Delivery Manager – Technical Services (Substations, Infrastructure & Tunnels) at NorthpowerDelivery Manager – Technical Services (Substations, Infrastructure & Tunnels) at Northpower
Sam MatangiSam Matangi
Team Leader at NorthpowerTeam Leader at Northpower