Summary
Overview
Work History
Education
Skills
Activities And Honours
Languages
Timeline
Generic

CHRISTINE MEPHAN

Mangere

Summary

Analytical Operations Specialist with sound knowledge of identifying efficiency and cost saving initiatives. Able to adapt and remain flexible while managing multiple tasks at once. Exceptional understanding of customer issues and balancing this with Company guidelines. Proficient in using Opera, keeping record and reconciling to meet Monthly dues. Known for welcoming guests with positivity at all hours and quickly responding to room needs.

Overview

25
25
years of professional experience

Work History

Night Auditor

Novotel
02.2023 - Current
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Generated and printed daily financial reports to track hotel performance.

Switch Analyst

Mercury Energy
02.2018 - 04.2019
  • Defined application problems by consulting with clients to evaluate procedures and processes
  • Performed analysis to help solve diverse problems with program implementation and operations
  • Observed staff to study daily tasks regarding information processing and performance to better understand business system needs
  • Completed quality assurance reviews to assess accuracy of data and validate results
  • Assessed program risks by reviewing plans and analyzing available data
  • Mitigated operational and financial risks by researching and recommending process improvements
  • Process and reconcile monthly invoices for the Switch Department
  • Receive PO request and process accordingly and ready for use when required.

Customer Operations Representative

Mercury Energy
05.2017 - 02.2018
  • Completed diverse tasks on daily basis to serve customer needs, including processing and explaining to customers ways to save on power
  • Asked probing questions to determine service needs and accurately input information into electronic systems and arrange field call outs if required
  • Answer inbound calls per day and contractor calls directed to designated individuals and reach a conclusion for issues
  • Provided advice and front-line expertise to contractors, external and internal customers in order to improve power usage, save money, service and procedural standards
  • Documented conversations with customers to track requests, problems and solutions
  • Maximized customer satisfaction by handling customer email and telephone interactions each day
  • Fielded customer complaints and queries, fast-tracking them for problem resolution.

GLOBUG Administrator

Mercury Energy
09.2009 - 05.2017
  • Smoothly facilitated communication between departments, management and customers to resolve issues and achieve performance targets
  • Pitched in to help with office tasks, during busy periods and staff absences
  • Created and implemented administrative processes and procedures to prioritize job tasks and establish personnel responsibilities
  • Handled supply purchases and inventory management for office operations and equipment maintenance
  • Organized and maintained documents, files and records.

Credit Administrator

Mercury Energy Ltd
04.2007 - 09.2009
  • Reviewed customer financial data to ascertain level of risk involved for extending credit
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
  • Prioritized and organized tasks to efficiently accomplish service goals
  • Improved operations by working with team members and customers to find workable solutions
  • Process and reconcile monthly invoices for the Department
  • Receive PO request and process accordingly and ready for use when required.

Duty Manager, Night Auditor, Accounts Receivable

Rendezvous Hotel/Carlton Hotel
01.1999 - 03.2007
  • Helped improve customer service, quality assurance and service speed by developing and implementing successful solutions
  • Maintained professional manner in all customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach
  • Addressed internal and customer-related issues each day and affected strategic resolutions
  • Led staff meetings for team of 15-20 to communicate Daily briefing and shift directives
  • Completed all nightly updates to hotel rates and individual room charges
  • Coded invoices and other records to maintain organized and accurate records
  • Handled night audit paperwork, verification of daily room occupancy and hotel revenue reviews
  • Audited and balanced cash and credit transactions daily and reset register for next day's operations.

Education

Rongoa Maori, Te Ara Reo Maori Levels 1-5

Te Wananga O Aotearoa
Auckland, NZ
06.2022

Certificate of Front Office in Hospitality -

MIT
12.1993

Travel & Tourism -

Crowne Institute
12.1992

High School Diploma -

Glendowie College
12.1991

Skills

  • Information organization
  • Occupancy Rates Analysis
  • Customer relations
  • Data evaluation
  • Generating Reports
  • Front Desk Operations

Activities And Honours

Member, Glendowie College Alumni Association

Languages

Maori
Elementary

Timeline

Night Auditor

Novotel
02.2023 - Current

Switch Analyst

Mercury Energy
02.2018 - 04.2019

Customer Operations Representative

Mercury Energy
05.2017 - 02.2018

GLOBUG Administrator

Mercury Energy
09.2009 - 05.2017

Credit Administrator

Mercury Energy Ltd
04.2007 - 09.2009

Duty Manager, Night Auditor, Accounts Receivable

Rendezvous Hotel/Carlton Hotel
01.1999 - 03.2007

Rongoa Maori, Te Ara Reo Maori Levels 1-5

Te Wananga O Aotearoa

Certificate of Front Office in Hospitality -

MIT

Travel & Tourism -

Crowne Institute

High School Diploma -

Glendowie College

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CHRISTINE MEPHAN