Debbie Kempson
Morrinsville,WKO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in criminal law, international and domestic child support and experience in working for families. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Services Officer - Families
Inland Revenue Department
Home Straight Hamilton
05.2017 - Current
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
- Marketed additional products and services complementing customers' current offerings and adding value.
- Maintained financial accounts by processing customer adjustments.
- Enhanced department structure and workflows to increase coverage and team efficiency in face of dynamic demands.
- Explained online self-help options to customers to promote additional and after-hours support choices.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Directed team of [Number] supervisors and managers to enhance across-the-board customer support and better meet company service demands
Collections Officer - OBB Student Loans
Inland Revenue Department
Hamilton
09.2015 - 03.2017
- Assisted debtors in setting up payment plans to recover overdue balances.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Located and monitored overdue accounts by using automated systems.
- Advised customers of necessary actions and strategies for debt repayment.
- Maintained high volume of calls and met demands of busy and productive group.
- Received inbound calls and answered questions from customers satisfactorily.
- Initiated negotiations for debt recovery through email, telephone and mail contact.
- Achieved performance goals on consistent basis.
- Processed payments and contracts on accounts.
- Used probing techniques to determine debtors' reasons for delinquency.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Discussed options with delinquent clients in terms of proposed solutions or foreclosure.
Station Support Officer
New Zealand Police
21 Story Place, Taupo
01.2006 - 01.2015
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained energy and enthusiasm in fast-paced environment.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Identified issues, analyzed information and provided solutions to problems.
- Oversaw daily operations to ensure high levels of productivity.
- Conducted research, gathered information from multiple sources and presented results.
- Worked with a varity of customers to understand needs and provide excellent service.
- Used Microsoft Word and other software tools to create documents and other communications.
Child Support Officer
Inland Revenue Department
Rotorua, BOP
05.2003 - 01.2006
- Monitored cases for support order compliance and made adjustments.
- Performed case management tasks to enforce court-ordered child support obligations.
- Located parents for gaining child support and prepared records of payments.
- Interviewed involved parties to confirm facts, verify data and locate persons and financial assets.
- Calculated child support obligations and debts.
- Calculated child support obligations and debts to initiate collection actions.
- Explained policies, procedures and instructions to parents.
- Documented data and completed accurate updates to case records.
Education
Currently Studying Certificate in Mental Health - Mental Health Counseling
The Career Academy
Online LearningDiploma in Business Administration - Business Administration
The Career Academy
On Line04.2021
Diploma in Xero - Diploma in Xero
The Career Academy
On Line06.2020
Diploma in MYOB - Diploma in MYOB
The Career Academy
Online Learning02.2020
Skills
- Customer services
- Customer engagement and assistance
- Exceptional customer service
- Customer support and assistance
Timeline
Customer Services Officer - Families
Inland Revenue Department
05.2017 - Current
Collections Officer - OBB Student Loans
Inland Revenue Department
09.2015 - 03.2017
Station Support Officer
New Zealand Police
01.2006 - 01.2015
Child Support Officer
Inland Revenue Department
05.2003 - 01.2006
Currently Studying Certificate in Mental Health - Mental Health Counseling
The Career Academy
Diploma in Business Administration - Business Administration
The Career Academy
Diploma in Xero - Diploma in Xero
The Career Academy
Diploma in MYOB - Diploma in MYOB
The Career Academy
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