Mataiawhea Te Kere
Lower Hutt,New Zealand
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and team success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
7
7
years of professional experience
Work History
Team Leader Customer Services
Wellington City Council
04.2022 - Current
- Implemented and managed a new structured progression framework where staff are remunerated for development in their roles
- Monitored team attendance and performance in order to provide constructive feedback to increase productivity, customer experience and service level.
- Managed escalations and customer feedback in regards to council services
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed AWS browser phone system to ensure staffing levels meet customer demand on various phone queues and KPIs are met.
- Assisted in recruitment of new team members
- Developed effective improvement plans in alignment with goals and specifications.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Promoted high standards through personal example to help each member understand expected behaviour and standards.
- Activated business continuity plan when events impact our teams ability to answer calls
Customer Service Learning and Development Advisor
Wellington City Council
10.2021 - 04.2022
- Built and maintained relationships with Team Leader Customer Services to provide ongoing support.
- Conducted workplace compliance training to reduce liability risks and operate effectively.
- Trained new and existing employees on customer service best practices to improve overall customer handling skills.
- Update and simplify knowledge base and training materials
- Facilitate training and workshops
- Collaborate with business units to ensure information and training is kept up to date
- Create and plan progressions for customer service representatives
- Assist in monitoring performance along-side team leaders
Customer Service Improvement Officer
Wellington City Council
04.2021 - 09.2021
- Facilitated workshops between Customer Services Leadership Team and other Business units to design new processes
- Design quality monitoring and reporting templates
- Frequent interactions with other departments in council to discuss any risks or changes in processes
- Maintain and update the Customer Services Team, Customer Relationship Management (CRM) system, and the team's knowledge base located on Microsoft SharePoint
Customer Service Representative
Wellington City Council
03.2017 - 04.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers in a fast paced environment
- Engaged with multiple council departments
- Assisted in training new customer service representatives in both face to face and contact centre environments
- Knowledge of wide range of technological software used by contact centre and other business units. e.g Customer Relationship Management (CRM) Systems and phone browser systems
Waka Ama Regional Development Officer
Hoe Tonga Pacifica Waka Ama Association
06.2018 - 12.2020
- Planned and delivered in class and online course to increase skills in managing a Waka Ama club and participating in the sport
- Prepared and managed the largest Waka Ama events in the lower North Island. Over 1000 attendees were serviced by myself and my team
- Gathered quantitative and qualitative data to measure the quality of participation for different demographics.
- Provided reports on progress of funding, regional trends and quality participation to the Hoe Tonga board
- Created and implemented health and safety plans for events and clubs
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Managed budget allocation and resource utilization to maximize marketing ROI.
Education
Bachelor of Tourism Management - Tourism Management
Victoria University of Wellington
Wellington, NZ06.2016
NCEA Level 1, 2 And 3 -
Wellington College
Wellington, NZ12.2012
Skills
- Complaint Resolution
- Teamwork and Collaboration
- Attention to Detail
- Problem-Solving
- People and Performance Management
- Key Performance Indicators
- Coaching and Mentoring
- Relationship Building
- Influencing Skills
- Meeting Facilitation
- Task Prioritization
- Process Analysis
Accomplishments
- Whakapai Ake award winner at the 2022 Wellington City Council Staff awards for my continuous improvement and growth in the organisation.
Timeline
Team Leader Customer Services
Wellington City Council
04.2022 - Current
Customer Service Learning and Development Advisor
Wellington City Council
10.2021 - 04.2022
Customer Service Improvement Officer
Wellington City Council
04.2021 - 09.2021
Waka Ama Regional Development Officer
Hoe Tonga Pacifica Waka Ama Association
06.2018 - 12.2020
Customer Service Representative
Wellington City Council
03.2017 - 04.2021
Bachelor of Tourism Management - Tourism Management
Victoria University of Wellington
NCEA Level 1, 2 And 3 -
Wellington College
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