HAILEE LAURENCE
Auckland
Summary
Resourceful Customer Service Representative with over two years experience delivering high-quality support within local government environments.
Proven ability to handle citizen inquiries, resolve complaints, and provide accurate information on public services, policies, and procedures. Skilled in using municipal systems and CRM software to manage service requests efficiently. Excels in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
6
6
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Representative
Auckland Council
Manukau City
07.2023 - Current
- Assisted customers with service requests and providing updates.
- Assisted in peer training and support program.
- Educated customers on available services and community programs.
- Handled escalated issues by coordinating with relevant departments.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions and comments for future reference.
- Regular efficient use of systems such as SAP, outlook and Spice.
- Communicated with multiple different companies and internal teams daily, both over the phone and through email.
Junior Social Media, Content Creator
Razor Web
Pukekohe
10.2022 - 02.2023
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained excellent attendance record, consistently arriving to work on time.
- Used coordination and planning skills to achieve results according to schedule.
- Created engaging content to keep social media channels updated and on brand.
Cashier
Reduced To Clear
Pukekohe
10.2019 - 09.2022
- Positive Interactions
- Goal-Setting and Achievement
- Cashier Abilities
- Professional Telephone Etiquette
- Problem-Solving
- Experience with Canva and creating social media posts for company platforms.
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items.
- Opened and closed store for the day.
- Answered questions about store policies and addressed customer concerns.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Performed cash, card and check transactions to complete customer purchases.
Education
Certificate In Contact Centre Operations (Level 3) - Contact Centre Operations
Solomon Group
03.2023 - 06.2023
NCEA 2 & 3
Hauraki Plains College
Ngatea, WKO 02.2018 - 05.2020
Skills
- Work Task Prioritization
- Cooperative Attitude
- Social Perceptiveness
- Escalation managemen
- Effective communication
- Team collaboration
- Peer training
- Professional etiquette
- Follow-up skills
- Call management
Timeline
Customer Service Representative
Auckland Council
07.2023 - Current
Certificate In Contact Centre Operations (Level 3) - Contact Centre Operations
Solomon Group
03.2023 - 06.2023
Junior Social Media, Content Creator
Razor Web
10.2022 - 02.2023
Cashier
Reduced To Clear
10.2019 - 09.2022
NCEA 2 & 3
Hauraki Plains College
02.2018 - 05.2020