Catherine Marange
Ramarama,Auckland
Summary
Experienced Administrator with a proven track record in improving business efficiency and operations. Demonstrated ability to quickly learn new information and adapt to changing environments. Skilled in acquiring knowledge and applying it effectively. Committed to continuous learning and successfully navigating change.
Overview
9
9
years of professional experience
Work History
Administrator
New Zealand College of Public Health Medicine
Wellington CBD, Wellington
05.2023 - 08.2024
- Provided administrative support to senior leadership, including the General Manager and Senior Advisor.
- Managed meeting schedules, calendars, and prepared/distributed documents for key College meetings (AGM, Council, Committees).
- Arranged venues, catering, travel, and accommodation for College events.
- Maintained accurate registers, records, and the College database, ensuring all information was up to date.
- Established and maintained strong relationships with College members, responding to queries and updating the membership database.
- Supported the College’s continuing professional development programme, including the annual review and audit process.
- Assisted in organizing the NZCPHM Annual Scientific Meeting (ASM) and other College events, handling logistics, communications, and programme development.
- Contributed to the development of newsletters, website updates, and other College communications.
- Responded to incoming emails and phone queries, and performed other duties as required.
Customer Service Coordinator
Sitel New Zealand
Auckland CBD, Auckland
04.2022 - 04.2023
- Provided excellent customer assistance through various communication channels, including phone, SMS, and email utilizing CRM software. Successfully handled inquiries and resolved technical problems.
- Maintained high service standards by actively listening to identify customer needs and providing personalized solutions.
- Collaborated with engineers to identify and rectify product bugs while promoting necessary improvements in response to customer feedback.
- Suggested enhancements in response to customer feedback and identified trends for improved systems, procedures, and product functionalities.
- Maintained adherence to various policies, procedures and relevant legislative requirements including Privacy Act, EEO and OH&S.
- Resolved customer complaints promptly, escalating issues as required, and actively participating in ongoing improvement efforts.
- Supported teamwork within the call center by fostering strong collaboration and effective relationships with colleagues.
- Consistently met performance targets, providing essential feedback on systems and operations, contributing to business improvement initiatives.
Customer Service Lead
Lagardere AELIA
Auckland CBD, Auckland
02.2019 - 03.2022
- Provided expertise on product knowledge, services, policies and procedures to customers.
- Maintained accurate records of customer interactions and transactions.
- Resolved escalated issues from team members or customers in an efficient manner.
- Reviewed customer feedbacks to identify areas for improvement in products and services.
- Analyzed customer data to provide insights on trends, preferences and needs.
- Identified opportunities to increase sales through cross-selling products or services.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
Administrator/ Customer Service Representative
WINC
Auckland CBD, Auckland
02.2018 - 01.2019
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Provided general administrative support to staff members.
- Performed data entry tasks into computer databases from paper documents.
- Monitored emails, sorted mail and distributed correspondence accordingly.
- Managed office supplies inventory and placed orders when necessary.
- Answered incoming calls and responded to customer inquiries.
- Gathered customer feedback through surveys and used the data to improve customer service.
Customer Service Representative
Sky Television
Auckland CBD, Auckland
11.2015 - 12.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
Bachelor of Science - Psychology
Auckland University of Technology
Auckland, NZ08-2019
Skills
- Office Administration
- Executive Support
- Events Coordination
- Scheduling
- Meeting facilitation
- MS Office
- Attention to Detail
- Office Management
- Customer Retention
- Call Monitoring
- Clerical Support
- Skilled multi-tasker
- Customer-focused
- Complaint resolution
References
Pam Watson (General Manager, NZCPHM)
Mob : 0211442467
Samantha Yasaraboina (Former Team Leader at Sky Television)
Mob : 02118252561
Shahab Wasa ( Night Manager at AELIA)
Email: s.wasa@lagardere-traspac.com
Mob: 021 682 020
(AELIA Duty Manager Work Phone: 021 801 684)
Timeline
Administrator
New Zealand College of Public Health Medicine
05.2023 - 08.2024
Customer Service Coordinator
Sitel New Zealand
04.2022 - 04.2023
Customer Service Lead
Lagardere AELIA
02.2019 - 03.2022
Administrator/ Customer Service Representative
WINC
02.2018 - 01.2019
Customer Service Representative
Sky Television
11.2015 - 12.2017
Bachelor of Science - Psychology
Auckland University of Technology
Similar Profiles
Yashi LobindYashi Lobind
Educators Program Coordinator at The Australian and New Zealand College of Anaesthetist and Faculty of Pain MedicineEducators Program Coordinator at The Australian and New Zealand College of Anaesthetist and Faculty of Pain Medicine
Frank StanekFrank Stanek
IT Professional at School Of Medicine & Public Health - DOMIT Professional at School Of Medicine & Public Health - DOM
Meaka MekonnenMeaka Mekonnen
Project and Research Intern at University of Gothenburg (School of Public Health and Community Medicine Sahlgrenska AcademyProject and Research Intern at University of Gothenburg (School of Public Health and Community Medicine Sahlgrenska Academy