Erica Wood
Tawhero,Whanganui
Summary
I am a customer-focused professional, with over 35 years experience in providing front-line customer services excellence, in both customer services and sales roles. I thrive in busy and challenging environments and embrace the opportunity to find solutions, with positive outcomes for all parties involved.
I bring a wealth of transferable skills that I would love to apply to your business.
I am highly motivated and energetic addition to any team, I am committed to learn, grow and develop both personally and professionally. I don't settle for mediocrity. Quality-driven customer service is always my aim.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Playground Centre
, Whanganui
01.2023 - 01.2025
- First point of contact - Answered incoming customer enquiries regarding product/service and account information.
- Performed data entry of customer orders into the company's order management system.
- Effectively managed quotes, invoices and contracts
- Processing NCR (Non-Conformant Reports), resolving customer issues with effective solutions.
- Manage email and phone ques and communications - respond and prioritise enquires
- CRM data entry and follow up on quotes to convert to sales
- Provide support to sales team
- Obtain prices and costings on products for customers
- Helping find customer solutions to their playground needs
- After sales and warranty follow up
- Assist and communicate with other staff regarding crossover of duties and work flow
- Provided assistance to customers in navigating our website, placing orders, and resolving complaints
- Set up and record weekly Sales and Training meetings
- Filing of all manufacturing documents
Customer Service's - Service Centre Coordinator
Horizons Regional Council
, Whanganui
07.2018 - 01.2023
- Day to day running of service centre, providing administration support to a team of up to 25 staff
- Contract maintenance of service centre & service centre vehicles
- Face to Face customer service of internal and external customers
- Providing exceptional service to our ratepayers, and assisting them to understand what we provide
- Answering inbound customer calls
- Processing customer requests
- Banking and all end of day needs
- Assisting PA's with booking all travel & accommodation for training needs, catering supplies
- Assisting and implementing ways to reduce Council overhead and running costs
- Problem-solving with network and system issue's
- Adhere to KPI's
- Being available to oversee all evacuations & flood response
- Deliver fast, friendly and knowledgeable service for routine questions and service complaints
- Update system operating procedures - Resource guides
Customer Services Officer - Home Agent
Auckland Council 2017-2018
, Auckland
06.2017 - 07.2018
- Answering inbound customer calls
- Processing customer requests
- Assisting customers with needs, raising & coordinating jobs with contractors, feeding response's back to customers
- Being available if evacuations occur in the main Council building to keep service streamlined
- Self-managed and unsupervised
- Problem-solving with network issue's
- Utilized active listening and communication skills to address customer enquiries and escalate issues to supervisor
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Managed high-volume of inbound and outbound customer calls
- Documented customer correspondence in CRM to track requests, problems and solutions
- Reviewed files, records and other obtained documents to respond to customer requests
- Investigated and solved routine and complex customer issues to earn repeat business
- Maintained strong call control and quickly worked through scripts to address problems
Call Centre Customer Service Representative
Auckland Council Formally Rodney District Council
Orewa, Auckland
07.2006 - 06.2017
- Answering incoming calls and provided highest level of professionalism and knowledgeable service to every customer
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Documented customer correspondence in CRM to track requests, problems and solutions
- Maintained strong call control and quickly worked through scripts to address problems
- Pursued networking opportunities to advance client relations skills and enhance customer satisfaction internal & external
- Helped clients navigate online systems within established frameworks to obtain services
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Assisted in manning Visitor Information Centre when short staffed
- Social Club Events Organiser
- Consulted with customers regarding needs and addressed concerns
- Asked probing questions to determine service needs and accurately input information into electronic systems
Education
Rangitoto College
North Shore AucklandSkills
- Patience
- Quick Learner
- "Roll up your sleeves" and "Lets do it" work ethic
- Attentiveness
- Clear Communicator
- Ability to use "Positive Language"
- Organized and methodical
- Great Time Management
- Ability to "read" customers and adapt to their needs
- Easily connect with customers and colleagues
- Customer Service Excellence
- Multitasking and Organization
- Staff Development and Training
Timeline
Customer Service Representative
Playground Centre
01.2023 - 01.2025
Customer Service's - Service Centre Coordinator
Horizons Regional Council
07.2018 - 01.2023
Customer Services Officer - Home Agent
Auckland Council 2017-2018
06.2017 - 07.2018
Call Centre Customer Service Representative
Auckland Council Formally Rodney District Council
07.2006 - 06.2017
Rangitoto College
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