Summary
Overview
Work History
Education
Skills
Professional Development
Other Information
References
Timeline
Generic

Louise Killeen

Whakatane,BOP

Summary

I am a bubbly, outgoing, and motivated person. I love to build positive and trusting relationships with customers, investigate their needs and develop tailored solutions.

With my children grown and settles, I am excited to be moving to Rotorua and am looking for a role that provides new challenges and a chance to further my skills.

Overview

19
19
years of professional experience

Work History

Projects Administrator

Horizon Services Limited
, Whakatane
02.2025 - Current
  • Provide coordination and communication between departments to support project completion.
  • Implemented office procedures to improve efficiency and productivity.
  • Performed data entry tasks into computer databases from paper documents.
  • Managed daily office operations and ensured a smooth workflow.
  • Supported team members with administrative tasks and scheduling needs.
  • Coordinated meetings, conferences, travel arrangements.
  • Developed spreadsheets to track project progress, budgets and other related data.
  • Process payroll, invoicing, and credit card purchases with high levels of accuracy.
  • Managed the communication process between the customer and the business to ensure that estimate and quote documents are provided accurately and in a timely manner.
  • Provided training and follow-up support to new staff members.

Service Advisor

Nicholson Autos
, Whakatane
10.2021 - 12.2022
  • Assisted customers with vehicle service inquiries and recommendations.
  • Provided accurate estimates for repairs and maintenance services.
  • Coordinated with technicians to ensure timely completion of services.
  • Processed customer payments and handled warranty claims efficiently.
  • Reviewed completed service orders to ensure that all work was done correctly, according to dealership standards.
  • Used service skills and technical knowledge to ascertain issues and provide swift, successful resolutions.
  • Tracked customer requests, comments, problems, issues and resolutions within designated systems.
  • Upsold additional products or services when appropriate.

Resolutions Coordinator

Nova Energy
, Whakatane
08.2018 - 10.2021
  • Facilitated communication between departments to resolve escalated issues promptly.
  • Ensured adherence to key performance indicators related to resolution times and quality standards across all channels of communication.
  • Coordinated resolution processes for customer inquiries and service issues.
  • Coordinated the resolution process between customers, management team, field staff, vendors, suppliers.
  • Facilitated internal meetings to review escalated cases; identified areas of improvement and provided recommendations.
  • Utilized problem solving skills when dealing with challenging situations or difficult customers.
  • Authored settlement agreement documents containing resolutions and obtained signatures from both parties to finalize agreements.

Call Centre Team Leader (Maternity Cover)

Nova Energy
, Whakatane
02.2018 - 08.2018
  • Managed daily workflows, assigning tasks to team members effectively.
  • Conducted regular performance evaluations to identify areas for improvement.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Maintained positive working relationship with fellow staff and management.

Cash and Financial Team

Nova Energy
, Whakatane
08.2017 - 02.2018
  • Completed day-to-day duties accurately and efficiently.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked successfully with a diverse group of coworkers to ensure tasks were completed accurately and within KPI deadlines.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Credit Controller

Nova Energy
, Whakatane
07.2011 - 08.2017
  • Reviewed credit applications and assessed customer creditworthiness for approval.
  • Managed customer accounts and ensured timely collection of outstanding payments.
  • Communicated with clients to resolve billing discrepancies and payment issues.
  • Implemented effective debt recovery strategies to reduce overdue accounts.
  • Analyzed financial data to identify trends and inform credit policies.
  • Reviewed payment plans with customers to ensure timely repayment of debts.
  • Provided information on credit terms and conditions.
  • Reconciled customer accounts and maintained accurate records.
  • Checked on payments and convey options by reaching out to customers using various means.
  • Monitored customer accounts to detect fraudulent activity.
  • Negotiated settlements with past due customers while protecting company interests.
  • Researched and resolved discrepancies in customer accounts.
  • Assessed creditworthiness of new customers through analysis of financial statements, credit references, and other resources.
  • Followed banking requirements and government lending regulations.

Call Centre Agent

Nova Energy
, Whakatane
07.2010 - 08.2011
  • Managed high call volume while maintaining professionalism and efficiency.
  • Provided exceptional customer service and support for diverse client inquiries.
  • Utilized CRM software to document customer interactions and track issues.
  • Conducted follow-up calls to ensure customer satisfaction post-resolution.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service-related issues.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
  • Monitored call queues in order to prioritize incoming calls by urgency or importance level.
  • Developed effective working relationships with team members across multiple departments.
  • Performed outbound calling campaigns.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.

Florist

Flower World
, Whakatane
03.2006 - 02.2010
  • Created custom floral arrangements for various events and occasions.
  • Assisted customers with selecting flowers and providing care instructions.
  • Developed seasonal displays to enhance product visibility and appeal.
  • Handled cash register operations and processed customer transactions accurately.
  • Created floral designs with fresh flowers for special occasions such as weddings, funerals, and holidays.
  • Organized the store's inventory of plants, vases, containers, and other supplies.
  • Communicated clearly and effectively with customers to determine type of arrangement desired, occasion and date, time and location for each arrangement needed.
  • Ordered flowers from wholesalers to ensure that all necessary items were available for customers.
  • Managed inventory of flowers, supplies, and equipment for daily operations.

Education

Level 3 - Business Administration

Waiariki Polytechnic
Whakatane
06-2010

Diploma of Floristry & Interflora Procedures - Floristry

BOP Polytechnic
Tauranga, NZ
11-1997

Skills

  • Customer relationship management
  • Effective communication with both internal and external stakeholders
  • Time management
  • Problem solving
  • Quick learning
  • Preparing financial documentation
  • Conflict resolution
  • Financial analysis

Professional Development

  • NZQA Health and Safety - Staff Representative
  • UD Webinar - Conflict resolution and personality disorders, 2021
  • UD Workshop - When we are Grown-ups. Understanding dynamics in human interactions 2018
  • UD Webinar - Avoiding conflict in credit management 2017
  • Intermediate-level Excel course 2016
  • UD Workshop - Managing Complaint Expectations 2016
  • EEGC Complaint Management and Resolution Workshop 2014

Other Information

  • New Zealand citizen
  • Full clean New Zealand driver's license
  • Fully COVID vaccinated

References

Monique Cory             

Horizon Services Limited 

PH: 021-242-2116

Tawhai Twomey

Nova Energy Limited

PH: 027-837-4703

Emma Alison

Nicholson's Autos

PH: 021-029-47676 

Timeline

Projects Administrator

Horizon Services Limited
02.2025 - Current

Service Advisor

Nicholson Autos
10.2021 - 12.2022

Resolutions Coordinator

Nova Energy
08.2018 - 10.2021

Call Centre Team Leader (Maternity Cover)

Nova Energy
02.2018 - 08.2018

Cash and Financial Team

Nova Energy
08.2017 - 02.2018

Credit Controller

Nova Energy
07.2011 - 08.2017

Call Centre Agent

Nova Energy
07.2010 - 08.2011

Florist

Flower World
03.2006 - 02.2010

Level 3 - Business Administration

Waiariki Polytechnic

Diploma of Floristry & Interflora Procedures - Floristry

BOP Polytechnic

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Louise Killeen