Michelle Qaraniqio
Auckland
Summary
A results-driven worker with a strong foundation of integrity and a work ethic instilled from an early age. I have proven expertise in leading teams, optimizing processes, and delivering exceptional service outcomes. I have a proven ability to lead teams, deliver exceptional service, and foster positive relationships. While I am seeking a change in my career field, my passion for helping and serving people remains at the core of what I do.
Overview
2026
2026
years of professional experience
Work History
Customer Services Team Leader
WM New Zealand
04.2023 - Current
- Supervise and lead a team of customer service representatives to achieve performance targets.
- Allocate tasks and manage daily workflow to ensure service levels are met.
- Conduct regular coaching sessions to improve individual and team skills.
- Assist with training new hires and upskilling existing staff.
- Support career development through mentoring and performance reviews.
- Track KPIs such as response time, resolution rate, and customer satisfaction.
- Prepare and present performance reports to management.
- Implement corrective actions when targets are not met.
- Handle complex or escalated customer issues that frontline staff cannot resolve.
- Ensure timely resolution and maintain customer satisfaction.
- Schedule shifts and manage attendance.
- Conduct formal meetings with team members regarding performance, compliance, and development.
- Ensure adherence to company policies and procedures.
- Collaborate with other departments to streamline processes and enhance customer experience.
Senior Customer Service Representative
WM New Zealand
04.2022 - 04.2023
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Developed training materials that improved onboarding for new staff members.
- Managed escalated complaints, ensuring resolution aligned with company standards.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Act as a liaison between the Team Leader and the customer service team.
- Step in to manage team operations during the Team Leader’s absence when required.
Customer Service Representative
WM New Zealand
08.2020 - 04.2022
- Processed service requests using CRM software, ensuring timely resolution of issues.
- Identified process improvements to enhance response times and operational effectiveness.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Store Manager
Amazon Surf, Skate, Denim
11.2016 - 08.2020
- Development from a Casual worker to store manager.
- Conducted regular performance evaluations, providing feedback and guidance to improve team effectiveness.
- Collaborated with corporate teams on promotional initiatives, aligning local execution with overall brand strategy.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Assisted with hiring, training and mentoring new staff members.
Pick Packer
Farmers Trading Distribution Centre
- Collaborated with team members to meet daily picking and packing targets.
- Conducted quality checks on picked items to ensure accuracy before dispatch.
- Utilized warehouse management system for inventory control and order processing.
- Reduced packing time for orders by efficiently organizing and assembling packages in line with company standards.
- Contributed to warehouse efficiency by collaborating with teammates on load planning, space optimization, and material handling procedures.
Skills
- Conflict resolution and problem-solving
- Stakeholder engagement and collaboration
- Time and workload management
- Process improvement and workflow optimization
- Adaptability in fast-paced environments
- Decision-making under pressure
- Service quality assurance
- Maintaining professionalism and optimism in interactions
Timeline
Customer Services Team Leader
WM New Zealand
04.2023 - Current
Senior Customer Service Representative
WM New Zealand
04.2022 - 04.2023
Customer Service Representative
WM New Zealand
08.2020 - 04.2022
Store Manager
Amazon Surf, Skate, Denim
11.2016 - 08.2020
Pick Packer
Farmers Trading Distribution Centre