Maryanne Toia
Auckland,NZ
Summary
Dedicated and adaptable customer service professional with over a decade of experience in utilities, security, house keeping and quality assurance. Known for strong problem-solving skills, customer focus and ability to coordinate complex operations under pressure. Adept at liaising between technical teams, customers, sales and management to deliver efficient solutions. Demonstrated history of exceeding performance goals, maintaining data accuracy, and contributing to a positive service culture.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Housekeeper
Movenpick Hotel
Auckland CBD
01.2026 - Current
- Consistently exceed daily room cleaning targets while maintaining 5 star presentation standards.
- Complete tasks efficiently within set timeframes.
- Ensure rooms are inspection ready and meet company cleanliness standards.
- Report maintenance issues, damages and safety hazards promptly.
- Work collaboratively with team members and supervisors to maintain smooth operations.
Customer Service Representative
Matrix Security
Penrose
10.2022 - 12.2025
- Provide phone-based technical troubleshooting for alarm system and monitoring services.
- Book and schedule technicians, prepare network maps and allocate job requests.
- Update client details, process cancellations and liaise with monitoring partners.
- Handle invoicing and purchase orders with accuracy and compliance.
- Support customer satisfaction through proactive communication and issue resolutions
- Facilitate onboarding and offboarding of clients by coordinating necessary documentation and processes.
Monitoring Centre Operator/Dispatcher
Matrix Security
Penrose
07.2022 - 10.2022
- Manage diverse incoming calls, addressing emergency situations and general enquiries with clarity.
- Prioritise multiple tasks under pressure, ensuring professionalism and accuracy in high-stress environments.
- Liaise with emergency services (eg Police, Fire and Ambulance) when required, ensuring accurate and prompt information sharing.
- Coordinate with co-workers and supervisors through radio communication systems, facilitating effective information flow.
Security Static Guard
Matrix Security
Penrose
03.2022 - 07.2022
- Control entry and exit points, ensuring only authorised personnel access premises.
- Carry out routine safety checks and report on-site security compliance.
- Assist management with incident response and client reassurance.
Energy Response Consultant
Energy Australia
Geelong, Victoria
10.2018 - 03.2022
- First contact for inbound customer service on electricity and gas accounts.
- Resolve billing disputes, service complaints, and account queries with professionalism
- Exceed team and individual KPIs, achieve high service ratings
- Maintain strict data accuracy and compliance when handling customer information.
- Balance efficiency by providing empathetic service to customers in a fast-paced environment.
Quality Control Administrator
The Knowledge Warehouse
Newmarket, Auckland
09.2015 - 10.2018
- Monitor survey calls, validate results, and ensure compliance.
- Prepare data reports, maintain high accuracy standards to support decision-making.
- Support team leaders in coaching staff for performance improvement.
Team Leader/Monitor
The Knowledge Warehouse
Newmarket, Auckland
04.2014 - 09.2015
- Train new employees to meet KPIs through effective supervision.
- Monitor calls and provide feedback to maintain quality standards.
- Improve team capability through structured guidance and mentoring.
CATI Interviewer
The Knowledge Warehouse
Newmarket, Auckland
09.2011 - 04.2014
- Conduct structured phone interviews, achieving quota targets.
- Build rapport with respondents, explain survey purpose and objectives.
- Ensure accurate data collection and research compliance.
Skills
- KPI targets
- Attention to detail
- Scheduling
- Customer liaison
- Self-Management
- Data reporting
- Cleaning procedures
- Adaptability
- Account updating
- Quality assurance control
- Professional communication
- Team collaboration
Certification
- Certificate of Approval - Private Security Personnel Licencing Authority. A mandatory New Zealand security license for individuals becoming security guards.
Technical Skills
- Microsoft
- Cisco Finesse
- Voxco Command Centre
- Voxco Agent
- NetSuite
- Patriot
Accomplishments
- Sir Peter Blake Award
Timeline
Housekeeper
Movenpick Hotel
01.2026 - Current
Customer Service Representative
Matrix Security
10.2022 - 12.2025
Monitoring Centre Operator/Dispatcher
Matrix Security
07.2022 - 10.2022
Security Static Guard
Matrix Security
03.2022 - 07.2022
Energy Response Consultant
Energy Australia
10.2018 - 03.2022
Quality Control Administrator
The Knowledge Warehouse
09.2015 - 10.2018
Team Leader/Monitor
The Knowledge Warehouse
04.2014 - 09.2015
CATI Interviewer
The Knowledge Warehouse
09.2011 - 04.2014