Claudia Martell

With my experience in this role, I have been able to gain expertise in educating customers on ASB's digital and self-service channels. I am confident in my learning of ASB's products and services, as well as how to ask the appropriate questions to uncover and support my customer's needs.

• Organised and facilitated group activities with a focus on improving the quality of everyday customer service and processes.
• Organised material into columns, tables, and highlighted bullet points using my OneNote application in relation to my development and learning.
• Achieving independence and confidence as an individual, using my own methods to gain an understanding of a process, to avoid unnecessarily relying on others.

During my time in hospitality (intentions to travel with this experience), I coordinated events and meetings, ensuring seamless execution gaining guest satisfaction. Events such as the famous Opera nights, wine tasting and more.

• Managed inventory and supplies, making suitable adjustments for cost efficiency.
• Trained and mentored staff to enhance service quality and efficiency.
• With this opportunity I was able to meet and assist a diverse clientele, supporting my confidence in communication with a range of individuals.

• Encouraged by Erin Evans to apply for this role based on my customer interactions and genuine empathic customer service feedback. Erin had worked for ASB for a long period of time following moved into a management role in the BNZ customer assist department.
• Winner of the Customer Assist Quarterly Awards 2022 for recognised efforts in customer service and relationships.
• Maintained a high level of compliance by continuously learning and perfecting customer conversations covering naturally all required areas.
• Approached by our vulnerable customers support team and encouraged to step into a more in depth customer conversation role as my skillset delivered above expectation.

• Enhanced customer satisfaction by addressing inquiries promptly and courteously.
• Strengthened customer relationships by prioritising further follow-up and contact when required.
• Drove continuous career improvement by creating great team relationships and being eager to learn from my colleagues and management.
• Maintained an organised workspace, contributing to an efficient work environment and quicker response times.
• Managed high-stress situations effectively by staying calm and communicating clearly.

• Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
• Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
• Responded to customer concerns, working alongside my store manager to significantly raise customer satisfaction ratings.
• Resolved escalated customer issues effectively leading to improved customer satisfaction rates.