Summary
Overview
Work History
Education
Skills
References
Personal Information
Name & contact
Timeline
Generic

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
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
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
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
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
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
Katrina Lavakeiaho