Katreace Eden
55 Moteo Marae Road RD3 Puketapu,Napier
Summary
37 years of customer service experience at BNZ, serving as the first point of contact for clients. Demonstrated ability to create a welcoming environment, ensuring customer satisfaction through attentive and empathetic interactions. Strong team player with a commitment to community support and a positive attitude. Consistently recognised for going above and beyond to meet customer needs and enhance their experience.
Overview
37
37
years of professional experience
Work History
Bank Officer
Bank of New Zealand
, Napier
01.1987 - 12.2023
- Provided warm, professional front-line service by assisting customers with banking inquiries.
- Identified individual customer needs and recommended suitable financial products and services.
- Scheduled appointments while ensuring accurate and efficient data entry for customer records.
- Proactively identified process improvement opportunities to enhance customer service interactions.
- Managed customer complaints calmly, explaining next steps and de-escalating issues effectively.
Volunteer Coordinator
Napier Community Foodbank
, Napier
05.2017 - 05.2019
- Facilitated communication between local BNZ branches and Napier Community Foodbank for 'Fuel the Family Feed the Bus' event.
- Motivated staff to donate food items, increasing community participation.
- Established designated drop-off points for efficient food donation collection.
- Ensured regular interaction with Napier Community Foodbank to address ongoing needs.
- Coordinated volunteer efforts for BNZ staff to transport food donations from local schools and businesses to the storage facility.
Volunteer Shop Assistant
Cranford Hospice
, Napier
07.2017 - 11.2018
- Handled cash register transactions accurately and efficiently.
- Assisted in maintaining store appearance by stocking shelves, organising displays, and ensuring cleanliness of the shop floor.
- Greeted customers, and provided assistance.
- Performed opening, closing procedures for the store including counting money in cash drawers at start, end of shifts.
Education
New Zealand Certificate In Computing Level 2
Eastern Institute of Technology
Napier City, NZ06-2025
Skills
- Deliver professional customer service with empathy and genuine care
- Adapt to changing environments and customer needs
- Good time management to prioritise tasks and consistently meet deadlines
- A good eye for detail, ensuring accurate and confidential customer records
- Encourage a collaborative team culture to enhance service delivery and workplace morale
- Identify and implement process improvements to streamline customer interactions
- Resolve customer complaints with a calmness and showing empathy, ensuring clarity and satisfaction
Accomplishments
- BNZ Chevron Winner 2012
- Led a Kaizen initiative to identify and implement process improvements within the BNZ, impacting both the local branch and other departments
- Organised events inviting guests who had made improvements in their working environments within the BNZ and externally
- Encouraged team collaboration to encourage a culture of continuous improvement
- Implemented necessary changes and conducted regular reviews to ensure ongoing success
Referees
- Jane Davison, BNZ Senior Partner Hawke's Bay, 029 200 7864
- Trish Jones, Retired BNZ Officer, 021 100 1577
Timeline
Volunteer Shop Assistant
Cranford Hospice
07.2017 - 11.2018
Volunteer Coordinator
Napier Community Foodbank
05.2017 - 05.2019
Bank Officer
Bank of New Zealand
01.1987 - 12.2023
New Zealand Certificate In Computing Level 2
Eastern Institute of Technology