Esther Bourne

• Provide customers with a single point of contact for their service needs
• Taking ownership of issues that cannot be resolved on the first call through to end resolution (as confirmed by the customer), while keeping the customer fully informed on progress
• Managing a variety of calls and contacts from customers, depending on the Arohia customer or issue segmentation
• Service &/or technical issues - diagnose the problem, resolve the issue in a prompt manner, &/or actively engage the appropriate SME Experts (COE) within the team with subject matter expertise to help
• New sales or service orders - Ensuring customers are receiving the best and appropriate plans, and for the correct pricing.
• Deliver a high standard of customer experience, resolving issues within the Arohia team
• Respond and troubleshoot all customer interactions via any channel, and identify appropriate service solutions, including upsell opportunities in an efficient and timely manner
• Own the customer relationship and communications where first call fix is not possible, including any case management required to receiving Customer confirmation of resolution or confidence in billing
• Representing One NZ by making a positive impression with the customer through every interactioncontributing to positive NPS in line with team and individual goals.
• Accurate & timely capture of customer interactions, actions taken and resolution including cause
• Look for ways to continuously improve how Arohia operates and how we deliver for our customers
• Actively contribute to knowledge sharing and learning across Arohia team members to enableyourself, and your colleagues, to resolve more customer calls first time
• Participate in actively identifying changes which can continuously improve the service experience andprocesses for all our One NZ customers
• Actively drive continuous improvement initiatives with an own it mentality & personal responsibilityfor success

Systems:

• Seibel
• TP2
• Chorus Assurance
• CeeCat
• Salesforce
• Service Hub

• Dealing with customer inquiries across multiple channels including voice, chat, email, and social networks as required
• Process service orders in the subscriber management system with an elevated level of accuracy
• Generate new business opportunities and operational savings by adding value and upselling targeted offers
• Completing ad-hoc tasks as requested by the management team
• Provide customer feedback and trends to Team Leader to assist with operations and business improvements
• Alert Team Leader or Managers to any impediments to campaign, client or operational
• Strive to exceed expectations and deliver an elevated level of customer service to all customers and clients
• Develop a prominent level of subject matter knowledge
• Set up technician appointments according to schedule availability
• Supplied information about available products and services, membership details and purchase advantages

• Demonstrate strong and honest customer service and rapport with existing and new members
• Answer inbound calls using Pure Cloud system
• Communicated with clients about account services, statements, and balances
• Entering data and order for new and existing customers
• Troubleshooting for member’s logins
• Evaluated customer information to explore issues, develop potential solutions and keep high-quality service
• Entered customer interaction details in sales system to track requests, document problems and record solutions offered
• Entered customer information into customized computer system to document and organize client records
• Recommended products to customers and suggested other options if preferred product was unavailable
• Addressed customer account discrepancies and concerns

• Company Overview: (Henderson Valley School)
• Supplying a safe and fun environment for before and after school programs for kids Before/ After School Care and School Holidays for 3 school sites
• Maintain safety protocols for kids and staff on site
• Check staff rosters and absentees to replace or cover
• Check in with the Director on wat is needed for the 3 sites
• Weekly shopping for the sites
• Meetings with Staff either via zoom or face to face every End and Beginning of the week
• Food safety check
• Admin for the sites: invoices sent to parents, program planning for the term and holidays, site and staff safety
• Greeting parents and children to arrive at site
• Opening, closing, and cleaning up of sites
• Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences
• Managed and supervised administrative and daily program operations, complying with policies and regulations
• Identified program obstacles and communicated impacts to team
• Coached team members on productivity strategies to accomplish challenging goals
• (Henderson Valley School)

• Greeting customers and visitors
• Processing Sale Agreements (Manually and Electronically using Citrix)
• Answer Phones, replying to emails and filing
• Processing payments, Account closure forms/ Cancellations of customer accounts
• Completed paperwork, recognizing discrepancies, and promptly addressing for resolution
• Collaborated with team members to achieve target results
• Collaborated with customers to understand needs and provide excellent service
• Participated in team-building activities to enhance working relationships
• Demonstrated respect, friendliness, and willingness to help wherever needed

• Receiving orders from customers and entering in database (Exonent, MYOB & CRM system)
• Managing trucks and consulting with drivers ensuring prompt deliveries
• Answering emails via Outlook/ Gmail and processing invoices
• Organising meetings and appointments for company Directors with other big buyers (Supermarkets and Freight Companies)
• Organising Sales Reps Area Call Cycles and Sales Reports
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures
• Evaluated performance against goals and implemented appropriate development plans
• Targeted and prospected for new business through telemarketing, individual creativity, and innovation
• Established and cultivated solid business relationships with new or existing customers