Jethro Tucay
Customer Experience Agent
Christchurch
Summary
Customer-focused professional with over 5 years of experience delivering empathetic, efficient service in fast-paced, high-pressure environments. Proven track record in emergency call handling, remote patient support, and retail customer service. Skilled in multitasking across multiple systems including Salesforce, TIMU, and CAD, with strong communication and problem-solving abilities. Adaptable and eager to learn, passionate about helping customers and contributing to community wellbeing.
Overview
8
8
years of professional experience
2022
2022
years of post-secondary education
1
1
Language
Work History
Customer Experience & AMS Agent
Spark NZ
07.2023 - Current
- Manage nationwide emergency-related calls, collaborating with New Zealand emergency services to provide fast, empathetic support.
- Handle After Hours Messaging Services (AMS) for businesses, government agencies, and individuals, ensuring accurate message recording and dispatch.
- Demonstrate strong multitasking skills, managing customer interactions while navigating multiple systems with precision and confidentiality.
Volunteer Shop Assistant
Hato Hone St. John
04.2023 - 08.2023
- Supported retail operations, managing inventory and donations, operating POS systems, and ensuring compliance with safety protocols.
- Collaborated with team members to maintain efficient and customer-friendly store operations.
Overnight Administrator – Telecare Services
Hato Hone St. John
04.2023 - 07.2023
- Delivered vital overnight support by handling emergency calls and transferring to appropriate services (Police, Fire, Ambulance, Healthline).
- Maintained accurate real-time data using TIMU, Salesforce, and CAD-to-CAD systems.
- Provided calm, professional, and empathetic communication during life-critical situations.
Video Observation Proctor
Azova Inc.
01.2020 - 02.2022
- Supervised remote COVID-19 rapid tests, guiding patients empathetically through procedures via video platforms.
- Ensured accurate and timely data entry, maintaining procedural compliance during high-volume pandemic operations.
Volunteer Full-Time Missionary
The Church of Jesus Christ of Latter-day Saints
02.2017 - 02.2019
- Taught life and spiritual principles to diverse groups, developing strong communication and interpersonal skills.
- Provided community service, built trust, and trained fellow missionaries in teaching and leadership.
Education
Bachelor - Supply Chain and E-Commerce
Nexford University
Washington, DC02-2022
Skills
- Customer Service Excellence
- Call Handling
- Multitasking & Data Entry
- CRM & Communication Systems (Salesforce, TIMU, CAD)
Additional Information
Available for flexible shifts between 8am – 8pm, Strong adaptability to fast-paced and changing environments, Committed to ongoing learning and professional development
Timeline
Customer Experience & AMS Agent
Spark NZ
07.2023 - Current
Volunteer Shop Assistant
Hato Hone St. John
04.2023 - 08.2023
Overnight Administrator – Telecare Services
Hato Hone St. John
04.2023 - 07.2023
Video Observation Proctor
Azova Inc.
01.2020 - 02.2022
Volunteer Full-Time Missionary
The Church of Jesus Christ of Latter-day Saints
02.2017 - 02.2019
Bachelor - Supply Chain and E-Commerce
Nexford University
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