Keeli Sullivan
Auckland
Summary
Attentive Customer Service Consultant with proven skills in customer relations and problem-solving. Manage high call volumes with excellent multitasking and prioritization skills. Converse easily with people of different backgrounds to prove industry-leading service. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses sound independent decision-making skills and sound judgment to positively impact company success.
Overview
3
3
years of professional experience
Work History
Customer Service Consultant - Consumer Lending
Heartland Bank
09.2023 - Current
- Developed mobile applications to enhance user experience and generate additional revenue streams for clients.
- Managed customer escalations to senior staff or management when necessary, ensuring the appropriate level of attention was provided for a resolution.
- Handled high call volumes while maintaining a courteous and professional demeanor.
- Improved customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.
- Coached junior team members on best practices in digital consulting, contributing to the development of a high-performing team.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
Banking Consultant - Retail & Deposits
Heartland Bank
03.2022 - 09.2023
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Guest Service Attendant & Kitchen Hand
Extreme Entertainment - TEEG NZ Ltd.
05.2021 - 12.2021
- Maintenance of Party rooms
- Ensuring rooms are presentable for new guests
- Restocking of Front of House & Café products
- Kitchen Inventory Stocktake
- Customer Service.
Wait Staff - Casual Employee
The Backyard Bar, Restaurant & Events Center - Northcote 0627
07.2021 - 11.2021
- Pick/Packing customer and store orders
- Using handheld scanners
- Unloading Shipping Containers
- Stocktake.
Education
High School Diploma -
Northcote College
Auckland, NZPersonal Information
Skills
- Call center experience (2 Years)
- Inbound Call Management
- Complaint Handling
- Live chat support
- Product Knowledge
- Data Entry
- Microsoft Excel
- Microsoft Outlook
- Administrative Support
Accomplishments
- 2019 - Received a STEM Scholarship to Represent my Iwi, Ngai Tahu - as Rangatahi Student in Te Pokai Ao Programme, Travelling to Silicon Valley, San Francisco, America 2019. (Te Rūnanga ō NGAI TAHU).
- 2018, 2019 & 2020 - Selected Top M.P.A & Award of acknowledgement for Te Reo Maori & Maori Performing Arts - (Westlake Girls High School)
- 2019 & 2020 - STEM LEADERSHIP PROGRAMME - Selected Honourable Tukana in experience courses that involve the Rangatahi STEM Scholarship Unit. I received a Ranagtahi position in Te Reo Maori and Maori Performing Arts within My Iwi - The Ngai Tahu & Tainui Scholarship Programme. - selected me to represent several NCEA unit courses involving Environmental & Cultural Analysis, Computer Engineering, Marketing Photography Standards / Visual arts Film & TV, and Acting.
References
- Natelie Connor - Customer Experience Contact Centre Manager, Heartland Bank Ltd.
Ph: (+64) 22 682 2718
- Dan Glover - Team Leader, Customer Service - Consumer Lending
Ph: (+64) 27 327 9686
- Priya Moodlyar - Retail & Investments Team Leader - Savings & Deposits, Heartland Bank Ltd.
Ph: 022 163 4997
- Greg Haumaha -Manager & Event Co-Ordinator, The Backyard Bar.
Ph: (+64) 27 511 9252
- Tausala Tanimo - Assistant Manager, Extreme Entertainment, TEEG Ltd.
Ph: (+64) 22 514 2745
- Donna Pike - Deputy Principal and Dean at Westlake Girls' High School.
Ph: (+64) 21 0700 283 Email: dpike@westlakegirls.school.nz
Languages
Maori
Native or Bilingual
Timeline
Customer Service Consultant - Consumer Lending
Heartland Bank
09.2023 - Current
Banking Consultant - Retail & Deposits
Heartland Bank
03.2022 - 09.2023
Wait Staff - Casual Employee
The Backyard Bar, Restaurant & Events Center - Northcote 0627
07.2021 - 11.2021
Guest Service Attendant & Kitchen Hand
Extreme Entertainment - TEEG NZ Ltd.
05.2021 - 12.2021
High School Diploma -
Northcote College
Personal Information
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