Technology One
Nipuni Gernhoefer
Administrator / Customer Experience Specialist
Auckland,AUK
Summary
Reliable business professional with experience in administration, customer service and training. Proven track record of successfully streamlining business operations and improving customer satisfaction. Adept at analyzing data to identify trends and developing strategies to improve efficiency.
Overview
10
10
years of professional experience
6
6
years of post-secondary education
2
2
Language
Work History
Accounts Administrator and CX Specialist
AA Home Ltd
9 2023 - 1 2024
- Documented customer interactions in internal database to maintain customer service history details using Excel, AA Core and Easylink.
- Weekly managed approximately 80 invoices and payment processing operations for accounts payable and receivable using Finance One and Excel.
- Communicated with customers over phone and email to resolve overdue payments, complaints and organise refunds.
- Monitored outstanding invoices and performed collections duties.
- Managed, on average, 6 customer complaints cases a week, while updating and responding to ongoing customer complaints.
- Approved and processed customer refunds up to $1000.
- Provided feedback to corporate management concerning findings and recommendations resulting from customer complaints.
- Communicated complaint trends to internal stakeholders to ensure that customer journey improves.
Customer Experience & Training Lead
AA Home Ltd
2 2020 - 09.2023
- Held fortnightly meetings with 5 Contact Center Team Managers tto convey data pertaining to CSR errors and training requirements.
- Provided in-house training to new employees on AA Home products, job management system and CRM.
- Analyzed training, student outcomes and course delivery metrics to produce reports for senior management.
- Hosted online training induction videos that were delivered to new and existing employees.
- Developed and improved AA Home training course to increase staff performance and overall training effectiveness.
- Wrote the AA Home training manual.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolutions.
- Managed, mentored and developed internal team in delivering best-in-class escalated complaint resolutions.
- Maintained a customer feedback database using Excel, NPS surveys and internal forms for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
- Reported monthly on employee training requirements and customer complaint trends and refunds data.
Trade Administrator
AA Home Limited
06.2019 - 01.2020
- Managed incoming calls from customers and trade companies, took down messages, and transmitted information and documents to internal stakeholders.
- Onboarded new trade companies into internal database.
- Updated existing trade company details in internal database.
- Created Excel directory for trade companies to be contacted by the internal and Contact Center teams.
- Created the AA Home training manual for all AA Home products and systems.
- Processed 50 accounts payable invoices weekly.
- Responded to customer complaints and processed refunds.
- Produced quality reports for senior management.
- Supported Contact Center Supervisors in troubleshooting the Easylink job management system and delivering product and systems knowledge to staff.
Customer Service Representative
New Zealand Automobile Association
11.2018 - 01.2019
- Answering customer and internal stakeholder's calls, emails requests and queries.
- Providing AA members and customers with information about AA products and services.
- Escalating and redirecting member enquiries to internal stakeholders.
- Using membership product knowledge to sell, up-sell and cross-sell to members and non- members.
- Managing members' accounts, personal details and payments in CRM.
- Investigating members' road service enquiries regarding history and terms of use.
Primary School Teacher
ANZUK Teaching Agency
06.2017 - 08.2018
- Supervising student activities.
- Maintaining awareness of students' social and emotional needs
- Implementing pre organised lessons for students
- Using educational resources to enhance students' understanding of curriculum content
- Collaborating with other educators to implement group activities.
- Reporting to the classroom educator on student behaviour, progress and daily interactions.
Primary School Teacher
Ormiston Primary School
10.2015 - 03.2017
- Planning curriculum based lessons in collaboration with other educators.
- Creating innovative methods of co-teaching through completing research based professional development.
- Using differentiated learning methods to enhance the productivity of students.
- Testing and assessing students on core subjects for the purpose of understanding their proficiency.
- Supporting students with learning, social and emotional issues.
- Writing termly student reports and learning stories.
- Leading parent-teacher interviews.
- Collaboratively creating engaging extra curricula activities.
Contact Center Trainer
New Zealand Automobile Association
06.2014 - 01.2015
- Meeting training requirements by communicating with Service Response, Membership and Business Service Centre managers and key stakeholders.
- Delivering training on AA membership services and product knowledge.
- Contributing to process improvement.
- Creating, organising and delivering training on service response procedures and systems navigation.
- Outlining key health and safety procedures to staff.
Customer Service Representative
New Zealand Automobile Association
03.2013 - 06.2014
- Answering customer and internal stakeholder's calls, emails requests and queries.
- Providing AA members and customers with information about AA products and services.
- Escalating and redirecting member enquiries to internal stakeholders.
- Using membership product knowledge to sell, up-sell and cross-sell to members and non- members.
- Managing members' accounts, personal details and payments in CRM.
- Investigating members' road service enquiries regarding history and terms of use.
Sales and Customer Service Representative
Pascoes
01.2010 - 06.2012
- Sharing product knowledge with customers.
- Up-selling and cross-selling.
- Maintaining a high standard of organisation of products in store
- Operating the payment system.
- Meeting individual and store sales targets.
- Maintaining the appearance of jewellery.
Education
National Certificate - Contact Center Operations
NZ Qualifications Authority (NZQA)
Auckland 01.2015 - 12.2015
Graduate Diploma - Teaching Primary
University of Auckland
Auckland 01.2012 - 12.2012
Bachelor of Music - History And Literature
University of Auckland
Auckland 01.2008 - 12.2011
Skills
Software
AS400 CRM System
Easylink Job Management System
Sharepoint
Timeline
Trade Administrator
AA Home Limited
06.2019 - 01.2020
Customer Service Representative
New Zealand Automobile Association
11.2018 - 01.2019
Primary School Teacher
ANZUK Teaching Agency
06.2017 - 08.2018
Primary School Teacher
Ormiston Primary School
10.2015 - 03.2017
National Certificate - Contact Center Operations
NZ Qualifications Authority (NZQA)
01.2015 - 12.2015
Contact Center Trainer
New Zealand Automobile Association
06.2014 - 01.2015
Customer Service Representative
New Zealand Automobile Association
03.2013 - 06.2014
Graduate Diploma - Teaching Primary
University of Auckland
01.2012 - 12.2012
Sales and Customer Service Representative
Pascoes
01.2010 - 06.2012
Bachelor of Music - History And Literature
University of Auckland
01.2008 - 12.2011
Accounts Administrator and CX Specialist
AA Home Ltd
9 2023 - 1 2024
Customer Experience & Training Lead
AA Home Ltd
2 2020 - 09.2023
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