Kirty Kumar
Christchurch
Summary
Proven track record of excellence in client services at MBIE, adept in multitasking and maintaining composure under pressure. Skilled in teamwork and problem-solving, consistently exceeded performance goals. As a Team Leader, empowered team members, enhancing collaboration and productivity. Demonstrated adaptability and commitment to professional development, ensuring high-quality customer and community support.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
6
6
years of professional experience
Work History
Client Services Advisor
MBIE
03.2023 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Provided empathetic support for customers experiencing personal difficulties.
- Consistently met or exceeded performance goals, contributing to the overall success of the call centre.
- Documented and detailed calls and complaints using call centre's CRM database.
- Adapted quickly to new technologies introduced into the call centre environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Maintained a thorough knowledge of services to provide accurate information to customers.
Team Leader Secondment
MBIE
11.2023 - 05.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Community Support Worker
Pukeko Blue LTD
10.2018 - 01.2020
- Assisted clients in achieving greater independence, fostering a sense of empowerment through guidance and encouragement.
- Established trust-based relationships with clients through empathetic communication and active listening skills.
- Enhanced client well-being by providing comprehensive support and resources tailored to individual needs.
- Provided crisis intervention support when needed, deescalating situations while prioritizing the safety of all involved parties.
- Organized recreational activities that fostered positive social interactions and improved overall client satisfaction.
- Maintained professional development through ongoing training courses, staying current on best practices in the field of community support work.
- Strengthened family dynamics by facilitating open communication channels between clients and their loved ones during difficult times.
- Advocated for client rights, ensuring equitable access to necessary services and resources across diverse populations.
Education
Certificate - First Line Management
Wintec
Hamilton, NZ09-2025
Certificate - Introduction To Leadership
Wintec
Hamilton, NZ09-2024
Certificate - Health, Disability And Aged Support
Careerforce
Christchurch09-2014
Certificate - NZ Business
Manukau Institute of Technology
Auckland, NZ05-2007
Skills
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Effective communication
- Adaptability and flexibility
Timeline
Team Leader Secondment
MBIE
11.2023 - 05.2024
Client Services Advisor
MBIE
03.2023 - Current
Community Support Worker
Pukeko Blue LTD
10.2018 - 01.2020
Certificate - First Line Management
Wintec
Certificate - Introduction To Leadership
Wintec
Certificate - Health, Disability And Aged Support
Careerforce
Certificate - NZ Business
Manukau Institute of Technology
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