Summary
Overview
Work History
Education
Skills
Timeline
Generic

Fiona Spalding

Tauranga

Summary

Dynamic and detail-oriented professional with a proven track record at Inland Revenue Department, excelling in customer support and technical troubleshooting. Recognized for enhancing customer satisfaction through effective communication and problem-solving. Skilled in managing complex inquiries and maintaining accurate financial records, demonstrating strong multitasking abilities and a commitment to excellence.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Overview

28
28
years of professional experience

Work History

Administrator

Dynamic Administration
06.2023 - 04.2025
  • Assisted in daily administrative tasks to ensure smooth office operations.
  • Managed appointment scheduling and maintained calendars for staff members.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
  • Streamlined invoice processing.
  • Maintained database systems to track and analyze operational data.
  • Assisted in budget tracking and expense reporting using financial software systems.
  • Maintained accurate financial records through diligent bookkeeping practices and regular audits of financial transactions.

Technical Customer Service Representative

Inland Revenue Department
12.2007 - 05.2025
  • Resolved technical issues for customers through troubleshooting and effective communication.
  • Improved first-call resolution rates by effectively troubleshooting and diagnosing customer concerns.
  • Served as an escalation point for advanced troubleshooting scenarios, leveraging extensive product knowledge to resolve complex issues quickly.
  • Conducted thorough training sessions for new hires.
  • Provided comprehensive product knowledge to customers, enabling them to make informed decisions about their taxes.
  • Enhanced customer satisfaction by promptly addressing and resolving technical issues.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Customer Service Officer

Inland Revenue Department
01.1997 - 12.2006
  • Resolved customer inquiries regarding tax regulations and compliance efficiently.
  • Processed complex tax returns, ensuring accuracy and adherence to guidelines.
  • Enhanced customer satisfaction through effective communication and problem-solving strategies.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Responded proactively and positively to rapid change.

Education

Glenfield College

Skills

  • Customer support
  • Troubleshooting
  • Technical support
  • Issue escalation
  • Customer empathy
  • Customer education
  • Teamwork and collaboration
  • Problem-solving

Timeline

Administrator

Dynamic Administration
06.2023 - 04.2025

Technical Customer Service Representative

Inland Revenue Department
12.2007 - 05.2025

Customer Service Officer

Inland Revenue Department
01.1997 - 12.2006

Glenfield College

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Fiona Spalding