Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Christopher Kelly

Christopher Kelly

North Shore, Auckland

Summary

Over 5 years’ experience in claims management and administrative operations, successfully resolving complex homeowner claims and streamlining financial and operational processes. Recognized for improving workflows, delivering timely solutions, and collaborating effectively with stakeholders to achieve organisational goals.

Overview

12
12
years of professional experience

Work History

Reputation & Resolutions Coordinator

Bachcare - The Holiday Home Company
11.2021 - Current
  • Manage homeowner damage claims and financial decision-making, including invoicing, settlements, and payment allocations.
  • Build and maintain strong relationships with property owners, ensuring clear communication and trust throughout the claims and review process.
  • Oversee guest reviews, reputation management, and distribution of feedback to drive service quality and brand consistency.
  • Apply case management expertise with consistent follow-up to achieve timely and satisfactory resolutions.
  • Conduct investigations and collect evidence to support fair and accurate claim outcomes.
  • Collaborate with internal teams to address review trends, contributing to improvements in guest experience and company procedures.

Digital Customer Consultant

Fisher & Paykel Appliances
08.2020 - 11.2021
  • Delivered premium customer service through live chat, email, and phone.
  • Provided troubleshooting and technical support for appliances, managing end-to-end case resolution.
  • Managed appliance changeovers, refunds, and food-loss claims.
  • Scheduled technician visits and maintained up-to-date technical knowledge.

Covid-19 Service & Support Advisor

Health-Line New Zealand
02.2020 - 09.2020
  • Assisted with high-volume inbound calls related to COVID-19 inquiries.
  • Scheduled nationwide testing, and provided the latest updates on government policies.
  • Conducted health check-ups for individuals in quarantine, ensuring clear communication, and support.

Senior Banquets Attendant

Cordis Auckland Hotel
05.2019 - 04.2020
  • Managed event set-ups, from small meetings to large-scale conferences, ensuring timely execution.
  • Led teams in delivering high-quality service during large dinner events for up to 800 guests.
  • Upheld exceptional customer service in a 5-star hotel environment.
  • Asked questions and looked for root cause of complaints, obtaining sufficient information to refer to supervisor.
  • Resolved guest complaints to maintain complete customer satisfaction.

Delivery Specialist

DHL
06.2018 - 03.2019
  • Delivered goods and appliances, providing technical support and installation services.
  • Managed route planning, paperwork, and customer communications to ensure smooth deliveries.
  • Provided training on proper handling procedures for new employees in the department.
  • Responded quickly to any changes or unexpected delays during deliveries.

Delivery Specialist

Coca-Cola
12.2017 - 03.2018
  • Delivered large items such as vending machines and refrigerators across NSW, ensuring safety and compliance.
  • Operated manual and mechanical equipment safely to minimize injury and accident risks.
  • Managed accurate recordkeeping by distributing invoices, collecting payments and updating logs.

Delivery Porter, Home Installation

John Lewis
11.2013 - 09.2016
  • Delivered and installed premium goods, including TVs and furniture, ensuring excellent customer service.
  • Communicated with dispatching regarding changes to routes, deliveries and orders.
  • Mapped routes and specific locations using local road knowledge and GPS software.
  • Exceeded customer satisfaction by finding creative solutions to problems.

Education

High School Diploma -

Brownhills Community Technology College
01-2006

Walsall College of Arts & Technology
Walsall
01-2009

Skills

  • Customer Service & Relationship Management: Approachable, professional, and solution-driven Skilled at resolving complex issues while maintaining positive relationships
  • Collaboration & Stakeholder Coordination: Reliable and adaptable team player, experienced in liaising with finance, sales, contractors, and internal teams to achieve efficient outcomes
  • Technical Proficiency: Advanced knowledge of Salesforce, Outlook, Word, Excel, Microsoft Teams, Braintree, and Backend systems Quick to learn and adapt to new CRM and management platforms
  • Financial Administration & Claims Management: Experienced in invoicing, payment allocation, collections, and financial decision-making Skilled in managing claim settlements and ensuring accurate, timely financial processing

Languages

English
Native or Bilingual

Timeline

Reputation & Resolutions Coordinator

Bachcare - The Holiday Home Company
11.2021 - Current

Digital Customer Consultant

Fisher & Paykel Appliances
08.2020 - 11.2021

Covid-19 Service & Support Advisor

Health-Line New Zealand
02.2020 - 09.2020

Senior Banquets Attendant

Cordis Auckland Hotel
05.2019 - 04.2020

Delivery Specialist

DHL
06.2018 - 03.2019

Delivery Specialist

Coca-Cola
12.2017 - 03.2018

Delivery Porter, Home Installation

John Lewis
11.2013 - 09.2016

High School Diploma -

Brownhills Community Technology College

Walsall College of Arts & Technology

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Christopher Kelly