Keeli Sullivan - Cabin Crew
Birkdale,AUK
Summary
Customer-Focused Professional experienced in vehicle consumer lending. Delivered high-quality service through attention to detail and a commitment to exceeding expectations. Contributed to team success by fostering customer rapport and prioritising safety and trust.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Service Consultant - Consumer Lending
Heartland Bank
09.2023 - Current
- Managed customer interactions via phone, email, and in-person consultations.
- Assisted customers with account inquiries and resolved service issues, enhancing overall customer satisfaction.
- Resolved customer complaints promptly and empathetically, contributing to improved customer retention.
- Developed relationships with customers to ensure repeat business opportunities.
- Adhered to company policies while providing excellent customer service.
- Trained new staff on best practices for customer engagement and support.
- Assisted customers in navigating website for online orders or account management needs.
- Performed troubleshooting steps to identify root cause of technical problems.
- Demonstrated strong organizational skills by managing multiple tasks simultaneously under tight deadlines.
- Collaborated with colleagues across departments to ensure satisfaction of customer requests.
Banking Consultant - Retail & Deposits
Heartland Bank
03.2022 - 09.2023
- Developed extensive investment product knowledge and market leading rates to offer informed recommendations tailored to customer needs.
- Upsold products and services based on customer requirements, enhancing client rapport and supporting bank growth.
- Handled high volume of calls daily, maintaining composure while delivering exceptional service.
- Multitasked by navigating systems, taking notes, and answering client inquiries to ensure timely and accurate service.
- Effectively managed high-stress situations, resolving conflicts while preserving professionalism.
- Provided empathetic support for customers facing personal challenges, fostering client rapport.
- Adapted to new technologies and completed system migrations while managing call queues, effectively utilising streamlined processes and tools.
Guest Service Attendant & Kitchen Hand
Extreme Entertainment - TEEG NZ Ltd.
05.2021 - 12.2021
- Provided exceptional customer service to foster high guest satisfaction.
- Restocked front of house and café products to support seamless customer experience.
- Maintained cleanliness and organization of party rooms for timely guest arrivals.
- Conducted kitchen inventory stocktakes to manage supplies efficiently.
Wait Staff - Casual Employee
The Backyard Bar, Restaurant & Events Center - Northcote 0627
07.2021 - 11.2021
- Coordinated logistics for restock deliveries to ensure timely inventory replenishment.
- Executed pick and packing of customer and store orders, enhancing order accuracy with handheld scanners.
- Conducted stocktakes to support accurate inventory records and streamline restocking processes.
Education
High School Diploma -
Northcote College
Auckland, NZSkills
- Loan product knowledge
- Customer service and relations
- Complaint handling and resolution
- Call center operations
- Inbound call management and live chat support
- Call escalation procedures
- Technical troubleshooting
- System navigation
- Product knowledge and data entry
- Microsoft Outlook and Excel
- Calendaring and email management
- Presentation skills with Microsoft PowerPoint
- Paperwork processing and administration
- Retail marketing strategies
- Conflict management
- De-escalation techniques
- Building rapport with clients
- Team collaboration and support
- Reliability
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.
Languages
Maori
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
Certification
Level 1 First Aid Certificate
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