Gabriel Luman
Customer Service Specialist
East Tamaki,AUK
Summary
Experienced Customer Service Specialist with over 2 years of experience in Customer Service. Excellent reputation for resolving problems and improving customer satisfaction. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Customer Engagement Consultant
Mercury NZ
Newmarket, AUK
07.2021 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns in a phone and email-based environment .
- Building relationships with customers who have a complicated situation by intently listening to their situation, following up on their issue with other departments, and finding a way to resolve it in a timely fashion.
- Multitasking by navigating an extensive computer system with proactivity to ensure an amazing customer service experience to Residential, Commercial, and Connections Customers
- Delivered excellent customer service, resulting in consistent above 65% customer satisfaction rating through Voice of the Customer.
Customer Service Representative (Contract)
Laminex Group
Penrose , AUK
02.2021 - 05.2021
- Anticipate customer needs and take opportunities to up sell
Laminex products and services. - Develop and maintain a high level of product knowledge through
training, literature and brochure information to achieve target results. - Used IBS systems to keep track of client information and orders, update accounts and monitor shipments to obtain and relay real-time information.
- Double-checked customer orders and information before filling out order forms to prevent unnecessary delays and errors.
Customer Service Representative
Sky TV New Zealand
Mount Wellington, AUK
07.2020 - 01.2021
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Promoted available products and services to customers during service, account management and order calls.
- Assisted customers with troubleshoots calls, service orders requests, billing inquiries and services.
- Entered customer interaction details in ICOM system to track requests, document problems, and record solutions offered.
NZIE Intern
New Zealand Institute Of Education
Takapuna, AUK
07.2019 - 09.2020
- Fulfilled administrative duties, including completing and filing paperwork, taking meeting minutes, data entry tasks, and setting appointments
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Participated in team-building activities to enhance working relationships.
- Monitored company inventory to keep stock levels and databases updated.
- Interacted with customers and students professionally by phone, email or in-person to provide information and directed to desired staff members.
Education
Bachelors - Business Economics And Managemnt
University of Nottingham
Nottingham, Ningbo & Selangor 09.2017 - 05.2020
Masters of Business Management - Digital Marketing
University of Auckland
Auckland, AUK 09.2021 - Current
Skills
Excellent customer service
Account management
Inbound and outbound calling
Complaint resolution
Key stakeholder relationship building
Administrative support
Organization and Time Management
Accomplishments
IGNITE Magazine (UNMC Student Media) –Sportswriter, 2019/20
· Successfully submitted articles covering the “University of Nottingham, Malaysia Campus Men's Futsal Team journey to IPT Super League”, “Lionel Messi vs Cristiano Ronaldo Debate”, and a personal entry: “Dear Football.”
· Undertook research and face to face interviews with students to collect information and opinions regarding a sports topic.
Botany Downs Secondary College – Lead Student & Deputy Head Boy, 2016
· Liaising with the school's senior leadership team and teachers to solve whanau groups and school-wide issues.
· Effectively created a better link between teachers and students
· Successfully collaborated with the different school committee's to successfully organize the Annual School Ball, Graduation Dinner, Junior Leadership Day program and the East Auckland School's event
Willowbank Primary School– Football Coach, 2017-2018
· Set up drills and training for the school football team
· Effective communications and coordination with parents about upcoming games.
· Successfully communicated tactical and strategic game plans for players to follow.
Botany Downs Secondary College – Junior Boys Football Coach, 2013-2016
· Conducted weekly football training sessions for the school's junior football team and supervised football games on the weekends.
· Effectively communicated strategies, training drills, and detail for upcoming games to junior players.
· Worked closely with the senior football teams and coaching staff to help junior players to break into the senior team.
Timeline
Masters of Business Management - Digital Marketing
University of Auckland
09.2021 - Current
Customer Engagement Consultant
Mercury NZ
07.2021 - Current
Customer Service Representative (Contract)
Laminex Group
02.2021 - 05.2021
Customer Service Representative
Sky TV New Zealand
07.2020 - 01.2021
NZIE Intern
New Zealand Institute Of Education
07.2019 - 09.2020
Bachelors - Business Economics And Managemnt
University of Nottingham
09.2017 - 05.2020