Katrina Lavakeiaho
Auckland
Summary
- Excellent communication skills, customer service skills developed through extensive experience in my current position.
- Able to work in a team environment, with ability to manage multiple tasks, competing priorities within a high paced workplace.
- Always presented well with excellent communication skills and the ability to get along well with others.
- Able to work independently with minimal supervision or within a team environment.
- Friendly and enthusiastic approach to all customer interaction and a strong focus on exceeding customer expectations delivering results and resolving problems.
- Always willing to learn new skills.
- Highly motivate, reliable and punctual .
Dedicated customer service management professional with extensive experience in fast-paced call centre environments. Led by example to provide first-class customer care. Motivated, mentored and incentivised teams to achieve productivity and performance targets.
Overview
2025
2025
years of professional experience
Work History
Customer Experience Agent
Pakuranga Medical Centre
Auckland, AUK
08.2024 - 12.2024
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
- Improved first call resolution rates with thorough product knowledge and efficient problem-solving skills.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Assisted customers in navigating complex processes by breaking down information into simple steps for easy understanding.
- Trained new hires on company policies, procedures, and best practices for delivering outstanding customer service.
- Managed high-volume calls while maintaining exceptional standards of professionalism and accuracy.
- Investigated and resolved accounting, service and delivery concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Manager
The warehouse group ltd
Auckland, New Zealand
06 2022 - 07 2024
- Took ownership of escalated customer issues and followed through to resolution.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
- Communicated courteously with customers by telephone and email.
- Analysed statistics and KPIs to identify potential service improvements.
- Kept appropriate stock levels to meet operational needs.
- Actioned customer feedback to promote continued service improvement.
Customer Service Representative
Ancra
Auckland, New Zealand
06 2021 - 07 2022
- Processed inbound customer calls, providing information on service or product upgrades
- Upsold new products and accessories to customers, capturing significant increases in add-on sales.
- Resolved customer complaints following guidelines and referred complex inquiries to team leaders.
- Advised customers on availability, pricing and location of products.
- Handled in-person, email and mailed correspondence.
- processing orders for clients that needed high or low quantity of products.
Regional Manager & Visual
Ally Fashion
Brisbane, Australia
01 2015 - 12 2021
- Multi - Area Management
- Responsibilities :
- Customer Service 100%
- Roster Preparations
- Visual Merchandising the store daily 10 stores
- Kpi's Management for the team
- Targets and Budgets are met for the store
- Til operations exchange and refunds
- Stock count/ stock take / stock check
- Markdowns / price corrections
- Travelled all over Australia to visit other stores I oversee
- Monthly performance reviews on stores
Accounts Recovery Agent
TSA Telco Group
Brisbane
02.2012 - 12.2014
- Customer Service
- Recover current existing telstra customer account that were overdue
- Handle KPI targets
- Resolve Accounts and customer complaints
- Transfer accounts to collections
- Upsell to better plans that suit the customers budget if needed to change
- Phone handling
- Filing paperwork on tasks and accounts
- LICENCES & QUALIFICATIONS
- Opens License: 105747642
Education
Senior Education Certificate - Year 12 -
Marsden State High School
Certificate I and II in Retail -
Certificate I in business -
Certificate of wokrplace -
Skills
- COMPUTER SKILLS
- Microsoft Word
- Microsoft Excel
- Microsoft Power point
- OneNote
- Internet Explorer
- Email / Outlook
- Accurate typing
- Order management
- Customer service
- Mentoring and coaching
- Merchandising and display management
- Order processing
- Product knowledge
References
Eva Ching
Ally Fashion Regional Manager
0401734077
evaching3545@hotmail.com
Serah Olivier
Noel Leeming Manager
0211293955
Seraholivier29@outlook.co.nz
Personal Information
Name & contact
Timeline
Customer Experience Agent
Pakuranga Medical Centre
08.2024 - 12.2024
Accounts Recovery Agent
TSA Telco Group
02.2012 - 12.2014
Certificate I and II in Retail -
Certificate I in business -
Certificate of wokrplace -
Customer Service Manager
The warehouse group ltd
06 2022 - 07 2024
Customer Service Representative
Ancra
06 2021 - 07 2022
Regional Manager & Visual
Ally Fashion
01 2015 - 12 2021
Senior Education Certificate - Year 12 -
Marsden State High School