Leilani Whitnall
Upper Hutt,NZ
Summary
Hello! My name is Leilani Whitnall and I am 25 years of age and come from a Tokelauan, Samoan & European descent. I come from a large extended family full of wonderfully diverse people.
I lived in Wellington New Zealand most of my life and moved to Christchurch in the South island for a job opportunity.
At 14, I started working as a waitress at Wallaceville House and as a Deli Assistant at Pak N Save Upper Hutt. I decided on a career change and worked as a Customer Support Administrator for Madison Recruitment via contract to a Government agency. I became a peer supporter helping rangatahi/young people with their mental wellbeing. I then moved from this role to into a similar field with Pact group, supporting people with mental-wellbeing and disabilities.
More recently I have been working for Vodafone NZ/ One NZ and supporting and gaining relationships with business and consumer customer all over New Zealand.
My bubbly personality and laughter is what I am best known for. I embrace people, ideas, perspectives from all angles and places in the world.
Overview
6
6
years of professional experience
Work History
Customer Champion Coach
One New Zealand
Christchurch, Christchurch
05.2023 - 08.2024
- Effectively addressed and resolved technical issues by incident tickets reported by frontline representatives.
- Provided support onsite and remote to frontline agents by addressing general queries for business and consumer customers related to technical support, product knowledge, and complaint resolution.
- Provided exceptional customer service and technical support to customers and agents via phone, email, and chat.
- Participated in team meetings to discuss new approaches for improving service quality.
- Investigated and dealt with business and consumer complaints to identify root causes and develop corrective actions.
- Provided complaint resolution through root cause analysis and service recovery to retain existing clients and increase customer satisfaction.
- Identified process improvement opportunities to enhance efficiency and create a streamlined workflow.
- Knowledge of KPIs in a call center environment and understanding patterns in repeats, monitoring queues.
- Managed a learning support system with our coaches to train and upskill our frontline customer service agents.
Business Case Manager
Vodafone NZ
Christchurch, New Zealand
05.2022 - 05.2023
- High satisfaction rating through proactive one-call resolutions
- Developed and maintain great understanding of product information with ability to provide excellent responses to diverse questions
- Skilled in providing customer advice on company systems, form completion and access to services
- Skilled in customer complaint resolutions with products or services to aid retention and drive sales
- Highly skilled in customer account maintenance with manual forms and digital information updates
- Highly skilled in customer queries and requests, offering excellent support, often tailored to address specific needs.
- Skilled multi-tasked managing inbound calls and Case managing high workload, with outbound calls when necessary
- Driven and engaged in learning and development opportunities to promote promote continued performance improvement
- Skilled and experienced in managing difficult conversations
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Community Support Worker
Pact Group
Lower Hutt , WGN
11.2021 - 04.2022
- Provided great emotional/physical support to affected residents and victims and assisted in developing long-term recovery plans, goals, Vocational activities within the community
- Assisted in implementation of community support services in alignment with needs.
- Supporting people between ages of 18-50
- Experienced with analyzing Risk Management Plans/ Needs assessments and new daily note taking on progress.
- Experienced with working with all types of people from different cultural backgrounds
- Trainings - Basic self defensive training, Challenging Behavior training and Management of Actual and Potential Aggression training
- Experienced and work well under pressure and stressful situations
Peer Supporter
Peerzone Piki Project
Wellington City, WGN
07.2020 - 09.2021
- highly experienced Giving 1:1 peer support to young people between ages of 18-25 with their mental wellbeing by sharing lived experiences
- Experienced in facilitating group workshops with young people supporting and giving resources and support on their journeys as a collective
- Trainings - Inside out rainbow, Le Va Pasifika, He Puna Whakaata
- Excellent Feedback/Report note taking for each client and group session
- Helping young people monitor their progress and articulating their goals for recovery while support them through their treatment.
- Maintained courteous and effective working relationships.
- Excellent at Identifying issues, analyzing information and provided solutions to problems.
Customer Support Administrator
Kelly Services And Madison Recruitment
Upper Hutt, WGN
03.2018 - 09.2019
- Assess incoming customer requests to manage their details by administering their information correctly within government systems
- Comfortably contact customers by letter, email, web message and phone to seek further information and provide confidence of service
- Often provide input on team discussions to improve business processes, that shape better outcomes for our customers
- Built and maintained relationships with key stakeholders across the business to exert my passion for diversity, inclusion and a positive working culture
- Provided support and training to new staff on new tasks, with focus on the new systems delivered by the wider Business Transformation
Education
High School Diploma -
Upper Hutt College
Upper Hutt09.2016
Skills
- Excellent communication
- Multi-tasking
- Work well independently and in a team
- Initiative
- complaint resolution
- Cultural Awareness
- Critical Thinking
- Organization and Time Management
- Attention to Detail
- MS Office suite
References
References available upon request.
Timeline
Customer Champion Coach
One New Zealand
05.2023 - 08.2024
Business Case Manager
Vodafone NZ
05.2022 - 05.2023
Community Support Worker
Pact Group
11.2021 - 04.2022
Peer Supporter
Peerzone Piki Project
07.2020 - 09.2021
Customer Support Administrator
Kelly Services And Madison Recruitment
03.2018 - 09.2019
High School Diploma -
Upper Hutt College
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