HELEN MOTUFOUA
Auckland,AUK
Summary
HR and Recruitment Specialist with extensive experience at PBT Express Freight Network, recognized for optimizing onboarding processes and improving employee relations. Expertise in developing and executing recruitment strategies that enhance workplace culture. Strong problem-solving and communication skills contribute to organizational success through targeted HR initiatives.
Overview
11
11
years of professional experience
Work History
National Recruitment & Human Resources Specialist
PBT Express Freight Network
Mount Wellington, Auckland
06.2020 - 09.2024
- Streamlined recruitment and onboarding processes to enhance efficiency.
- Developed and implemented comprehensive HR policies and procedures.
- Provided support for employment relations, fostering positive workplace culture.
- Coordinated and administered HR functions to ensure effective operations.
Dedicated Team Manager - Customer Experience
PBT Express Freight Network
Mount Wellington, Auckland
01.2017 - 06.2020
- Created and communicated action plans to achieve service priorities
- Managed a team of six Key Account Consultants and ten Customer Service Representatives.
- Adapted management styles to fit varying situations effectively
- Developed partnerships with clients and stakeholders to drive growth
- Implemented organizational quality systems to enhance service delivery
- Prioritized, planned, assigned, delegated, and controlled tasks efficiently
- Generated key performance indicators for clients on a weekly, monthly, and annual basis.
- Communicated with senior management, and the CEO, to align strategies and achieve results.
Key Account Consultant
PBT Express Freight Network
Mount Wellington, Auckland
06.2016 - 07.2017
- Collaborated with Transport & Couriers Operations to enhance service delivery efficiency
- Managed teams to elevate knowledge of customer KPIs and standard operating procedures
- Resolved complaints within stipulated service timeframes, engaging all stakeholders for positive outcomes
- Oversaw Customer Service Staff Management, ensuring recruitment of quality personnel
- Addressed legislative and policy breaches promptly to maintain compliance
- Recognized as Key Account Representative of the Year for two consecutive years
Customer Experience Agent
PBT Express Freight Network
Mount Wellington, Auckland
01.2014 - 01.2016
- Communicated with customers to coordinate delivery times.
- Assisted customers with ordering processes, payment options, shipping arrangements, and returns and exchanges.
- Quickly responded to customer inquiries to improve business relationships.
- Utilized multiple communication channels to provide assistance to customers.
- Resolved customer queries and complaints in a timely manner.
Education
Management & Leadership Course -
PBT Express Freight Network
Mount Wellington01-2018
Management & Leadership Course -
PBT Express Freight Network
Mount Wellington01-2016
Skills
- Recruitment strategies
- Onboarding processes
- Employee relations
- Payroll administration
- Employee onboarding
- Problem solving
- Communication skills
- Policies implementation
- Interviewing techniques
- Background checks
- Recruitment planning
- Pre-employment screening
- Time management
References
PBT Express Freight Network
Briar Naera
National Human Resources Manager
Mob: 021 636 625
PBT Express Freight Network
Gary Boxall-Hunt
National Customer Experience Manager
Mob: 021 491 909
Timeline
National Recruitment & Human Resources Specialist
PBT Express Freight Network
06.2020 - 09.2024
Dedicated Team Manager - Customer Experience
PBT Express Freight Network
01.2017 - 06.2020
Key Account Consultant
PBT Express Freight Network
06.2016 - 07.2017
Customer Experience Agent
PBT Express Freight Network
01.2014 - 01.2016
Management & Leadership Course -
PBT Express Freight Network
Management & Leadership Course -
PBT Express Freight Network
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