Luke Frew
Taupo
Summary
Dedicated and detail-oriented professional with over 25 years of experience in Customer Service and Hospitality. Deep understanding of customer needs, excels at exceeding expectations. Approachable nature and commitment to delivering top-notch service. Proven track record in problem-solving, optimizing team performance, and developing innovative business strategies. Takes pride in completing every task to the highest standard.
Overview
26
26
years of professional experience
Work History
Customer Services/Team Leader
Animates
01.2016 - 11.2024
- Started as a Customer Service Rep and worked way up to Team Leader (4 years).
- Providing resolution to customer queries.
- Providing support to our Internal Stores and Area Managers.
- Overseeing the companies Loyalty Program.
- Arranging in-house training with suppliers and our HR team.
- Overseeing the 'live chat' platform, where I would run a secondary team of agents looking after live website conversations with customers.
- This included product knowledge/support that skewed into our online sales.
- Assistance to the phones team in case of overflow.
- Handling all email based customer queries.
- Training/Hiring new staff.
- Managing Team and Individual KPI’s
- Logging all Team Stats for the General Manager.
Customer Services
Avis/Budget Group
07.2006 - 10.2015
- Providing resolution to customer queries.
- Maintaining all International Wholesale accounting queries.
- Assistance to the phones team in case of overflow.
- Handling all email based customer queries.
- Training new staff.
Customer Services
Home Direct
03.2001 - 06.2006
- Handling all Customer queries via phone and email.
- Managing online account/payment plans.
- Handling all 'credit control' based accounts; credit reports etc
Customer Services
NZ Couriers
03.2000 - 03.2001
- Providing resolution to customer queries.
- Processing all ticket orders
- Assistance to the track and trace team in case of overflow.
- Handling all phone based customer queries.
- Booking courier collections.
- Training new staff.
Customer Service/Presentation/Order Taker
McDonalds
02.1999 - 03.2000
- Cash Handling
- EFTPOS
- Order Taking
- Face to face Customer Service
- Cleaning Duty
- Stock Take
- Food Preparation
Skills
- In my last role at Animates I worked my way up to become the Team Leader
- I led a small team of agents in the Support Office, but also oversaw those who would work from home During Covid, I had a rotating roster of about 20 agents reporting directly to me (which I primarily oversaw remotely due to lock-down)
- In the last 20 years I have worked mainly in an office environment that saw the role take on more as it progressed
- At Avis/Budget I had sole responsibility for some of the companies biggest customer accounts
- This included managing a wide range of customer queries that involved general knowledge plus a whole range of queries/investigations that I would see from start to resolution
- Communication
- I have 25 years in 'Customer Service' - this was primarily phone/email based with earlier history in face to face service
- Computer skills
- I have had to use multiple computer programmes that have been developed specifically for the companies I have worked for The variance in these means I have adapted to learning how to use these quickly
- Writing
- As a lot of my work history has been email based I have learnt how to be precise in both my external and internal communications
- This means I can clearly address what needs to be addressed in a quick and precise manner
- Teamwork
- I have worked with a number of teams of the years - both small and big
- This means I can easily adapt to whatever working environment I may find myself in - be it as part of a team or as a sole charge employee
- Research
- Over the years a number of my roles have required me to solve customer issues One of the best attributes one must have is to know what they are dealing with
Websites
CUST
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Timeline
Customer Services/Team Leader
Animates
01.2016 - 11.2024
Customer Services
Avis/Budget Group
07.2006 - 10.2015
Customer Services
Home Direct
03.2001 - 06.2006
Customer Services
NZ Couriers
03.2000 - 03.2001
Customer Service/Presentation/Order Taker
McDonalds
02.1999 - 03.2000