KYLE MAKEA GLASSIE
Auckland
Summary
Dynamic professional with a robust background in customer interactions and service solutions, excelling in conflict resolution, communication, and problem-solving to drive customer satisfaction and loyalty. Recognized for adaptability to evolving needs and a strong commitment to achieving results through efficient, empathetic service. Dependable team collaborator consistently prioritizing the alignment of customer and organizational goals, fostering positive experiences for all stakeholders. Proven track record of reliability and a proactive approach that enhances overall service delivery.
Overview
7
7
years of professional experience
Work History
Customer Experience Representative
Kiwibank
05.2023 - 09.2025
- Inbound calls
- Managing customer bank accounts
- Handling of replacing and cancelling new cards
- Providing clear information regarding certain actions a customer can and can’t do.
- Frontline work
- Fraud calls
- Join trained
- Credit card trained
- Investment trained
- Knowledge on Kiwibank banking system
- Resolved customer complaints efficiently, ensuring a positive experience and fostering loyalty.
- Assisted customers with inquiries, providing accurate information and solutions to enhance satisfaction.
Labourer
Appeal Construction
12.2020 - 03.2023
- Maintained clean, safe working environment by removing debris from job site prior to shift completion.
- Used picks and shovels to dig, spread and level dirt and gravel.
- Building fences and decks.
- Demolition and installation work.
- Performed repetitive assembly tasks with hand and power tools and automated equipment.
- Collaborated with team members to complete assigned tasks and meet tight deadlines.
- Completed variety of physical labour tasks.
- Understood and followed oral and written directions.
- Operated and maintained a variety of equipment including hand and power tools.
- Mixed, poured, and spread concrete, asphalt gravel and other materials.
- Performed physical activities requiring heavy lifting, walking and standing for long periods of time.
- Collaborated with team members to ensure timely completion of project milestones.
Customer Experience Representative
Brightside
02.2022 - 10.2022
- Answering Incoming Calls
- Transferring Calls
- Uploaded customer information into data base
- Developed trust with customers by improving product knowledge to understand customer needs and provide effective solutions.
- Communicated with customers via phone & email.
- Handled customer complaints courteously using problem-solving skills and follow up logs.
- Raised claims for customers under their purchased extended warranty.
- Collaborated with team members to streamline processes, improving response times for customer support.
- Maintained detailed records of customer interactions, contributing to improved service strategies.
Caterer
Eden Park Catering
01.2019 - 12.2021
- In a fast-paced environment, I was often assigned to different roles, including:
- Bar steward
- Serving alcohol
- Checking ID
- Working on the till
- Food and beverage steward
- Serving food and beverages to customers
- Placing orders
- Clearing tables
- Organising and setting up venue
- Working on the till
- Welcoming guests
- Helping in the kitchen
- Suite steward
- Looking after a corporate suite of up to 10-20 guests
- Serving food and beverage
- Supervising the room
- Attending to the needs of guests
- Keeping room tidy for guests.
- I worked concerts, sporting events, private functions, etc.
- Six60, Lab, Elton john, Queen & more
- Blues, all blacks, warriors, black caps & more.
- Funerals, business functions & more
Education
NCEA 1, 2 & 3 -
Avondale College
01.2019
Skills
- Call center experience
- Appointment scheduling
- Complaint handling
- Complaint resolution
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Multitasking
- Computer skills
- Adaptability and flexibility
- Verbal and written communication
Timeline
Customer Experience Representative
Kiwibank
05.2023 - 09.2025
Customer Experience Representative
Brightside
02.2022 - 10.2022
Labourer
Appeal Construction
12.2020 - 03.2023
Caterer
Eden Park Catering
01.2019 - 12.2021
NCEA 1, 2 & 3 -
Avondale College