Eva Miller
Tauranga,Papamoa Beach
Summary
Passionate about promoting lasting customer satisfaction by adapting to different personalities and establishing rapport with each individual in a way that makes them feel understood. Dedicated Customer Service professional with knowledge of service delivery and multitasking abilities. Team player with an outgoing, positive and bubbly personality.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Contact centre Customer Service Specialist
Trustpower-Mercury NZ LTD
11.2022 - Current
- Inbound/Outbound call assistance for all queries relating to Electricity, Gas, Broadband and Mobile services.
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Enhancing interpersonal and communication skills to offer all customers excellent customer service.
- Specialist in Broadband and Mobile services diagnostics and troubleshooting.
- Offering advice and assistance to customers, paying attention to special needs or wants.
- Resolving concerns with products or services to help with retention and drive sales.
- Liaising with multiple teams within the company.
- Escalation of service faults for prompt resolution.
- Updated account information to maintain customer records and confidentiality.
- Billing queries and payment arrangements.
- Independent and team working role.
- Working with a series of different software systems on a daily basis.
- Continuous upskilling in services offered to Mercury customers.
- Evolving to new software systems, company protocols and migration of two customer data bases during the merge of Trustpower and Mercury to became one brand.
- Assist Trustpower customers navigate changes as they become Mercury customers. E.g Updated payment details, new Mercury app, New customer service contact number, Current offers and contracts available, understanding the layout of their new billing statements etc.
Dermal Technician, •Laser Technician
The Cosmetic Clinic
05.2022 - 11.2022
- Working in a fast paced environment whilst maintaining quality assurance and client satisfaction objectives.
- Inspection of equipment to identify areas of wear and equipment calibration ensuring safety of Technicians and Clients.
- Maintained compliance with regulatory standards, company protocols and safety requirements.
- Reception duties: House keeping, taking calls, appointment bookings, rescheduling and payment arrangements.
- Input Client notes and treatment plans to client data base.
- Extensive training and education around treatment equipment and professional products. E.g Operation of Candela Grade 4 Medical Lasers and Chemical peels etc.
- Researched and implemented new technologies and equipment.
- Advanced Skin treatment planning and prescription.
- Informing and educating clients about treatments, preparation required and products relating to their concerns or desired outcomes.
- Product recommendation to optimise treatment results.
- Sales strategies to meet sales targets.
Receptionist •Customer support, •Café
Bunnings Warehouse Mt Maunganui
12.2017 - 05.2022
- Barista
- Returns and exchanges
- Click and collect
- Goods Inwards
- Trade account billing and payment/refunds
- Store expense ordering, billing and payment
- Register reconciliation
- Investigation of stolen/damaged/or missing goods and money
- Up to date record keeping of all documents including filing and storage for Audit purposes
- Organising maintenance/ service jobs for forklifts, electric pallet jack etc as well as any other potential service jobs required throughout the store
- Communication with Bunnings remote IT team for all software updates, connection issues or other
- New Team member training
Receptionist •Spa and salon assistant
Salute Hair and Day Spa
09.2020 - 02.2021
- With spa treatment experience filling in for full time beauty therapists.
- Supported reception desk, receiving phone calls, entering appointments, and collecting payments for services completed.
- Freed up stylists to focus on customers by personally handling basic tasks such as restocking supplies.
- Assisted hair stylists with colorwork by applying base colours and toners.
- Recommended products for clients based on individual needs.
- Updated client records and maintained client confidentiality.
- Kept work areas, tools, and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
Education
NCEA Level 1 -
Tauranga Girls' College
Tauranga, NZBeauty Therapy
Face And Beauty Academy
Tauranga, NZWorkplace Education
Edvance
Tauranga, NZLaser Safety
Tasa
Business Management
Toi Ohomai Institute of Technology
Poike, NZSkills
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Document and Records Management
- Effective Written and Verbal Communication
- Call Centre
- Ability to Work Independently or as a Team
- Communications Strategies
- Billing Adjustments and Refunds
- Competent computer skills
- Professional phone manner
- Superb attention for detail
- Fast learner
- Prioritization and Prompt completion of all tasks
- Multitasking and ability to work between multiple systems efficiently
- Valid Full NZ Drivers License
- Cultural Awareness
- Sales and Upselling
- First-Tier Technical Support
Certification
Beauty Specialist Certificate Level 4 Full driver's license Tauranga Girls' College NCEA Level 1 Academic achievement certificate- Pre entry Police course
Timeline
Contact centre Customer Service Specialist
Trustpower-Mercury NZ LTD
11.2022 - Current
Dermal Technician, •Laser Technician
The Cosmetic Clinic
05.2022 - 11.2022
Receptionist •Spa and salon assistant
Salute Hair and Day Spa
09.2020 - 02.2021
Receptionist •Customer support, •Café
Bunnings Warehouse Mt Maunganui
12.2017 - 05.2022
NCEA Level 1 -
Tauranga Girls' College
Beauty Therapy
Face And Beauty Academy
Workplace Education
Edvance
Laser Safety
Tasa
Business Management
Toi Ohomai Institute of Technology
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