Summary
Overview
Work History
Education
Skills
Timeline
Generic

Amy Johns

Summary

Organized Service Technician with successful history of managing, completing priorities and meeting challenging performance targets. Works well under pressure to complete physically-demanding work. Safety-oriented team player with strong attendance record. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

11
11
years of professional experience

Work History

Service Technician - Hygiene

Rentokil-Initial
09.2021 - Current
  • Explained diagnostic findings to customers and outlined service options.
  • Installed new equipment, explained operation and routine maintenance protocols to customers.
  • Inspected equipment to diagnose operational issues.
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Collaborated with team members to complete complex installations, ensuring seamless integration of new systems.
  • Received consistent positive feedback from customers, reflecting dedication to delivering exceptional service quality.
  • Effectively communicated technical information to non-technical clients, ensuring proper understanding and utilization of equipment features.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Showcased adaptability by working on diverse projects spanning industries such as healthcare, hospitality, retail, and education sectors.
  • Tested hygiene systems, noting issues and completing preventive maintenance.
  • Demonstrated strong multitasking skills by managing multiple clients premises simultaneously without compromising service quality.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Followed health and safety protocols crucial for maintaining safe and sanitary environments for customers and staff.
  • Handled equipment, chemicals, and materials properly and with caution.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.

Service Technician - IT Hygiene

Rentokil - Initial
04.2019 - 09.2021
  • Adhered to safety protocols and policies to reduce workplace hazards.
  • Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
  • Responded to customer inquiries quickly and professionally to increase satisfaction.
  • Increased customer satisfaction by providing timely and efficient service for various technical issues.
  • Consistently met project deadlines under pressure situations while maintaining high-quality workmanship standards.
  • Cleaned and sanitized IT equipment according to established protocols.
  • Handled equipment, chemicals, and materials properly and with caution.
  • Improved overall facility hygiene by sanitizing high-touch surfaces regularly to minimize the spread of germs.
  • Developed strong relationships with clients through professionalism and consistent delivery of reliable services tailored to their specific needs.
  • Showcased adaptability in adjusting work schedules according to changing demands from clients or management without compromising output quality levels.
  • Exceeded client expectations in providing quality services while adhering strictly to deadlines for project completion timelines.
  • Followed safety standards and established SOPs when handling, mixing and storing hazardous chemicals.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.

Service Administrator

OCS
01.2013 - 03.2019
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Responded to customer requests for products, services, and company information.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Managed inventory efficiently, ensuring the availability of necessary supplies and minimizing waste.
  • Led team in consistently outperforming set targets while also maintaining excellent client feedback and retention rates, establishing the team''s reputation for excellence.
  • Facilitated cross-training opportunities among team members, promoting versatility in skillsets and improving overall capabilities of the group.
  • Planned and executed periodic training sessions aimed at keeping team updated about latest best practices while also refreshing their knowledge on existing techniques.
  • Streamlined reporting processes, enabling accurate tracking of completed tasks and time spent on each job site.
  • Built strong relationships with vendors, negotiating favourable pricing terms for cleaning products and equipment purchases.
  • Conducted thorough inspections to ensure cleanliness standards were consistently met across all facilities serviced by the team.
  • Monitored budgetary constraints closely while maximizing service quality provided to clients across multiple locations or contracts simultaneously.
  • Communicated repair needs to maintenance staff.
  • Increased employee performance through effective supervision and training.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Adhered to safety protocols by enforcing proper equipment usage.
  • Evaluated employee performance and developed improvement plans.
  • Completed schedules, shift reports, and other business documentation.
  • Monitored staff performance and provided feedback to drive productivity.
  • Established and enforced safety protocols and guidelines for staff.
  • Scheduled and prioritized tasks to staff, overseeing work completion.

Education

NCEA Level 2 - NCEA Level 2

Ellesmere College
Leeston, NZ
2009

NCEA Level 1 - NCEA Level 1

Ellesmere College
Leeston, NZ
2008

Skills

  • Preventive Maintenance
  • Customer Service / Customer Relationship Management
  • Work with Minimal Supervision
  • Valid NZ Full Driver's License
  • Punctual and Reliable
  • Flexible and Adaptable
  • Problem and Issue Resolution
  • Documentation And Reporting
  • Professional and Courteous
  • Quality Assurance / Attention to Detail / Service Reports
  • Time tracking
  • Safety Management

Timeline

Service Technician - Hygiene

Rentokil-Initial
09.2021 - Current

Service Technician - IT Hygiene

Rentokil - Initial
04.2019 - 09.2021

Service Administrator

OCS
01.2013 - 03.2019

NCEA Level 2 - NCEA Level 2

Ellesmere College

NCEA Level 1 - NCEA Level 1

Ellesmere College

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Amy Johns