Laurence Tipene
Moerewa,Bay Of Islands
Summary
Proven leader at Sky New Zealand, adept in verbal and written communication and customer engagement. Enhanced interdepartmental coordination and customer satisfaction, driving positive outcomes. Skilled in staff training and presentations, adept at resolving high-stress situations with professionalism, significantly improving client loyalty and operational efficiency.
Referees available on request
Overview
28
28
years of professional experience
Work History
Operations Administrator
Sky
05.2019 - 07.2024
- Checked approximately 140 installations by Sky in-house and contracted aerial companies nationwide per day.
- Liaised with in-house Quality Control technicians and aerial company personnel to deliver a smooth transition of operational practices through regular meetings, reports, and updates.
- Using MS Excel collated and configured month-end aerial company invoices preparing them for payment by our Sky Finance Team.
- Consistently delivered monthly installation reports on time to the Operations Manager.
- Supported Manila, Philippines-based call centre by handling all administrative tasks.
Dispatch Coordinator
Sky
04.2018 - 05.2019
- Manage scheduling and dispatching of approximately 90-120 Sky installations to in-house technicians and contracted aerial companies nationwide per day.
- Collaborated with in-house Quality Control leads and aerial company staff to facilitate seamless integration of operational practices by conducting regular meetings, providing detailed reports, and delivering timely updates.
- Responded to high volume of phone and email requests from Sky technicians and Customer Service Representatives to provide logistics information.
- Utilised GPS tracking software to ensure on-time arrivals of Sky in-house technicians and maximize fleet availability.
- Assisted in resolving customer complaints and grievances.
Vodafone Reseller Administrator
Sky
04.2007 - 04.2018
- Phoned 35-40 customers per day and made bookings for new Sky installations under Vodafone Reseller bundling agreement.
- Generated leads daily via Vodafone portal and converted existing Sky digital customers onto Vodafone Reseller bundling agreement.
- Acted as a liaison with Vodafone sales platform personnel to ensure the effective management of reseller channel processes.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Maintained a thorough knowledge of Reseller products and services to provide accurate information to customers.
Christmas Team Member (Nightfill)
The Warehouse (St Lukes)
11.2014 - 01.2015
- Replenish 15 store aisles with stock before next day opening time.
- Create Planograms for incoming fireworks stock.
- Assisted with presentation and merchandising.
- Dust mop clean entire store room floor.
- Participated in staff meetings and training sessions to stay informed about new products, policies and procedures.
Telecom Sky Wholesale Administrator
Sky
09.2001 - 04.2007
- Phoned approximately 50 customers per day and scheduled their Sky digital installation under Telecom Sky Wholesale agreement and educating them about billing, payment processing.
- Uploaded Telecom files daily so that we could convert existing Sky digital customers onto Telecom Sky Wholesale bundling deal.
- Organised workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Maintained thorough knowledge of products and services to provide accurate information to customers.
Call Centre Customer Service Representative
Sky
04.1996 - 09.2001
- Managed approximately 120-140 calls daily booking new Sky installations, relocations, technical assistance troubleshooting, billing and payment enquiries.
- Demonstrated excellent multitasking abilities in different departments by simultaneously handling multiple tasks such as credit control callbacks and batching credit card details for customer payments.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Adapted quickly to new technologies introduced into the call centre environment, utilising tools effectively during customer interactions.
- Placed outbound customer service or customer satisfaction calls to follow up on quality of installation and service carried out by Sky technicians.
Education
Bay Of Islands College
Kawakawa12.1987
Skills
- Effective verbal and written communication, active listening
- Analytical thinking, creative problem-solving, troubleshooting
- Collaboration, conflict resolution, ability to work in diverse teams
- Prioritisation, deadline management, multitasking
Communication Skills
Problem-Solving
Teamwork
Time Management
- Flexibility, openness to change, ability to learn new skills quickly
- Client relations, empathy, handling enquires and complaints
- Task management, attention to detail, filing and recordkeeping
- Comfort with learning new technologies, troubleshooting technical issues
Adaptability
Customer Service
Organizational Skills
Technical Aptitude
Hobbies
Learning Spanish:
- Actively studying Spanish through formal classes and online YouTube course
Vlogging:
- Currently creating and editing engaging video content on my YouTube channel, including walking tours and travel adventures.
Travel:
- Exploring diverse cultures and destinations, gaining valuable insights and experiences from around the world. Most recent trips Fiji July-August 2024, Dana Point, California Sept-Oct 2024.
Timeline
Operations Administrator
Sky
05.2019 - 07.2024
Dispatch Coordinator
Sky
04.2018 - 05.2019
Christmas Team Member (Nightfill)
The Warehouse (St Lukes)
11.2014 - 01.2015
Vodafone Reseller Administrator
Sky
04.2007 - 04.2018
Telecom Sky Wholesale Administrator
Sky
09.2001 - 04.2007
Call Centre Customer Service Representative
Sky
04.1996 - 09.2001
Bay Of Islands College
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