Anna Roberts
Hairini,BOP
Summary
Experienced customer service professional with a strong background in high volume call centres and revenue assurance. I’m committed to continuous learning to ensure I can resolve a broad range of customer enquiries at first contact. While I haven’t directly maintained a knowledge base, I have extensive experience using them, and I am confident in my ability to contribute to updates and improvements. I’m also comfortable navigating CRM systems and supporting wider customer service functions, as needed, to ensure team success.
Overview
7
7
years of professional experience
Work History
Revenue Assurance
Trustpower/Mercury
Tauranga
11.2022 - Current
- I play a key part in identifying and preventing potential revenue losses by swiftly addressing high-priority cases and ensuring the effective management of urgent issues.
- I maintain strong communication with third parties, customers, and internal teams to ensure timely resolution of challenges, effectively applying negotiation skills to align customer expectations, and achieve mutually beneficial outcomes.
- Focusing on optimizing processes and finding efficient solutions.
Lead - Call Centre
Trustpower
Tauranga, tauranga
04.2021 - 11.2022
- Monitored agent adherence, and provided follow-up when needed.
- Handled escalated customer calls, resolving issues on the spot, or through timely follow-up.
- Delivered training for new agents, and offered ongoing support through regular one-to-ones.
- Provided support to management, and communicated advice for account resolutions.
Call Center Representative
Trustpower
Bay of Plenty, Tauranga
11.2018 - 04.2021
- Handled customer inquiries through phone, web chat, and emails, providing on the spot resolution or timely follow-up.
- Documented customer interactions in the CRM system accurately.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Supported a wide range of issues, from general account and billing queries to complex troubleshooting for mobile, fibre, wireless broadband, and copper services.
Skills
- Frontline customer service (phone, email, webchat face-to-face)
- First call resolution or timely manner
- Strong communication skills
- Resilient
- Demonstrated ability to retrain and retain new information efficiently
- Task prioritization
References
References available upon request.
Timeline
Revenue Assurance
Trustpower/Mercury
11.2022 - Current
Lead - Call Centre
Trustpower
04.2021 - 11.2022
Call Center Representative
Trustpower
11.2018 - 04.2021
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