Angel Ioka
Summary
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
NHP Electrical Engineering Products
08.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated customers, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Met customer call guidelines for service levels, handle time and productivity.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Team Leader assist. stepping into team leader role to help function the team when required.
- Labelling, Pick and Pack orders with efficiency.
- Handling error reports.
Shift Manager
Mt Wellington McDonald's Restaurant
02.2020 - 02.2023
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
- Promoted a positive work environment through open communication and constructive feedback.
- Kept employees operating productively and working on task to meet business and customer needs.
- Supervised employees and oversaw quality compliance with company standards for food and services.
- Worked closely with team members to schedule breaks and shifts to meet state regulations.
- Collaborated with other Shift Managers to maintain consistency in policies enforcement across all shifts, fostering a cohesive workplace culture.
- Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
- Handled emergency situations with a calm demeanour, ensuring the safety of both customers and employees during critical incidents.
- Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.
- Resolved customer complaints with effective problem-solving techniques, maintaining high levels of customer loyalty.
Education
NCEA LEVEL 1 - 3 Endorsement -
Papatoetoe High School
01.2019
Skills
- Full Licence
- Customer complaint management
- Effective communication
- Customer engagement
- Microsoft Excel
- Active listening
- Customer service
- Data entry
- Critical thinking
Hobbies and Interests
Exploring and traveling to famous landmarks, historical sites, and cultural attractions in a new destination.I enjoy cooking for friends and family gatherings.
Accomplishments
- Virtual Advancing the Leadership Course 2022 McDonald's Restaurant (Mt Wellington)
- Workplace Safety Training 2022 McDonald's Restaurant (Mt Wellington)
- AYL Class 2022 McDonald's Restaurant (Mt Wellington)
- Stock Delivery Verification 2022 McDonald's Restaurant (Mt Wellington)
- NZQF Food and Beverage Services (Level 3) 2022 McDonald's Restaurant (Mt Wellington) - Service IQ
- Building a Safe, Respectful and Inclusive Workplace for Crew 2022 McDonald's Restaurant (Mt Wellington)
- Crew Trainer Classes 2022 McDonald's Restaurant (Mt Wellington)
- Customer Service Award 2018 The Warehouse (Manukau) - Service IQ
PERSONAL STATEMENT
My name is Angel Ioka, and I bring over two years of experience as a shift manager in a high-volume fast food environment. A professional customer representative with NHP Electrical Engineering Products. I have a profound passion for customer service, consistently striving to provide unparalleled support to meet our customers' needs. With a solid foundation in management, I prioritize fostering an atmosphere where my team delivers exceptional service and high-quality fast food. I am committed to utilizing my skills in training, supervision, and morale enhancement to boost employee engagement and elevate performance levels. My experience equips me to cultivate strong relationships with stakeholders, ensuring adherence to systems and processes while maintaining a professional standard. Organized and dependable, I adeptly juggle multiple priorities with a positive mindset and a willingness to embrace additional responsibilities to achieve our collective goals. I am open to learning new skills, and would love to contribute to the success of your company.
PERSONAL SKILLS
- Self-management ability to regulate your behaviour, thoughts and emotions in a productive way.
- Positive attitude to bring an optimistic, can-do approach to all of the tasks and responsibilities.
- Communication the of process of exchanging information and ideas, both verbally and non-verbally between one person and group within an organisation.
- Willingness to learn Conveys the initiative, desire and choice to get the job done.
- Thinking Skills and resilience Sorting among useful and arbitrary details to come up with a big picture perspective that leads to an impactful decisions.
- Teamwork I can work well with a group of people. Navigating ideas and working as a group to achieve the goal.
Timeline
Customer Service Representative
NHP Electrical Engineering Products
08.2023 - Current
Shift Manager
Mt Wellington McDonald's Restaurant
02.2020 - 02.2023
NCEA LEVEL 1 - 3 Endorsement -
Papatoetoe High School
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