Summary
Overview
Work History
Education
Skills
Timeline
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Israa Zafiri

Waikato,WKO

Summary

I am an efficient team member with strong customer service skills and proven ability to prioritize tasks effectively. Strives to ensure every client interaction is positive and leaves a lasting impression.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

Ministry of Social Development
Waikato
06.2025 - Current
  • Communicating regularly with clients via telephone, and at times, email to ensure that their needs were being met in a timely manner.
  • Completing assessments and referrals for individuals seeking assistance over the phone
  • Ensuring that compliance with applicable laws, regulations, policies, procedures governing the delivery of the ministry
  • Currently hold the role in working in power outbound where clients are contacted to help resolve their outstanding power bills following a referral we receive from their power companies
  • Worked as a buddy where I helped to support the development of the new inductees. this involved listening to their calls, providing constructive feedback and setting up feedback sessions to allow check in to track progress and address ant challenges faced

Customer Service Administrator

Nib Insurance
Auckland
04.2024 - 06.2024
  • Opening and Closing Duties
  • Investigating Complaints
  • Product Knowledge
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
  • Maintained open lines of communication with clients, promptly addressing any concerns and resolving issues to maintain a high level of customer satisfaction.
  • Prepared applications, documents and data to renew insurance policies.
  • Checked documentation for accuracy and validity on updated systems.
  • Calculated adjustments, premiums and refunds.

Coffee Specialist

Nespresso
Newmarket, Auckland
03.2023 - 04.2024
  • Enhanced customer experience by providing personalized coffee recommendations based on individual preferences and needs.
  • Collaborated with team members to ensure smooth workflow during peak hours, resulting in shorter wait times for customers.
  • Used POS system to accurately enter orders and process payments.
  • Handled customer complaints professionally and efficiently, resolving concerns promptly.

Front of House

Cocos Cantina
07.2022 - 12.2022
  • Managed day-to-day FOH operations to drive quality, standards and meet customer expectations.
  • Performed cash handling activities and secured nightly bank deposits.
  • Addressed guest concerns and resolved all issues to guests' satisfaction.
  • Resolved guests complaints while maintaining positive customer environment.

Customer Service Representative

AA Insurance
04.2021 - 04.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Optical Assistant

OPSM
05.2019 - 08.2020
  • Coordinated patient scheduling, monitored patient flow throughout office and properly communicated delays.
  • Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
  • Assisted with insurance questions, eligibility and prior authorizations of medications and glasses.
  • Helped patients with selecting and ordering glasses or contact lenses to encourage informed decisions.

Education

Bachelor of Arts - Politics And International Relations & Criminology

University of Auckland
Auckland
05.2023

Skills

  • Call handling
  • Client communication
  • Policy analysis
  • Multitasking Abilities

Timeline

Customer Service Representative

Ministry of Social Development
06.2025 - Current

Customer Service Administrator

Nib Insurance
04.2024 - 06.2024

Coffee Specialist

Nespresso
03.2023 - 04.2024

Front of House

Cocos Cantina
07.2022 - 12.2022

Customer Service Representative

AA Insurance
04.2021 - 04.2022

Optical Assistant

OPSM
05.2019 - 08.2020

Bachelor of Arts - Politics And International Relations & Criminology

University of Auckland

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Israa Zafiri