Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Mata

Tauranga,Bay Of Plenty

Summary

Organized Coordinator focused on boosting customer satisfaction and service quality. Familiar with documentation, reporting and compliance requirements. Skilled in managing employee documentation and maintaining files and records.

Overview

Work History

Metering Sevices Coordinator (Technical Compliance)

Nova Energy- Todd Corporation
  • Respond to queries for specialist metering and Installation related services direct from customers or when escalated from other areas of the business
  • Engage in administrative workflow processes to maintain or exceed agreed internal service levels with key stakeholders
  • Ensure that customer are always provided with high quality & accurate information and that their expectations are either met or exceeded
  • Contribute to the development of Metering and Installation related processes across the broader Downstream Energy business, including Billing & Reconciliation data provision and Meter exception reporting
  • Contribute to Metering and Installation related compliance processes including review, management, and assignment of the Nova Exception reporting suite
  • Provide technical support within the broader Downstream team to ensure both internal and external stakeholders are receiving the highest quality of service
  • Take steps to ensure a pro-active solutions-based approach is used to enhance the customer experience by taking ownership of all metering tasks
  • Support the wider metering team when required, to ensure that all Metering and Install related tasks are completed within agreed timeframes
  • Resolve escalations of Metering and Install related issues from Metering team and Nova Retail team

Customer Associate

Nova Energy- Todd Corporation
  • Customer Service Representative
  • Product Selling
  • Taking inbound/outbound calls for general queries regarding NOVA products
  • Organizing requests (from creating application to metering/ broadband questions, organizing fault tickets broadband/ power/gas, organizing reconnections for customers property, refund requests Liaising to different teams for a specific request, contacting different Network Distributor for a specific request
  • Answering Bill/Invoice questions
  • Report to Team Lead/Manager
  • Practice NOVA core values: Care, Cheer, Dare, Share

Sales Consultant

BedsRus - Vandyks Group
  • Opening and closing store
  • Advising customers on products and closing the sale
  • Entering of Purchase Orders, Invoices, Good Inwards and Goods Outwards
  • Checking the Sales orders and Estimate Time of Arrivals
  • Advising customers of the estimated time of arrival of goods
  • Shop floor pricing and presentation
  • Quotations, by mail and phone and following up on quotes
  • Answering phones, diarising appointments etc
  • Dealing with stock goods inwards and outwards/ Organising deliveries
  • Ordering of stationery
  • Daily invoice correlation
  • Communicating with Suppliers and Account Managers
  • Weekly Figures
  • Update customers with orders
  • Update stocks/inventories
  • Coordinate with team members and report to Floor Manager

Retail Manager/ Sales Administrator

Bedpost Mount Maunganui
  • Opening and closing store
  • Advising customers on products and closing the sale
  • Entering of Purchase Orders, Invoices, Good Inwards and Goods Outwards
  • Checking the Sales orders and Estimate Time of Arrivals
  • Advising customers of the estimated time of arrival of goods
  • Shop floor pricing and presentation
  • Quotations, by mail and phone and following up on quotes
  • Answering phones, diarising appointments etc
  • Dealing with stock goods inwards and outwards/ Organising deliveries
  • Ordering of stationery
  • Daily invoice correlation
  • Communicating with Suppliers and Account Managers
  • Weekly Figures
  • Update customers with orders
  • Update stocks/inventories
  • Reporting Directly to Company Director/Owner

Part Time Store Manager

FurnitureZone Tauranga
  • Customer Service
  • Sales Consultant
  • Taking/Checking Stocks
  • Organizing freight for orders
  • Contacting Head office for warranties/finance issues/refunds - Pricing items
  • Contacting customers to update orders
  • Dealing with complaints, etc

Team Leader

ePerformax Contact Center/ eBay Australia
, Philippines
  • Assist the Team Coach/Manger with handling about 10-20 agents in a team
  • Oversee attendance, occupancy and taking escalated calls
  • Monitored daily workflow to ensure adherence to established policies and procedures.

Team Coach/Manager

ePerformax Contact Center/ eBay Australia
, Philippines
  • Manage around 30 team members
  • Do one on one coaching and feedback
  • Oversee attendance/escalations
  • Disseminate new changes to the website/policies
  • Report to Clients about feedback from the team
  • Reinforce and redirect behavior that could result in Customer Satisfaction
  • Facilitated conflict resolution between team members.
  • Identified areas of improvement and established action plans.
  • Organized team-building activities to enhance communication and collaboration.
  • Created reports summarizing progress against key metrics.
  • Collaborated with senior management on strategic planning initiatives aimed at increasing efficiency across departments.

Education

Level 7 Diploma of Business and Marketing - Business and Marketing

Aspire2 International Tauranga, New Zealand
12.2019

Bachelors Degree in Commerce - Major in Business Administration

University of San Jose- Recoletos, Philippines
12.2008

Skills

  • Technical Compliance
  • Service Delivery
  • Administrative Workflow Processes
  • Customer Service
  • Metering and Installation
  • Billing & Reconciliation
  • General Administration
  • Technical Support
  • Process Improvement
  • Training Documentation
  • Product Selling
  • Inbound/Outbound Calls
  • Organizing Requests
  • Answering Bill/Invoice Questions
  • Purchasing
  • Invoices/ Price quotation
  • Organizing Freight/ Logistics
  • Sales Administrator
  • Inventory
  • Warehouse Stock Management
  • Team Leadership
  • Coaching and Feedback
  • Attendance and Occupancy Management
  • Escalation Handling
  • Client Reporting
  • SQL Query, Intermediate Excel Skill
  • Business Administration/ Marketing

Timeline

Metering Sevices Coordinator (Technical Compliance)

Nova Energy- Todd Corporation

Customer Associate

Nova Energy- Todd Corporation

Sales Consultant

BedsRus - Vandyks Group

Retail Manager/ Sales Administrator

Bedpost Mount Maunganui

Part Time Store Manager

FurnitureZone Tauranga

Team Leader

ePerformax Contact Center/ eBay Australia

Team Coach/Manager

ePerformax Contact Center/ eBay Australia

Level 7 Diploma of Business and Marketing - Business and Marketing

Aspire2 International Tauranga, New Zealand

Bachelors Degree in Commerce - Major in Business Administration

University of San Jose- Recoletos, Philippines

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Michelle Mata