Heresa Randhawa
West Auckland,AUK
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Area Customer Service Representative
VTNZ
07.2017 - 05.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Updated account information to maintain customer records.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
Front of House Team Member
Sierra Cafe
04.2016 - 07.2017
- Established welcoming atmosphere by greeting each guest warmly.
- Maintained tidy and organized work area to preserve aesthetics and support cleanliness and quality standards.
- Helped guests at tables when in need of assistance.
- Trained new staff in front-of-house procedures, customer relations, and cleaning.
- Reset tables between guests by restocking low items and wiping down surfaces.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Cleaned and organized kitchen, dining and service areas.
- Kept register accurate through correct billing, payment processing, and cash management practices.
- Monitored food quality and freshness throughout day.
- Stored food in designated containers and storage areas to prevent spoilage.
Receptionist
Allied Pickfords
05.2014 - 04.2016
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Assisted with onboarding new clients and securing paperwork completion.
- Maintained visitor log for entering and leaving facility for security purposes.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
Cafe Assistant
Muffin Break
03.2013 - 05.2014
- Wiped, sanitized and maintained floors, facility, and equipment to adhere with company standards and procedures.
- Maintained clean and attractive product displays to entice customer purchases.
- Displayed calm and friendly demeanour when addressing and resolving customer issues and complaints.
- Exceeded customer expectations by providing welcoming environment and prompt and friendly service to people of diverse backgrounds.
- Monitored food temperatures to comply with safety regulations.
- Maintained compliance with company policies and procedures for food safety, sanitation, and quality.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Accurately operated cash register to process customer payments.
- Checked on dining areas frequently to clean up spills, wipe down tables and restock stations.
- Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
- Documented customer orders and conveyed special requests to kitchen staff.
- Brewed coffee and tea and changed out drink station syrups.
- Completed milkshakes and ice cream desserts for customers.
Education
NCEA Level 1,2,3
Kelston Girls' College
New Lynn, NZSkills
- Written Communication
- Verbal Communication
- Active Listening
- Excellent Communication
- Good Telephone Etiquette
- Attention to Detail
- Conflict Resolution
- Organization and Time Management
- Relationship Building
- Cultural Awareness
- Team Building
Timeline
Area Customer Service Representative
VTNZ
07.2017 - 05.2023
Front of House Team Member
Sierra Cafe
04.2016 - 07.2017
Receptionist
Allied Pickfords
05.2014 - 04.2016
Cafe Assistant
Muffin Break
03.2013 - 05.2014
NCEA Level 1,2,3
Kelston Girls' College
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