Jane Harvey
Palmerston North,New Zealand
Summary
A results-driven learner with passion for continuous improvement and academic excellence. Proven ability to adapt to new challenges and contribute effectively to team efforts. Reliable and flexible, with strong skills in critical thinking and collaboration. Known for maintaining high standards and delivering quality results.
Overview
27
27
years of professional experience
Work History
Barista Shift Supervisor
Metlifecare
Palmerston North, Manawatu
05.2024 - Current
- Supervised daily barista operations in a high-traffic café environment.
- Trained new staff on beverage preparation and customer service standards.
- Managed inventory levels and ordered supplies to maintain optimal stock.
- Ensured compliance with food safety regulations and sanitation practices.
- Assisted customers with menu selections and addressed inquiries effectively.
- Implemented new coffee brewing techniques to enhance beverage quality.
- Resolved customer complaints promptly to maintain a positive dining experience.
- Prepared and served coffee, espresso drinks, blended coffees and teas.
- Closed store by counting money at end of shift, restocking shelves and cleaning work areas.
- Provided support during peak hours by running drinks or helping out on the register.
- Promoted positive team morale by encouraging collaboration among staff members.
- Performed opening duties such as setting up espresso machines for the day's operations.
- Adhered to company policies regarding break times for employees.
- Ordered products from suppliers when inventory was low or out of stock.
- Received payments from customers and returned correct change when necessary.
- Monitored stock levels of coffee beans, syrups, cups, lids, and other supplies needed for operation.
Claims Consultant
Farmers Mutual Group
Palmerston North, Manawatu
09.2021 - 05.2024
- Managing client claims through the contact center
- Assessing and querying quotes from suppliers
- Paying invoices and settlement figures once approved
- Keeping in line with core values and expectations
- Conducted comprehensive risk assessments to identify potential exposures and recommend appropriate coverage options.
- Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decision making.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
- Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
Customer Service Administrator
New Zealand Transport Agency
Palmerston North
06.2021 - 09.2021
- Met deadlines, provided quality customer service, and was always ready to offer a helping hand.
- Demonstrated commitment to meeting deadlines, delivering customer service of the highest caliber, and consistently lending a supportive hand.
- Provided excellent customer service by addressing all client concerns and queries
- Made strides to increase product quality and customer satisfaction.
Hospital Administrator
Capital and Coast District Health Board Wellington Hospital
Wellington
03.2017 - 09.2019
- Improved patient satisfaction by streamlining hospital processes and enhancing communication between departments.
- Organized, directed and coordinated medical and health services according to organizational policies and goals.
- Mentored junior administrators, providing guidance on effective management techniques and tools for success in their roles within the organization.
- Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.
- Communicated with patients, ensuring that medical information was kept private.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Airline Customer Care Agent
Aerocare
Wellington
07.2014 - 12.2015
- Delivered exceptional service under pressure by maintaining composure during peak hours or difficult situations involving flight delays or cancellations.
- Assisted in the development of marketing materials and promotions to boost company visibility and attract new customers.
- Supported the customer service team by promptly addressing inquiries and resolving issues related to reservations.
- Proactively identified potential issues before they escalated by monitoring flight statuses closely, leading to smoother customer experiences overall.
- Demonstrated adaptability by seamlessly transitioning between different software systems and airline-specific reservation platforms as needed.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Checked in average of 150 passengers per flight.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
Reception Administrator
Pacific Radiology Group
Wellington
04.2013 - 01.2014
- Provided exceptional customer service while greeting visitors, determining their needs, and directing them accordingly.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Resolved various issues and discrepancies for customers.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved team coordination with regular updates on booking policies and procedures, facilitating smoother operations.
- Developed comprehensive FAQ section for company website, reducing volume of basic inquiry calls.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Facilitated office communications by distributing mail, packages, faxes, and other correspondence in a timely manner.
- Ensured timely processing of invoices and expense reports, resulting in accurate financial records for the company.
- Streamlined office operations by managing appointment scheduling and coordinating meeting logistics for staff.
- Increased efficiency by organizing and maintaining filing systems, allowing for easy retrieval of essential documents.
- Contributed to an organized work environment by maintaining office supplies inventory and placing orders as needed.
- Developed strong relationships with clients through professional correspondence via email or phone interactions.
- Handled sensitive information with discretion, upholding strict confidentiality protocols at all times.
Customer Solutions Advisor
Bank of New Zealand
Wellington
09.2011 - 01.2013
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Managed a diverse portfolio of clients ranging from individuals to small businesses, addressing unique financial needs effectively.
- Resolved complex customer complaints, restoring confidence in bank's ability to manage their financial needs effectively.
- Streamlined loan application processes for faster approvals and quicker fund disbursements.
- Assisted clients in achieving their financial goals through expert guidance on savings, investments, and loans.
- Implemented effective fraud detection measures that significantly reduced instances of financial crime within the institution.
- Cross-sold wide range of services and products to increase new business and expand existing customer relationships.
- Referred customers to other banking departments for specialized services.
- Educated customers on online banking and mobile banking applications.
- Processed wide variety of retail banking transactions for personal and commercial customers.
- Trained new hires on customer service policies and procedures.
Retail Sales Manager
Baby Star
Wellington
05.2010 - 09.2011
- Implemented comprehensive customer relationship management strategy, improving client satisfaction and loyalty.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Enhanced sales team morale and cohesion, organizing team-building activities and maintaining open communication channels.
- Exceeded sales targets consistently, through strategic planning and execution of targeted sales initiatives.
- Developed comprehensive product knowledge, enabling tailored solutions for clients' specific needs.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
Corporate Travel Consultant
Orbit Corporate Travel (a division of House of Travel)
Wellington
10.2006 - 03.2010
- Extensive and proficient use of CRM Systems
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
- Organized trips for individual, family and business travelers.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Negotiated with vendors to secure competitive rates, resulting in cost-effective travel options for clients.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
Airport Customer Service Agent
Originair
Nelson
03.2004 - 08.2006
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Provided exceptional service at ticket counters, booking flights and processing payments securely.
Food and Beverage Manager
Hermitage Hotel
Aoraki Mount Cook
11.2002 - 03.2004
- Created a welcoming atmosphere by designing an inviting and comfortable seating area.
- Delivered exceptional levels of customer service by expertly training and managing staff.
- Developed strong relationships with vendors, securing better pricing and delivery terms.
- Implemented cost-saving measures in purchasing practices without sacrificing product quality or customer satisfaction.
- Set up daily drawers, verified totals and prepared cash deposits.
- Inspected coffee shop regularly for safety, healthy code, or maintenance concerns.
- Organized staff meetings to address any concerns, share updates, and foster open communication among team members.
- Administered payroll and maintained employee records.
- Ordered supplies, coordinated receiving and oversaw storage in compliance with health code requirements.
- Introduced new menu items based on market trends and customer feedback, driving sales growth.
- Facilitated regular performance evaluations to provide constructive feedback for employee development.
- Recruited, hired and trained baristas to handle workload with quality service.
- Covered business demands with well-organized schedule and delegation of assignments to coffee shop staff.
Barista
Aqaba Bar and Cafe
Palmerston North
11.2000 - 11.2002
- Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
- Educated customers on coffee offerings, promoting upselling opportunities and enhancing their overall experience.
- Cleaned counters, machines, utensils, and seating areas daily.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
- Assisted in inventory management to maintain adequate stock levels and reduce wastage.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
- Adhered to strict food hygiene regulations, minimizing risk of contamination or illness among customers.
- Maintained regular and consistent attendance and punctuality.
Deli/Produce Assistant
New World Supermarket
Feilding
01.1999 - 11.2000
- Greeted customers at counter to fulfill requests and answer questions.
- Restocked supplies and prepared additional ingredients during downtime for expected busy periods.
- Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Assisted customers with price checking fruits and vegetables and finding requested items in department.
- Kept tidy and organized area to comply with cleanliness standards.
- Optimized space utilization in produce display area, allowing for wider variety of items to be showcased.
- Reduced shrinkage rates by closely monitoring expiration dates and implementing markdown strategies on soon-to-expire items.
- Enhanced departmental teamwork by fostering a positive work environment and maintaining open lines of communication with coworkers and management.
- Educated new staff on proper handling and presentation techniques for various types of produce.
Education
Diploma - New Zealand Diploma in Legal Executive Studies (Level 6) NZ3508
Open Polytechnic
New Zealand03.2026
Hot Chocolate Basic Barista Upskilling -
Industry Training Solutions
01.2025
New Zealand Certificate in Business (Administration and Technology) (Level 3)
Universal College of Learning
Palmerston North11-2002
Skills
- Call Centers
- Accounts Receivable
- Telephone Skills
- Insurance Claim Processing
- Customer Service
- Medical Software
- Risk Analysis
- Scheduling
- Occupational Safety and Health
- Safety Principles
- Concerto
- Aviation
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Microsoft Outlook
- Amadeus CRS
- Information Technology
Timeline
Barista Shift Supervisor
Metlifecare
05.2024 - Current
Claims Consultant
Farmers Mutual Group
09.2021 - 05.2024
Customer Service Administrator
New Zealand Transport Agency
06.2021 - 09.2021
Hospital Administrator
Capital and Coast District Health Board Wellington Hospital
03.2017 - 09.2019
Airline Customer Care Agent
Aerocare
07.2014 - 12.2015
Reception Administrator
Pacific Radiology Group
04.2013 - 01.2014
Customer Solutions Advisor
Bank of New Zealand
09.2011 - 01.2013
Retail Sales Manager
Baby Star
05.2010 - 09.2011
Corporate Travel Consultant
Orbit Corporate Travel (a division of House of Travel)
10.2006 - 03.2010
Airport Customer Service Agent
Originair
03.2004 - 08.2006
Food and Beverage Manager
Hermitage Hotel
11.2002 - 03.2004
Barista
Aqaba Bar and Cafe
11.2000 - 11.2002
Deli/Produce Assistant
New World Supermarket
01.1999 - 11.2000
Diploma - New Zealand Diploma in Legal Executive Studies (Level 6) NZ3508
Open Polytechnic
Hot Chocolate Basic Barista Upskilling -
Industry Training Solutions
New Zealand Certificate in Business (Administration and Technology) (Level 3)
Universal College of Learning
Hobbies and Interests
- Reading
- Fitness
- Cooking
- Learning
<Enter your own>
- Nationality: New Zealander
- Driving License: 1F
Languages
- French
- English
- Japanese
- Te reo Maori
References
- Lorraine McCarthy, Capital and Coast District Health Board, lmmccarthy25@hotmail.com, 02041390126
- Danielle Matthews, Aqaba Bar and Cafe, danielle.matthews@its.ac.nz, 021464944
Hobbies and Interests
- Reading
- Fitness
- Cooking
- Learning
<Enter your own>
- Nationality: New Zealander
- Driving License: 1F
Languages
- French
- English
- Japanese
- Te reo Maori