DANI MATEKUARE
Hamilton,WKO
Summary
Natural leader experienced in driving great team successes by coaching and motivating team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
7
7
years of professional experience
Work History
Customer Care Coach
The Warehouse Group
08.2021 - Current
- Promoted a culture of teamwork by encouraging collaboration between colleagues during challenging situations.
- Led weekly meetings to discuss performance metrics, identify areas for improvement, and share best practices among team members.
- Analyzed call center data to identify trends and areas requiring improvement, implementing targeted solutions that led to enhanced KPIs.
- Established clear goals for the customer care team, driving increased productivity and accountability among staff members.
- Conducted regular evaluations of team performance, identifying areas of strength and opportunities for development.
- Implemented effective quality assurance measures to maintain high standards of service delivery to customers.
- Developed comprehensive training materials to improve the skillset of new hires and existing staff members.
- Facilitated open discussions with staff to address concerns and provide constructive feedback on their performance.
- Collaborated with other department leaders to develop cross-functional initiatives promoting exceptional customer care across all touchpoints.
- Boosted employee morale through regular recognition of achievements, fostering a positive work environment.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Packing
Affco
10.2020 - 07.2021
- Improved packing efficiency by implementing systematic packing procedures and maintaining a clean workspace.
- Performed packing functions by building cartons, packing to standards and labeling with correct information.
- Operated all packing and labeling equipment.
- Followed packing processes to increase speed and accuracy.
Office Co-ordinator
W Hotel
04.2018 - 05.2020
- Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
- Managed a team of skilled professionals to achieve key performance indicators consistently.
- Resolved issues quickly to maintain productivity goals.
- Monitored inventory levels and restocking schedules to avoid production delays from unavailable materials.
- Coordinated with other departments to align production with customer requirements.
Assistant Housekeeping Manager
W Hotel
05.2018 - 02.2020
- Achieved optimal inventory levels by accurately tracking supplies, linen, and equipment usage.
- Monitored staff performance regularly, providing constructive feedback when necessary for continuous improvement efforts.
- Reduced employee turnover rate through effective recruitment, interviewing, and onboarding processes for new hires.
- Fostered a positive work culture by promoting teamwork and encouraging open communication among staff members.
- Improved guest satisfaction by efficiently addressing and resolving housekeeping concerns and complaints.
- Implemented safety protocols to ensure a safe working environment for both staff and guests.
- Ensured a clean and welcoming environment, conducting thorough inspections of all areas within the property.
- Conducted regular room inspections to verify compliance with housekeeping standards.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Worked with front desk to respond promptly to all guest requests.
- Placed orders for housekeeping supplies and guest toiletries.
- Assigned housekeeping staff to specific shifts and room blocks based on abilities and daily requirements.
- Completed schedules, shift reports, and other business documentation.
Banquets Associate
Sheraton Grand Mirage
11.2017 - 04.2018
- Worked varied hours to meet seasonal and business needs.
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Managed customer relations through communication and helpful interactions.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Listened to customer needs and desires to identify and recommend optimal products.
Pack Line Manager
Muscle Fuel
02.2017 - 09.2017
- Coordinated cross-functional projects for improved product quality and timely delivery.
- Reduced employee turnover through effective communication, regular feedback, and promoting a positive work environment.
- Managed a team of skilled professionals to achieve key performance indicators consistently.
- Developed comprehensive training programs to enhance staff skills and boost productivity levels.
- Streamlined inventory control systems for enhanced accuracy and reduced waste levels.
Skills
- Schedule Coordination
- Office Administration
- Office Management
- Problem Solving
- Recruitment
- Customer Service
- People Management
- Strong Communication Skills
- Time Management
- Team Work
Accomplishments
Employee of the year for CS:
Contact Centre High Performer 2022 for The Warehouse Group
References
Scott Smillie
Torpedo7 Business Lead
Manager
0272323452
Louisa Rance
The Warehouse Group
Customer Care Coach
021623852
Maricor Velayo
Customer Care Coach
0273712329
Timeline
Customer Care Coach
The Warehouse Group
08.2021 - Current
Packing
Affco
10.2020 - 07.2021
Assistant Housekeeping Manager
W Hotel
05.2018 - 02.2020
Office Co-ordinator
W Hotel
04.2018 - 05.2020
Banquets Associate
Sheraton Grand Mirage
11.2017 - 04.2018
Pack Line Manager
Muscle Fuel
02.2017 - 09.2017
Similar Profiles
Adelaide IhakaAdelaide Ihaka
Online Assistant, Warehouse at The Warehouse GroupOnline Assistant, Warehouse at The Warehouse Group
Robert PanianiRobert Paniani
PM Shift Manager at The Warehouse GroupPM Shift Manager at The Warehouse Group
Marlou ZandersMarlou Zanders
Retail Assistant Clothing at The Warehouse GroupRetail Assistant Clothing at The Warehouse Group
Charlotte SerenityCharlotte Serenity
Shop Assistant at The Warehouse GroupShop Assistant at The Warehouse Group
Faapiano AlefosioFaapiano Alefosio
Warehouse Worker at Waikato Milking SystemsWarehouse Worker at Waikato Milking Systems