FEONA CHAND
Gore,New Zealand
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the banking industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Customer Service Leader
Kiwibank
02.2023 - Current
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Mentored junior customer service representatives, providing guidance on best practices and fostering professional development within the team.
- Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
- Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
- Balanced multiple priorities in a fast-paced environment, consistently meeting deadlines while maintaining high levels of customer satisfaction.
Administrative Officer
Kiwibank
02.2022 - 02.2023
- Displayed strong organizational skills while managing multiple projects simultaneously
- Analyzed customer needs to determine appropriate banking services and products
- Maintained up-to-date knowledge of current banking trends, industry standards and best practices
- Maintained detailed records of customer accounts, including deposits and withdrawals, to ensure accuracy in all financial transactions
- Engaged customers and prospects using questions to discover financial needs
- Initiated quality financial wellness conversations, adding value to customer relationships
- Researched discrepancies between bank records and customer accounts
- Assisted customers with routine inquiries regarding account balances and account information
- Assisted customers with account management issues such as password resets and account transfers
- Identified opportunities for process improvement initiatives within the bank's operations team
- Reviewed monthly statements for accuracy prior to mailing them out to customers
- Maintained files and filing, keeping sensitive information confidential
- Processed invoices, purchase orders, expense claims and other transactions according to established procedures
- Reviewed incoming documents for accuracy and completeness prior to processing
- Compiled and entered data into various databases to ensure accuracy and completeness
- Answered phone inquiries, directed calls and took messages
- Resolved issues, escalating major conflicts and concerns to appropriate personnel
- Performed general office duties such as photocopying, faxing, mailing correspondence
- Used Microsoft Office Suite to create and revise documents and presentations
- Researched information from various sources to assist with decision making
- Created spreadsheets using Microsoft Excel to track data trends over time
- Provided technical assistance on computer applications and software programs
Customer Service Representative
Coles
01.2022 - 02.2023
- Routed phone calls to appropriate recipients and handled internal business correspondence
- Used various software programs for efficient document creation or editing purposes
- Developed company budgets and tracked expenses to meet profit goals
- Utilized effective problem-solving techniques when resolving customer inquiries or issues in a timely manner
- Lead team to enhance customer service operations, achieving measurable improvements in satisfaction rates
- Implement strategic plans to optimize contact centre performance, resulting in notable revenue growth
- Coordinate cross-functional efforts to streamline processes, reducing operational costs significantly
- Mentor staff to develop skills, fostering a collaborative and high-performing team environment
- Streamlined complaint resolution process, reducing average handling time and boosting customer satisfaction scores significantly
- Developed excellent communication skills while interacting with customers
- Accurately processed refunds and exchanges as per company policy
- Ensured compliance with all health, safety, and security regulations
- Assisted in training new staff members on store policies and procedures
- Maintained high standards of customer service during busy periods
- Handled customer complaints and provided assistance with product selection
- Answered product questions with up-to-date knowledge of sales and promotions
- Answered questions regarding store and merchandise
- Handled customer complaints and inquiries in a courteous and efficient manner
- Maintained a high level of professionalism when dealing with difficult customers
- Provided exceptional customer service to ensure customer satisfaction
Customer Service Representative
McDonald's
02.2021 - 02.2022
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers
- Maintained cleanliness of work areas, including counters, tables and floors
- Kept work areas stocked with supplies and ingredients
- Performed daily opening and closing procedures for restaurant operations
- Monitored food quality and freshness throughout the shift
- Operated fryers, grills, ovens, microwaves and other kitchen equipment safely
- Adhered to all safety regulations when handling food items
- Demonstrated proficiency in operating cash registers and point-of-sale systems
- Contributed to team efforts by accomplishing related results as needed
Administrator
Chand's Grooming Gore
01.2018 - 02.2022
- Answered phone calls and emails from clients to address questions, complaints, and needs
- Utilized computer software to complete various administrative tasks
- Trained newly hired employees regarding company procedures, standards and goals
- Coordinated employee schedules and set dates for company meetings and appointments
- Collaborated with other teams to develop strategies for improving operational efficiency
- Maintained confidential records in accordance with company policy and legal requirements
- Created and maintained filing systems, both electronic and paper-based, for easy access to information
- Developed efficient office procedures, policies and standards that improved workflow and productivity
- Processed invoices, purchase orders and other documents accurately and efficiently
- Created and managed database systems to store and organize information
- Provided administrative support to department staff, including scheduling meetings and coordinating travel arrangements
- Prepared presentations using Microsoft Office Suite applications
- Assisted with budget preparation and tracking of expenses
- Created financial reports for decision-making and strategic planning
Cleaning Assistant
Nowel's Cleaning Services LTD
01.2017 - 02.2020
- Assisted with daily cleaning tasks, such as dusting and vacuuming, to maintain a clean and organized facility
- Utilized appropriate personal protective equipment when handling hazardous materials
- Performed deep cleaning duties on floors, carpets, windows, walls, furniture, fixtures, and other surfaces
- Followed established health and safety regulations while performing all duties related to sanitizing work areas
- Provided exceptional customer service by responding to inquiries in a timely manner
- Maintained accurate records of completed cleaning tasks for future reference
Education
BACHELOR OF BUSINESS -
Open Polytechnic
10-2026
Skills
- Information Security
- Product Knowledge
- Data Entry
- Active Listening
- CRM system proficiency
- Quality Control
- Customer service excellence
- Cash Handling
- Customer Relations
- Team Management
- Escalation Handling
- Client Engagement
- Documentation
- Microsoft Excel
- De-Escalation Techniques
- Microsoft Office Suite
- Administrative Support
- Account Management
- Critical Thinking
- Computer Proficiency
- Filing
- Customer Service
- Problem-solving abilities
- Prioritization
- Office Administration
- Information Management
- Bookkeeping
- Attention to Detail
- Financial Leadership
- Goal Setting
- Office Management
- Strategic Planning
- Team Leadership
- Customer Engagement
- Project Management
- Data Analysis
- Interpersonal communications
Languages
Hindi
Hobbies and Interests
- Dancing
- Playing golf
- Cooking
- Baking
- Cleaning
- Going to the gym
References
- Alisha Rajasekar, Kiwibank, alisha.rajasekar@gmail.com, (022) 423-7855
- Alana Copping, Kiwibank, alana.copping@gmail.com, 02040580254
Timeline
Customer Service Leader
Kiwibank
02.2023 - Current
Administrative Officer
Kiwibank
02.2022 - 02.2023
Customer Service Representative
Coles
01.2022 - 02.2023
Customer Service Representative
McDonald's
02.2021 - 02.2022
Administrator
Chand's Grooming Gore
01.2018 - 02.2022
Cleaning Assistant
Nowel's Cleaning Services LTD
01.2017 - 02.2020
BACHELOR OF BUSINESS -
Open Polytechnic
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