Summary
Overview
Work History
Education
Skills
Referees
Accomplishments
Timeline
Generic

Noelle Beech-Lapwood

141B Dey Street,Hamilton East

Summary

I'm a natural leader experienced in driving great team success by coaching and motivating team members to increase operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, and reduce complaints.

Client Services Manager providing leadership to Accounts Advisors and serving as an escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.

Overview

11
11
years of professional experience

Work History

Team Leader Transactional Services

Ministry Of Justice
08.2021 - Current
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Maintained an overall safe work environment with employee training programs and enforcement of safety procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Devised and implemented processes and procedures to streamline operations.

Customer Service Manager

Ministry Of Social Development - Work And Income NZ
09.2019 - 08.2021
  • Took ownership of customer issues and followed problems through to resolution.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Customer Service Representative

Ministry Of Social Development - Work And Income NZ
01.2015 - 08.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.
  • Addressed customer account discrepancies and concerns.
  • Attended telephone skills and program information training sessions to boost aptitude.
  • Maintained and managed customer files and databases.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Generated customer service reports to track customer satisfaction.

Retail Assistant

Ziera Shoes
02.2012 - 01.2015
  • Maintained tidy and organized store environment to comply with cleanliness standards.
  • Greeted customers, helped locate merchandise, and suggested suitable options.
  • Stocked merchandise, clearly labelling items, and arranging according to size or colour.
  • Used POS system to process sales, returns, online orders, and gift card activations.
  • Balanced and organized cash register by handling cash, counting change, and storing coupons.
  • Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
  • Actively engaged customers to provide general assistance and information on store merchandise.
  • Checked pricing, scanned items, applied discounts, and printed receipts to ring up customers.
  • Assisted customers with prompt and polite support in-person and via telephone.
  • Worked closely with shift manager to solve problems and handle customer concerns.
  • Processed customer returns to manage smooth refunds and exchanges following store procedures.
  • Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
  • Engaged in friendly conversation with customer to better uncover individual needs.
  • Answered customer questions about products and services, helped locate merchandise, and promoted key items.

Education

Some College (No Degree) -

Otaki College
Otaki

Skills

  • Adaptable to change able to support team through change Recent system change completed
  • Team Leadership experience customer focused
  • Customer Service six years of contact centre experience
  • Complex Problem-Solving, ability to identify and implement continuous improvement processes
  • Staff Management, Train Employees, Coaching staff, Ability to adapt to different learning styles
  • Verbal and Written Communication
  • Process Payments
  • Quality Standards, Business Process
  • Control of Expenses, Order Supplies

Referees

  

Fei Huang MOJ Manager Financial Account & Control 0273217198

Paul Jermy MSD Contact Centre Manager MSD 029 920 3760

Debbie Gudopp MSD Service Manager MSD 029 222 0106

Anna Moss Manager Kumfs/Ziera 027 696 9337

Accomplishments

  • Partnermore Leadership Programme Dec 2022 - July 2023
  • Te Aratiatia Leadership Programme which started in Feb 2020 Graduate Nov 2020.


  • Te Aratiatia programme has a focus on supporting Maori and Pacifica people to become our future leaders. My takeaway from this course is to do the things that scare me. I learnt through presenting my project to a room full of people that I can do anything and those scary parts in life, can be so rewarding and are what make us grow. It's ok to let yourself be vulnerable.


  • PSA delegate Contact Centre Service 2016-2018


  • Nga Kaituhono Teina Contact Centre Services 2018-2020


  • Elected National Delegate for Contact Centre Services October 2020-August 2022
  • PSA is a Union organization that supports public servants. Since becoming a delegate I've learnt to maintain positive working relationships with PSA, our Membership, Managers and our Contact Centre Manager. This is a pivotal part of making sure everyone is working together for a common outcome. The PSA training has given me a better understanding of what we can help our membership with and how we can work collaboratively with our management team.
  • Fire Warden Ministry of Justice August 2021 until current


  • Level 4 National Certificate Public Service Sector 2019


  • Level 3 Contact Centre Certificate 2015

Timeline

Team Leader Transactional Services

Ministry Of Justice
08.2021 - Current

Customer Service Manager

Ministry Of Social Development - Work And Income NZ
09.2019 - 08.2021

Customer Service Representative

Ministry Of Social Development - Work And Income NZ
01.2015 - 08.2021

Retail Assistant

Ziera Shoes
02.2012 - 01.2015

Some College (No Degree) -

Otaki College

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Noelle Beech-Lapwood