Madeleine Smart
Mt Victoria,WGN
Summary
Customer-focused and results-driven professional with extensive experience in high-volume administration, fast and accurate data entry, and comprehensive customer account management across multiple systems and database platforms. Proven track record in triaging email workflows and maintaining exceptional data integrity in fast-paced environments. A highly adaptable and quick learner who actively embraces new opportunities to expand skills, drive self-improvement, and support team success through strong leadership and communication.
Overview
8
8
years of professional experience
Work History
Business Customer Service Specialist
Octopus Energy UK
Wellington
03.2024 - Current
- Resolved customer inquiries with a focus on energy services and billing issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved escalated customer complaints through effective communication and problem-solving, enhancing customer satisfaction and retention.
- Provided exceptional written customer service to large, diverse customer base addressing complex inquiries in high-volume email environment.
- Managed account updates and ensured accurate information in company systems.
- Processed orders, forms, applications and requests while following up on any pending cases.
- Provided training for new staff on customer service protocols and tools.
- Maintained up-to-date knowledge of products offered by the company.
- Mentored junior team members and managed employee relationships.
- Prepared and evaluated CRM reports to identify issues and recommend actionable improvements.
- Led team meetings to coordinate project goals and align efforts.
- Developed strategies for problem solving and conflict resolution among team members.
- Managed sensitive cases involving financial hardship, health concerns, and safeguarding needs, ensuring customers received timely, respectful, and compliant support.
- Acknowledged for clarity in written communication and capability to simplify complex concepts for broader understanding.
- Served as second-in-charge within team of 11, frequently assuming leadership responsibilities including decision support escalation management and workflow coordination.
- Engaged in health and safety initiatives identifying risks and enhancing office wellbeing and compliance.
- Organized office events, enhancing team collaboration and morale. while employing public speaking and facilitation skills.
Front of House / Bar Staff (Casual)
Amador Café & Bar
, Wellington
12.2023 - Current
- Engaged with customers to deliver exceptional service and foster strong relationships.
- Delivered friendly and efficient service in a dynamic setting.
- Established strong customer relationships and contributed to a positive and welcoming atmosphere.
- Ensured that all patrons were served responsibly.
- Maintained cleanliness of bar area and equipment, contributing to a safe and inviting environment.
- Monitored inventory levels and restocked supplies throughout shifts.
- Processed payments accurately, ensuring efficient transactions and customer satisfaction.
Relief Teacher (Early Childhood Education)
EP Education
Wellington
10.2023 - 03.2024
- Delivered relief support across various childcare centres, adapting swiftly to diverse systems, routines, and team dynamics.
- Implemented effective classroom management strategies to maintain a positive learning environment.
- Fostered a nurturing environment that promoted social and emotional growth.
- Provided a safe and stimulating learning environment for young children.
- Demonstrated flexibility, professionalism, and strong communication with staff and families to enhance collaboration.
- Collaborated with parents to address and support children's developmental needs effectively.
- Organized classroom materials to create an inviting learning space.
- Ensured compliance with relevant regulations such as health and safety standards.
Qualified Kaiako - Under 2s (Full Time & Fixed-Term Roles)
The Cubby House | Midcity Childcare | Various Locations
Wellington
01.2020 - 01.2023
- Delivered high-quality care and education while maintaining detailed documentation and compliance with regulatory standards.
- Established a safe, healthy and nurturing environment for the children in my care.
- Led activities that fostered physical, mental, and social development among children.
- Developed engaging lesson plans for diverse learning styles and age groups.
- Advocated for inclusive practices ensuring all children receive quality education.
- Engaged parents in discussions about children's progress and tailored development needs.
- Built strong relationships with families and colleagues through clear communication and reliability.
- Enhanced organization, planning, and multitasking skills to effectively manage busy, regulated environments.
Centre Manager / Head Teacher (Maternity Cover)
Sprouts Christian Preschool
New Plymouth
08.2022 - 12.2022
- Adapted to new digital systems and compliance processes to ensure smooth operations and regulatory adherence.
- Completed fixed maternity cover contract, contributing to team stability and continuity during transition period.
- Oversaw daily operations and ensured compliance with company policies.
- Supervised staff, fostering a collaborative and supportive work environment.
- Developed schedules for educators and caregivers to optimize coverage and efficiency.
- Facilitated parent communication, addressing concerns and providing timely updates to foster trust and engagement.
- Maintained accurate records of student attendance, behavior, academic performance, health information, and other related data.
- Evaluated teacher performance through observations and feedback sessions.
Secretary
NZEI Te Riu Roa- Teachers Union
New Plymouth
01.2019 - 01.2022
- Supported North Taranaki Branch Executive and Area Council by managing key administrative tasks that facilitated effective operations.
- Efficiently coordinated events, ensuring seamless logistics and successful outcomes.
Handled correspondence to maintain optimal communication channels.
Generated invoices for prompt payment processing and accurate record-keeping.
Organized records systematically for easy access and enhanced management.
Documented meeting minutes to accurately reflect discussions and decisions. - Prepared documents such as memos, letters, reports, spreadsheets and presentations using Microsoft Office applications.
- Maintained accurate records and files for union members and activities.
- Assisted in preparing materials for union events and workshops.
- Supported leadership in organizing member outreach initiatives effectively.
- Developed expertise in governance processes while maintaining confidentiality and collaborating with stakeholders on key initiatives.
Education
Bachelor of Teaching and Learning - Early Childhood
University of Canterbury
Christchurch, CAN01-2020
Certificate in Fashion Makeup Artistry - Level 3
WITT
New Plymouth01-2016
Certificate in Baking - Level 3
WITT
New Plymouth01-2016
Skills
- Customer service excellence
- Complaint resolution
- Customer relationship management
- Effective communication
- Empathy-driven interactions
- CRM platforms proficiency
- Support tools expertise
- IT proficiency
- Microsoft Office skills
- Data entry accuracy
- Compliance assurance
- Help desk support
- Administrative assistance
- Documentation skills
- Organizational abilities
- Attention to detail
- Time management strategies
Earlier Employment
- Relief Teacher & Teacher in Training, Lollipops - Evolve, New Plymouth
- Relief Teacher, Active Explorers - Evolve, Wellington
- Relief Teacher, Little School Kelburn, Wellington
- Bakery Assistant, Public Catering Company, New Plymouth
- Bakery Assistant, New World Thorndon, Wellington
Governance Experience
NZEI Te Riu Roa- Teachers Union, Secretary, 2019-2022, New Plymouth.
Timeline
Business Customer Service Specialist
Octopus Energy UK
03.2024 - Current
Front of House / Bar Staff (Casual)
Amador Café & Bar
12.2023 - Current
Relief Teacher (Early Childhood Education)
EP Education
10.2023 - 03.2024
Centre Manager / Head Teacher (Maternity Cover)
Sprouts Christian Preschool
08.2022 - 12.2022
Qualified Kaiako - Under 2s (Full Time & Fixed-Term Roles)
The Cubby House | Midcity Childcare | Various Locations
01.2020 - 01.2023
Secretary
NZEI Te Riu Roa- Teachers Union
01.2019 - 01.2022
Bachelor of Teaching and Learning - Early Childhood
University of Canterbury
Certificate in Fashion Makeup Artistry - Level 3
WITT
Certificate in Baking - Level 3
WITT