LINAMARIA JAHRE CARLSEN

At our Spark AMS/111 call center, we answer calls on two lines: one is for 111 calls, where we connect the caller with the necessary emergency service. The second line is for an answering message service for multiple businesses, where we can take messages when they are busy, but for some clients, we do more complex work and operate more as a receptionist.

My role as a Site Partner is to supervise the agents on the phones.

• Supervise daily operations, and maintain workflow efficiency across both our Wellington and Christchurch teams.
• Be available, help, and support our agents when needed.
• QA on both lines to ensure we continuously provide good customer service.
• Organize the agents' daily schedule, and make sure we have enough coverage at all times during the day.
• Tech support when needed, and/or reporting bigger technical issues to our tech team.
• Take sick calls, report to Team Leaders, and organize extra cover when needed.
• Assist, approve, and report leave requests from our agents through our program to the appropriate team leader.
• Write newsletters, and our engagement group is trying to come up with multiple fun things, both at and outside of work, to keep a good and fun environment for everyone.
• Send out emails with new, important information for both lines. For example, if we have a new client on the AMS line.
• I also work with Help Desk, which is where our AMS clients can reach out if they need support or changes to happen.
• I answer all inquiries by email and phone.
• Communicate with new clients, and create a setup for their needs and wishes.
• Take feedback from our agents and clients, and make changes to setups to ensure better workflow and good customer service.
• Send out daily, weekly, and monthly reports.
• Plan and make changes to who is the weekly on-call for some of our clients.
• Communicate with the emergency services when needed, to make sure all callers to 111 are receiving the help they need.
• When there is high demand, we also help out by answering the calls.
• Debrief with agents when needed.
• A Site Partner is wearing multiple hats during the day, and when we have time, we do get to work on individual projects, such as creating new programs in Excel to support our daily tasks better, or working on team-building ideas, and so on.

• Part-time worker, helping at the clubhouse when needed.
• Opening and closing of the club, preparing food, and equipment.
• Check in of members, green fee players, and take payment when needed.
• Make and sell food and drinks, such as sandwiches, hot chips, soda, and beer.
• Cleaning of the kitchen, wardrobes, and common areas.
• Organising, charging, and cleaning golf carts.
• Marshalling the golf course to ensure everyone has paid green fees, and that operations are running smoothly.
• Manage customer service inquiries in a timely manner.
• Provided exceptional customer service to ensure guest satisfaction.

Company Overview: Using Property Wash Wairarapa as a trading name, it offers exterior residential and commercial property wash.

• I created and implemented new processes, procedures, and accounting/software programs as needed to ensure the smooth running of our operations.
• Networked within communities to identify and capitalise on business opportunities.
• I contributed to the growth of the business, mainly focusing on businesses and commercial buildings, which have seen an increase in more work, workers, equipment, cars, and big commercial clients all over Wairarapa.
• Answering all inquiries through phone and email.
• Organise and meet clients at their properties to provide quotes.
• Ordering and payment of new equipment and products.
• Managing the company's work schedule/calendar.
• Allocating assignments to staff members.
• Using Xero: adding clients, sending out invoices, reconciling bank accounts on a regular basis to ensure the accuracy of records, working with the accountant, and more.
• Developed and maintained detailed financial models for long-term strategic planning purposes.
• Conducted financial analysis to identify potential areas of improvement and cost savings.
• Keep up to date with occurrences, equipment, courses, warrants of fitness, and more, and renew/book appointments when needed.
• I was responsible for all employees, which included organising contracts, training, courses, pay, writing rosters, and more.
• Write timesheets for workers and organise their payments.
• Creating ads for papers, logos for cars, signs, and flyers, and contacting or keeping in contact with newspapers for advertising opportunities.
• Find and organise advertising opportunities, like the Home and Interior Show in Carterton in March 2023.

• As a Contact Service Worker (Nov 2020 - Nov 2021) for the call center, where we answer calls from various lines, we mostly connect victims of crime and trauma with the network of support workers located around New Zealand.

As a Finance Officer (Nov 2021 - Dec 2022):

• Send invoices through to Xero, and through for approvals.
• Organise the weekly and monthly creditors payment runs.
• Manually connect counseling invoices for victims with VIVA and Xero and communicate or be of assistance to the VAS team.
• Answering all inquiries through phone and email.

• Organising different activities, like bowling, walks, and swimming.
• Engage and teach them baking, crafts, individual games, and group activities.
• Helping with everyday needs like using the toilet, eating, and more.

• Managing the company's work schedule/calendar.
• Allocating assignments to staff members.
• Receptionist for the first year and stepping in to help on occasion after.
• Booking and organising air and sea freight.
• Occasionally stepping in as a DHL driver and handler at the airport.
• Keep a close relationship with the staff of the cruise ships, and at times, step in as an agent for them when needed.

Working at 3 of Hurtigrutens Hotels (Coal Minsers Cabin, Funken and Radisson Blue).

• Checking in and out guests, including booking guided tours and filling up, showing/selling from the souvenir store.
• Communicate and arrange with the cleaning team.
• Organise and prepare conferences.
• Organise for night arrivals at one hotel, leaving keys and information for them to find.
• Take food and drink orders, check ID, and deliver good customer service.

• I made a documentary about my brother and his drug addiction, how this affects me and my family, to draw more attention to the causes of drug addiction, mental health, and to push for more government assistance.

• Extra help/tutoring for children from 6 to 18 years of age, especially for two children diagnosed with downs syndrome and autism.
• Socialise, provide care and encourage/start activities for the children.
• Team leader and planned taught and organised activities and equipment for a youth camp called Camp Svalbard.
• Be a good example, talk, and support when needed through the youth club.

• Cleaning cars and buildings, painting houses, picking up garbage, organising equipment and more.
• We also helped cleaning out and organising an old coal mine and made it into a museum that is called Gruve 3 AS (Mine 3) on Svalbard, Longyearbyen.

• Receive and restock new deliveries.
• Cleaning and storage help.
• Helping customers and providing good customer service.