Hana Keen
Dunedin
Summary
Highly-motivated employee with the desire to take on new challenges. Strong work ethic, adaptability, and exceptional rapport building skills. Great at working effectively unsupervised and quickly mastering new skills. I love a good team environment that's professional but can enjoy a bit of banter too.
Overview
7
7
years of professional experience
Work History
Customer Experience Representative - Project Lead
Delta Utilities
01.2025 - Current
- Collaboration with technicians and the ability to work within their schedules when organising jobs
- Oversaw development and execution of project timelines, significantly reducing delays
- Streamlined communication channels between companies, facilitating smoother project execution and reducing overdue work
- Adapted project plans in response to changing requirements, minimising disruptions to project timelines
- Coordinated with project managers to define project scopes, aligning objectives with business goals
Lending Specialist
MTF Finance
04.2024 - 12.2024
- Educated clients on various lending products available, helping them make informed decisions that best suited their financial goals.
- Collaborated with internal teams to allow for a streamline process.
- Evaluated loans and mitigated the risk involved with lending.
- Provided personalised loan pre approvals and determined interest rates based on financial information.
- Maximised revenue by identifying opportunities for upselling additional financial products during client interactions.
- Visited businesses to promote the company and educate them on current offers and products.
Payments Assessor
ACC (Accident Compensation Corporation)
08.2023 - 04.2024
- High quality of Customer Service and client rapport building.
- EOS (system used for client data), Outlook, Excel, Intermediate Computer Skills.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Processed invoices and payments in accordance with company policies and procedures.
- Delegated tasks to other teams to expedite work processes.
Customer Experience Representative
ACC (Accident Compensation Corporation)
05.2021 - 08.2023
- Ensured customer satisfaction by responding to queries quickly and accurately.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled escalated calls from customers with professionalism and empathy.
- Assisted customers in navigating the website and providing technical support.
- Maintained up-to-date knowledge of system/policy updates and changes to help customers make informed decisions.
Crew Member
Mcdonalds
01.2020 - 09.2020
- Performed cashier duties such as taking orders, collecting payments and providing change.
- Served food quickly for positive guest experiences.
- Completed opening and closing tasks such as setting up workstations, cleaning surfaces and restocking supplies.
- Provided excellent customer service to maintain a positive atmosphere for guests.
- Kept restaurant lobby, front counter and restrooms neat and clean throughout shift.
- Organized and restocked supplies to support operations and team productivity.
Babysitter
Private Employer
08.2018 - 08.2020
- Responsibly watched children while parents were out.
- Assisting with meals, snacks, and bedtime routines for the children.
- Maintaining a positive attitude while being patient and understanding with the children.
- Completing light housekeeping tasks such as tidying up toys and books.
- Cared for children of various ages and assisted with feeding, dressing and daily activities.
Education
First Aid, Certified Oxygen Provider, Pre Hospital Emergency Care, First Aid Instructor -
Dive Otago Ltd
01.2020
Advanced Customer Service Skills And Barista Skills -
Learning Place
02.2019
NCEA Level 1 And 2 With Merit -
Te Kura Correspondence
12-2018
Diploma - First Aid Instruction
Dive Otago
Dunedin, NZ10-2020
Skills
- Reliability
- Problem-Solving Abilities
- Active Listening
- Time Management Abilities
- Attention to Detail
- Relationship Building
References
- Tessa Riley, ACC Manager (Contact Centre), Tessa.riley@acc.co.nz, 022 150 2090
- Amy Campbell, Manager (Mcdonald's), 021 023 24762
Timeline
Customer Experience Representative - Project Lead
Delta Utilities
01.2025 - Current
Lending Specialist
MTF Finance
04.2024 - 12.2024
Payments Assessor
ACC (Accident Compensation Corporation)
08.2023 - 04.2024
Customer Experience Representative
ACC (Accident Compensation Corporation)
05.2021 - 08.2023
Crew Member
Mcdonalds
01.2020 - 09.2020
Babysitter
Private Employer
08.2018 - 08.2020
Advanced Customer Service Skills And Barista Skills -
Learning Place
NCEA Level 1 And 2 With Merit -
Te Kura Correspondence
First Aid, Certified Oxygen Provider, Pre Hospital Emergency Care, First Aid Instructor -
Dive Otago Ltd
Diploma - First Aid Instruction
Dive Otago
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