Mal Courtney
Wellington,WGN
Summary
Proven track record in enhancing customer satisfaction at Inland Revenue, adept in customer support and data analysis. Excelled in roles requiring active listening and quality decision-making, significantly improving client relations. Demonstrated leadership by mentoring and acting as Team Leader, showcasing strong independent and team collaboration skills. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
14
14
years of professional experience
Work History
Customer Service Officer
Inland Revenue
07.2015 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns with a commitment to First Contact Resolution.
- Help a large volume of customers every day with a positive attitude and focus on customer satisfaction through all means of communication.
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations. Paid Parental Leave, Working for Families, Tax Codes and Income tax assessment.
- Supporting and mentoring both upskilled and new team members.
- Short-term acting Team Leader role.
- Health and Safety Representative
Administrative Assistant
Skills Active Aotearoa
01.2011 - 07.2012
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Booked and managed travel arrangements for staff.
- Liaised with internal and external stakeholders regarding training needs.
- Maintain internal communications amongst the organisation including monthly news letter.
Education
New Zealand Certificate in Business (FLM) Level 4
Open Polytechnic of New Zealand
Lower Hutt, NZ12.2024
St Oran's Girls College
Lower Hutt, NZ01.2004
Skills
- Customer Support
- Account Investigation
- Data Entry
- Customer Focus
- Documentation And Reporting
- Inbound Call Management
- Active Listening
- Quality Decision Making
- Leading Initiatives
- Ability to analyse and interpret data
- Can work independently and across teams
Timeline
Customer Service Officer
Inland Revenue
07.2015 - Current
Administrative Assistant
Skills Active Aotearoa
01.2011 - 07.2012
New Zealand Certificate in Business (FLM) Level 4
Open Polytechnic of New Zealand
St Oran's Girls College
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