Fiona Dermondy
Lower Hutt,WGN
Summary
My heart’s desire to assist people has always been my ultimate goal in life. It always makes me feel that I have accomplished something when I assist a customer get what they have want. I am a people’s person and very customer focused. My ideal career goal would be in a customer service orientated organisation and having the feeling I have made someone’s day just that brighter by something I have done. It is the most heartwarming feeling that I made a difference.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Resolutions Cooridinator
Wellington Electricity
Petone, WGN
07.2023 - Current
- Investigate customer and retailer related complaints and enquiries in accordance with established processes and polices.
- Respond to all complaints and enquiries in a timely manner whilst translating techincial terms into a customer friendly reply via email or through phone communication.
- Mitigate damages reported through customer complaints and claims, including when compensation is requested.
- Escalate complex customer issues to higher management for resolution.
- Collaborate closely with other areas of business to resolve customer complaints/enquires.
- Engage with the community through customer visits to better understand customer's situation and through community events.
- Provide feedback on process improvements that could enhance the overall customer experience.
- Monitor performance of call centre interactions with customers to ensure service levels are delivered.
- Maintain relationship with local councils relating to streetlights.
- Perform data entry tasks as required.
111/AMS Team Leader
Spark
Wellington, WGN
02.2020 - 06.2023
- Fostered positive employee relationships through effective communication, training/coaching and development.
- Developed open and professional relationships with team members and working collaboratively with Site Partners to build towards improving the 111/AMS Services across the board by our agents.
- Kept work stations clean, neat and tidy and hygiene standards were upheld by all employees daily following announcement of Covid Pandemic. Bringing BCP preparedness into the team and show the importance and awareness of being ready for any situation, regardless of scale of the event. Created awareness by promoting 'Grab Bags' and demonstrated this with having my own bag.
- Advertise and recruitment when required, screen applicants, planned/organised assessment centres, interviewed, hired and trained new employees. Planned and prepared the 2 week induction training, facilitated classroom training of 111 process and procedures, resilience and soft skills training.
- Engaged with external organisations and formed partnerships to assist with recruitment needs.
- Lead by example, adhere to company policies, source and answer questions that are directed to me.
- Manage and investigate matters of concern and if required, follow through with disciplinary action. Have difficult and uncomfortable conversations with direct reports/team.
- Support, motivate and empower team members to work to build customer satisfaction and loyalty, to support retention and growth. Encouraged staff to take onus of their own development and communicate in monthly 1:1 meetings and work on creating individual development plans and thereafter, work towards putting course of action in place where possible.
- Offered constructive criticism regarding quality assurance on call audits of employees calls for both 111 and AMS calls.
- Supported and led the team through a consultation restructure, keeping team morale up and boosting energy levels. The impacts varied across the team however being there to support the team was extremely important.
- Building resilience through extremely high-pressured and stressful situations. Bringing my 'whole-self' to work was important for me and being present for my people through tough times helped grow me as a people leader and grew overall team culture, as they know that I am there for them.
- Be flexible with hours of work and be available for direct reports/team as/when needed. Show this by spreading time across all agents and aligning shift hours accordingly to meet with all direct reports.
- Sharing responsibility with being on-call team leader in a rotation roster with the other team leads. Showed to be a team player by covering for other leads as/when required.
Ahrs Contact Centre Team Leader
Wellington City Council
Te Aro, WGN
05.2014 - 02.2020
- Leading and motivating my team to provide and deliver exceptional customer service. Build individual working relationship with all direct reports - including well-being, work/personal is checked on. Be supportive, good listener and there for my people.
- Performed call quality audit checks on CSRs, identified areas for training/coaching opportunities to improve CSRs performance, tracked progress and provided feedback on monthly basis. Understanding individual needs, sourcing additional support when needed, giving guidance with teaching staff, extending with full understanding of ahrs end-to-end processes and arranging outings with selected business units.
- Collaborated with Leadership Team and across Council to improve & streamline process and procedures for Contact Centre. Leadership meetings were generally held on a weekly basis to discuss all areas within our own business unit and general matters of importance or interest.
- Established and maintained working relationships with business units across Council and with external stakeholders. I attended meetings with other business units for all matters that affected the day-to-day operation of the contact centre and that there was always a process in place for ahrs, general information sharing and catch up’s within other areas of Council.
- Acted with integrity and role-modeled the Council values at all times. Ensured that how I showed up and presented myself was of high standards at all times and that I influenced the same behaviours/standards to my direct reports every day.
- Managed staff rosters/adherence - sourcing additional cover as/when required.
- Manage all adherence/performance matters individually, documenting and discussing with each staff member. Sourcing additional support from HR/Management when required. These were followed up afterwards with ‘One on One’ meetings to discuss their results and to set their future development needs for improving their performance. This included an individual performance plan was created for each staff member and discussed/updated as needed by either staff/TL.
- Manage all disciplinary issues directly with individual staff member.
- Managed escalations, customer complaints and assisted staff with complex customer enquiries.
- Motivating and keeping team morale up - celebrating and sharing team success, inspire and boost spirits during high pressured times.
- Staffing requirements - reviewed/screened applicants, assisted with assessment centre planning/running and included in decision making before employing new staff member. Assisted with training once onboard, delegated as/when required for specific specialised duties, included ahrs staff to assist with buddy support training.
- Making sure that any health and safety concerns are raised and escalated to the right person if required. Ensuring that our work environment is safe and hazard free is definitely a high priority for my position.
- Managing the Contact Centre BCP. Ensuring that we are prepared and ready for any type of emergency situation 24/7. All scenarios are planned for and all staff are fully trained with clear understanding of what to do if a situation arises. Preparing oncall BU rosters, equipment (eg. Headsets, pens, manual logging pads etc), handheld RT and back-up cellphone is ready if needed. Ensure 6 month checks with all staff to ensure they knew how to implement our BCP if it was needed.
- Collating all Contact Centre staff emergency information.
- Induction H&S Training for new employees. Going through ‘preparedness’ planning at the beginning of employment (eg. Grab-bag, role of CSR in emergency natural disaster scenarios) and encouraging preparedness.
- Ensured that when planned maintenance work was scheduled that these were communicated to the team and initiated manual processes for services that were impacted. Communication to the team and impacted business units both internally and external stakeholders.
- When new processes or changes to processes were made, ensured clear communication of these were rolled out to the team. Regular checking in with staff to ensure they are clear and confident with any new procedure that is rolled out.
- Assist with training new staff, coaching and upskilling for staff development.
- Showed flexibility by working hours that aligned to business and team needs.
- Work on my own development by attending various conferences organised through ALGIM, CCINZ, and completed various leadership courses. All of these help with my growth & development as a people leader.
Customer Service Representative
Wellington City Council
Wellington, WGN
11.2012 - 05.2014
- Managed a diverse range of customer enquires/requests through various channels including phone calls, email, text messages, Council Fixit app and WCC social media. Responded to enquiries about Council’s services and facilities, as well as any general information enquires about what is happening across the city.
- Managed calls through specialised lines which included booking Building Inspections for BCC, Swimwell/Rec bookings, taking parking infringement payments, Wellington Waterfront Ltd (prior to services being brought inhouse), Meridan Energy Wind Farm enquiries/complaints and Central Library calls.
- Used Council resources to locate correct information to provide to customers. Navigated use of the Contact Centre Guide and WCC website as main information sourcing tool. Provided feedback to management when information in the internal guide required updating due to incorrect information or needed editing.
- Used CONFIRM Enterprise to log service requests for a wide variety of facilities which included Animal Control, City Housing, Council-owned properties, Roading & Transport, Noise Complaints, Water and Drainage, Parks and Gardens, Parking Complaints, Rates and various other Council services.
- High standard with accurate spelling, punctuation and grammar. Ensured accuracy with all jobs raised was tracked through monthly audit checks by TL and always showed a very high quality standard when results were feedback to me.
- Maintain a high level of call control during each call interaction. Adapt to the callers needs depending on situations such a language barriers, mental health issues or angry & aggressive callers. Managing situations using a variety of techniques such as listening to the caller, allowing them to speak/vent, acknowledging the situation, slowing my communication down if required, advising clear course of action and being honest/genuine about what you're doing is important.
- Keeping up-to-date of important information, changes of procedures, upcoming events/consultations and anything that may impact service ahrs. Alongside reading emails/internal blog updates, also check in with peers/TL to ensure I'm across all that is needed before starting my shift.
- Time management by arriving at work in a timely manner, being prepared and ready.
- Assisted my TL by taking on extra duties , assisted by training new staff members and shared the responsibility of the Confirm Update email folder for escalations and reassigning service requests.
- In time, became responsible to oversee any urgent issues when my TL was not onsite.
CSR/Supervisor/Shuttle Dispatcher
Wellington Combined Taxis
Wellington, WGN
03.2006 - 09.2012
- Answering incoming calls and actioning requests for taxi bookings or directing calls accordingly.
- Customer service skills built on including good manners, patience, listening, showing compassion and empathy towards the customer and their needs.
- Worked various hours over 24hr period and showed flexibility by doing extra hours at short notice.
- Gained area knowledge of the Wellington Region
- Performance development throughout employment: taxi booking CSR, mobility/van co-ordinator, dispatch query operator, shift supervisor, shuttle booking CSR and shuttle dispatcher.
- Actioning email taxi/shuttle bookings for the companies major cliental base and responding to customers with confirmation of bookings. This included large groups going to/from the airport, group functions, school balls etc and this also consisted with entering taxi bookings.
- Shift supervisor responsibility with maintaining appropriate staff coverage on shift and sourcing staff due to planned/unplanned leave.
- Managed customer complaints/compliments, de-escalated customer concerns, maintaining calm, friendly demeanor.
- Systems used: Raywood Dispatch, MT Data and Dispatchgate
- Organised upcoming shuttle booking transport and dispatching of bookings, whilst ensure that customers would not be compromised with meeting their connection transportation.
- International Flight Disrupts for Air New Zealand & Virgin Blue Airlines moving between 100-200 passengers to hotels within the Wellington City or residential suburbs.
- Showed great time management and organisation skills. Worked well under pressure, good team player and worked well individually.
Courier Driver
NZ Couriers
Lower Hutt, WGN
12.2005 - 01.2006
- Stocking & packing pharmaceutical & photograph orders Hutt Valley pharmacies. Organising and loading courier van for quick & easy delivery to pharmacies throughout the suburbs of the Hutt Valley Region.
- Transported orders to specified destinations safely and on-time. Ensuring that all critical/urgent stock requests were received by pharmacies, so that they meet their customer needs too.
- Whilst driving, making sure I was courteous to other motorists, driving to the road rules & conditions were essential and always adhered to.
- I gained utmost respect from other colleagues with what I done whilst in and out of the depot and soon had other drivers wanting me to cover their runs from time to time.
- Cleaned vehicle regularly to maintain professional appearance.
CSR/Dispatcher
Hutt & City Taxis Ltd
Alicetown, LOWER HUTT
08.2002 - 07.2005
- Answering incoming calls and actioning customers request by entering their taxi booking request into system.
- Began by taking standard taxi booking and trained very quickly to taking all booking requests which included van bookings for large groups, mobility wheelchair bookings.
- Customer service skills excelled in this role. I gained a lot of personal interaction with speaking to regular cliental on the phone and received a significant amount of feedback from customers.
- Overtime, was trained as the Van Coordinator/Query Dispatcher Operator and being responsible for the taxi fleet on-shift, dispatching/assisting drivers as/when required.
- Responsible for organising all van bookings for Friday & Saturday evenings. Assisted Operations Manager with 'Ministry of Education' school bookings for disabled/special needs children and ensuring the needs to the children were met and being the liaison between the company and caregivers.
- Working with the disabled community inspired me to work with people and giving back to the community. Taking exceptional care with the needs of those whom are less fortunate than others was amazing and eye opening to their community.
Dispatch Assistant
Motor Trade Association
Wellington, WGN
10.1999 - 12.1999
- Assisting with completing all customer stationary orders and dispatching them out for courier pick up.
- All orders were done very carefully to ensure that customers received what they ordered.
- Attention to detail was a must as there weren’t just stationary to package up. MTA Vouchers is also a huge part of the business and extreme care had to be taken for those orders.
- Assisted with monthly stock take.
Kitchen Hand Assistant
Chalet Caterers
Woburn, Lower Hutt
06.1996 - 06.1997
- Assisting with food preparation.
- Hygiene standards & cleanliness were required at all times whist in the kitchen area.
- Assisted with the large catering functions which involved preparing party foods & serving on the floor at functions.
- Customer Service with a friendly, warm smile was required at all times.
Education
Hutt Valley High School
1993-1995
Lower Hutt, WGNThe Correspondence School
1995-1997
Thorndon, WGNSkills
- Customer service experience
- Customer focused
- Team Leader / People leader experience
- Contact Centre experience
- Training/Coaching experience
- Recruitment experience
- Great communication skills (verbal/written)
- Resilient
- Quick Learner
- Health & Safety
- Honest & reliable
- Team player
- Collaborative
- People skills
- Friendly, positive attitude
- Organizational skills
Personal Information
Spending time outdoors, 4WDing, spending time with my children, grandchildren, family & friends. They give me the encouragement to push myself to achieve any goal I set my mind on. Living life and being around people, helping where I can.
References
Carol Wahrlich
Customer Services Manager
Wellington City Council
Mobile: 021 227 8688
Enisha Kilkelly
Contact Centre Team Leader - Day
Wellington City Council Mobile: 027 803 0018
Rani Heath
(Former) Ahrs Team Leader
Wellington City Council
Mobile: 027 783 3881
Certification
Pitmans Qualifications - November 1995
- Elementary - First Class
KiwiHost Wellington - June 1997
- Customer Service Training
Learning Links Company Limited - September 1997
- NZ National Nanny Certificate
- Infant & Childcare Module
Crucial Conversations Training - September 2014
- Certificate of Completion
Skills Org: NZQA National Certificate - February 2016
- Business (First Line Management - Level 4)
Timeline
Customer Resolutions Cooridinator
Wellington Electricity
07.2023 - Current
111/AMS Team Leader
Spark
02.2020 - 06.2023
Ahrs Contact Centre Team Leader
Wellington City Council
05.2014 - 02.2020
Customer Service Representative
Wellington City Council
11.2012 - 05.2014
CSR/Supervisor/Shuttle Dispatcher
Wellington Combined Taxis
03.2006 - 09.2012
Courier Driver
NZ Couriers
12.2005 - 01.2006
CSR/Dispatcher
Hutt & City Taxis Ltd
08.2002 - 07.2005
Dispatch Assistant
Motor Trade Association
10.1999 - 12.1999
Kitchen Hand Assistant
Chalet Caterers
06.1996 - 06.1997
Hutt Valley High School
1993-1995
The Correspondence School
1995-1997
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