Daniel Tangianau

Inbound Customer Service Trainer | Concentrix (Air New Zealand campaign)

• Led training sessions for up to 20 new hires, helping them get up to speed with Air New Zealand’s range of services, from Airpoints to domestic and international flights. I focused on making complex product info clear and easy to understand.
• Adapted training content to fit the learning style of each individual, ensuring everyone felt comfortable and confident. This flexibility helped improve both engagement and knowledge retention.
• After training, I didn’t just walk away—I followed up with agents to make sure they felt fully supported. Whether it was fine-tuning skills or answering lingering questions, I worked with them to boost their performance and build their confidence.
• I took care of all the logistics for each training session, from preparing materials and arranging supplies to coordinating schedules with other departments. This ensured that everything ran smoothly, even when we had to work around weekend shifts.
• I also worked closely with various teams, from HR to operations, to make sure we had everything in place for each training day—whether it was making sure the room was set up right or confirming we had enough resources for the group.
• I stayed on top of any technical issues, ensuring the training computers and programs were always working, so there were no disruptions for the learners.
• During Phone Initiation sessions, I made sure agents felt ready to take customer calls by certifying them on the required skills and guiding them through the transition to live customer interactions.
• I was honored to receive multiple Atarangi Awards for my commitment to excellence in training and the positive impact I had on agent performance.
• Feedback from trainees was overwhelmingly positive, with many mentioning how approachable and clear I was in helping them navigate their training journey.

Air New Zealand Campaign.

Trainer setting up a new team abroad for the Air New Zealand account.

• Lease Execution and Tenant Management:
• Facilitated lease agreements with new and existing tenants, ensuring thorough collection of pertinent information, including background investigations and credit checks.
• Conducted property tours for prospective tenants, effectively showcasing property features and addressing concerns to generate interest and secure leases.
• Property Maintenance Coordination:
• Orchestrated general maintenance and repairs to uphold facility functionality and aesthetic appeal, ensuring properties remained operational and attractive to tenants.
• Owner Liaison and Issue Resolution:
• Acted as a liaison between the company and property owners, promptly addressing and resolving ongoing concerns to maintain positive relationships and property integrity.
• Communication and Inquiry Handling:
• Managed inbound calls and addressed inquiries from various stakeholders, employing strong active listening and open-ended questioning techniques to effectively resolve issues and provide solutions.
• Contract Negotiation and Documentation:
• Negotiated rental rates and prepared contractual documents, including communication, pooling, and production sharing agreements, to facilitate smooth transactions and agreements between parties.

• Customer Interaction and Assistance:
• Welcomed customers warmly and addressed their informational inquiries promptly and courteously.
• Advised customers on troubleshooting techniques and provided solutions, focusing on educating them on product usage.
• Successfully resolved most issues by guiding customers through product usage, ensuring their understanding and satisfaction.
• Returns and Exchanges Management:
• Processed item exchanges and returns meticulously, accurately documenting all relevant details in the database.
• Escalation Handling and Communication:
• Managed escalations between internal departments, ensuring adherence to Fair Trading Laws of NSW and effectively relaying critical information to customers.
• Customer Repair Updates and Delivery Management:
• Provided customers with timely repair updates, transparently informing them of any additional costs and explaining reasons in clear, understandable terms.
• Managed inbound and outbound delivery of goods, proactively coordinating with delivery companies to anticipate potential import taxes and advising customers accordingly before shipment.
• Consultative Approach to Issue Resolution:
• Consulted with customers to assess mobile phone or tablet issues, offering tailored solutions such as repair, replacement, or device operation advice to meet their needs.
• Reporting and Feedback:
• Provided management with comprehensive incident reports, valuable workplace improvement feedback, and insights for growth opportunities.