Brittany Waine
Wellington,New Zealand
Summary
Collections Officer with fantastic customer service and customer relations skills. Willingness to contribute to the overall team's success. Excellent negotiation skills and remain calm under pressure. Stepping up as a Go to person for the team, updating them on changes planning team meetings, huddles and one source weekly's, also working with other managers and notifying them of any changes so they can advise their teams, Buddying with new staff to help them in their training for when they start answering calls. Maintaining the overall workflow for the team and keeping the team morale up whilst managing my own work stats.
Overview
3
3
years of professional experience
Work History
Collections Officer
Ministry Of Justice
01.2023 - Current
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with Participants, with open lines of communication throughout the collections process and maintaining the trust of the caller for good resolutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Verified and reviewed customer account information.
- Evaluated customer financial situations, offering solutions towards a successful repayment plan.
- Received inbound calls and answered questions from participants satisfactorily.
- Participated in regular meetings with managers to discuss goals, share best practices, and address any challenges.
- Buddying with new staff, having them listen to call, showing them the systems we use and explaining the processes
- Being a go to person for the team, when managers are away and helping others when they need assistance.
- Continuously sought opportunities to enhance personal knowledge and skills through professional development courses, seminars and training.
- Maintained high volume of calls to manage call flow and maintain call queues.
- Achieved performance goals on consistent basis.
Contact Service Consultant
ANZ
01.2022 - 01.2022
- Answering calls in a cost effective and timely manner, to help manage the call queues.
- Provided information about service procedures and expected timelines.
- Documented payment details and personal information on customer accounts.
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
- Provided exceptional support to customers, resulting in a significant decrease in complaint rates.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Suggested additional services to customers in order to meet upsell goals.
Shift Leader/Barista
Naumi Hotel
01.2021 - 01.2022
- Trained new employees and delegated daily tasks and responsibilities.
- Maintained a clean and safe work environment while ensuring all employees adhered to safety guidelines and protocols.
- Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
- Provided ongoing training for new hires, fostering a positive team atmosphere that encouraged growth and development.
- Served as a reliable point-of-contact for upper management when needed, effectively communicating any issues or successes from daily operations.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Collaborated with other shift leaders to maintain consistent standards across all shifts, promoting a cohesive workplace culture.
- Enhanced customer satisfaction through prompt and courteous service, addressing concerns immediately.
Education
Tourism, Hotels & Resorts Level 4 & Level 5 -
New Zealand School of Tourism
01.2022
National Certificate in Early Childhood Level 3 -
Training 4 U
01.2015
Skills
- Strong negotiation skills
- Goal Oriented
- Processing payments
- Knowledge of payment plans
- Clear Communication
- Decision-Making
- Conflict Resolution
- Training and Teaching
- Call Control
- Team Leadership Qualities
- Leading Team Meetings
References
- Jennifer Gilbertson-Small, 021 967 238
- Roy Alcazar, 027 487 0275
Timeline
Collections Officer
Ministry Of Justice
01.2023 - Current
Contact Service Consultant
ANZ
01.2022 - 01.2022
Shift Leader/Barista
Naumi Hotel
01.2021 - 01.2022
Tourism, Hotels & Resorts Level 4 & Level 5 -
New Zealand School of Tourism
National Certificate in Early Childhood Level 3 -
Training 4 U
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