Summary
Overview
Work History
Education
Skills
Personal Skills And Attributes
Personal Information
Hobbies and Interests
References
Timeline
Generic
KATIE WATT

KATIE WATT

Cockle Bay,New Zealand

Summary

Excellent Customer Service Thrive on a challenging and busy position. Hardworking employee enthusiastic about learning any role I take on inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.

Overview

15
15
years of professional experience

Work History

Senior Support Officer

MBIE
03.2023 - Current
  • Provide file management support for physical/electronic files, including:
  • Receiving files and creating physical or electronic application files
  • Importing files/documents and ensuring they are attached to the appropriate applications/file records
  • Transferring physical or electronic files/documents to other offices as required
  • Obtaining files requested by other staff members
  • Other filing duties as required
  • Centrally coordinating incoming responses from customers, third parties and stakeholders
  • Requesting internal or external third party checks where applicable
  • Banking and finance systems




Service adviser

Bright VW Commercials
03.2020 - 11.2022
  • Initial contact with all Customers
  • Invoicing
  • Answered average of 40-50 calls and emails per day, addressing customer inquiries, solving problems, and providing product information.
  • Liaise between customers and Work shop foreman/Controller
  • Arranged vehicles to be sent for outwork
  • Chased account customers for payments
  • Assisted in day to day running of the workshop
  • Organised day of service Driver
  • Organised collection and delivery of vehicles to and from An Post, Gas Networks and DHL.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Educated customers about billing, payment processing and support policies and procedures and regarding regular maintenance protocols to preserve vehicle condition.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed estimates by costing materials, supplies, and labour.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Interpreted diagnostic results to provide accurate repair recommendations.
  • Developed process improvements to enhance overall delivery of service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly and Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Monitored cash/ petty cash and maintained adequate cash supply.
  • Trained staff on operating procedures, company services and day to day tasks
  • Developed and updated databases to handle customer data.
  • Created and maintained detailed database to develop promotional sales.


Service Adviser

Mercedes Benz Botany
08.2018 - 05.2019
  • Initial contact with all Customers
  • Invoicing
  • Answered average of 30 calls and emails per day, addressing customer inquiries, solving problems, and providing product information.
  • Liaise between customers and Work shop foreman/Controller
  • Arranged vehicles to be sent for outwork
  • Chased account customers for payments
  • Assisted in day to day running of the workshop
  • Organised day of service Driver
  • Organised collection and delivery of vehicles to and from An Post, Gas Networks and DHL.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Educated customers about billing, payment processing and support policies and procedures and regarding regular maintenance protocols to preserve vehicle condition.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed estimates by costing materials, supplies, and labour.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Interpreted diagnostic results to provide accurate repair recommendations.
  • Developed process improvements to enhance overall delivery of service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly and Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Monitored cash/ petty cash and maintained adequate cash supply.
  • Trained staff on operating procedures, company services and day to day tasks
  • Developed and updated databases to handle customer data.
  • Created and maintained detailed database to develop promotional sales.

Assistant Service Manager

John Andrew Ford and Mazda Penrose
01.2018 - 08.2018
  • Initial contact with customers
  • Invoicing
  • Overseeing of front line staff / WORKSHOP
  • Maintain a positive relationship with customers ensuring their needs are met
  • Communicate between customers and technicians
  • Assist with staff management and day to day operations of the business.
  • Met with customers to discuss service needs and offer available solutions.
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
  • Met with customers to discuss service needs and develop effective and practical solutions.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Trained 5 less-skilled service workers on standards, efficiency, and conflict resolution for best-in-class customer service.
  • Resolved customer complaints in professional and timely manner.
  • Developed and maintained positive relationships with customers to build rapport and trust.
  • Monitored service staff performance and provided feedback for improvement.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Implemented strategies to increase customer service satisfaction ratings.
  • Maintained records of service transactions and customer feedback for future reference.
  • Analyzed service reports to identify areas of improvement.
  • Developed department processes and procedures to boost customer satisfaction.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

Service Adviser

John Andrew Ford and Mazda Penrose
04.2014 - 01.2018
  • Initial contact with all Customers
  • Invoicing
  • Answered average of 40-50 calls and emails per day, addressing customer inquiries, solving problems, and providing product information.
  • Liaise between customers and Work shop foreman/Controller
  • Arranged vehicles to be sent for outwork
  • Chased account customers for payments
  • Assisted in day to day running of the workshop
  • Organised day of service Driver
  • Organised collection and delivery of vehicles to and from An Post, Gas Networks and DHL.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Educated customers about billing, payment processing and support policies and procedures and regarding regular maintenance protocols to preserve vehicle condition.
  • Followed up with customers to offer additional support and check resolution satisfaction.
  • Developed estimates by costing materials, supplies, and labour.
  • Suggested add-on services that would be helpful to customers and improve bottom line.
  • Informed customers of service specials, completion times, and service expenses to provide exemplary customer service.
  • Examined service history and provided initial inspection of vehicle to identify issues.
  • Interpreted diagnostic results to provide accurate repair recommendations.
  • Developed process improvements to enhance overall delivery of service.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly and Exhibited high energy and professionalism when dealing with clients and staff.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Sought ways to improve processes and services provided.
  • Monitored cash/ petty cash and maintained adequate cash supply.
  • Trained staff on operating procedures, company services and day to day tasks
  • Developed and updated databases to handle customer data.
  • Created and maintained detailed database to develop promotional sales.

Assistant store Manager

Max Fashions Onehunga
01.2012 - 04.2014
  • Processing of payments
  • Stock Control
  • Banking
  • Upselling
  • Assisting/styling customers
  • Merchandising.
  • Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Processed payments for credit and debit cards and returned proper change for cash transactions.
  • Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Trained new employees on proper protocols and customer service standards.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Reported issues to higher management with great detail.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Supervised creation of exciting merchandise displays to catch attention of store customers.

Early Childcare Assistant

Central Childcare Hamilton
02.2009 - 01.2012
  • Child profiles
  • Potty training
  • Overseeing of play time
  • Various duties such as feeding, bathing, dressing.
  • Used patience, skill and various behaviour modification techniques to maintain order and safety.
  • Maintained clean, neat and hazard-free areas to protect kids, personnel and families.
  • Provided lunchtime assistance to monitor children, assist with eating and serve food.
  • Sanitized dishes, tabletops, toys, and frequently touched surfaces to prevent spreading of germs.
  • Enforced rules and managed behavior through developmentally appropriate discipline.
  • Maintained effective schedule balance between rest periods, active play, and instruction.
  • Observed play activities to identify positive behaviors and areas in need of improvement, implementing behavior redirection where appropriate.
  • Built constructive and open relationships with families with forthright yet friendly communication.
  • Taught children to organize toys, wash hands, and share by leading by example.
  • Helped teacher prepare instructional material and displays.
  • Enforced rules and instructions to maintain discipline.

Education

Howick College
Howick South, NZ

Skills

  • High Attention to detail
  • Ability to work under pressure
  • Database Administration
  • Workflow management
  • Ability to work unsupervised
  • Customer Service
  • Microsoft Office
  • CRM Software
  • Customer Retention
  • Documentation and Reporting
  • Data Entry
  • Service Estimates

Personal Skills And Attributes

  • Honesty
  • Interpersonal skills
  • Hardworking
  • Efficiency
  • Passionate about completing every job I do well
  • Good at multi tasking
  • Service advisor of the year 3 years running

Personal Information

Date of Birth: 09/29/1991

Hobbies and Interests

I am an active person who enjoys many interests, including walking/tramping, playing netball and camping. I really enjoy a challenge and strive to achieve excellence in whatever I may try.

References

Available on request

Timeline

Senior Support Officer

MBIE
03.2023 - Current

Service adviser

Bright VW Commercials
03.2020 - 11.2022

Service Adviser

Mercedes Benz Botany
08.2018 - 05.2019

Assistant Service Manager

John Andrew Ford and Mazda Penrose
01.2018 - 08.2018

Service Adviser

John Andrew Ford and Mazda Penrose
04.2014 - 01.2018

Assistant store Manager

Max Fashions Onehunga
01.2012 - 04.2014

Early Childcare Assistant

Central Childcare Hamilton
02.2009 - 01.2012

Howick College

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KATIE WATT