Leslie Masima
Auckland,AUK
Summary
Practised being a contact centre agent with more than a year worth of experience contributing to client satisfaction. Skilled in identifying and targeting individual needs. Continuously surpassing goals while complying with company standards and mission.
Overview
5
5
years of professional experience
Work History
Contact Centre Agent
Concentrix, Air NZ Account
08.2022 - Current
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Assisted customers by answering questions and responding to inquiries.
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
Traffic Controller
Rapido
10.2021 - 12.2021
- Communicated with team members using hand signals and radios.
- Assembled signs and cones to direct traffic through construction sites.
- Controlled pedestrian movements to prevent intrusion into work zones.
- Routed traffic around construction sites for worker and driver safety.
- Maintained clear visibility and legibility of directional and regulatory signs with regular inspections and repairs.
- Stood for 8-12 hours with "Stop/Slow" paddle directing traffic
Crew Member
Wendys Old Fashioned Hamburgers
01.2019 - 06.2019
- Worked front counter, drive-thru and other areas.
- Worked well with teammates and accepted coaching from management team.
- Took orders, prepared meals, and collected payments.
- Collaborated with team members to complete orders.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
- Trained new team members on procedures, customer service, and sales techniques.
- Prepared products following restaurant, health, and safety standards and procedures.
Education
High School Diploma -
Kelston Girls' College
New Lynn, NZ11.2018
Skills
- Very understanding and compassionate when interacting with customers
- know how to deescalate complaints and issues that arise
- Can work alongside others, and independently
- Time efficient
- Learned how to adapt to working under pressure
Languages
Tonga
Native or Bilingual
Timeline
Contact Centre Agent
Concentrix, Air NZ Account
08.2022 - Current
Traffic Controller
Rapido
10.2021 - 12.2021
Crew Member
Wendys Old Fashioned Hamburgers
01.2019 - 06.2019
High School Diploma -
Kelston Girls' College
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