Coel A Morgan
Hamilton,WKO
Summary
Results-driven individual with a strong history of delivering high-quality work and achieving company goals. Excellent communication and teamwork abilities combined with a commitment to exceptional service. Passionate about continuous learning and professional development.
Overview
22
22
years of professional experience
1
1
Certificate
Work History
Customer Support Account Manager
TerraCAT
Pukete, Hamilton
11.2021 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed the development of a comprehensive knowledge base used by team members when responding to customers' queries.
- Analysed call centre data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Liaised with other departments such as marketing, sales, IT to ensure smooth functioning of all activities related to customer service operations.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Evaluated and authenticated returns, exchanges and voids.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Led team engagement to assist cross-functional departments and achieve goals.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Explained benefits, features and recommendations to maximize client retention.
- Processed documentation and troubleshot discrepancies to build client rapport.
- Organized client contracts, records and reports to strengthen traceability.
- Audited customer account information to identify issues and develop solutions.
- Reviewed accounts for payments received or approved credit arrangements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Analysed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training and teambuilding activities.
Service Advisor
TerraCAT
Wiri, Auckland
07.2019 - 11.2021
- Greeted customers and addressed their needs in a professional manner.
- Provided accurate estimates of repair costs, labor times, and parts prices to customers.
- Maintained records of customer interactions and transactions.
- Assisted with scheduling appointments for service work to be performed on vehicles.
- Inspected vehicles for needed repairs or maintenance services and advised customers accordingly.
- Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
- Explained the features and benefits of products or services offered by the dealership to customers.
- Prepared invoices for services rendered and collected payments from customers.
- Resolved customer complaints in an efficient and courteous manner.
- Ensured that all customer inquiries were handled promptly and accurately.
- Tracked customer requests, comments, problems, issues and resolutions within designated systems.
- Developed strong relationships with customers by providing exceptional customer service.
- Upsold additional products or services when appropriate.
- Adhered to all safety regulations while performing vehicle inspections or servicing procedures.
- Promptly responded to customer inquiries via phone, email or in person.
- Participated in ongoing training activities related to automotive technology advancements.
- Demonstrated knowledge of advanced diagnostic equipment used in the shop.
- Compiled reports detailing sales volumes, product performance metrics, customer satisfaction ratings.
- Managed incoming calls from potential customers looking for quotes or information about services provided at the dealership.
- Followed up with existing customers regarding past services performed on their vehicles.
- Handled telephone inquiries regarding appointments and work in process.
- Answered phone calls and responded to questions and concerns.
- Calculated materials, supplies and labour costs to develop estimates and prepare work orders.
- Used knowledge of services to recommend additional products and offerings to customers.
- Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
- Researched coverages under warranties and determined requirements for coverage.
- Examined records and papers to verify warranty and service contract coverage.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Documented and scoped actions taken to resolve issues after service calls.
- Utilized in-house systems and software to drive customer interaction and communication through service process.
Automotive Electrician
Total Mine Maintenance
Brisbane CBD, Brisbane Australia
09.2018 - 06.2019
- Installed wiring harnesses and connectors for vehicle components such as lights, radios, air conditioners and power windows.
- Performed routine maintenance on automotive electrical systems to ensure proper functioning.
- Diagnosed malfunctions in electrical circuits using specialized testing equipment.
- Followed manufacturer's instructions to install complete wiring systems in refurbished mining equipment.
- Created diagrams of complex electrical systems for troubleshooting purposes.
- Assembled custom wiring harnesses for special applications, such as off-road vehicles.
- Analysed test results from diagnostic tools to determine necessary repairs or replacements of parts.
- Maintained accurate records of all repair activities performed on each vehicle.
- Ensured that all safety protocols were followed when working with high voltage electricity.
- Utilized schematics to accurately diagnose issues with vehicle electronics.
- Worked closely with other technicians in order to complete jobs efficiently and effectively.
- Researched solutions for difficult repair problems using online resources or consulting experts within the field.
- Prepared detailed reports outlining diagnosis procedures and recommended actions for each job completed.
- Repaired parts and equipment using industry-specific tools.
- Tested auto equipment for proper functionality and managed components and control systems.
Service Supervisor
Heb construction
Drury
06.2017 - 08.2018
- The role consists of staff management of a small, but highly skilled team of technical staff.
- The overall job management of a large fleet of road-going heavy and light fleet.
- Along with an extensive range of construction equipment and small subsidiary plant.
- Due to the large amount of equipment, tasks are prioritized and outsourced as required to ensure quick turnaround.
- With this outsourcing of work comes the requirements of cost control and inspection of suppliers.
- Assigned, trained and managed service staff to ensure quality customer service.
- Monitored daily performance of team members to ensure compliance with company standards.
- Developed and implemented departmental policies and procedures for efficient operations.
- Performed regular inspections of work areas to identify potential safety hazards.
- Ensured all equipment was maintained in safe working order by performing regular maintenance checks.
- Coordinated with other departments to resolve customer complaints promptly and effectively.
- Conducted weekly meetings with team members to discuss goals and objectives.
- Maintained comprehensive records of employee attendance, performance reviews, and disciplinary actions taken.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Identified training needs among staff members and provided appropriate coaching sessions.
- Implemented new technology systems designed to improve efficiency and accuracy of services.
- Provided guidance on best practices related to customer service processes.
- Created detailed reports outlining operational metrics such as sales figures, labour costs.
- Built strong relationships with customers through effective communication skills.
- Established clear expectations for employees in terms of job duties and responsibilities.
Marine & Equip Service Tech
Transdiesel
Manukau, Auckland
08.2015 - 06.2017
- Providing technical services to a wide range of customer base.
- During my daily role, I am exposed to customer service on a front-line basis, providing estimates for repairs, along with providing a practical and professional service to the high quality that is consistently required.
- During my time of employment at Transdiesel, I have found myself mentoring and helping the other tradesmen within the workshop in personal development and trade skills.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Maintained updated knowledge through continuing education and advanced training.
- Assisted with customer requests and answered questions to improve satisfaction.
- Planned and completed group projects, working smoothly with others.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Exceeded customer satisfaction by finding creative solutions to problems.
Mechanic / Auto Electrician
Hart automotive electrical
Papakura, Auckland
03.2014 - 08.2015
- Carrying out maintenance and servicing of a wide range of equipment.
- Ranging from small ride-on mowers, right up to heavy civil construction equipment, and road transport vehicles.
- During my daily routine, I have the responsibility of costing the repairs, keeping up customer relations, and assisting with the management of jobs.
- During my period of employment, I have assisted in the workshop, placing top Auto Electrical workshop Auckland as judged by MTA at the recent awards night.
- Utilized computer diagnostic equipment to troubleshoot electrical issues in vehicles.
- Diagnosed mechanical problems on a wide variety of vehicles using specialized tools and equipment.
- Tested components with appropriate instruments to ensure proper operation.
- Identified additional needed repairs by conducting visual inspections of the vehicle's interior and exterior.
- Repaired or replaced faulty wiring harnesses in order to restore proper functioning of electrical systems.
- Maintained accurate records of work performed in accordance with company standards.
- Provided estimates for labour costs associated with repair projects prior to commencement of work.
- Ensured safety protocols were followed while working on vehicles.
- Consulted with customers regarding service options available based upon their needs.
- Explained technical diagnoses and needed repairs to non-mechanical individuals who lack technical knowledge.
- Assisted fellow mechanics when necessary during complex repairs.
- Adhered strictly to safety requirements when operating machinery or handling hazardous materials.
- Researched parts availability from vendors in order to complete repairs efficiently.
Tutor
Manukau Institute of Technology
Manuakau, Auckland
02.2013 - 02.2014
- Developed greatly in the understanding of youth development in young future apprentices
- My key responsibility was the delivery of unit standard based training that aligns with the NZQA framework; this included the development of practical training aids and training resources
- Currently undertaking unit standard 4098 use standards to assess candidate performance
Lance Corporal Vehicle Mechanic
New Zealand Army
Linton, Palmerston North
01.2003 - 02.2013
- Conducted routine maintenance and repairs on a vast fleet of vehicles utilized by the Army for operational and training missions.
- Demonstrated expertise in overseeing production output as part of a first-line management position.
- Attained National Certificates in Automotive Electrical Engineering, Automotive Heavy Engineering, and Road Transport.
- Operational service to Afghanistan in March of 2009.
- Performed diagnosis and repair of automotive electrical systems, including wiring harnesses, fuses, relays.
- Repaired and replaced defective mechanical parts such as valves, bearings, gears, brakes, clutches and other components.
- Troubleshot and repaired fuel injection systems on a variety of vehicles.
- Inspected vehicle engines to identify potential issues or problems with performance.
- Diagnosed engine malfunctions using computerized diagnostic equipment.
- Replaced worn or damaged parts with new ones following manufacturer's specifications and guidelines.
- Performed routine maintenance services such as oil changes, tune-ups and brake repairs.
- Analysed test results from computerized diagnostic tests to determine necessary repairs or replacements.
- Tested batteries with specialized diagnostic tools to assess levels of charge remaining in the cells.
- Maintained accurate records of all service performed on each vehicle.
Education
National Certificate Automotive Heavy Engineering - Automotive Engineering
New Zealand Qualifications Authority
11-2014
National Certificate Business - Business Management
New Zealand Qualifications Authority
05-2009
National Certificate Adult Education And Training - Education
New Zealand Qualifications Authority
05-2009
National Certificate in Automotive Electrical Engineering - Automotive Electrical Engineering
New Zealand Qualifications Authority
09-2007
Bachelor of Business - Business Management
New Zealand Qualifications Authority
Currently EnrolledSixth form Certificate - Entry to Automotive Trades
Manurewa High School
Skills
- Account Management
- Administrative Support
- Attention to detail
- Call Monitoring
- Computer literacy
- Conflict Management
- Continuous Improvement
- Coordinating Service Initiatives
- Cross-Functional Collaboration
- Customer Relationship Management (CRM)
- Customer-focused
- Deadline-oriented
- Decision-Making
- Employee Scheduling
- Excellent time management skills
- Financial literacy
- Handling Escalations
- Information Security
- Microsoft Dynamics - NAXT Service experience
- Personnel management
- Problem-Solving
- Product Knowledge
- Project Management
- Quality Assurance
- Report Preparation
- Sales proficiency
- Sales Promotion
- Schedule Coordination
- Service Delivery Optimization
- Staff Management
- Superior computer skills
- Tactful and diplomatic
- Talent Development
- Team Building and Leadership
- Technical Support
- Training and mentoring
- Work Prioritization
- Workflow Management
- Workforce Management
Certification
- National Certificate in Automotive Electrical Engineering
- National Certificate in Automotive Heavy Engineering Road Transport
- National Certificate Business (First Line Management)
- National Certificate Adult Education and Training
- Health and safety representative level 3
Affiliations
- Operational service to high conflict environment within Afghanistan.
- Global Finalist in Caterpillar sales awards 2023
- Asia pacific reprehensive in Caterpillar Global sales 2023
Timeline
Customer Support Account Manager
TerraCAT
11.2021 - Current
Service Advisor
TerraCAT
07.2019 - 11.2021
Automotive Electrician
Total Mine Maintenance
09.2018 - 06.2019
Service Supervisor
Heb construction
06.2017 - 08.2018
Marine & Equip Service Tech
Transdiesel
08.2015 - 06.2017
Mechanic / Auto Electrician
Hart automotive electrical
03.2014 - 08.2015
Tutor
Manukau Institute of Technology
02.2013 - 02.2014
Lance Corporal Vehicle Mechanic
New Zealand Army
01.2003 - 02.2013
National Certificate Automotive Heavy Engineering - Automotive Engineering
New Zealand Qualifications Authority
National Certificate Business - Business Management
New Zealand Qualifications Authority
National Certificate Adult Education And Training - Education
New Zealand Qualifications Authority
National Certificate in Automotive Electrical Engineering - Automotive Electrical Engineering
New Zealand Qualifications Authority
Bachelor of Business - Business Management
New Zealand Qualifications Authority
Sixth form Certificate - Entry to Automotive Trades
Manurewa High School
References
- Peter Swan, Parts Manager Cable Price - 027 5638050
- Gary Steed, Manager Customer Support TerraCAT - 027 2679968
- Josh Hetariki, Former Service Manager, TerraCAT - 021 599078
- Hamish Kirkness, Planner Scheduler, New Zealand Steel - 021 395782
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