Dona Olvido
Greenhithe,Auckland
Summary
A results-driven and customer-focused professional with extensive experience in showroom consulting and category management. With a proven track record in driving sales, building strong customer relationships, and providing exceptional service, I excel at translating customer needs into product solutions, particularly in the bathroom sector. Adept at managing product data, coordinating promotional activities, and supporting cross-functional teams to optimize showroom performance and inventory accuracy.
Skilled in maintaining product knowledge, coordinating marketing initiatives, and managing supplier relationships to ensure the seamless execution of promotional campaigns. Experienced in handling complex customer inquiries, resolving issues, and delivering high-quality, tailored solutions that enhance customer satisfaction and retention.
Overview
18
18
years of professional experience
Work History
Category Assistant
Mitre 10 Support Centre
Albany, Auckland
12.2023 - Current
- Support Range Management: Provide administrative support to the Category Manager in managing product ranges, ensuring that all necessary data and product information is updated and accurate.
- Data & SKU Management: Collaborate with the Data Team to collect and maintain data for new SKUs, ensuring product details and images are accurate for system uploads.
- Price Changes Coordination: Assist the Category Manager, Category Suppliers, and Data Team with the coordination and uploading of price changes into the Lansa system.
- Supplier Meetings & Documentation: Attend supplier meetings as required, record minutes, and follow up on any action items or requests. Ensure all communications are timely and accurate.
- Visual Guide Support: Work with the Store Operations team to ensure that visual guides and content are kept up to date and aligned with promotional and product range strategies.
- Promotional Program Planning & Execution: Assist Category Managers in planning and executing retail and trade promotional activities, including Bulk Merchandise Program (BMP).
- Promotion Coordination: Communicate promotional timelines to the Category Manager (CM) and Assistant Category Manager (ACM) for all category promotions. Coordinate product submissions and ensure timely uploading of promotional details.
- Advertising & Media Support: Ensure promotional copy, pricing, images, and visual content are checked and aligned with promotional standards for all media types.
- Promotion Reporting: Run and communicate promotional reports including item availability, sales uplift, and promotional performance.
- Communication: Provide accurate and timely communication to customers, stores, and suppliers. Respond promptly to customer and store inquiries, adhering to the sundown rule.
- Supplier Scorecard Management: Assist the Category Manager with managing supplier scorecards, ensuring performance metrics are tracked and communicated effectively.
- Price Changes: Manage, update, and communicate price changes to relevant stakeholders in a timely manner.
- Supplier Relationship Management: Maintain strong relationships with suppliers, providing ongoing support and managing communications related to product supply, performance, and service levels.
- Collaboration with Stakeholders: Coordinate with suppliers, stores, and the marketing department to ensure smooth promotional execution.
- Adhere to Compliance Requirements: Understand and comply with all legal requirements and internal policies related to the role, ensuring that all activities comply with company and industry standards.
- Health & Safety Procedures: Follow all health and safety guidelines and procedures. Report any hazards, incidents, or work-related injuries promptly in accordance with company policy.
- Company Values: Be a role model for the company’s core values: Customer Obsessed, Honest and Fair, One Team, and Strive for Excellence.
- Continuous Development: Pursue opportunities for professional and personal development. Actively seek ways to contribute to continuous improvement in yo
- Hazard Awareness: Actively participate in health and safety awareness processes to contribute to a safe working environment.
Showroom Consultant
Universal Plumbing Plus
Takapuna, Auckland
11.2020 - 12.2023
- Customer Assistance & Bathroom Planning: Provide expert advice on bathroom finishes and fixtures to help customers create their ideal bathroom. Work closely with them to understand their design plans and offer a range of options that suit both their style and budget.
- Providing Quotes: Based on the customer’s bathroom design plan, create accurate and detailed quotes for finishing gear, ensuring the products align with the customer’s needs and the overall vision for their bathroom. Aim to close the sale by offering competitive pricing and clear, informative options.
- Showroom Presentation: Maintain a clean, organized, and visually appealing showroom that enhances the customer experience and supports sales growth.
- Building Relationships: Establish and nurture strong relationships with retail clients, architects, designers, builders, and plumbers to generate new business and foster repeat customers.
- Sales & Customer Engagement: Assist both showroom and online customers with product selections and purchases, ensuring an exceptional service experience that leads to sales conversions.
- Sales Communication & Reporting: Regularly communicate store status, including sales figures, positives, and areas for improvement, with the team.
- Organized Workspace: Ensure that the sales floor and storage areas are well-maintained and organized for safety and operational efficiency.
- Supplier Relationships: Maintain excellent working relationships with Universal Plumbing Plus suppliers to ensure timely product availability and deliveries.
- Delivery Coordination: Oversee the scheduling and accuracy of product deliveries, ensuring customers receive the correct items on time and in perfect condition.
- Social Media & Online Presence: Manage the company's social media platforms, regularly posting relevant content, running competitions, and keeping online information up to date.
- Invoicing & Quotes: Ensure that customer quotes are completed in a timely manner, with follow-ups made to ensure closure. Keep invoicing up to date, ensuring accuracy and efficiency.
- Health & Safety Compliance: Follow Universal Plumbing Plus Health and Safety policies to ensure a safe working environment for all staff and customers.
Customer Services 2IC
Kohler
Glenfield, Auckland
09.2019 - 11.2020
- Team Development & Performance: Help set performance targets and business development objectives for the customer services team, ensuring that all team members are aligned with the company’s goals. Foster a supportive and positive culture to motivate staff and enhance performance.
- Product Knowledge: Maintain a thorough understanding of the features, benefits, and specifications of all Kohler products to ensure customers receive accurate and relevant information. Ensure that associates are well-trained and knowledgeable about the full product range.
- Training & Coaching: Identify the knowledge and skill gaps within the team and ensure that appropriate training and coaching programs are implemented to enhance customer satisfaction. Regularly review and assess the effectiveness of training.
- Customer Conflict Resolution: Intervene in difficult customer situations when needed, taking ownership of the issue and ensuring all relevant parties are informed of the situation until it is resolved to the customer’s satisfaction.
- Customer Service Excellence: Answer incoming phone calls, provide accurate information regarding products, pricing, and order queries, ensuring all customer interactions meet the company's quality standards. Ensure that call volume and response targets are consistently met.
- Order Management & Data Entry: Ensure all customer orders and bookings are entered accurately into the system, matching customer requests. Maintain accurate customer master data in SAP and support the maintenance of special and promotional pricing.
- Proactive Communication: Handle requests from internal and external customers in a courteous and helpful manner. Work collaboratively with other departments to find solutions to customer needs and communicate order issues proactively, including delays or product availability issues.
- Credit & Order Management: Process credits for assigned clients and proactively inform customers of any issues that may affect order fulfillment, such as product delays or schedule changes. Monitor sales order backlogs and take necessary actions to ensure orders are processed promptly, keeping customers updated on any changes.
- Confidentiality & Security: Ensure compliance with confidentiality and security standards, maintaining the integrity and protection of customer data.
- General Office Support: Perform general office duties such as filing, photocopying, faxing, archiving, and maintaining a clean and organized workstation.
- Collaboration & Cross-Functional Support: Work closely with other business units to ensure the highest level of customer service, actively participating in company-wide initiatives to improve processes and workflows.
Recruitment Partner
The Warehouse Group
Northcote, Auckland
08.2018 - 12.2019
- Collaborating with Hiring Managers: Work closely with hiring managers to understand job requirements, determine qualification criteria, and ensure alignment on the key skills and competencies needed for each role.
- Candidate Screening & Interviews: Review resumes, screen candidates, conduct interviews, and document evaluations. Ensure a thorough assessment process that identifies the best fit for each position.
- Offer Communication: Present offer packages to selected candidates, clearly outlining job details, compensation, and benefits. Serve as the primary point of contact for candidates throughout the offer process.
- Recruitment Events & Networking: Participate in recruitment events and job fairs to network with potential candidates, building a talent pool for current and future hiring needs.
- Job Description Review: Review job descriptions to ensure they accurately reflect the role's requirements and expectations, ensuring clarity and alignment with hiring needs.
- Advising on Interviewing & Evaluation: Provide guidance to hiring managers and recruiters on best practices for interviewing and evaluating candidates, ensuring consistency and fairness in the selection process.
- Onboarding Coordination: Oversee the onboarding process for new hires, ensuring they have a smooth transition into their new role and are set up for success from day one.
- Contract Management: Request employment contracts for new hires and ensure they are sent promptly and in compliance with company policies.
- Job Advertising Strategy: Determine the optimal mix of job advertising platforms, including careers pages and social media networks, to attract a diverse range of candidates.
Customer Engagement Coach
The Warehouse Group
Northcote, Auckland
03.2017 - 09.2019
- Coaching & Development: Proactively coach team members to improve quality of interactions, ensuring that customer efforts are minimized, and that team members deliver an outstanding customer experience with every interaction.
- Capability Building: Develop both individual and team capability to consistently meet Customer Engagement Standards. Ensure that performance goals align with company objectives and are regularly reviewed.
- Performance Calibration & Assessment: Participate in performance calibrations and competency level assessments to ensure team members are meeting both individual and team standards. Provide ongoing feedback to foster improvement.
- High-Performance Culture: Promote a high-performance culture by encouraging personal responsibility, accountability, and engagement within the team. Celebrate successes while addressing areas for improvement.
- Personal Development: Support team members in creating meaningful and strategically aligned performance and development plans. Encourage personal growth and help individuals set realistic and impactful goals.
- Annual Performance Reviews: Conduct thorough annual performance reviews to assess achievements, identify development needs, and set new goals for team members. Ensure clear communication of expectations and performance outcomes.
- Sick Leave Management: Manage sick leave and attendance, ensuring that team members follow company policies and that any disruptions to service levels are promptly addressed.
- Performance & Conduct Management: Identify and address any performance or conduct issues within the team. Take both informal and formal actions as required, aiming for improvement through constructive feedback and support.
- Training & Upskilling: Ensure formal training and upskilling programs are effectively integrated into day-to-day activities. Facilitate training sessions for operational changes and ensure team members stay up to date with business initiatives.
- Continuous Learning: Proactively facilitate training for new processes or system updates, ensuring continuous learning and alignment with evolving business strategies.
- Service Level Improvement: Contribute to the ongoing improvement of service levels by identifying opportunities for process enhancements and supporting the team in meeting or exceeding targets.
- Transparency & Trust: Maintain a culture of openness, transparency, and trust within the team, fostering a positive environment where team members feel valued, supported, and empowered.
- Health & Safety Compliance: Ensure all workplace incidents are reported promptly in accordance with company Health and Safety policies. Promote a safe working environment for all team members.
Customer Services Team Leader
The Warehouse Group
Northcote, Auckland
11.2014 - 03.2017
- Ongoing Training & Upskilling: Continuously coach and upskill team members to ensure they have the necessary skills to meet performance standards and adapt to new systems or processes. Promote a learning culture within the team.
- Phone & Email Queue Management: Manage incoming calls and email queues to ensure that the Contact Centre consistently meets or exceeds Service Level Agreements (SLAs), with a focus on response time and quality of service.
- Process Improvement: Work closely with the Customer Services Manager to identify and implement process improvements that enhance operational efficiency and customer satisfaction.
- Change Management: Lead the team through change initiatives, ensuring smooth transitions and helping team members adjust to new processes, technologies, or organizational shifts.
- Risk Management: Identify and manage potential risks within the Contact Centre operations, ensuring compliance with company policies and mitigating any risks that could affect service delivery or team performance.
- Complaint & Escalation Handling: Take ownership of escalated customer complaints, ensuring timely resolution while maintaining a high standard of customer service. Support team members in handling difficult situations.
- Recruitment & Onboarding: Participate in the recruitment process to identify and hire top talent for the team. Oversee the onboarding process to ensure new hires are properly trained and integrated into the team.
- Individual Development Plans: Drive the development of Individual Development Plans (IDPs) for each team member, focusing on their personal growth, career progression, and achievement of team and company objectives.
- Performance Management: Regularly monitor and assess team performance, providing feedback and coaching to improve individual and team results. Conduct one-on-one meetings to discuss progress, goals, and areas for improvement.
- Strengths & Development: Identify individual team members' strengths and areas for improvement, tailoring coaching and development initiatives to maximize performance and engagement.
- Health & Safety Compliance: Ensure all health and safety regulations are followed, promoting a safe working environment and addressing any incidents promptly in line with company policies.
- Team Engagement & Morale: Monitor team morale and staff engagement, taking proactive steps to foster a positive, motivated, and high-performing environment. Recognize achievements and address any issues affecting team culture.
- Annual Performance Reviews & Competency Management: Conduct annual performance reviews, assessing competencies, setting new goals, and identifying any additional training or support needs. Regularly hold one-on-one meetings to track progress and provide guidance.
- Staffing Levels & Shift Management: Analyze staffing levels regularly to ensure adequate coverage during peak periods. Manage shift schedules to optimize team performance and meet business needs.
- Break Roster Management: Create and manage the break roster for the Contact Centre, ensuring that team members have adequate rest periods while maintaining service levels.
Risk Portfolio Manager
Sovereign
Takapuna, Auckland
06.2013 - 06.2014
- Risk Portfolio Management: Managed schemes with high sum assured and significant value, ensuring that risk parameters were properly understood and adhered to. Proactively monitored the portfolio, making adjustments based on operational risk assessments.
- Relationship Development: Built and maintained strong relationships with advisers across a wide range of schemes with varying levels of complexity. Focused on retaining existing business and ensuring the placement of new business opportunities.
- Complaint Resolution: Took ownership of customer and adviser complaints, working to resolve complex issues in a timely and efficient manner, ensuring customer satisfaction and business retention.
- Operational Risk Management: Applied a thorough understanding of operational risk parameters to effectively manage the risk portfolio, ensuring compliance with key audit requirements and minimizing potential liabilities.
- Service Level Agreement (SLA) Management: Monitored and ensured that the Contact Centre consistently met service level agreements, maintaining a high standard of customer service and operational efficiency.
- Business Development & Complex Case Management: Communicated with advisers to facilitate complex cases and drive new business generation. Acted as an intermediary to resolve issues and ensure smooth transactions for new schemes.
- Risk Management & Review: Monitored key aspects of risk management across all schemes, including arrears management, unapplied credits, and compliance with audit requirements, ensuring that the business unit remained aligned with company policies and regulatory standards.
- Team Leadership & Development: Led a team of 14 direct reports, focusing on coaching, development, and performance management. Fostered a positive and productive team culture, driving team engagement and ensuring alignment with business objectives.
Contact Centre Manager
Sovereign
Takapuna, Auckland
04.2011 - 06.2013
- Team Leadership & Development: Led, coached, and developed a team of 14 direct reports, ensuring consistent performance through regular one-on-one meetings, call quality assessments, and live call coaching. Identified training and development needs and provided ongoing support to foster growth and improvement.
- Managing Complex Queries: Reviewed and resolved complex technical queries from team members, ensuring timely and accurate responses while maintaining high standards of service.
- Internal Business Relationships: Maintained strong business relationships with internal stakeholders such as the Business Development Manager, Distribution, Claims, and both New and Existing Business Teams. Worked collaboratively to ensure smooth operations and alignment with company goals.
- Recruitment & Staffing: Led recruitment efforts to hire the best talent for the team. Ensured a strong team dynamic by effectively onboarding new hires and managing team composition to meet business needs.
- Service Level Management: Monitored and managed Service Level Agreements (SLAs), including Contact Centre service levels and call quality assurance metrics, ensuring performance targets were consistently met or exceeded.
- Sales Target Achievement: Drove the team to meet sales targets by generating new business. Provided coaching and support to team members to improve sales performance and drive results.
- Performance Management: Regularly assessed team performance, providing constructive feedback to both high performers and underachieving staff. Took appropriate action to address performance gaps and promote improvement.
- Process Improvement & Innovation: Encouraged and implemented process improvement ideas to increase operational efficiency, enhance customer service, and support team success. Actively worked with team members to identify opportunities for innovation and improvement.
- Communication & Training: Delivered regular updates to the team regarding product/process changes. Addressed any training gaps or issues promptly, ensuring team members were well-equipped to perform their roles effectively.
- Team Engagement & Morale: Managed team engagement by fostering a positive work environment, boosting morale, and encouraging a strong team culture. Addressed any concerns related to motivation or team dynamics to ensure sustained high performance.
- Budget & Expenditure Management: Oversaw team expenditure, ensuring that resources were utilized effectively and within budgetary constraints.
- Customer Feedback Analysis: Monitored and analyzed customer feedback, identifying trends and insights. Liaised with relevant business units to address concerns and implement changes to enhance customer satisfaction.
- Workforce Management: Used Workforce Management tools to monitor call adherence, forecast staffing levels, and ensure optimal resource allocation to meet service demands. Ensured the team’s staffing levels were aligned with forecasted call volumes.
- Reporting & Accountability: Managed month-end reporting, tracking key performance metrics and providing detailed insights to senior management on team performance, customer satisfaction, and service delivery.
Retention Specialist
Sovereign
Takapuna, Auckland
10.2009 - 04.2011
- Business Conservation & Growth: Focused on conserving existing business by identifying opportunities to retain customers and prevent churn. Actively generated new business by identifying cross-sell opportunities and aligning customer needs with company offerings.
- Arrears Portfolio Management: Managed the arrears portfolio for New Zealand Home Loans across 78 branches, overseeing collections and proactive measures to reduce arrears, improve repayment rates, and ensure compliance with company policies.
- Call Quality Assurance: Monitored and ensured that Customer Service Representatives (CSRs) adhered to quality standards for call handling, providing feedback to improve call performance and customer experience.
- Complaint Handling: Addressed and resolved customer complaints, ensuring that issues were handled efficiently and in accordance with company procedures, while maintaining a high level of customer satisfaction.
- Task Allocation: Allocated tasks to CSRs based on workload, priority, and expertise, ensuring that customer service standards were met and that operational efficiency was maintained.
- Outbound Calls & New Policyholder Engagement: Managed outbound calling initiatives, including welcoming new policyholders and providing them with essential product information, ensuring they had a positive introduction to the company and its services.
- Coaching Newer Team Members: Provided targeted coaching to newer Customer Service Representatives, helping them develop their skills, improve their performance, and effectively integrate into the team culture.
Relationship Manager
ASB
Greenlane, Auckland
04.2009 - 10.2009
- Coaching & Development: Provided coaching and support to newer Customer Service Representatives, helping them develop the skills and knowledge needed to excel in their roles and deliver high-quality customer service.
- Lead Generation for Mobile Lending: Reviewed customer banking profiles to identify opportunities for generating leads and cross-selling Mobile Lending products, contributing to the growth of the customer base.
- Outbound Sales Calls: Conducted outbound calls to existing customers to review their risk insurance needs, with the goal of generating new business and ensuring customers were aligned with the right insurance products.
- Relationship Management: Maintained strong relationships with both customers and Insurance Managers, ensuring regular follow-ups and the effective organization of all appointments. Ensured customers were fully informed of their options and felt valued throughout the process.
- Proactive Promotion of ASB Products: Actively promoted ASB products and services, identifying opportunities to meet customer needs while contributing to the overall business growth and performance targets.
- Policy Conservation & Retention: Focused on conserving existing policies by providing alternative options and offering value-added solutions to customers, aiming to reduce policy cancellations and improve retention rates.
Customer Service Consultant
Sovereign
Takapuna, Auckland
08.2006 - 04.2009
- Customer Service Excellence: Provided outstanding customer service by building rapport with each customer, understanding their needs, and delivering tailored solutions. Ensured customers felt valued and their concerns were addressed promptly and professionally.
- Policy Administration & Data Entry: Administered existing policies, ensuring all customer information was accurately recorded and updated. Entered phone call histories and other relevant data into company systems, maintaining detailed and accurate customer records.
- Coaching New Customer Service Representatives: Assisted in coaching and mentoring new team members, helping them understand customer service processes, improve call handling, and become familiar with the company’s products and systems.
- Escalation Handling: Managed and resolved customer escalations in a timely manner, ensuring complex or sensitive issues were addressed to the satisfaction of the customer and in line with company policies.
- Business Generation: Proactively generated new business by identifying sales opportunities during customer interactions and cross-selling relevant products or services to meet customer needs.
- Complaint Data Analysis: Analyzed customer complaint data to identify recurring issues or trends. Worked closely with management to address these issues and implement solutions that would reduce future complaints and improve the customer experience.
- Multi-System & Product Management: Worked with multiple systems and products, ensuring efficiency and accuracy in handling customer inquiries, policy administration, and service requests.
- Health & Safety Representative: Served as a Health and Safety Representative, ensuring that the branch adhered to all health and safety regulations, and promoting a safe working environment for all team members.
- Team Support: Provided daily support to Customer Service Representatives, answering questions, troubleshooting issues, and offering guidance to ensure team members met performance expectations.
- Customer Follow-Up: Conducted timely follow-up calls with customers to ensure satisfaction with products and services, addressing any issues or concerns they may have had and reinforcing the positive customer experience.
Skills
- Customer service excellence
- Team leadership, training, and development
- Learning and development
- Client relationship building
- Showroom displays
- Time Management & Efficiency
- Visual merchandising
- Upselling & Cross-selling
- Multitasking and time management
- Promotional Planning & Implementation
References
Available upon request.
Timeline
Category Assistant
Mitre 10 Support Centre
12.2023 - Current
Showroom Consultant
Universal Plumbing Plus
11.2020 - 12.2023
Customer Services 2IC
Kohler
09.2019 - 11.2020
Recruitment Partner
The Warehouse Group
08.2018 - 12.2019
Customer Engagement Coach
The Warehouse Group
03.2017 - 09.2019
Customer Services Team Leader
The Warehouse Group
11.2014 - 03.2017
Risk Portfolio Manager
Sovereign
06.2013 - 06.2014
Contact Centre Manager
Sovereign
04.2011 - 06.2013
Retention Specialist
Sovereign
10.2009 - 04.2011
Relationship Manager
ASB
04.2009 - 10.2009
Customer Service Consultant
Sovereign
08.2006 - 04.2009
Similar Profiles
Pathunie De SilvaPathunie De Silva
Accounts Receivable Administrator at Mitre 10 Support CentreAccounts Receivable Administrator at Mitre 10 Support Centre
LOUISA MEŸLERLOUISA MEŸLER
Store Development Projects - Merchandise at Mitre 10 Support CentreStore Development Projects - Merchandise at Mitre 10 Support Centre
David CowleyDavid Cowley
Regional Manager at Mitre 10 New Zealand Support CentreRegional Manager at Mitre 10 New Zealand Support Centre
Sue ZedSue Zed
Language Teacher for All Ages at self-employedLanguage Teacher for All Ages at self-employed
Jake ShigrovJake Shigrov
Plastering at Sole TraderPlastering at Sole Trader