Ella Pilkinton-Ching
Wellington
Summary
I am an honest, community-minded person with a broad customer service background spanning the public sector, aviation industry and hospitality. I am currently studying toward a Level 5 Diploma in Sport, Recreation and Exercise at the New Zealand Institute of Sport, and am looking for a part-time job at present. I value accessibility and inclusion, and am seeking work in a hands-on, people-centred environment.
Overview
8
8
years of professional experience
Work History
Ministry of Business, Innovation and Employment
Dispute Resolution Coordinator
10.2022 - 01.2024
- Responded to enquiries from the Service's clients on a wide range of issues.
- Provided information and guidance to assist in resolving disputes between parties.
- Explained the mediation process and arranged mediations to occur both in-person and via Zoom.
- Worked with the team at a national level to prioritise and manage the workload.
Ministry of Business, Innovation and Employment
Client Services Advisor
02.2022 - 10.2022
- Responded to customer queries regarding MIQ fees and facilities, quarantine-free travel, pre-departure testing, and vaccination requirements for border entry.
- Upskilled into another CSA position at the Immigration Contact Centre, where I responded to customer queries over the phone regarding Immigration New Zealand visa application processes.
Air New Zealand
Customer Service Agent
04.2021 - 02.2022
- Liaised with cabin crew and ground staff to enable the timely boarding and departure of regional flights
- Efficiently facilitated the checking in of groups and individuals for their domestic flights, using CARINA Departure Control System
- Accompanied children and passengers with disabilities to their aircraft, and provided accessibility solutions where needed (e.g. aisle wheelchairs, disabled passenger lifts)
The Library
Front Of House
09.2020 - 03.2021
- Independently managed a busy section with high customer turnover.
- Maintained a safe environment by monitoring alcohol consumption and checking IDs where necessary.
- Performed opening and closing duties to enable a smoother service
The Borough
Front Of House
01.2020 - 09.2020
- Provided recommendations according to customers' preferences and dietary requirements.
- Served coffee and baked goods in the cafe section.
Cafe Kaizen
Front Of House
07.2018 - 03.2019
- Assisted with food prep in the kitchen
- Performed closing duties at the end of the day
- Processed orders and payments on the till
- Prepared cabinet food and cold beverages
Peppermill Cafe & Bar
Front Of House
09.2015 - 07.2018
- Clearing tables
- Running food and drinks
- Preparing and serving cabinet food
- Processing payments on the till
Education
New Zealand Institute of Sport
Wellington, NZ2024
Victoria University of Wellington
Wellington, NZ2021
Aotea College
Porirua, NZ2017
Skills
- EFTPOS and cash-handling
- Previous use of Onetap POS system
- Complaint-handling
- Caseload management
Interests
- Aerial arts
- Travel
- Gym
Volunteer Experience
I spent nine months of 2019 living in Cipolletti, Argentina, where I taught English in a range of settings, and volunteered at a language institute in a neighbouring city called Neuquén.
This work included
- Assisting with conversational English classes in multiple corporate environments and a language institute (Multilingua Idiomas, Neuquén)
- Independently teaching small English classes for teenagers and adults in my neighbourhood
- Tutoring students at a local high school, in preparation for their spoken PET and FCE exams (Colegio Confluencia)
- Marking and correcting student work for the above classes.
Referees
Cyprien Pesques
Level 5 Diploma Sport, Recreation and Exercise Tutor, New Zealand Institute of Sport
cyppesques@gmail.com
+64 22 513 4738
Ingrid Neilson
Manager Case Mangement, Ministry of Business, Innovation and Employment
ingrid.neilson@mbie.govt.nz
+64 21 833 384
Mereana Hunt
Team Manager, Ministry of Business, Innovation and Employment
mereana.hunt@mbie.govt.nz
+64 27 508 7466
Timeline
Ministry of Business, Innovation and Employment
Dispute Resolution Coordinator
10.2022 - 01.2024
Ministry of Business, Innovation and Employment
Client Services Advisor
02.2022 - 10.2022
Air New Zealand
Customer Service Agent
04.2021 - 02.2022
The Library
Front Of House
09.2020 - 03.2021
The Borough
Front Of House
01.2020 - 09.2020
Cafe Kaizen
Front Of House
07.2018 - 03.2019
Peppermill Cafe & Bar
Front Of House
09.2015 - 07.2018
New Zealand Institute of Sport
Victoria University of Wellington
Aotea College
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