Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Heni Hongara

Otorohanga

Summary

I have worked in customer service roles since high school, which has gifted me with a strong background across many different roles within the industry.

My last employment was with a large national company as a Contact Centre Representative. I have experience with handling high call volumes and resolved each query with effective communication skills.

I am dependable, with a friendly and outgoing disposition with excellent personal and professional time management skills. This allows me to work in team environments and independently.


Overview

9
9
years of professional experience

Work History

Contact Center Representative

Genesis Energy
07.2010 - 05.2013
  • Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
  • Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
  • Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
  • Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.

Credit Control Clerk

Sitel
10.2007 - 06.2009
  • Facilitated improvements to interdepartmental collaboration by actively participating in cross-functional initiatives aimed at enhancing the company and customers financial health.
  • Evaluated customer creditworthiness periodically, recommending adjustments to limits as needed based on performance trends.
  • Boosted customer satisfaction by promptly addressing inquiries and resolving payment issues with professionalism and empathy.
  • Ensured compliance with relevant regulations governing credit control practices, mitigating legal risks for the company.

Waitress

Alcamo Hotel
03.2004 - 02.2005
  • Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
  • Exhibited strong multitasking abilities, balancing multiple tables and orders while delivering prompt service.
  • Maintained clean and welcoming dining environment, ensuring a positive guest experience.
  • Collaborated with team members to consistently provide efficient service during peak hours.
  • Managed cash transactions accurately, ensuring proper change was provided to customers as needed.

Education

National Certificate in Contact Centre Operations - Contact Center

New Zealand Management Academies
Hamilton
10-2007

Te Pu O Te Toi -

Wintec
Hamilton
12-2005

Skills

  • Attentive communication
  • I actively listen to others to engage, provide support, in both verbal and written communication

  • Complaint resolution

    I am able to build a rapport and trust with others, while attentively listening, to solve the issues for each individual

  • Workload management
  • I am able to identify goals and break them in to tasks, which allows me to use my time effectively

Interests

  • Video Games

I am an avid online gamer, in both console and mobile forums

  • Gardening

I find great joy in building, raising and harvesting vegetable gardens

  • Culinary Epicurean

I have a strong interest in all varieties of food and enjoy seeing, smelling and tasting the foods

Timeline

Contact Center Representative

Genesis Energy
07.2010 - 05.2013

Credit Control Clerk

Sitel
10.2007 - 06.2009

Waitress

Alcamo Hotel
03.2004 - 02.2005

National Certificate in Contact Centre Operations - Contact Center

New Zealand Management Academies

Te Pu O Te Toi -

Wintec
Heni Hongara