Frances Roebeck
Auckland,AUK
Summary
Customer service professional with extensive experience at NZ Racing Board, specializing in complaint resolution and team leadership. Achievements include significant improvements in service quality and customer retention, contributing to increased repeat business. Expertise in staff training and performance enhancement, consistently achieving outstanding results in fast-paced settings.
Overview
16
16
years of professional experience
Work History
Customer Service Representative/Team Leader
Parker Polynesian Catering
06.2022 - Current
- Catered to diverse customer needs during various functions, enhancing service quality.
- Resolved customer complaints efficiently, maintaining positive relationships and satisfaction.
- Trained new team members on company policies and service standards to ensure consistency.
- Delivered excellent customer service by addressing complaints promptly and effectively.
- Maintained professionalism in stressful situations, diffusing tension successfully.
- Cultivated strong customer relationships to encourage repeat business growth.
Branch Manager
NZ Racing Board
Henderson, Auckland
01.2017 - 12.2022
- Oversaw daily branch operations and ensured compliance with industry regulations.
- Managed staff scheduling and maintained optimal workforce levels for efficiency.
- Developed strategic plans to improve branch performance and service offerings.
- Managed staff scheduling, hiring and training processes.
- Directed daily operations of the branch, including customer service, human resources, sales and marketing activities.
Customer Service Representative
NZ Racing Board
Glen Eden, Auckland
01.2010 - 12.2017
- Processed orders using point-of-sale systems accurately.
- Maintained cleanliness and organization of workstations during service.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Office Administration
Henderson High School
HendersonSkills
- Customer service
- Complaint resolution
- Team leadership
- Staff training
- Performance improvement
- Relationship management
Languages
Samoan
First Language
English
Professional
References
References available upon request.
Timeline
Customer Service Representative/Team Leader
Parker Polynesian Catering
06.2022 - Current
Branch Manager
NZ Racing Board
01.2017 - 12.2022
Customer Service Representative
NZ Racing Board
01.2010 - 12.2017
Office Administration
Henderson High School
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