Karen Pese Uini Paulo
Auk,Papakura
Summary
Am an incredibly motivated person who always strives to be the very best version of myself. A natural team-player who enjoys working and learning with others to complete tasks collaboratively. Have more than 10 years experience working in customer service through contact center's, specializing in taking inbound and outbound calls. Love working with diverse groups of people and am passionate about helping customers and providing positive, friendly and efficient work in line with company policies and procedures. After taking some time away from the workforce to focus on m family am now as motivated as ever to return to building a successful career and providing first-class customer experiences.
Overview
17
17
years of professional experience
Work History
Admin and Payroll
GNA Staff Contractor Limited
01.2021 - 01.2024
- Enhanced financial reporting quality by conducting thorough analysis and providing comprehensive insights for better decisionmaking.
- Processing Payroll (xero) for all staff, fluctuating up to 50 staff during peak seasons.
- Sending and receiving emails, payslips, invoicing and important information both with clients and employees.
- Advertising on social media with adverts to increase awareness of job opportunities.
- Upholding strict Health and Safety processes.
- Recruiting staff ensuring employees and clients are well informed along the process.
Picking and Packing
Sistema Plastics
11.2017 - 01.2018
- Maintaining attention to detail ensuring all products were running on the conveyor smoothly up to the wrapping stage to minimise mistakes and wasted products.
- Ensuring a high level of quality assurance and making sure all products were to a high standard and any which were faulty or damaged were removed from production.
- Maintained high energy and focus during repetitive mundane tasks.
Debt Collector Agents
Baycorp Ltd
02.2013 - 08.2014
- Providing customers with outstanding customer service and support through their overdue finance journey.
- Reaching out to clients via phone, email, and mail to follow up on overdue accounts.
- Negotiating payment plans and settlements that work for both the client and company.
- Keep track of all interactions and update account records accurately.
- Make sure everything’s completed by the book following all relevant laws and guidelines.
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
- Minimized losses due to write-offs by consistently achieving high recovery rates on charged-off accounts.
Debt Collection Agent
Panthera Finance PTY LTD
06.2011 - 01.2013
- Reaching out to clients via phone, email, and mail to follow up on overdue accounts.
- Negotiate payment plans and settlements that work for both the client and the company
- Keep track of all interactions and update account records accurately.
- Work with the team to come up with smart collection strategies.
- Sending and receiving emails with private and sensitive information.
- Processed payments and applied to customer balances.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Advertising Sales Representative
TSA Telco Group
03.2009 - 01.2011
- Responsible for selling Telstra Products over the phone to generate new business.
- Support the Sales team in all stages and administration tasks.
- Contribute to weekly sales meetings including pipeline report and revenue forecast
- Ensure all sales are correctly contracted and documented
- Made outbound calls to existing customers to upsell advertising packages.
- Created and presented media and advertising packages to prospective customers.
Call Center Representative
Premium Finance Services
02.2007 - 01.2009
- Customer Service Outbound calls to set appointments for clients.
- Help resolve any disputes or issues that come up.
- General administrative tasks.
- Credit card payments
- Meeting KPI’s
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Education
No Degree - Skills For Industry Course
Call Centre People
Auckland, NZ08.2024
Retail Cert II - Retailing
Strategix Training Group
Brisbane06.2011
Master of Business Administration - Business Administration
Best Training
Manukau, NZ09.2006
High School Diploma -
Chanel College
Moamoa, Samoa12.2003
No Degree - Skills For Industry Course
Call Centre People
Auckland, NZ08.2024
Skills
- Inbound and Outbound calls
- Receiving and responding to emails
- Debt collecting
- Taking payments over the phone
- Strong multitasker and able to work under pressure
- Closing sales over the phone
- Invoicing clients
- Payroll (Xero)
- Reviewing timesheets
- Problem-solving abilities
- Reliability
- Excellent Communication
- Critical Thinking
- Active Listening
- Decision-Making
Hobbies
I love socialising with friends and going out fishing with my husband on weekends. I also love family gatherings and going to church and travelling. Singing at church is my passion and I love to use my vocals to express myself. I go on social media in my spare time to stay tuned with what is happening around me.
Timeline
Admin and Payroll
GNA Staff Contractor Limited
01.2021 - 01.2024
Picking and Packing
Sistema Plastics
11.2017 - 01.2018
Debt Collector Agents
Baycorp Ltd
02.2013 - 08.2014
Debt Collection Agent
Panthera Finance PTY LTD
06.2011 - 01.2013
Advertising Sales Representative
TSA Telco Group
03.2009 - 01.2011
Call Center Representative
Premium Finance Services
02.2007 - 01.2009
No Degree - Skills For Industry Course
Call Centre People
Retail Cert II - Retailing
Strategix Training Group
Master of Business Administration - Business Administration
Best Training
High School Diploma -
Chanel College
No Degree - Skills For Industry Course
Call Centre People
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