Fiona Paynter
Hamilton,Chartwell
Summary
Experienced customer service professional with a strong track record in team management and prioritizing customer satisfaction while meeting organizational goals. Demonstrated expertise in case management and leading a team of customer excellence representatives. Skilled in developing and executing successful promotional campaigns alongside sales teams. Committed to delivering a seamless customer experience while driving sales. Proficient in handling challenging situations with finesse and adept at cultivating and maintaining crucial organizational relationships.
Overview
25
25
years of professional experience
Work History
Team Trainer/Customer Service
Fisher & Paykel
12.2020 - Current
- Managing and motivating the Customer Desk team that services both Australia and New Zealand
- Training and Coaching all team members in all areas of the Customer Service Role
- Ensuring the team was meeting KPI’s and identifying what knowledge gaps needed to be filled for each individual team member and preparing specific and individual coaching plans for each team member
- Being the first point of contact for all escalations and complaints
- Creating and implementing SAP reports to be run to ensure the team was working proactively rather than reactively and ensuring there is end to end order management that did not require customer follow up
- Liaising between all departments of the business with senior staff to ensure my team was not only giving effortless external customer service but also effortless internal customer service
- Identifying areas of procedure and process that required change or update and liaising where necessary with other parts of the business to ensure changes were accepted and transitioned smoothly
- Actively promotiing the “One DeLaval” belief.
- Trained new employees in specific job requirements.
- Cross-trained existing employees to maximize team agility and performance.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Set positive example for team members by providing high-quality, efficient service.
- Demonstrated new products, procedures and techniques to employees.
- Mentored junior employees to improve performance, food safety, and customer service.
- Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
- Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
- Produced training materials and gathered resources to equip crew members with learning opportunities.
- Liaised with other departments to coordinate training activities and resolve any issues or concerns.
- Documented training and progress on database to enable tracking history and maintain accurate records.
Customer Services Manager
DeLaval
03.2019 - 03.2020
- Managing and motivating a team of Customer Excellence Representatives achieve business objectives and core values while delivering an effortless customer experience
- Assisting with coaching and training of the team
- Running reports to ensure targets are being met and supporting team members achieve their goals by implementing appropriate strategies for the individual and team
- First point of contact for escalations and complaints
- Completing projects to ensure greater efficiency and understanding of the business that promotes a sense of unity between all departments
- Ensuring the customer service team maintains a high level of achievement that is customer focussed and retains business and promotes new business.
Promoted to Team Lead Food Care NZ (U4)
Sealed Air Corporation
01.2018 - 02.2019
- Managing and motivating a team of Customer Excellence Representatives achieve business objectives and core values while delivering an effortless customer experience
- Assisting with coaching and training of the team
- Running reports to ensure targets are being met and supporting team members achieve their goals by implementing appropriate strategies for the individual and team
- First point of contact for escalations and complaints
- Completing projects to ensure greater efficiency and understanding of the business that promotes a sense of unity between all departments
- Ensuring the customer service team maintains a high level of achievement that is customer focussed and retains business and promotes new business.
Promoted to Customer Service Excellence Trainer (U3)
Sealed Air Corporation
06.2017 - 01.2018
- Continued to manage a portfolio of customers as well as being promoted to a Customer Service Excellence trainer which involved delivering set modules across all customer service departments, helping develop the new onboarding strategy for new employees and being responsible for training new staff and upskilling existing staff.
Customer Service Representative Food Care Australia (U2)
Sealed Air Corporation
11.2015 - 06.2017
- Managing a portfolio of customers in Australia via phone and email in line with the core business values in a global organisation
- Liaising with customers, Account Managers, production, planning, and logistics to meet and exceed customer expectations and deliver an effortless customer experience.
Customer Services Representative
Work and Income NZ
01.2015 - 10.2015
- Telephone based role answering customer queries about products and services offered by Work and Income NZ
- Providing financial assistance where able and referring customers to the branch where necessary.
Administration Assistant
Geoff Dalzell & Assoc.
12.2006 - 11.2007
Case Manager
Accident Compensation Corporation
06.2003 - 03.2006
- Case management role assisting customers with access to appropriate rehabilitation for a return to work and/or lasting independence
- Creating and maintaining relationships with outside agencies and employers to ensure seamless case management and outcomes.
Case Manager
Work and Income NZ
01.2002 - 06.2003
- Customer facing case management role managing a caseload of diverse customer needs, ensuring full and correct benefit entitlement and tailored assistance with returning to work or training.
Customer Services Representative
AMP Superannuation Call Centre
01.2001 - 12.2001
Case Manager
Work and Income NZ
03.1999 - 11.2000
- Customer facing case management role managing a caseload of diverse customer needs, ensuring full and correct benefit entitlement and tailored assistance with returning to work or training.
Education
Bachelor of Arts - English
Massey University
New Plymouth, NZ12.2004
Skills
- Proven team management skills
- Ability to improve processes
- Team training skills
- Strong communication skills
- 4 years SAP experience
- 3 years Salesforce experience
- Performance monitoring
- New Employee Training
- Course Development
- Staff Training
- Training delivery
- Conflict resolution techniques
References
- Kyle Beetham, Customer Service Manager, Sealed Air, 027 489 8989
- Bevan Sam, Team Lead, Sealed Air, 021 520 015
- Bernice Hampton, Supply Chain Team Leader, DeLaval, 027 368 3040
Timeline
Team Trainer/Customer Service
Fisher & Paykel
12.2020 - Current
Customer Services Manager
DeLaval
03.2019 - 03.2020
Promoted to Team Lead Food Care NZ (U4)
Sealed Air Corporation
01.2018 - 02.2019
Promoted to Customer Service Excellence Trainer (U3)
Sealed Air Corporation
06.2017 - 01.2018
Customer Service Representative Food Care Australia (U2)
Sealed Air Corporation
11.2015 - 06.2017
Customer Services Representative
Work and Income NZ
01.2015 - 10.2015
Administration Assistant
Geoff Dalzell & Assoc.
12.2006 - 11.2007
Case Manager
Accident Compensation Corporation
06.2003 - 03.2006
Case Manager
Work and Income NZ
01.2002 - 06.2003
Customer Services Representative
AMP Superannuation Call Centre
01.2001 - 12.2001
Case Manager
Work and Income NZ
03.1999 - 11.2000
Bachelor of Arts - English
Massey University
Similar Profiles
Janice PonceJanice Ponce
Banking & Credit Officer at Fisher & PaykelBanking & Credit Officer at Fisher & Paykel
Samantha MussonSamantha Musson
Retail Experience Manager at Fisher & PaykelRetail Experience Manager at Fisher & Paykel
Eric DashnerEric Dashner
Senior Appliance Technician at Fisher & Paykel AppliancesSenior Appliance Technician at Fisher & Paykel Appliances