Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

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, DC
02-2022

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
Jethro TucayCustomer Experience Agent