ILSE ELISABETH HOOGEVEEN
Waiuku,Sth Auckland
Summary
A Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
34
34
years of professional experience
Work History
Customer Resolution Manager
VECTOR LTD
New Market, AUK
07.2019 - 07.2020
- Managing all customer complaints
- Support and assist with running of Customer Advisory Board
- Assist with management of escalated complaints
- Detect and report root causes of customer dissatisfaction
- Respond to general customer and retailer questions including technical inquiries received via phone or email aiming at first contact resolution
- Prepare briefings and reports on operational issues
- Manage several Customer Excellence databases, inputting correct data and delivering reporting in a timely manner
- Identified and assessed customer's needs quickly and accurately
- Recorded details of conversations, complaints and actions taken in SAP
- Collaborated with other department teams to resolve customer complaints and drive customer experience
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
Event Planner
TE ORO, Glenn Innes
Glen Innes, AUK
04.2019 - 07.2019
- Database Management
- Processing and submitting payroll
- Manage and direct all incoming calls
- Manage Event centre bookings
- Invoicing clients and processing payments (SAP)
- Performed event coordination for larger parties and gatherings.
- Contract management
- Price negotiation
- Coordinated with participating vendors during event planning.
- Established working relationships with clients by organizing various events.
- Supervised 10 helpers and co-workers.
- Corresponded with clients to answer questions and resolve issues.
Cafe Manager
St Margaret's Cafe & Bistro – Karaka
Karaka, AUK
01.2019 - 07.2019
- Monitor compliance with health and fire regulations regarding food preparation and serving and building maintenance in lodging and dining facilities
- Trained cafe employees to consistently exceed customers' expectations and provide superior service.
- Handled business administration functions such as payroll, cash register counting and supply ordering.
- Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
- Monitor employee and patron activities to ensure liquor regulations are obeyed
- Investigate and resolve complaints regarding food quality and Staff
- Secured daily cash by verifying totals and making nightly deposits
- Trained cafe employees to consistently exceed customers' expectations and provide superior service
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction
- Grew cafe sales by effectively marketing business and improving customer relations strategies
- Negotiated contracts with suppliers to secure competitive prices for products
- Foretasted demand and scheduled employees effectively to handle coverage needs
- Oversaw calendar to manage staff schedule and organize shifts for adequate coverage
- Analyzed sales data to identify trends and adjust purchasing decisions accordingly
Team Leader
NUTTERMORE ASPARAGUS
Leer, Niedersachsen
Feb2018 - AUG 218
- Database management or word processing
- Processing and submitting payroll
- Manage and direct all incoming calls
- Develop pricing strategies
- Resolve customer complaints regarding sales and service
- Calculate revenue, sales, and expenses
- Manage and direct regional and local sales managers and their staffs
- Determine price schedules and discount rates
- Monitor customer preferences to determine focus of sales efforts.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Built strong relationships with customers through positive attitude and attentive response
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
Medical Reception/Secretary/Scheduler PA
Amphia Ziekenhuis
03.2015 - 03.2018
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Prepare reports, invoices, financial statements, letters, case histories, or medical records
- Transmit correspondence or medical records
- Arrange hospital admissions for patients
- Manage and order office and medical supplies
- Manage correspondence, reports, speeches, articles, or conference proceedings
- Manage insurance or other claim forms
- Receive and route messages or documents, such as laboratory results, to appropriate staff
- Transcribe recorded messages or practitioners' diagnoses or recommendations into patients' medical records.
- Answered multi-line phone system and greeted callers enthusiastically.
- Scheduled appointments and conducted follow-up calls to clients.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Handled daily scheduling tasks and provided administrative support for entire department.
- Entered data into system and updated Patient contacts with information to keep records current.
- Composed internal and external correspondence for senior management and reviewed documentation to eliminate errors.
Community Manager
Travian Games GmbH
01.2015 - 01.2018
- Collect and analyse data on customer demographics, preferences, needs, and buying habits to identify potential markets and factors affecting product demand
- Interpret and communicate work procedures and company policies to staff
- Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff
- Translating Online games from German to English and Dutch
- Leading an Online team of 15
Business Owner
VOF Mol Hoogeveen
07.1998 - 02.2015
- Direct and coordinate businesses concerning pricing, sales, or distribution of products
- Review financial statements, sales and activity reports, and other performance data to measure productivity and goal achievement and to determine areas needing cost reduction and program improvement
- Manage staff, preparing work schedules and assigning specific duties
- Determine staffing requirements, and interview, hire and train new employees Manage the movement of goods into and out of production facilities
- Monitor operations to ensure that staff members comply with administrative policies and procedures, safety rules, union contracts, and government regulations
- Direct activities of staff performing repairs and maintenance to equipment
- Payroll, all administrative duties
- Negotiating all Freight prices
Office management/secretary/PA
Willemyntje Medical Child day-care
05.1995 - 06.1998
- Processes Dictated reports from physicians and therapists for review and inclusion in medical files
- Take dictation of board meetings and process these accordingly
- Managed medical reports, correspondence, records, patient-care information, statistics, medical research, and administrative material
- Receive patients, schedule appointments, and maintain patient records
- Answer inquiries concerning progress of medical cases, within limits of confidentiality laws
- Restaurant/front of house management
- Handled daily scheduling tasks and provided administrative support for entire department
- Responded to emails and other correspondence to facilitate communication and enhance business processes
- Maintained office supplies inventory by checking stock and ordering new supplies
- Answered multi-line phone system and enthusiastically greeted callers
Veterinary nurse/ Customer services/administration
Waiuku Veterinary Clinic
01.1987 - 01.1992
- Preparing animals for surgery and assisting with surgical procedures
- Assisting during clinic hours
- Monitoring anesthetized animals
- Nursing sick animals and administering medication
- Taking x-rays and carrying out diagnostic tests
- Advising owners on health and welfare of their pets
- Taking bookings, payments and completing necessary paperwork
- Running nurse clinics, such as diet, worming, flea and grooming consultations
Laboratory Technician
New Zealand Steel
Glenbrook, AUK
- Collecting sample from plant, bring back to lab to test for iron levels
- Testing Stored/historic samples for iron levels
- Reporting and recording collected data
Education
High School Diploma -
12.1987
- Awarded High school Certificate 5th, 6th Form
Skills
- Client Interaction
- Customer Service
- Organizational Standards
- Team Player
- Conflict Resolution Skills
- Database coordination
- Organizational skills
- Case management
Languages
English
Native or Bilingual
Dutch
Native or Bilingual
German
Professional Working
Timeline
Customer Resolution Manager - VECTOR LTD
07.2019 - 07.2020
Event Planner - TE ORO, Glenn Innes
04.2019 - 07.2019
Cafe Manager - St Margaret's Cafe & Bistro – Karaka
01.2019 - 07.2019
Medical Reception/Secretary/Scheduler PA - Amphia Ziekenhuis
03.2015 - 03.2018
Community Manager - Travian Games GmbH
01.2015 - 01.2018
Business Owner - VOF Mol Hoogeveen
07.1998 - 02.2015
Office management/secretary/PA - Willemyntje Medical Child day-care
05.1995 - 06.1998
Veterinary nurse/ Customer services/administration - Waiuku Veterinary Clinic
01.1987 - 01.1992
Team Leader - NUTTERMORE ASPARAGUS
Feb2018 - AUG 218
Laboratory Technician - New Zealand Steel
McCauley Girls High And Waiuku College - High School Diploma,
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