Courtney Latu
Highland Park,Auckland
Summary
25 Years old, currently working for a company called Shopify. Experience in running a small side business also.
Effective communication and well-developed troubleshooting skills honed across an 8-year career history. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Perform well when working under pressure. Highly motivated person, with a happy disposition and a positive outlook to the things personally achieved.
Overview
9
9
years of professional experience
Work History
Social Care Specialist
Shopify
09.2021 - Current
- Handling all support or company mentions that appear on Twitter, Facebook, Apple App Store, Android App Store and Youtube
- Overlooking social team and providing help when needed for high pressure situations.
- Responding to inquiries and engaging with followers to build community and support customer engagement.
- Carefully curating responses to social posts related to Shopify and posted by accounts of high followings (10,000 plus followers)
- Handling scheduling of my own work day and ensuring I am able to complete my tasks for the day and KPIs for the week.
- Established projects within overall Social team and taking charge of virtual events.
- Guiding merchants with issues on their websites
- Providing business advice to merchants based on analytics and websites
Self Employment
Soul'd
07.2020 - 01.2023
- Responding to emails from customers and suppliers
- Running website, updating inventory and uploading new products.
- Promoted business via social media to generate leads and maximize brand identity.
- Fulfilled customer shipping needs by completing all purchase orders and customer invoices.
- Researched trends and current innovations to determine competition and develop competitive pricing points.
- Participated in business events, conferences and trade shows to promote products and network with business owners and prospective clients.
- Interacted well with customers to build connections and nurture relationships.
Support Advisor
Shopify
03.2021 - 09.2021
- Monitored systems in operation and quickly troubleshot errors.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Guiding merchants with issues on their websites
- Providing business advice to merchants based on analytics and website
- Complete emails daily to merchants based in the US West
- Interacting with merchants - 3 chats simultaneously according to schedule
- Speaking with merchants over the phone regarding their websites
- Advocating for merchants and the Shopify platform by communicating with stakeholders.
Collections Agent
Red Rat Clothing
08.2017 - 07.2020
- Admin work - dropping notes on accounts, loading workflows, setting up payments, changing contact details, sending emails to customers and staff
- Recovery - I was also appointed as the primary recovery agent which meant I dealt with all customers that have been referred to Baycorp but with no successful result.
- Achieved performance goals on consistent basis.
- Persistently reached out to customers with extremely past due accounts to recover amounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
- Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.
- Trained new team members on scripts, company services, and collection strategies.
Customer Service Representative
Statistics New Zealand
05.2017 - 08.2017
- Making outbound calls to businesses following up on surveys that have not been returned to Stats NZ
- Educating businesses of the importance and purpose of the surveys
- Dealing with refusals and difficult calls
- Working with excel, microsoft, outlook, pdf files and systems used to collect and store data.
Loader
Aviation Security Service (AVSEC)
11.2016 - 02.2017
- Interacting with passengers, airline crew and airport staff
- Asking passengers to remove liquids, aerosols and gels from their carry on baggage
- Advising customers of the requirements to remove items from their pockets
- Maintaining high customer service, remaining polite and well presented
- Dealing with unattended bags
- Dealing with passenger concerns and ensuring their safety when passing through the screening point.
Inventory Checker
The Warehouse
10.2015 - 10.2015
- Use of company IPod to correctly scan quantity and type of products
- Ensure that products were placed back in same order
- Communication skills required with Team Leader and members.
Customer Service
Shanton
03.2015 - 05.2015
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Prioritized helping customers over completing other routine tasks in store.
- Ensure store was presentable eg: folding clothes, neatly placing items in correct designated areas
- Managing customers changing rooms ensuring security & health policies were adhered to
- Observe cash handling of till.
Education
High School Diploma -
Auckland Girls Grammar School
Auckland, New Zealand12.2015
Skills
- Experience in Microsoft Word, Powerpoint, Excel and Google Software
- Troubleshooting
- Research
- Information Updates
- Data Entry
- Conflict Resolution
- Organizational Skills
- Written Communication
- Customer Focus
- Computer Literacy
- Problem Solving
- Positive Attitude
- Call Center Experience
Hobbies and Interests
I am an outgoing individual with a very bubbly personality. I enjoy interacting with new people; I like challenges, anything that gets placed before me I strive to accomplish it to a good standard. A perk of having work experience in the customer service field , is it has given me the opportunity to interact and engage with different people of all backgrounds, ethnicities and culture. I am very fond of the work I get to do outside of my salary job, which includes administration and secretary duties for BOLDD Ministry.
Timeline
Social Care Specialist
Shopify
09.2021 - Current
Support Advisor
Shopify
03.2021 - 09.2021
Self Employment
Soul'd
07.2020 - 01.2023
Collections Agent
Red Rat Clothing
08.2017 - 07.2020
Customer Service Representative
Statistics New Zealand
05.2017 - 08.2017
Loader
Aviation Security Service (AVSEC)
11.2016 - 02.2017
Inventory Checker
The Warehouse
10.2015 - 10.2015
Customer Service
Shanton
03.2015 - 05.2015
High School Diploma -
Auckland Girls Grammar School
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