Cecilia Paerau
Collingwood,QLD
Summary
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. Motivated individual with superior talent for getting up to speed quickly and driving sales. offer a flexible schedule to work peak seasonal hours. Deliver excellent customer service by practiced listening and speaking skills. Understands and utilizes sales, merchandising and marketing skills.
Overview
9
9
years of professional experience
Work History
Retail Support Specialist
Lotto New Zealand
New market , Auckland
04.2022 - 10.2026
- Managed high-volume customer and retail enquiries, delivering timely and professional support to enhance customer satisfaction.
- Resolved customer issues and coordinated outcomes through to completion.
- Built strong customer relationships through effective communication and diligent follow-up, fostering loyalty.
- Handled challenging customer situations professionally and maintained customer confidence.
- Collaborated with internal teams to investigate and resolve complex issues, ensuring customer concerns were addressed promptly.
- Managed competing priorities while maintaining accuracy and service standards.
- Maintained accurate customer and support records across multiple business systems.
- Used CRM, Symphony, Jira, Excel, Power BI and Databricks.
- Quickly learned new systems, processes and technology.
Inbound Supervisor
Probe/ Whakarongorau-Covid 19 Campaign
02.2020 - 04.2022
- Monitored call quality and provided targeted feedback to improve performance and address specific areas for development.
- Trained staff on customer service protocols and call resolution techniques, enhancing overall efficiency and productivity.
- Executed daily operational tasks with precision and attention to detail.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Customer Service Representative
ProbeCX/ Sky TV Campaign
02.2018 - 12.2019
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Delivered primary customer support to internal and external customers, ensuring timely resolution of inquiries and issues.
- Utilized company troubleshooting resolution tree to diagnose technical problems and implement effective solutions.
Education
NZ Certificate of Information Technology Essential - Computer And Information Sciences
Unitec
Mt Albert NZNZQA LEVEL 2,3 -
Avondale College
Skills
- Customer Service & Contact
Center - Client & Stakeholder Support
- Issue & Complaint Resolution
- Relationship Management
- Operational Support
- Inbound & Outbound Enquiries
- Data Analysis
- Microsoft Excel and Office
- CRM & Ticketing Systems
- Jira ticketing
- Accurate Record Keeping
- Problem Solving
- Data Analysis
Timeline
Retail Support Specialist
Lotto New Zealand
04.2022 - 10.2026
Inbound Supervisor
Probe/ Whakarongorau-Covid 19 Campaign
02.2020 - 04.2022
Customer Service Representative
ProbeCX/ Sky TV Campaign
02.2018 - 12.2019
NZ Certificate of Information Technology Essential - Computer And Information Sciences
Unitec
NZQA LEVEL 2,3 -
Avondale College