Nathan Janmaat
Hamilton,Waikato
Summary
Experienced professional with a strong background in customer interactions and service solutions. Adept at conflict resolution, communication, and problem-solving, ensuring utmost customer satisfaction and loyalty. Collaborative team player who easily adapts to changing needs and consistently maintains focus on achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting both customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Business Care 2IC
Tuatahi First Fibre
07.2023 - Current
- Provided customer service to our valued business consumers by assisting with enquiries and being proactive with provisioning orders.
- Resolved escalations raised by our consumers, Retails Service Providers and Field Partners, in a timely and satisfactory manner
- Delegated tasks to team members to ensure tasks and SLAs are met.
- Collaborated with Retail Service Providers about upcoming projects to ensure projects are completed on time based on the requirements given to us by the RSPs.
- Facilitated team meetings to discuss performance metrics and identify areas of improvement for better customer experiences.
- Boosted team productivity by providing ongoing training and support to fellow representatives.
- Improved efficiency within the team by identifying opportunities for process optimization and implementing necessary changes promptly.
Business Care Representative
Tuatahi First Fibre
02.2020 - 07.2023
- Worked with business RSPs to build and maintain an effective relationship for our business consumers
- Enhanced customer satisfaction by efficiently addressing and resolving concerns in a timely manner.
- Implemented tasks and processes to help improve the Business Care space
- Provided customer service to our valued business consumers by assisting with enquiries and being proactive with provisioning orders
- Contributed to my team’s NPS score by completing Retail Service Provider surveys
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
Customer Care Representative
Tuatahi First Fibre
07.2019 - 02.2020
- Contacted consumers to book appointments
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Navigated multiple computer systems and applications to find information.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
Customer Service Representative
Spark NZ
11.2016 - 07.2019
- Responded to customer requests for products, services, and company information.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Maintained company's social media presence by posting messages, answering posts, and monitoring responses.
Crew Member
McDonald's
06.2013 - 11.2016
- Worked front counter taking orders for customers.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Trained new team members on procedures, customer service, and sales techniques.
Education
Level 4 Certificate in Animal Care - Veterinary Nursing
Waikato Institute of Technology
Hamilton, NZ01-2011
NCEA Level 2
Saint Johns College
Hamilton, NZ01.2010
Skills
- Effective writing and communication skills
- Interpersonal and people skills
- Team collaboration
- Call center experience
- Team building
- Problem solving skills
- Time management
- Punctuality
- Adaptability
- Flexibility
References
Sami Sauni, Business Care Manager, Tuatahi First Fibre, 027 585 1566, Sami.sauni@tuatahifibre.co.nz
Timeline
Business Care 2IC
Tuatahi First Fibre
07.2023 - Current
Business Care Representative
Tuatahi First Fibre
02.2020 - 07.2023
Customer Care Representative
Tuatahi First Fibre
07.2019 - 02.2020
Customer Service Representative
Spark NZ
11.2016 - 07.2019
Crew Member
McDonald's
06.2013 - 11.2016
Level 4 Certificate in Animal Care - Veterinary Nursing
Waikato Institute of Technology
NCEA Level 2
Saint Johns College
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