Heather Ellan Dench
10 Fitzgerald Street ,Kawerau
Summary
Dynamic Customer Service Representative with proven expertise at Vehicle Testing New Zealand (VTNZ), excelling in complaint resolution and relationship building. Recognized for enhancing customer satisfaction through effective problem resolution and meticulous documentation. Proficient in SAP MICROSOFT OFFICE APPOINTY, new staff training, NZTA product data entry and fostering a culture of service excellence and operational consistency. Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in Administration role. As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Vehicle Testing New Zealand (VTNZ)
02.2024 - Current
- Utilized software systems to manage appointments and track vehicle inspection results effectively. NZTA SAP MS OFFICE EXCEL APPOINTY AIRPOS
- Clean full class 1 Drivers Licence
- Available to travel at any given time
- Engage in invoicing, debt collection, and financial matters
- Works well with others and confidently on my own.
- A thorough and methodical approach to their work
- Trained new staff on customer service protocols and operational procedures to ensure consistency.
- Responded promptly to customer feedback, implementing solutions to improve satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
High School Diploma -
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Payment processing
- Complaint resolution
- Computer proficiency
- Relationship building
- Problem resolution
- Customer relations
- Microsoft Excel
- Paperwork processing
- Appointment scheduling
- Product knowledge
- Order processing
- Documentation
- Administrative support
- Microsoft Office Suite
- Microsoft PowerPoint
- Data collection
- Quality control
- Sales expertise
- Account updating
Timeline
Customer Service Representative - Vehicle Testing New Zealand (VTNZ)
02.2024 - Current
Waiopehu College - High School Diploma,