Summary
Overview
Work History
Skills
References
Timeline
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Nicola Kemp

Nicola Kemp

Tauranga,BOP

Summary

Dedicated professional with strong customer service and conflict resolution skills. Experienced in managing operations, overseeing inventory control, and ensuring customer satisfaction. Committed to fostering positive relationships and enhancing business reputation.

I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

27
27
years of professional experience

Work History

Van Driver

Luxury Shuttles
Mount Maunganui, Tauranga
10.2023 - Current
  • Operated luxury vans to transport clients safely and efficiently.
  • Maintained vehicle cleanliness and ensured regular maintenance checks.
  • Assisted passengers with loading and unloading luggage as needed.
  • Followed designated routes while adapting to traffic conditions promptly.
  • Provided excellent customer service, addressing passenger inquiries and needs.
  • Adhered to safety protocols, ensuring compliance during all driving activities.
  • Ensured all necessary documents were completed accurately prior to departure.
  • Adhered to all safety regulations when transporting passengers or freight.
  • Cleaned interior cab area after every job to ensure a tidy working environment.
  • Reported any traffic violations or mechanical problems immediately to management.
  • Adhered to traffic laws and regulations while driving.
  • Determined optimal routes based on GPS application information and knowledge of local routes.

Owner/Operator

Bella Bridesmaids
Papamoa, Tauranga
01.2021 - Current
  • Coordinated appointments for fittings with brides and wedding parties.
  • Oversaw inventory management for bridal attire to ensure optimal stock levels.
  • Developed marketing strategies that promoted new bridal collections effectively.
  • Maintained relationships with vendors to guarantee timely dress deliveries.
  • Managed daily operations encompassing staff, sales, inventory, and accounting functions.
  • Resolved customer complaints swiftly to uphold positive business reputation.
  • Established long-term customer relationships through exceptional service and engagement.
  • Analyzed market trends to set competitive pricing structures aligned with profitability goals.

Owner/Operator

Aramex Couriers
Mount Maunganui, Tauranga
01.2017 - 10.2020
  • Trained staff on customer service techniques and product knowledge.
  • Managed daily operations of the business, including staff, sales, inventory, and accounting.
  • Resolved customer complaints promptly and professionally in order to maintain a positive reputation for the business.
  • Established long-term relationships with customers by promoting great service and engagement skills and quickly resolving issues.
  • Negotiated contracts with clients for products or services rendered by the company.
  • Oversaw hiring process for new employees, from recruiting to onboarding training.
  • Conducted regular performance reviews of staff members to ensure efficiency and productivity goals were met.
  • Resolved conflicts between employees in a professional manner.
  • Established relationships with customers through use of interpersonal, active listening and inquiry response skills.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Managed all administration tasks, including accounts receivable and customer services.
  • I covered reception duties when staff were absent.

Customer Services Manager

Fisher and Paykel Healthcare
East Tamaki, Auckland
06.1998 - 12.2016
  • Managed customer inquiries through phone, email, and live chat channels.
  • Prepared export documents for international shipments throughout the world.
  • Liaised with international offices to ensure the supply chain was seamless.
  • Trained and supported team members on customer service best practices.
  • Ensured compliance with company policies and service standards in all interactions.
  • Assisted in onboarding new employees to enhance team efficiency and knowledge.
  • Maintained up-to-date product knowledge to provide accurate information to customers.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Monitored staff performance to ensure adherence to customer service standards.
  • Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
  • Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
  • Created reports on customer feedback, complaints, and suggestions for management review.
  • Conducted regular training sessions for staff on new products, services, and customer service techniques.
  • Developed policies and procedures related to customer service operations.

Skills

  • Customer service
  • Document management
  • Inventory control
  • Conflict resolution
  • Effective communication
  • Safety compliance
  • Time management
  • Vehicle operation

References

References available upon request.

Timeline

Van Driver

Luxury Shuttles
10.2023 - Current

Owner/Operator

Bella Bridesmaids
01.2021 - Current

Owner/Operator

Aramex Couriers
01.2017 - 10.2020

Customer Services Manager

Fisher and Paykel Healthcare
06.1998 - 12.2016

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Nicola Kemp