Benjamin Clark
Auckland,Hillcrest
Summary
Dependable and organised candidate, willing to learn and successful at managing multiple priorities with a positive attitude. Demonstrated excellent customer service and communication skills.
Overview
2
2
years of professional experience
Work History
Subject Matter Expert Support
Concentrix
Mt Albert, Auckland
02.2024 - Current
- Supported floor agents, answering questions, providing approvals, handling escalations, and resolving complaints effectively.
- Managed surveys for our team of 17, addressing detractors by investigating calls, conducting outbound customer calls, and referring cases to relevant business units as necessary. Followed up with coaching sessions to drive improvement.
- Collaborated with the Real Time Analyst team to optimise service levels, following up flagged schedule exceptions, assisting agents on lengthy calls, as well as soliciting and loading overtime when needed.
- Contributed to the implementation of an increased CDD role for Everyday Banking by absorbing new procedures and communicating them to floor agents in both planned and ad hoc settings.
Customer Service Representative
Concentrix
Mt Albert, Auckland
03.2023 - 02.2024
- Fielded inbound general banking calls on behalf of Westpac, assisting customers with queries including online banking, branch appointments, term investments, and security concerns.
- Consistently exceeded KPI expectations including customer surveys, QA scores, as well as call handle and after call work times.
- Assisted with training of new staff, including 1:1 buddying in initial two days taking calls, and as part of a 2 person team for first 3 weeks. Responsibilities included fielding questions, completing quality assurance by listening back to calls, and following up with 1:1 coaching as required.
Shift Supervisor
McDonald's Hillmorton - Whalley Group
Christchurch
05.2022 - 01.2023
- Oversaw all aspects of the operation of a busy restaurant, prioritising and delegating to deliver customers quality, service, cleanliness and value.
- Resolved customer queries and complaints, often by phone, following procedures and offering solutions to achieve customer recovery.
- Delivered on KPIs such as 'drive thru' times, sales, and labour targets, adapting to developing situations through the course of the shift.
- Trained new staff in McDonald's operations and procedures in a friendly and welcoming manner in order to effectively integrate them into the team.
- Completed cash handling tasks including balancing tills, verifying the backup fund and preparing deposits.
Education
Bachelor of Commerce (Incomplete) - Accounting
University of Canterbury
Christchurch, NZWestlake Boys' High School
11.2018
Timeline
Subject Matter Expert Support
Concentrix
02.2024 - Current
Customer Service Representative
Concentrix
03.2023 - 02.2024
Shift Supervisor
McDonald's Hillmorton - Whalley Group
05.2022 - 01.2023
Bachelor of Commerce (Incomplete) - Accounting
University of Canterbury
Westlake Boys' High School