Denique Igasia
Customer Lead
Wellington,WGN
Summary
Enthusiastic and creative professional with a strong customer service background, including management roles in contact centers. Demonstrated ability to excel in independent work and team collaboration, consistently exceeding customer expectations and ensuring efficient operations. Eager to leverage diverse skill set and passion for learning to contribute positively to any workplace environment.
Overview
1
1
year of professional experience
1
1
year of post-secondary education
Work History
Customer Lead
Kiwibank
Remote, NZ
06.2024 - Current
- Conducted regular performance evaluations, providing constructive feedback and opportunities for growth within the company.
- Streamlined processes for handling customer inquiries, leading to quicker response times and improved resolution rates.
- Liaised with other departments to address any potential issues affecting the quality of the customer experience promptly.
- Successfully resolved escalated customer complaints by employing active listening and problem-solving techniques.
- Implemented data-driven approaches to identify patterns in consumer behavior, allowing for better-targeted marketing initiatives and product offerings.
- Promoted a positive work environment that fostered teamwork, employee engagement, and professional growth among team members.
Customer Engagement Manager
Kiwibank
Remote, NZ
11.2023 - 06.2024
- Oversaw development of Customer Engagement Representative's implement being customers 1st choice
- Upheld Kiwibank reputation by completing supervision observations
- Ensured to build strategic workforce capabilities ensuring people had development plans in place and engaged in Glint surveys
- Collaborated with cross-functional teams to develop new initiatives for enhancing customer experience and driving business growth.
- Managed Team of customer service representatives to ensure timely and efficient resolution of customer inquiries and concerns.
- Conducted regular staff training sessions on best practices in customer engagement, improving overall team performance and communication skills.
Education
Bachelor of Fine Arts -
Massey University
Wellington, WGN 01.2024 - 11.2024
Skills
Strategic Thinking
Problem-solving abilities
Teamwork and Collaboration
Customer Journey Mapping
Customer Segmentation
Customer Empathy
Call Center Management
Strategic Thinking
References
- Karl Taylor, Customer Engagement Manager Kiwibank, 0272579784, karl.taylor@kiwibank.co.nz
- Mags Chaleck-Harris, Leader of Massey Guides, 0272429338, m.chaleck-harris@massey.ac.nz
Timeline
Customer Lead
Kiwibank
06.2024 - Current
Bachelor of Fine Arts -
Massey University
01.2024 - 11.2024
Customer Engagement Manager
Kiwibank
11.2023 - 06.2024
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