OLIVIA MEFI
Mount Wellington, AUCKLAND
Summary
PERSONAL PROFILE
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Articulate and enthusiastic with strong passion for building relationships. Known for successfully meeting deadlines and increasing customer satisfaction.
Overview
19
19
years of professional experience
Work History
Customer Care
NILFISK KERRICK
Mount Wellington, AUCKLAND
08.2022 - Current
- Maintained updated knowledge through continuing education and advanced training.
- Provide excellent service and attention to customers when face-to-face or through phone conversations.
- Effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Recognized by management for providing exceptional customer service.
- Daily Invoicing task, entering sales and service purchase orders.
- Liaising with 3PL warehouse stock transfers. back orders, stock discrepancies.
- Dedicated Team member offering daily support and encouragement.
- Well organized
Customer Service Representative
WASTE MANAGEMENT
Mount Wellington, AUCKLAND
07.2015 - 09.2017
- Meet and greet customers at reception
- Using GPS Tracking system
- Flexi bin enquiries and bookings
- Conveying messages to truck drivers via RT
- Car tyre removal enquiries
- Salesforce and AS400 systems application
- Administration, Team Leader and Customer Service email inbox, credit card payments, New customer sign up to General and Garden waste service
- Answered inbound calls, chats and emails to facilitate customer service
- Upheld privacy and security requirements for customer information.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Explained benefits, features and recommendations to maximize client retention.
- Educated customers on special pricing opportunities and company offerings.
- Organized client contracts, records, reports and agendas to strengthen traceability.
- Upheld quality control policies and procedures to increase customer satisfaction.
Medical and Residential Service Dispatcher
ADT Security
06.2012 - 09.2014
- Documented services performed, operations information and dispatch details in system.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Managed communications within assigned territories.
- Addressed questions, problems or requests for service or equipment.
- Arranged for repairs to restore service and schedules.
- Relayed work orders and information between work crews, supervisors and field personnel.
- Oversaw and coordinated communications within assigned territory.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Eliminated downtime and maximized revenue by providing top project quality control.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Senior Customer Service Representative
ADT Security
01.2010 - 06.2012
- Defused volatile customer situations calmly and courteously
- Resolved service, pricing and technical problems for customers by asking clear and specific questions
- Managed high call volume with tact and professionalism
- Able to build and strive towards successful relationships both internally and externally
- Gained NCEA Contact Center National Certificate Level 3
- Audited customer account information to identify issues and develop solutions.
- Collated customer names, contact and payment information to streamline future interactions.
- Met and exceeded performance goals to support long-term company growth and market dominance.
- Consulted with customers regarding needs and addressed concerns.
- Delivered expert technical support to customers and resolved broad array of issues.
- Memorized company products and services to answer customer questions quickly and capitalize on upsell opportunities.
- Conferred with manufacturing and production teams to assess delivery timeframes and coordinate schedules.
- Managed processing, scheduling and execution of customer purchase orders.
Service Technician and Dealer
ADT Security
07.2009 - 12.2009
- Maintaining strong working relationships with external customers
- First point of contact for receiving key commercial contract customers
- Maintaining accurate customer records attended site visits to Adt Key Commercial clients
- Quoting customers for service parts and call outs
- Dealing with invoice disputes with customers and internal collections team
- Completing service work orders
- Liaising with Sub Contractor technicians
- Ordering parts from Manufacturers
- Administration, email, mail, fax
- Pre-loading new medical alarm customers into system
- Abiding by MSD requirements for medical customers
- Medical alarm refresher training with internal staff, Management, In house and external Sales Reps
- Liaising with St Johns Ambulance dispatch team and Accounts department
- Residential and medical alarm troubleshooting
- Maintained certifications and completed training on systems and components.
- Trained new team members on service processes to increase productivity.
- Conducted service appointments to diagnose and fix problems.
- Developed preventive maintenance procedures and schedules.
- Followed established safety rules, OSHA guidelines and company safety policies and procedures.
- Filled out work orders, repair logs and maintenance plans to document work completed.
Sales and Retentions
ADT Security
08.2008 - 01.2009
- Up-selling and Retaining customer with ADT
- Addressed and resolved customer product complaints empathetically and professionally
- Built and maintained relationships with peers and upper management to drive team success.
- Sold various products by explaining unique features and educating customers on proper application or usage.
- Retained product, service and company policy knowledge to serve as resource for both coworkers and customers.
- Adhered to company initiatives and achieved established goals.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Assisted teammates with sales-processing tasks to meet daily sales goals.
- Obtained signatures for financial documents and internal and external invoices.
- Called 20 warm leads each week to expand client base.
- Listened to customer needs to identify and recommend best products and services.
Monitoring & Patrol Dispatcher
Armourguard/ADT SECURITY,
Penrose , AUCKLAND
06.2005 - 07.2008
- Monitored central alarm system for fire, intrusion and duress alarms and responded when needed
- Liaised with external monitoring companies and emergency services
- Dispatching patrol guards to alarm activation, noise complaints and home detention
- Troubleshooting medical and security alarms
- Accessing and action of Australia's alarm buffer when needed
- Original Q Controller – allocated staff, controlled phone Q, alarm buffer, email inbox,staff mentor, trainer, assisted with staff meetings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Troubleshot shortages and overages to support quality control efforts.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Explained benefits, features and recommendations to maximize client retention.
- Set up and activated customer accounts.
- Reviewed account and service histories to identify trends and resolve issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Health And Wellbeing Level 2 Certificate
MySKill
AUCKLANDNCEA Contact Centre National Certificate Level 3
Skillz
AUCKLANDSkills
- Excellent communication skills
- Ability to adapt to change and rise to a challenge
- Positive attitude and enthusiasm
- Strong self awareness
- Excellent rapport with personnel at all levels
- 9 years expertise using Mastermind monitoring and business application
- Proficient in Microsoft Office
- Excellent telephone etiquette
- Sound knowledge of NZ geography
- Purchasing Orders using Pronto system
- Salesforce and AS400 systems application
- Call Center Operations
- Calm and Professional Under Pressure
- Courteous Demeanor
- Multitasking and Prioritization
- CRM Software
- POS Systems and Ordering Platforms
- Customer Account Management
- System Implementation
- Business Development Understanding
- Building Customer Trust and Loyalty
- Senior Leadership Support
- Schedule Mastery
- Fleet dispatching
- Security and Transport regulations knowledge
References
Rebecca Inia ADT Security Graveshift Supervisor, Onehunga AUCKLAND 0800111238, mb:0272057149
Natalie Smith Waste Management Team Leader, AUCKLAND mb:0211327606 hosken.natalie9@gmail.com
Timeline
Customer Care
NILFISK KERRICK
08.2022 - Current
Customer Service Representative
WASTE MANAGEMENT
07.2015 - 09.2017
Medical and Residential Service Dispatcher
ADT Security
06.2012 - 09.2014
Senior Customer Service Representative
ADT Security
01.2010 - 06.2012
Service Technician and Dealer
ADT Security
07.2009 - 12.2009
Sales and Retentions
ADT Security
08.2008 - 01.2009
Monitoring & Patrol Dispatcher
Armourguard/ADT SECURITY,
06.2005 - 07.2008
Health And Wellbeing Level 2 Certificate
MySKill
NCEA Contact Centre National Certificate Level 3
Skillz
Similar Profiles
Katlyn HamiltonKatlyn Hamilton
Third Grade Teacher at Jefferson County Public Schools-Kerrick ElementaryThird Grade Teacher at Jefferson County Public Schools-Kerrick Elementary
Tracie EvensonTracie Evenson
Customer Care Representative at NilfiskCustomer Care Representative at Nilfisk
Daniel StewartDaniel Stewart
Regional Sales Manager at Nilfisk HPWRegional Sales Manager at Nilfisk HPW