Mitchell Hooper
Christchurch,New Zealand
Summary
Psychology & Criminology Graduate with 5 years of experience in customer success, a proven track record of building and maintaining key relationships with customers over multiple varying fields, and seeking to build further on that. Passionate about delivering results and success, enhancing satisfaction and retention, as well as helping improve the team as a whole to provide even further excellent product success for the business.
Overview
9
9
years of professional experience
Work History
Customer Service Executive
Uptick
04.2022 - Current
- Established and maintained key relationships with customers to ensure exemplary service, understand individual needs, and increase overall satisfaction, contributing to continual increase in new customers and near-perfect customer retention rate.
- Troubleshooting issues to ensure product is working excellently, achieving 90% + overall approval rating from customers.
- Entrusted to upskill and operate key operational components, including updating the product itself through the website backend, writing coding, bug reporting, Intercom, Cloud services and Aircall
- Liaising with other company teams to improve overall knowledge with everyone to better upskill and improve product service, including evaluating trends to analyze complaints and identify opportunities for improvement.
- Frequently providing recommendations for enhancements to communications, tools, capabilities, and product lines to increase customer experience. This helped organize workflow and structure to increase response efficiency to exceed monthly KPI's.
Case Manager Specialist
Conduct Review Authority, ICRA
12.2021 - 03.2022
- Responsible for managing and establishing a personal database of 30+ insurance claim reviews occurring simultaneously, and entrusted to independently organize claim review processes, ensuring effectiveness and efficiency
- Utilized excellent time-management skills to maintain contact with all parties involved to inform of the process and timeline continually, ensuring customer satisfaction and retention of services; leading to ICRA being New Zealand's leading claim review authority having over 65% of claims lodged nationally being undertaken.
- Responsible for recommending extra services including assessment, crisis intervention, advocacy, and monitoring of clients; as well as communicating regularly with legal service providers, social services agencies, and local judicial systems regarding cases.
- Proficiently utilized Microsoft Office Suite
Customer Support Executive
Moneybox Ltd
03.2020 - 10.2021
- Established rapport and maintained key relationships with customers regarding assistance and information about technical, operational, informational or security queries, resulting in customer satisfaction rates of 90% +
- Onboarding of new users to help with product implementation, assist with product adoption and utilization to promote customer success.
- Entrusted to upskill for further customer success, including managing the company Twitter page and App Store review responses, verification security checks for identification purposes and Anti-Money Laundering checks (AML)
- Provided data analysis based on performance metrics in order to help improve team performance; helped exceed monthly KPI's, dropped our median response wait time, average resolution time and raised satisfaction rating.
- Responsible for mentoring new team members in a supervisory role to promote increased product knowledge to provide greater service for customers.
- Took lead on difficult customer escalations to ensure resolution by engaging directly with clients, resulting in increased customer retention rates.
- Utilized and learnt key programs including Intercom, Cloud, Microsoft Office Suite, Cloudtalk.
Communications Officer
New Zealand Police
03.2019 - 11.2019
- Received 180-200 calls per day from the general public requiring assistance with issues currently involving national Police.
- Built rapport and developed understanding with individuals, identified key issues, used problem-solving skills recognize best possible assistance required, and ensure this was seen through to ensure and increase service satisfaction.
- Regularly involved in emotional, distressing conversation and encountered difficult individuals given Police involvement and nature of some calls. Heavily trained in crisis-prevention to handle both Emergency and Non-Emergency situations.
- Verified proper handling and routing of communications and classified data.
Salesperson
Mitre 10 Ltd
01.2014 - 11.2014
- Provided face-to-face assistance for customers looking to purchase building materials or seeking advice on projects being worked on
- Developed rapport and established relationships with customers in order to improve retention and maintained that relationship with them throughout in order to increase sales.
- Upselling and recommending additional products in order to further help them with their work and increase profit margin, resulting in being the highest-grossing store department Nationwide in 2014.
- Entrusted to upskill with administrative duties such as ordering and maintaining stock in an area of the store I was solely responsible for and constructing large orders for important building contracts.
Education
Bachelor of Arts - Psychology & Criminology
Victoria University of Wellington
Wellington, New Zealand10.2019
NCEA -
Christchurch Boys’ High School
Christchurch, New Zealand12.2013
Skills
- Excellent Communications & Social Skills with Client Engagement
- Proven Relationship Building
- Experienced in Handling Complaints and Conflict Management, furthering Resilience
- Workflow Optimization through Data Analysis
- Excelling in both Team and Individual environments
- Time Management skills
- Adaptability in multiple fields of business
- Mentoring & Leadership attributes
- Complex Problem Solving
Hobbies
Skiing, and love heading to the mountains and slopes, passionate about Football, regularly watch Formula 1 racing, love to Travel and experience new places
Timeline
Customer Service Executive
Uptick
04.2022 - Current
Case Manager Specialist
Conduct Review Authority, ICRA
12.2021 - 03.2022
Customer Support Executive
Moneybox Ltd
03.2020 - 10.2021
Communications Officer
New Zealand Police
03.2019 - 11.2019
Salesperson
Mitre 10 Ltd
01.2014 - 11.2014
Bachelor of Arts - Psychology & Criminology
Victoria University of Wellington
NCEA -
Christchurch Boys’ High School
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