Maraea Ruha

Leading the National Services Team for both Australia & NZ to deliver 'first choice' customer service to National Account customers

Assisting our National Account Managers and Business Development Managers by providing administrative and sales support to meet business objectives and deliver outstanding service to our National Account stakeholders

Delivering exceptional customer experiences while leading a high-performing team to consistently exceed expectations, I drive excellence in call center performance through strategic management of metrics and optimization of the telephone system across the entire business. This role also encompassed overseeing reception, managing daily administrative tasks, handling account, facilities, and event management, and engaging in face-to-face customer interactions.

To meet and surpass the Business Plan's quantity and quality targets by motivating, coaching, and developing a team of Advisors, ensuring the ongoing delivery of customer service. This role emerged from a restructure, providing me the chance to lead a blended team consisting of five Retention Advisors and five Client Services Advisors, marking the first blended team at YOUI NZ.

Additional Positions Held at Youi NZ Pty Limited During Tenure:
• Retention Operations Manager (secondment)
• Sales Operations Manager (secondment)
• Retention Team Manager
• Sales Team Manager
• Client Services Team Manager
• Client Services Advisor
• Sales Advisor

Managed credit facilities and processed contracts for Farmers and Q Cards, communicated promotions, resolved customer complaints, handled inquiries, managed stress effectively, and mentored new employees, ensuring high customer satisfaction and efficient operations.

Began my career at SKYCITY Entertainment Group as a cashier and was quickly promoted to Cage Supervisor due to demonstrated competence and leadership skills. In this role, I oversaw a team of 20 cashiers, ensuring exceptional customer service, managing significant financial transactions, and maintaining strict regulatory compliance, including Anti-Money Laundering (AML) protocols.

Special Assignments:
Seconded to both SkyCity Queenstown and Hamilton, managing International VIP guests and Junket Groups, ensuring accurate commission calculations and payouts. Both assignments were for 6 weeks at each location.