ANGELINE GARCIA
Wellington,New Zealand
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Conscientious Customer Success Specialist with experience solving complex payroll issues efficiently and delivers high level of service in every interaction.
Overview
11
11
years of professional experience
Work History
Customer Success Speciliast
Thankyou Payroll Limited
03.2022 - Current
- Assisting employers with inquiries regarding their pays, payments, leave and other related payroll issues, providing clear and concise communication over the phone and email.
- Collaborating with product team to advocate for customer needs and drive product improvements.
- Providing support, training, in-depth knowledge of business and system processes to other team members when needed.
- Tracking client payments while finding and fixing discrepancies.
- Processing evening payrolls which includes uploading and authorizing necessary bank transactions, and ensuring second authorization occurs.
Recovery Assistant
Accident Compensation Corporation, ACC
09.2021 - 03.2022
- Created recovery plans to help clients towards their recovery goals by providing support around their injury-related needs.
- Liaised with healthcare vendors and providers to ensure seamless service.
- Liaised with employers to help clients secure their employment while they're in recovery.
- Collaborated with employers to create a safe return-to-work plan for clients.
CUSTOMER SERVICE OFFICER
Inland Revenue Department
10.2019 - 09.2021
- Trained in the Individuals' segment in different skills such as Individual Income Tax, Employers and Kiwisaver, Student Loans and Working for Families Tax Credits
- Explained the customer's tax obligations and individual assessment results using clear and concise communication.
- Assessed customer's financial position to provide options suitable to their debt situation.
- Solved and answered queries over the phone and secure mails.
- Proactively corrected return errors and followed up on results if needed.
QUALITY ASSURANCE SPECIALIST
AWESOME OS
09.2016 - 12.2018
- Monitored calls, chats, and emails to ensure quality across the customer service team. Worked with the team lead to identify focus areas.
- Identified areas of improvements and provided coaching, both in writing and one-on-one meetings
- Created training materials for newly hires and ongoing training as new areas of improvement arose.
- Updated FAQ websites and email, chat and SMS macros.
TEAM LEADER
AWESOME OS
07.2015 - 09.2016
- Provided second level of support to the customer service team including escalations.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Communicated KPIs to set performance expectations for the team, monitored progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
CUSTOMER SERVICE REPRESENTATIVE
AWESOME OS
01.2014 - 07.2015
- Solved and answered customer inquiries or issues via emails and calls
- Proficiently used customer service tools such as ZenDesk and Magento to provide a fair resolution that is within the business policy.
Education
Bachelor of Science in Accounting -
UNIVERSITY OF MINDANAO
03.2010
Skills
- Product Knowledge
- Working knowledge of the Holidays Act 2003 legislation
- Highly trained in Income Tax and Employer obligations
- Professional telephone demeanor
- Customer Service
- Complaint handling and resolution
- Bank Processing
- Attention to details
- Problem-solving abilities
- Multilingual
- Staff Training
Timeline
Customer Success Speciliast
Thankyou Payroll Limited
03.2022 - Current
Recovery Assistant
Accident Compensation Corporation, ACC
09.2021 - 03.2022
CUSTOMER SERVICE OFFICER
Inland Revenue Department
10.2019 - 09.2021
QUALITY ASSURANCE SPECIALIST
AWESOME OS
09.2016 - 12.2018
TEAM LEADER
AWESOME OS
07.2015 - 09.2016
CUSTOMER SERVICE REPRESENTATIVE
AWESOME OS
01.2014 - 07.2015
Bachelor of Science in Accounting -
UNIVERSITY OF MINDANAO
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