Summary
Overview
Work History
Education
Skills
Timeline
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Natasha Makaea

Natasha Makaea

Henderson ,AUK

Summary

Customer Onboarding Manager at Worldline, with over 20 years of customer service experience and 10+ years in leadership. Proven track record in performance management, process improvement, and resolving escalated complaints.

Expert in fostering team collaboration, enhancing customer satisfaction through effective communication and coaching, and ensuring compliance with regulatory standards. Strong stakeholder relationships. Eager to leverage my extensive knowledge and expertise in a new role within Worldline.

Overview

20
20
years of professional experience

Work History

Customer On-boarding Manager

Worldline
Auckland , AUK
09.2012 - Current
  • Ensure the operational effectiveness of the customer onboarding team by fostering a collaborative environment, encouraging teamwork, and open communication.
  • Provided coaching and guidance to employees on an ongoing basis to improve their skills in customer service and attention to detail.
  • Collaborated with other teams to streamline processes and improve service delivery. This included user and customer experience.
  • Worked closely with key stakeholders, banks, partners, and card issuers to maintain long-term business relationships.
  • Ensured compliance with company policies and regulatory requirements with the onboarding team, such as AML and CDD.
  • Identified and addressed training gaps to enhance team competency, efficiency, and accuracy.
  • Managed escalated customer complaints, ensuring timely and effective resolution.
  • Developed incentive programs to motivate staff and increase team performance.
  • Conducted performance reviews on administrative staff members to ensure they are meeting expectations. This includes one-on-ones, coaching sessions, and development plans.
  • Provided support to project managers in the development of company projects and team initiatives.
  • Assisted in the recruitment process by reviewing resumes and conducting interviews.

Senior Customer Service Representative

Paymark
Auckland , AUK
05.2010 - 09.2012
  • Managed incoming calls from customers while providing exceptional service.
  • Maintained accurate records of all customer interactions in our CRM system (HEAT).
  • Resolved escalated customer complaints in a timely manner.
  • Conducted customer service training for new hires.
  • Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Prepared and analyzed monthly billing reports for the banks, ensuring accuracy and timely delivery.

Customer Service Representative

Hewlett Packard (HP)
Northcote , Northshore
03.2005 - 05.2010
  • Performed administrative duties such as filing paperwork, maintaining records, updating databases.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
  • Provided excellent customer service to resolve customer complaints in a timely manner.

Education

High School Diploma -

Avondale College
Auckland, NZ

Skills

  • Performance management
  • Team collaboration
  • Effective communication
  • Coaching and mentoring
  • Adaptability
  • Decision-making
  • Reliability
  • Organisational skills
  • Process improvement
  • Regulatory compliance
  • Stakeholder engagement

Timeline

Customer On-boarding Manager

Worldline
09.2012 - Current

Senior Customer Service Representative

Paymark
05.2010 - 09.2012

Customer Service Representative

Hewlett Packard (HP)
03.2005 - 05.2010

High School Diploma -

Avondale College

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Natasha Makaea