Karla O'Connor
Levin,MWT
Summary
Dedicated professional with successful experience in fast-paced settings. Hardworking team player with expertise in completing various tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Overview
17
17
years of professional experience
Work History
Bank Consultant
THE CO-OPERATIVER BANK
05.2023 - Current
- Customer Service at the Podium – processing customer cash deposits correctly, issue Eftpos cards, payment of bills for customers, automatic payments set up, international money transfers, set up internet banking, cash balancing
- New Customer acquisition, build relationship with customers by establishing rapport and trust
- Proactively listening to establish their needs and suggesting correct products
- Perform credit checks to enable setting up new accounts, establishing Investments, Kiwsaver and Term Deposit's
- Undertake prompt follow-up on scheduled phone calls and leads to ensure all customer enquiries are handled effectively and efficiently
- Insurance Quotes (Home, contents, car and life) Process life insurance and help customers calculate cover needed
- Customer retention, handling complaints about products or services and finding suitable outcomes
- Actively helping to contribute towards Branch performance targets
- Credit control, handled politely and efficiently to ensure best outcomes for bank and customers.
- Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
WEIGHBRIDGE OPERATOR / CUSTOMER SERVICE
KIWIPOINT QUARRY
11.2021 - 05.2023
- Dispatch of outgoing products, weighing of delivery vehicles and the issue of delivery documentation
- Receipt of incoming products, e.g cement plant raw materials
- Operation of weighbridges and systems
- Ensure drivers entering the site are qualified and equipped to do so and are aware of company rules and perform health & safety inductions
- Ensure work carried out is to the highest level of accuracy
- Ensure housekeeping of current SOP's and recognize where new ones are needed
- Answer incoming sales and product enquiries via walk in, phone and email.
- Supported site managers with handling daily traffic by processing data and paperwork.
- Supported inventory management efforts by providing accurate data on material weights, contributing to more precise stock records within the facility.
- Provided excellent customer service, addressing any questions or concerns from truck drivers regarding the weighing process or charges incurred.
- Maintained a safe work environment by adhering to safety regulations and conducting regular inspections of the weighbridge area.
ASSISTANT MANAGER
KATHMANDU
09.2020 - 05.2021
- Support the Store Manager to operate an effective and profitable store
- Assist the Store Manager to develop and foster a customer focused culture through the execution of sales, service and compliance initiatives
- Inspire and lead a diverse team of passionate individuals to reach set KPIs and sales targets
- Support the Store Manager train, mentor and coach Team Members to work towards goals and succession planning
- Support the Store Manager train, mentor and coach
- Deliver excellent customer service and ensure customer complaints are dealt with effectively handling, EFTPOS and reconciliation, EOD Banking
- Stock Management, Visual Merchandising
- Driving team to reach daily budgets.
Inflight Service Manager
Air New Zealand
02.2014 - 04.2020
- Self-motivated, with a strong sense of personal responsibility.
- Responsible for safe operations in the Cabin at all times
- Worked effectively in fast-paced environments.
- Promote a High Performance Culture with Crew
- Mentor & guide new Managers
- Manage on time performance to minimise disruptions to the Airline and customers
- Handle customer complaints quickly and effectively onboard.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Assisted passengers with boarding, seating arrangements, and baggage stowage to facilitate a smooth flight experience.
- Trained new cabin crew members on company policies, customer service standards, and emergency procedures to ensure consistently high-quality service delivery.
- Provided expert knowledge on flight services and amenities, answering passenger inquiries promptly and accurately.
- Supported company initiatives for environmental sustainability through conscientious waste management practices and resource conservation during flights.
- Delivered personalized attention to premium passengers by anticipating their needs and preferences, reinforcing a high level of customer loyalty.
- Contributed to revenue generation through effective sales techniques for in-flight products and services.
- Managed inventory of in-flight food and beverage items for optimal resource utilization.
- Handled in-flight emergencies calmly and professionally, prioritizing passenger safety at all times.
- Implemented strategies for enhancing onboard entertainment offerings based on passenger feedback and preferences.
- Managed conflict resolution among passengers when necessary, ensuring a peaceful travel environment for all aboard the aircraft.
- Administered first aid to passengers when necessary, responding quickly to medical situations during flights.
- Ensured safety and comfort of passengers by conducting pre-flight briefings and demonstrating safety procedures.
- Liaised with ground staff regarding special requests or accommodations for passengers with disabilities or dietary restrictions.
- Collaborated with pilots to maintain awareness of flight status, ensuring timely updates for passengers during unexpected delays or changes.
- Maintained compliance with Federal Aviation Administration regulations through adherence to standard operating procedures.
- Held flight attendants accountable to service expectations to meet company and regulatory standards.
- Fostered partnerships and supportive relationships with local airport operations to facilitate corporate initiatives.
- Engaged flight attendants by creating and fostering personal relationships with crew members.
Flight Attendant
Air New Zealand
04.2012 - 02.2014
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Collaborated with fellow crew members to deliver a seamless travel experience for passengers on domestic and international flights.
- Contributed to company success by consistently achieving high performance ratings for customer service, teamwork, and punctuality.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Performed pre-flight safety checks to verify oxygen masks, life jackets and other emergency equipment in good working order.
- Clearly explained and demonstrated safety and emergency procedures to passengers prior to takeoff.
- Supported team morale through effective communication skills that fostered cooperation among diverse crew members under various circumstances.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Answered passenger questions and provided solutions to issues arising during flights.
- Ensured safety and comfort of customers onboard aircraft.
- Assisted passengers with disabilities by providing wheelchairs and supporting throughout airport to provide excellent customer service.
Assistant Manager
Hannah's
02.2011 - 04.2012
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Vehicle Administrator / Delivery Clerk
Capital City Ford & Mazda
12.2009 - 12.2010
- Collaborated with service technicians to address any identified issues during the pre-delivery process.
- Established strong relationships with sales teams to facilitate smooth handovers of inspected vehicles ready for sale.
- Enhanced customer satisfaction with thorough inspections and proactive communication of potential issues.
- Monitor and control the Pre Delivery costs of new vehicles to ensure the comply with predetermined estimates
- Customer Liaison for delivery of new vehicles to the All Blacks, Hurricanes player, coaches and New Zealand Rugby Board CEO
- Secure new vehicle swaps between branches and arrange transport throughout New Zealand Maintain stock descriptions/photos on our company website
Customer Call Centre Liaison
Capital City Ford & Mazda
06.2007 - 12.2009
- Documented and detailed calls and complaints using call centre's CRM database.
- Booking of all customer vehicles for repair work and responsible for all incoming and outgoing call's.
- Administrative support to Service Managers & Service Advisor
- Resolved customer complaints and addressed emergency requests and needs.
- Maintained detailed records of customer interactions and transactions in the CRM system for quality assurance purposes.
- Streamlined call centre operations for increased efficiency through effective call routing and queue management.
Education
National Certificate in Business Administration - Business Administration & Computing
Eastern Institute of Technology
Napier, NZNational Certificate in Aviation/ Flight Attendant
Air New Zealand Training Facility
Auckland, New Zealand 05.2012
Skills
- Safety & Emergency Airline Training
- Teamwork, Team Leadership & Development
- Ability to work under pressure
- Flexible and adaptable
- Administration and management
- Professional relationship building
- Excellent interpersonal skills
- Health & Safety driven
- Problem-Solving
- Customer Relationship Management, Excellent Customer Service
- Management Coaching
- Reporting capabilities
References
On Request
Timeline
Bank Consultant
THE CO-OPERATIVER BANK
05.2023 - Current
WEIGHBRIDGE OPERATOR / CUSTOMER SERVICE
KIWIPOINT QUARRY
11.2021 - 05.2023
ASSISTANT MANAGER
KATHMANDU
09.2020 - 05.2021
Inflight Service Manager
Air New Zealand
02.2014 - 04.2020
Flight Attendant
Air New Zealand
04.2012 - 02.2014
Assistant Manager
Hannah's
02.2011 - 04.2012
Vehicle Administrator / Delivery Clerk
Capital City Ford & Mazda
12.2009 - 12.2010
Customer Call Centre Liaison
Capital City Ford & Mazda
06.2007 - 12.2009
National Certificate in Business Administration - Business Administration & Computing
Eastern Institute of Technology
National Certificate in Aviation/ Flight Attendant
Air New Zealand Training Facility
Similar Profiles
Clay BittnerClay Bittner
President at Hill Bank & Trust Co./Columbus State BankPresident at Hill Bank & Trust Co./Columbus State Bank
Shawn BleileShawn Bleile
Commercial Relationship Manager at First Security Bank / Big Sky Western BankCommercial Relationship Manager at First Security Bank / Big Sky Western Bank
Wanda ShamboWanda Shambo
Bank Secrecy Act Senior Specialist at Arrow Bank (formerly Glens Falls National Bank)Bank Secrecy Act Senior Specialist at Arrow Bank (formerly Glens Falls National Bank)