Mansi Mehta
Manukau,Auckland
Summary
A passionate people leader, enthusiast, self motivated, reliable and hard working. I have a warm and welcoming demeanor, my passion and commitment is contagious. I always seek to achieve a high standard in whatever work I undertake.
Overview
3
3
years of professional experience
Work History
Customer Service Team Leader
NZ Compare
Auckland, Auckland
08.2022 - Current
- Daily management and support of CSC team and consultants which includes lead allocation of chats, emails and tickets.
- Quality assurance coaching and training on a monthly bases of CSC consultants to ensure compliance KPI are met
- General sales and customer service coaching identified and conducted as and when needed to ensure consultants are improving, meeting targets and feel supported
- Answering Sales Consultants’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling escalated issues that cannot be fielded by the sales consultants.
- Leading CSC team meetings, asking questions of the consultants to better understand the calls being received, educating and coach the sales consultants regarding company processes and practices, and explain expectations to employees as guided by NZ Compare management
- Preparing reports and analysing data to improve processes, ensure resources are allocated appropriately, and maximise efficiency and customer satisfaction
- Taking on other tasks or projects to support marketing and website admin team, other managers, to organise create and implement client marketing campaigns. Contribute to and maintain stakeholder relationships with direct channel partners.
- Managing existing client relationships including communicating directly with clients/channel patners and foster productive, trusting business. Complete monthly checks and quality assurance on all patners.
Team Leader / Supervisor
Homecare Medical
Auckland, Auckland
05.2021 - 06.2022
- Managed a team of 7-10 consultants
- Provided guidance and support to my team of customer service representatives, ensuring that customer service was at par.
- I utilized my leadership and communication skills to effectively manage the team and address customer needs.
- Managed outbound campaigns for vaccination
- Provided guidance during conflicts
- Coaching and onboarding of new staff on the daily
Education
Bachelor of Arts - Film Televesion Media Studies And Sociology
University of Auckland
Auckland11-2009
Skills
- Relationship Building
- Adaptability
- Coaching
- Empathy
- Process Improvement
- Managing Team
Affiliations
- Reading
- Adventure Sports
- Going to the movies
- Travel
References
1) Megan Matthews
General Manager - NZ Compare
megan.matthews.nz@gmail.com
0211121523
2) Monica Tafua
Operations Manager - Homecare Medical
0225621889
Timeline
Customer Service Team Leader
NZ Compare
08.2022 - Current
Team Leader / Supervisor
Homecare Medical
05.2021 - 06.2022
Bachelor of Arts - Film Televesion Media Studies And Sociology
University of Auckland
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