Summary
Overview
Work History
Education
Skills
Accomplishments
References
Hobbies and Interests
Timeline
Generic

DAWN LEATU

Mangere Bridge, AUK,AUK

Summary

Customer service management professional with exemplary customer service skills. Knowledgeable in tackling issues and concerns with poise. Experienced with inbound and outbound customer services.

Team player with exceptional listening and critical thinking skills. Personable personality that helps avoid escalations.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote efficiency.

Renown for my skills, knowledge and and years of experience both in Customer Services and Operations. Resolving complex issues and winning customer loyalty.

14-years background maintaining customer satisfaction and contributing to company success. Proficient in Inventory Management Systems and CRM.

Strong capability in thriving under pressure and adapting to new situations and challenges.

Hardworking and passionate job seeker with strong organizational skills. Ready to help team achieve company goals.

Overview

36
36
years of professional experience

Work History

Customer Services Manager

Supply Chain Solutions NZ/ Supply Chain Fusion AU / The Magnitude Group - Global
03.2010 - Current
  • Started as a Customer Service agent 2010-2013
  • Promoted to Customer Services Team Lead 2013-2017
  • In May 2017 - Promoted to Customer Services Manager 2017-2023, leading a team of 7 Customer Services Reps and 3 Team Leaders
  • September 2023 - Transferred to Melbourne Branch then relocated to Brisbane January 2024 and worked remotely.
  • April 2024 returned to New Zealand
  • Tasks involve meeting Customer Expectations, troubleshooting, Invoicing, Stock-takes, Stock reconciliation & Inventory Management, Customer Meetings, Team Building
  • Exceeding KPI targets
  • Additionally, provided training and management for customer service staff in the Philippines' (offshore Customer Services Team)
  • Client Training on the Business Portal
  • CRM - Autotask/ Service Desk
  • PAT - People and Tasks Management System
  • WHS - Warehouse Management System (Colosys)
  • Creating SOPS for training Customer Services
  • Created training modules to resolve simple and complex customer requirements
  • Analyzed customer feedback data, identifying areas for improvement in policies or procedures.
  • Streamlined communication between departments to facilitate prompt responses to customer inquiries.
  • Took ownership of customer issues and followed problems through to resolution.

Account Manager, Marketing

Fairfax Media
11.2004 - 02.2008
  • Client relationship
  • Reaching sales targets
  • Cultivated new accounts and business and provided value-added services to clients to increase overall revenue.
  • Contributed meaningfully toward achieving company-wide objectives related to revenue generation, client satisfaction, and overall business growth by consistently exceeding personal sales targets.
  • Boosted client satisfaction by developing and maintaining strong relationships with key stakeholders.
  • Managed a diverse portfolio of clients, ensuring timely delivery of services and maximizing revenue growth.

Desktop Publisher - Typesetter

ESA Publications
01.1995 - 12.2001
  • Prepared artwork for offset printing using various systems ie Pagemaker, MacEquation and MacDraw
  • Collaborated closely with editors, meticulously proofreading films before final export to printers located in Singapore
  • Accounts Payable, invoicing using Omnis system
  • Processing onsite sales
  • Typeset, completed and published a range of text books ie
  • Form 5 Mathematics, Accounting and English
  • Year 13 Mathematics with Statistics and Calculus.

Records Clerk - R5

Office of the Protective Commissioner and Public Guardian NSW
08.1991 - 11.1994
  • Preformed basic administrative duties ie maintaining calls on switchboard and data entry
  • Preparing court documents for Estate Managers
  • Created or updated records with new files
  • Sorting mail
  • Maintained complete confidentiality in accordance with organisation and legal requirements
  • Switchboard operator
  • Collected medical records and evidence to organise case information for lawyers.
  • Assisted with typing, data entry, and answering incoming calls as required.

Desktop Publisher - Typesetter

ESA Publications
02.1988 - 05.1991
  • Prepared artwork for offset printing using various systems ie Pagemaker, MacEquation and MacDraw
  • Collaborated closely with editors, meticulously proofreading films before final export to printers located in Singapore
  • Typeset, completed and published a range of Higher School Certificate books; junior and pre-school first writing books.

Education

Coordination -

Trisha Total
01.1988

Year 12 -

Otahuhu College
01.1987

Year 11 -

Otahuhu College
01.1986

Skills

  • Customer Services
  • Client Relations and Retaining
  • Employee Trainer
  • Microsoft Office
  • Microsoft Excel
  • Outlook
  • Analytical skills
  • CRM - Customer Relationship Management (Autotask) Service Desk
  • Salesforce
  • Inventory Management System (Colosys) WMS
  • Process & Continuous Improvement
  • Account Management
  • Recruiting
  • Troubleshooting/ Issue resolution
  • Finance
  • Data Entry

Accomplishments

  • Voted Best Customer Services South - 2017
  • Soccer Presidents cup - Manager of the Year 2015

References

  • George Patterson, 0212434436, Business Manager, Supply Chain Solutions
  • Pourya Ahmadi, 021791990, Business Manager, Supply Chain Solutions
  • Courtney Benefield 021441969, Human Resources, Supply Chain Solutions
  • Amanda Lio, Customer Services Manager Highbrook Branch
  • Kyle Earnest, Operations Manager, Supply Chain Solutions

Hobbies and Interests

  • Netball
  • Softball
  • Athletics
  • 10yr service Soccer Manager Papatoetoe United Football for Grades 5-14yrs
  • Family holidays
  • Travelling

Timeline

Customer Services Manager

Supply Chain Solutions NZ/ Supply Chain Fusion AU / The Magnitude Group - Global
03.2010 - Current

Account Manager, Marketing

Fairfax Media
11.2004 - 02.2008

Desktop Publisher - Typesetter

ESA Publications
01.1995 - 12.2001

Records Clerk - R5

Office of the Protective Commissioner and Public Guardian NSW
08.1991 - 11.1994

Desktop Publisher - Typesetter

ESA Publications
02.1988 - 05.1991

Coordination -

Trisha Total

Year 12 -

Otahuhu College

Year 11 -

Otahuhu College

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