January Simpson
Hobsonville,New Zealand
Summary
Customer-focused service professional with extensive contact-centre experience across banking, telecommunications, and digital support environments. Known for building genuine, meaningful connections with customers while delivering clear, confident and solutions-driven assistance. A strong communicator—both verbally and in writing—with a proven ability to think on my feet, troubleshoot issues quickly, and adapt to new systems with ease. Reliable, resilient and team-oriented, I bring a positive attitude, strong work ethic, and a commitment to providing exceptional service in every interaction.
Overview
14
14
years of professional experience
Work History
Service Consultant
ANZ Contact Centre
10.2021 - Current
- Deliver high-quality service through inbound calls and emails, supporting new and existing customers with a wide range of banking needs in a fast-paced contact-centre environment.
- Build meaningful relationships by providing clear, accurate and efficient solutions, ensuring every customer has a positive experience.
- Recognised for strong communication and reliability; selected to support bank mail queues in addition to phone work.
- Demonstrate ANZ values through professionalism, teamwork and resilience while navigating complex enquiries and time-sensitive situations.
Bonus Bonds Rep (temp role)
ANZ Northwest Branch
07.2021 - 10.2021
HELPDESK (TEMP ROLE)
NZ Lotteries Commission
04.2021 - 10.2021
- Managed high-volume calls and live web-chat, supporting customers unable to purchase Lotto products during lockdown.
- Demonstrated quick problem-solving and strong technical aptitude by handling account setup, password resets, wallet suspensions and verification queries.
- Maintained accurate communication and followed up on unresolved issues, contributing to dependable, customer-focused support.
DIGITAL EXPERT (AGENT@HOME)
Spark New Zealand
01.2017 - 11.2019
- Handled live chat enquiries across multiple teams including billing, sales, connections, account retention and service troubleshooting.
- Built strong rapport with customers through clear written communication and an empathetic, solutions-focused approach.
- Known as a resilient team member who consistently delivered timely, accurate resolutions while adapting quickly to new systems and processes.
TECHNICAL SUPPORT
Sony ANZ Project
03.2012 - 12.2014
- Delivered technical support through phone, email and web-chat for customers across New Zealand and Australia.
- Managed daily email queues and ensured all web-based enquiries were resolved promptly within service-level timeframes.
- Collaborated closely with internal teams to direct customers to the correct support channels, contributing to efficient and dependable service.
Education
Internet Professional Program - Internet Essentials, Basic Web Development
INFORMATICS COMPUTER INSTITUTE
06.2006
BACHELOR IN SCIENCE - COMPUTER SCIENCE
AMA Computer University
Philippines03.2005
Skills
- Strong Problem-Solving Ability
- Customer-Centric Approach
- Reliable & Diligent
- Flexible & Adaptable
- Organised & Efficient
- Passionate
- Creative Thinker
- Can-do attitude
- Fast learner
References
References available upon request.
Timeline
Service Consultant
ANZ Contact Centre
10.2021 - Current
Bonus Bonds Rep (temp role)
ANZ Northwest Branch
07.2021 - 10.2021
HELPDESK (TEMP ROLE)
NZ Lotteries Commission
04.2021 - 10.2021
DIGITAL EXPERT (AGENT@HOME)
Spark New Zealand
01.2017 - 11.2019
TECHNICAL SUPPORT
Sony ANZ Project
03.2012 - 12.2014
Internet Professional Program - Internet Essentials, Basic Web Development
INFORMATICS COMPUTER INSTITUTE
BACHELOR IN SCIENCE - COMPUTER SCIENCE
AMA Computer University