Overview
Work History
Education
Skills
References
Summary
Timeline
Generic
Crystal Anniss

Crystal Anniss

Wellington

Overview

7
7
years of professional experience

Work History

Customer Service Representative

Ministry of Social Development
Lower Hunt, 5010
10.2017 - Current
  • Remained calm and professional in stressful circumstances, and effectively diffused tense conversations.
  • Answered client inquiries and provided accurate information regarding benefit entitlements. I ensure all clients receive their full and correct entitlements.
  • Resolved complex problems by working with other departments, including the National Office, to provide workflow feedback regarding changes to system processes.
  • Showed proactive leadership within my team. This allowed me to be chosen for multiple acting manager opportunities leading me to temporarily manage 4 teams over a 5-month period.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.

Service Manager

Ministry of Social Development
Lower Hunt, Wellington
04.2024 - 11.2024
  • Monitored service performance metrics to identify areas of improvement.
  • Provided a safe space for staff to communicate their needs openly and coached them to achieve their goals, both in work and outside of work.
  • Resolved client complaints in a timely manner.
  • Took over call escalations and diffused aggravated situations by explaining MSD's processes and protocol, leaving clients satisfied with the correct information.
  • Created a space to display all contact center staff photos in a creative way up the front for people to meet their colleagues.
  • Motivated and supported employees to maintain low turnover.
  • Kept up to date with staff roster changes in a timely manner, ensuring these changes aligned with MSD productivity goals
  • Organized team activities to build camaraderie and foster pleasant workplace culture.

Technical Consultant

Ministry of Social Development
Lower Hunt, 5010
01.2019 - 06.2022
  • Provided technical advice and guidance to customer service representatives in the Wellington Contact Centre.
  • Emailed feedback with detailed documentation of MSD's processes and pathways to ensure individual growth and knowledge were shared within our workplace.
  • Provided guidance in processing actions to colleagues in order to help them develop their skills and achieve desired goals.
  • Assessed nationwide checks on Annual General Adjustment actions completed before and after April 1st, 2018-2022.
  • Marked these actions and provided any feedback needed. Corrected actions and ensured benefits were paid correctly.
  • Assessed and checked all selected processors across New Zealand. Ensured that those selected individuals were completing correct processes, pathways, and exceptions.

Education

Personal Training Certificate

New Zealand Institute of Sport
Wellington, NZ
07-2015

High School Diploma -

Napier Girls' High School
Napier City, NZ
12-2013

Skills

  • MSD Product Knowledge
  • Adaptive team player
  • Positivity
  • Empathetic
  • Critical Thinking
  • Strategic developer
  • Problem Resolution

References

References available upon request.

Summary

Being adaptable, I tend to live in the moment and respond willingly to sudden changes or unforeseen detours. I remain calm under pressure as I’m a flexible person and LOVE learning about different personalities and cultures.

“A positive mindset brings positive things.” I love celebrating achievements and rarely get dragged down by negativity. I love to have fun and I see the humour in almost everything.

I can understand the emotions of other people very deeply which allows me to resonate with a variety of situations. Being empathetic allows me to understand more of the “why” in a situation even if it’s not something obvious or something I agree with. I strive to talk to those whose voices seem unheard - this stems from my huge passion for equality.

I genuinely enjoy seeing other people grow in their abilities and strengths. For me, encouragement is a huge deal when it comes to development for myself and others. I focus more on what strengths people do have as this gives them confidence to grow and develop in their own time (making them independent in their learning journey – both in personal life and work.) I quickly and naturally build a rapport with people which encourages them to ask for help and guidance.

My perspective in life allows me to see things in a problem solving kinda way – where others see complexity, I like to see patterns and a way forward. I have a forward focused mindset. Everything to me inter-connects and it’s my forte’ to decide what’s important and what action point to start with. From there I can evaluate potential obstacles and select the best route to solve a problem with positive intentions.

Timeline

Service Manager

Ministry of Social Development
04.2024 - 11.2024

Technical Consultant

Ministry of Social Development
01.2019 - 06.2022

Customer Service Representative

Ministry of Social Development
10.2017 - Current

Personal Training Certificate

New Zealand Institute of Sport

High School Diploma -

Napier Girls' High School
Crystal Anniss