AURIANA NGAIKA
Hamilton
Summary
A polite, friendly and a self motivated person with an extensive background within an Admin/ customer services or Transport role. With 5+ years’ proven track record of managing all activities within the office. Demonstrated ability to handle visitors, direct calls, schedule meetings and distribute correspondence. I am accustomed to working in a challenging faced paced environment. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Ministry Of Social Development
10.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- 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.
- 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.
- Responded to customer requests for products, services, and company information.
Customer Support Representative
THE WAREHOUSE GROUP
01.2021 - 02.2022
- Managing customer enquiries
- Adapting from phone to email when required
- Running efficient case management and follow-up within agreed timeframes
- Keep up to date with all new processes, procedures, and products
- Monthly KPI documents
- Data entry
- Book repairs/ replacement items
- Excel reporting
- Work within a call centre environment
- Liaise with different stores
Bookings Administrator & Customer Service
OK HEALTH
11.2019 - 04.2020
- Collecting, maintaining, and recording all required customer information
- Manages customer and client requests (Auckland and Hamilton branches)
- Early identification of any potential issues and pro-actively acts
- Manage any follow-up required as a result of the assessments completed
- Booking requests are responded to within 4 hours of being received
- Pre-employment and drug test requests are processed as a matter of priority
- Files, forms and worksheets are prepared daily for completion by clients and nurses
- Follow-up bookings are managed
- Data entry of completed assessments + original forms
- Filing is maintained and up to date (hard copies + digital)
- Scheduling of work (Appointments with our Nurses)
- Actively communicating with management and other offices regarding workloads (Nationwide.)
- Forecasting and anticipating up and coming workloads
- Telephones and emails are attended / answered in a timely manner
- Ordering stationery
- Setting up and organising weekly meetings
Operations Manager
Tiger Transport Ltd
12.2017 - 12.2018
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Booking accommodation for truck staff
- Monthly KPI documents
- General Disciplinary meetings
- Knowledge of Eroad and iBright
- Organising repairs for damaged furniture
- Liaising with insurance companies
- Planning monthly meetings
- First point of contact for clients / Staff
- Vehicle Maintenance (repairs, COF’s and Rego’s)
Transport Administrator
Mondiale Freight Services
07.2016 - 12.2017
- Supervised department personnel by assigning and directing daily tasks as well as evaluating performance to enhance productivity and resolve problems.
- Observed staff to review compliance and safety to minimize losses due to violations or damage.
- Coordinated driver dispatch to accomplish daily delivery requirements.
- Prepared and updated employees' daily work schedules and resolved delivery problems.
- Oversaw team of 8 drivers by reviewing performance to promote timely and efficient deliveries and operations.
- Customer Service
- LCL Bookings (Loose container loads)
- Export Bookings
- Excel Reporting
- Manual Bookings
- Driver Timesheets
- Linehaul bookings
- POD’s
Administrator
Tiger Transport Ltd
06.2012 - 07.2016
- Maintained personnel records and updated internal databases to support document management.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
Education
Level 2: Business, Admin And Computing -
Academy New Zealand
Otahuhu, NZ01.2011
NCEA Level 1 - 3 -
Alfriston College
Manurewa, NZ11.2010
Timeline
Customer Service Representative
Ministry Of Social Development
10.2022 - Current
Customer Support Representative
THE WAREHOUSE GROUP
01.2021 - 02.2022
Bookings Administrator & Customer Service
OK HEALTH
11.2019 - 04.2020
Operations Manager
Tiger Transport Ltd
12.2017 - 12.2018
Transport Administrator
Mondiale Freight Services
07.2016 - 12.2017
Administrator
Tiger Transport Ltd
06.2012 - 07.2016
Level 2: Business, Admin And Computing -
Academy New Zealand
NCEA Level 1 - 3 -
Alfriston College
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