Mitchell Boyd-Manu

Reporting to the Operations Manager NZ, my role is responsible for the management and timely and efficient delivery of all support calls from the ADA New Zealand Customers and Stakeholders. It is my duty to provide high quality effective and efficient support enabling the operations and planning teams to fulfill their responsibilities to the organisation ensuring an excellent standard of service is provided to stakeholders. This role requires flexibilty between the different departments across the organisation.

Tasks completed under this role:

• Provided accurate information and answered customer inquiries regarding products and services.
• Provided exceptional customer service by assisting with product selection, ordering, billing, returns, exchanges, and technical support.
• Performed administrative tasks including filing paperwork, updating databases, and generating reports.
• Evaluated and proposed improvements to enhance customer service processes.
• Developed and maintained strong relationships with customers by offering personalized assistance.
• Tracked and followed up on orders, overseeing them from beginning to end and ensuring the punctual delivery of goods or services.
• Conducted coaching sessions with participants to enhance their proficiency in utilizing our systems (D365).
• Monitored and maintained appropriate inventory levels for facility and stationery supplies, proactively ordering new materials as needed.
• Designed user-friendly processes to streamline customers ordering of specially procured products.
• Enhanced database accuracy by inputting new and revised customer data.
• Collaborated with designated departments to investigate and resolve unresolved customer concerns.

After being promoted from an advisor position I led and supported a team of 5 – 10 COVID Advisors, working remotely from their own homes, ensuring my team members met strict call quality and call safety standards I also provided coaching and competency support, with my team sometimes doubling in size during a surge (time of rapid growth to support COVID-19 outbreaks such as Delta and Omicron and an increased volume of calls) I would provide any additional support my team may need and be their overall first point of contact for any issues, concerns or critiques, below are some skills I demonstrated in the position:

• Day to day leadership of diverse groups
• Coaching and motivating small focussed teams
• Resilience to work under pressure
• Administration of quality processes
• Input into improvement initiatives
• Responsible for roster and leave management
• Effective and efficient performance management of staff.

In this position it was my job to assist service users to book and manage their Covid vaccination appointments, I would also answer any related queries surrounding the vaccination and also transfer the service users to the appropriate lines if necessary and give any information relating to vaccination sites across the country, this also entailed outbound calling to check up on service users and follow up with overdue appointments.

• In this position I provide service to students who are looking to get into study and need the extra assistance that StudyLink has to offer
• The position entails processing evidence for a students application as well as maintaining any queuries the student may have and further completing their application
• Outbound Sales - Insurance People
• In this job I would cold call around New Zealand and offer free reviews on potential customers insurance policies
• I would build rapport and answer any other questions relating to their policies with the end result being a refferal to an insurance agent.

• Facilities)
• This job entailed full building washes as well as repairs

• This role included teaching younger students to extend their skills as musicians
• I was teaching Bass guitar to these students during my own time within school hours.

• This was a doorknocking based position which required me to go around different suburbs of Palmerston North to gain interest in free Fibre installations
• I would take information from the potential customers and find a suitable time for them to be contacted by a technician
• Customer Services - NZTA
• This job required me to take inbound calls regarding driver licenses, I would book tests online as well as give any advice and information on other license related queries
• Customer Services/Sales - EziBuy
• This job would entail making sales across New Zealand and Australia in an inbound call environment, I would also offer information relating to terms and conditions that Ezibuy have and also reviewing customer account information with the customer.

• This role included outbound calling to raise awareness for a charity I was assigned too
• I was expected to reach the target amount of donations in a night and to sell the benefit over the objection.