Debbie Poole
Palmerston North,Hiwinui
Summary
Customer Service/Administrative Assistant, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviour's, understanding customer desires, and providing customized solutions to build loyalty.
Overview
44
44
years of professional experience
Work History
Customer Service Representative/Administrative Assistant
Goodman Fielder NZ
10.2012 - 11.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests for products, services, and company information.
Forecourt Manager
Mobil Feilding
06.2011 - 08.2012
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Organized and detail-oriented with a strong work ethic.
HR Administrator
PAE
11.2008 - 05.2011
- Handled on-boarding process for newly hired employees, which included distribution of all paperwork.
- Updated HR database with new employee information, changes in benefits, and other details.
- Prepared new hire letters, employee contracts, and corporate policies.
- Oversaw hiring, staffing, and labor law compliance.
- Addressed employee conflicts with appropriate urgency, following all corporate procedures.
- Managed employee data and privacy to keep employee data confidential per organizational privacy policies.
- Managed payroll and timekeeping to track hours and accurately pay employees.
- Monitored safety and health practices to protect employees from hazards and promote healthy work habits.
- Collaborated with managers to identify and address employee relations issues.
- Advocated for staff members, helping to identify and resolve conflicts.
Customer Service Manager
Fairfield City Council
01.1996 - 09.2008
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Created and reviewed invoices to confirm accuracy.
- Developed and offered unique discount options to drive interest in new product lines.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Customer Service Representative
NZ Post
02.1980 - 03.2006
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
Education
6th Form Certificate And School Certificate -
Rangitikei College
Marton, NZCert IV Frontline Management - Frontline Management
Fairfield City Council Australia
Workplace Skills
- Hardworking
- Efficient
- Fast learning
- Good listener
- Time management
- Customer Service
- Strong Analytical and problem-solving skills
- Issue and complaint resolution
- Money handling
- Microsoft Excel
- Microsoft Word
- Microsoft internet Explorer
- SAP
- Senior Leadership Support
- Administrative support
- Accounts Payable
- Order processing
- Proofreading
- Staff Training
- Retail Sales Customer Service
- Stocking and replenishment
- Order fulfilment
- Stock Management
- Product knowledge
- Process Optimization
- Cultural Sensitivity
- Livechat Messaging
- Online Chat
Timeline
Customer Service Representative/Administrative Assistant
Goodman Fielder NZ
10.2012 - 11.2023
Forecourt Manager
Mobil Feilding
06.2011 - 08.2012
HR Administrator
PAE
11.2008 - 05.2011
Customer Service Manager
Fairfield City Council
01.1996 - 09.2008
Customer Service Representative
NZ Post
02.1980 - 03.2006
6th Form Certificate And School Certificate -
Rangitikei College
Cert IV Frontline Management - Frontline Management
Fairfield City Council Australia
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