Jordan Te'o
Porirua,WGN
Summary
Results-driven Technical Lead experienced in software development, project management, and team leadership. Achieved product innovation and improvements while fostering positive team dynamics and ensuring customer satisfaction through strong problem-solving skills and technical proficiency. Focused on building high-performing teams, optimizing service delivery processes, and maintaining high service standards to contribute to company success.
Overview
3
3
years of post-secondary education
15
15
years of professional experience
Work History
SERVICE DELIVERY MANAGER
Harveys Towing
Brisbane, QLD
03.2025 - 06.2026
- Successfully leading multiple teams of up to 20 people and over 50 operators in a fast-paced environment, fostering collaboration and communication among team members.
- Led initiatives to streamline service delivery process, enhancing responsiveness and efficiency.
- Coordinated service delivery for towing operations and customer requests.
- Managed team schedules to optimize service coverage, improving response times and meeting customer needs.
- Ensured SLA compliance and maintained service delivery quality standards.
- Implemented process improvements to enhance operational efficiency and service quality.
- Resolved customer complaints and inquiries through effective communication, improving customer satisfaction.
- Collaborated with dispatch teams to streamline service coordination and execution.
- Evaluated performance metrics to identify areas for operational enhancement.
- Collaborated with business executives to discuss and understand IT problems negatively affecting operations.
- Trained new team members on technical processes and customer service protocols.
TRAINING ADVISOR - PROJECT TEAM
Bolton Clarke
04.2024 - 03.2025
- Developed and implemented effective instructional strategies to meet the diverse needs of learners in multiple contexts.
- Developed and implemented instructional strategies that addressed diverse learner needs across multiple contexts.
- Collaborated with subject-matter experts to create engaging learning materials that addressed the objectives of each program.
- Utilized technology-based platforms such as webinars or virtual classrooms for remote learning opportunities.
- Built relationships with stakeholders by promptly responding to inquiries and resolving issues or concerns.
- Created positive relationships with stakeholders by responding promptly to inquiries and addressing any issues or concerns in a timely manner.
- Collaborated with subject-matter experts to design engaging learning materials aligned with program objectives.
Customer Service Engineer
Parliamentary Services
Wellington
01.2023 - 06.2023
- Provided technical support for software and hardware issues to clients.
- Trained new employees on customer service protocols and system usage to ensure consistent service delivery.
- Created user guides and documentation for internal processes and tools to enhance user understanding and efficiency.
- Resolved complaints in a timely manner by identifying the root cause of the issue.
- Analyzed complex problems to identify potential solutions that best fit customer needs.
- Resolved complaints promptly by identifying root causes, improving customer satisfaction and service reliability.
- Provided support via remote desktop software, diagnosing customer issues over private and public networks.
- Monitored ticketing system queues for incoming requests from customers.
- Assisted users with password resets and account lockout resolutions.
- Trained end-users and internal staff on new technologies and system updates.
APPLICATIONS TRAINER
Whanganui DHB
Whanganui
10.2021 - 09.2022
- Developed and delivered hands-on training sessions for application users, including creating user manuals and online tutorials.
- Designed custom learning plans tailored to individual user profiles and skill levels.
- Developed interactive activities that encouraged active participation among trainees.
- Developed detailed training materials such as workbooks, handouts, presentations, reference guides, videos.
- Designed and implemented an effective tracking system for trainers and administrators to enhance training efficiency.
- Created documentation detailing system use and maintenance to facilitate user understanding and operational consistency.
- Actively participated in testing new applications prior to roll out to ensure quality standards were met.
- Developed comprehensive training materials, including workbooks, handouts, presentations, reference guides, and videos, to support user learning.
Technical lead - Laptop Support
NZ Police
Wellington
01.2021 - 10.2021
- Diagnosed laptop issues using advanced troubleshooting techniques and diagnostic tools.
- Established communication protocols between departments to streamline ticket resolution processes, improving response times.
- Provided technical support to customers via phone and in-person interactions.
- Analyzed data from ticket tracking system reports and user surveys to identify trends and recommend actionable solutions.
- Tested functionality of repaired or replaced parts to ensure proper operation.
- Successfully managed a team of 10+ Service Desk Analysts in providing exceptional customer service and technical support.
- Created weekly reports detailing team performance metrics including KPIs, open tickets, SLA compliance.
- Analyzed data from multiple sources such as ticket tracking system reports and user surveys, in order to identify trends and suggest solutions.
- Developed knowledge base articles containing detailed instructions for common IT issues encountered by users.
- Provided guidance on escalated problems or sensitive matters that require additional resources or expertise.
- Collaborated with team members to enhance service workflows, reducing repair turnaround times.
- Maintained inventory of spare parts and tools for efficient repair operations.
- Monitored performance metrics to track progress of individual technicians in resolving customer queries.
- Investigated root cause analysis when recurring faults were reported by customers.
ESCALATION SPECIALIST
Ministry of Business, Innovation and Employment
Wellington
11.2019 - 07.2020
- Provided technical support to customers by resolving escalated customer issues.
- Monitored team performance to identify issues and recommend improvements.
- Demonstrated excellent problem-solving abilities in order to resolve complex customer issues quickly and efficiently.
- Documented processes for handling escalations and communicated changes in procedure.
- Assessed customer needs, providing solutions that met their expectations while adhering to company policies and procedures.
- Gathered and communicated customer feedback to colleagues and departments for product and service enhancements.
- Documented processes for handling escalations and communicated changes in procedure as needed.
- Managed escalated calls by actively listening to customer needs and providing tailored solutions.
SERVICE DEPARTMENT ADVISOR
Capital City Ford & Mazda
Wellington
11.2016 - 08.2019
- Facilitated cross-departmental collaboration between Service Department and business units to enhance service delivery.
- Leveraged strong communication skills to effectively resolve customer complaints and ensure satisfaction.
- Established and maintained positive relationships with customers, vendors, suppliers, and other stakeholders.
- Maintained accurate records of repairs and services performed by technicians to ensure accountability and traceability.
- Developed and implemented training programs for new technicians, resulting in improved quality of service delivery.
- Monitored team member performance and provided coaching to develop employee skillsets.
- Conducted regular meetings with staff members to discuss job expectations and evaluate progress.
- Ensured compliance with all relevant safety regulations when performing maintenance or repair work.
- Created reports on monthly performance metrics to provide insights for strategic planning and operational improvements.
TEAM LEADER
ANZ Direct
Wellington
08.2015 - 10.2016
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Conducted regular performance reviews and provided constructive feedback to team members.
- Conducted performance reviews and provided feedback to guide team development.
- Analyzed survey data to identify opportunities for team improvement.
- Created reports summarizing key performance metrics such as average handle time, first call resolution rate.
- Compiled reports on key performance metrics to inform team strategies.
- Maintained up-to-date knowledge of industry trends and customer service best practices.
- Participated in recruitment efforts by conducting interviews for potential candidates.
TRAINING SPECIALIST
ANZ Direct
Wellington
06.2013 - 08.2015
- Contributed to creation of onboarding program that streamlined integration for new employees.
- Facilitated engaging and informative training sessions for both new hires and existing staff.
- Assisted in creating an effective onboarding program for new employees.
- Supported onboarding of new employees by hosting orientation sessions.
- Coordinated continuous education and professional development opportunities to enhance staff skills and knowledge.
- Collaborated with department heads to tailor training programs to specific job roles and functions.
- Implemented diversity and inclusion training programs to foster an equitable workplace environment.
- Facilitated engaging training sessions that improved knowledge retention for new hires and existing staff.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
CUSTOMER SERVICE REPRESENTATIVE
ANZ Direct
Wellington
01.2011 - 06.2013
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Offered resolutions to de-escalate calls and solve customer issues.
- Cultivated collaborative relationships with team members across departments to enhance service delivery.
- Identified opportunities to upsell additional products or services.
- Maintained records of customer interactions, transactions, comments and complaints.
- Recognized and acted on opportunities to upsell additional products or services, contributing to revenue growth.
- Achieved service targets consistently: call speed, accuracy and volume benchmarks on a consistent basis.
- Actively engaged with callers, clarifying information and diffusing anger to resolve issues effectively.
Education
LEVEL 4 CERTIFICATE IN - INFORMATION SYSTEMS
WHITIREIA POLYTECHNIC
Porirua 07.2020 - 12.2023
NCEA LEVEL 3 - University Entrance
Skills
- Service delivery improvement
- Service delivery documentation
- Performance analysis
- Technical support
- Application management
- Application support
- Troubleshooting
- System troubleshooting
- Software installation
- Windows OS support
- Remote assistance
- User training
- Training program development
- Operational logistics
- Hardware upgrades
- Process improvement
- Resource allocation
- Team leadership
- Team management
- Team performance optimization
- Communication strategies
- Conflict resolution
- Service quality management
- Technological integration
- Technological integration
Timeline
SERVICE DELIVERY MANAGER
Harveys Towing
03.2025 - 06.2026
TRAINING ADVISOR - PROJECT TEAM
Bolton Clarke
04.2024 - 03.2025
Customer Service Engineer
Parliamentary Services
01.2023 - 06.2023
APPLICATIONS TRAINER
Whanganui DHB
10.2021 - 09.2022
Technical lead - Laptop Support
NZ Police
01.2021 - 10.2021
LEVEL 4 CERTIFICATE IN - INFORMATION SYSTEMS
WHITIREIA POLYTECHNIC
07.2020 - 12.2023
ESCALATION SPECIALIST
Ministry of Business, Innovation and Employment
11.2019 - 07.2020
SERVICE DEPARTMENT ADVISOR
Capital City Ford & Mazda
11.2016 - 08.2019
TEAM LEADER
ANZ Direct
08.2015 - 10.2016
TRAINING SPECIALIST
ANZ Direct
06.2013 - 08.2015
CUSTOMER SERVICE REPRESENTATIVE
ANZ Direct
01.2011 - 06.2013