Summary
Overview
Work History
Education
Skills
Education and Training
Timeline
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Anna-Maria Stunzner-Grey

AUCKLAND,NewZealand

Summary

I'd like to say my warmth, good humor and openness are some of the characteristics that set me apart from other candidates, as being around people puts me in a good mood. I am honest and hard working - always eager to learn and challenge myself. I am good at resolving and coming up with a solution for customers when needed. I take pride in my composure and maturity in being in a professional work environment, as i wholeheartedly understand the large duty that we, as employees, have towards any business and its customers.

Overview

5
5
years of professional experience

Work History

Customer Service Representative

AIA Insurance
09.2023 - 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 calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Provided quotes to brokers.
  • Trained in Live Chat.

  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.

Department Manager

Cotton on Group
04.2021 - 08.2023
  • Offer each customer top-notch, personal service and polite support to boost sales and customer satisfaction.
  • Prepare detailed reports for management to clarify existing trends and review sales (weekly).
  • Communicate with managers of other departments to maintain transparency.
  • Motivate associates to consistently deliver effective selling behaviors through coaching and recognition.
  • Assist customers by answering questions and fulfilling requests.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Trained new employees to meet job requirements.

Processor

Warehouse distribution centre
09.2020 - 12.2020
  • Read from pick lists and accurately located products.
  • Communicated with processing supervisor if unable to achieve timeline or resolve errors.
  • Maintained organized work area by cleaning and removing hazards.
  • Devan containers (occasionally)
  • Prepared, boxed and staged outgoing shipments.
  • Examined incoming materials and compared to documentation for accuracy and quality.

Education

Patisserie - Patisserie

Culinary Collective
Symonds Street
11.2019

High School Diploma -

Robert Louis Stevenson High School
Samoa
12.2017

Skills

  • Customer service
  • Teamwork
  • Issue and conflict resolution
  • People skills
  • Retail
  • Communication
  • Sales
  • Stock control
  • Sorting
  • Friendly & helpful
  • Call center experience
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Call center operations
  • Customer relationship management (CRM)
  • Live chat support

Education and Training

other,other

Timeline

Customer Service Representative

AIA Insurance
09.2023 - Current

Department Manager

Cotton on Group
04.2021 - 08.2023

Processor

Warehouse distribution centre
09.2020 - 12.2020

Patisserie - Patisserie

Culinary Collective

High School Diploma -

Robert Louis Stevenson High School

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Anna-Maria Stunzner-Grey