Helen MacDonald
Palmerston North,New Zealand
Summary
I am a dedicated Customer Service professional and a driven and resourceful Administrative professional, with well-organised precision and successfully manage high-volume workloads, in rapidly changing environments.
Skilled with working under pressure and adapting to new situations and challenges to best enhance the organisational brand. Committed to maintaining professional relationships and passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support.
Throughout my working career I pride myself as being a trustworthy, reliable, hardworking, self-motivated and professional person, who enjoys working with people both individually and in a team environment. I will be an asset to any employer as I welcome new challenges, look for win-win outcomes, seek expanding opportunities and a fast and keen learner. My career objective is to aim high, to set goals, achieve these goals successfully and exceed them where possible.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Horizons Regional Council
08.2023 - Current
- Provide friendly, efficient reception service to visitors and Horizons Regional Council staff
- Oversee security by monitoring visitors, issuing passes and approving visitor access to all staff areas
- Maintain tidy and presentable reception area
- Perform start and end of the day reception house keeping procedures
- Resolve, process and monitor a high-level of enquiries via phone, direct contact, email and website
- Screen and re-direct all enquiries that cannot be resolved by the Customer Services Team
- Actively champion and further develop an organization-wide customer service focused culture
- Ensure the reputation of Horizons is elevated through exceptional customer service
- Proactively work towards maintaining a strong customer services team
- Work together with organisational leaders to enable the customer services team to answer, process and track a high level of enquiries (made in person, by phone, email, the website or call centre)
- Support and foster good channels of internal communication
- Liaise with the Call Centre to maintain and update information and to keep communications flowing as required
- Update relevant internal and external Council public listings as required
- Liaise accordingly with staff, call centre and other relevant contacts
- Disseminate, sell and store public information material
- Proactively monitor and manage public information material throughout all Horizons offices and other external distribution points
- Sourcing and setting up useful and interesting information to run on the screen in reception
- Use and maintenance of electronic knowledge and tracking databases
- Undertake individual “champion” (ownership) role for various departmental procedures and software programmes
- Assist with administration tasks, where possible for the wider organization
- Develop, update and maintain processes for effective service
- Assist with Rates payments process as required
Administration Officer
Moneywise Manawatu
09.2022 - 08.2023
- Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems.
- Reduced operational costs through careful monitoring of expenses and identifying areas for improvement.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Complete day to day administration duties and operations
- Manage reception
- Handle all enquiries
- Arrange bookings for all staff including their calendars and appointments
Owner Operator
Photographer
08.2015 - 08.2023
- Increased customer satisfaction by providing high-quality services and timely communication.
- Managed daily operations for optimal efficiency, streamlining processes to reduce costs.
- Developed and implemented successful marketing strategies, resulting in increased brand awareness and customer base.
- Established strong relationships with suppliers, ensuring consistent delivery of goods and services at competitive prices.
Customer Service Representative
MBIE
01.2020 - 02.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Handle daily customer enquires
- Offer productive solutions within the New Zealand Immigration process
- Carry out day-day-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote a safe working environment
- Maintained energy and enthusiasm in a fast-paced environment
- Proved successful working within tight deadlines and fast-paced atmosphere
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Developed and maintained courteous and effective working relationships
- Data entry
Sales Representative
Kalgoorlie Metro
02.2012 - 10.2013
- Increased sales revenue by identifying and targeting high-potential accounts.
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Offer guidance to homebuyers and sellers through the short sales process
- Generate compatible lists of properties to buyers’ needs and financial resources
- Follow up on prospects throughout the sales process
- Assist clients with the current real estate market and answer enquiries received
Newspaper Photographer
WA Australia (Kalgoorlie Miner)
07.2011 - 09.2012
- Captured stunning images by utilizing various lighting techniques and creative compositions.
- Enhanced client satisfaction through exceptional editing skills, resulting in repeat business and referrals.
- Showcased diverse photography styles for clients to choose from, increasing portfolio versatility.
- Managed multiple projects simultaneously by prioritizing deadlines and maintaining excellent organisation.
- Photographed special events, including:
- birth announcements.
- social and newsworthy events.
- Managed multiple projects simultaneously by prioritising deadlines and maintaining excellent organisation.
- Collaborated with clients to understand their vision, ensuring the final product met or exceeded expectations.
- Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
- Developed strong relationships with clients through clear communication and professionalism.
- Expanded clientele base by consistently delivering top-notch imagery that showcased individuality and uniqueness of subjects.
- Contributed to marketing materials with compelling visual content to increase brand awareness.
- Conducted pre-shoot consultations to discuss clients'' needs and preferences for optimal results.
- Conducted all photo shoots in a calm and professional manner.
- Collaborated with clients.
- Define image requirements.
- Plan photographic appointments to co-ordinate with all parties involved.
- Carefully maintained cameras, photographic equipment and storage.
Receptionist
Goldfields Oasis
01.2011 - 02.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
- Answered central telephone system and directed calls accordingly.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximise efficiency and team productivity.
- Routed incoming mail and messages to relevant personnel without delay.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Compiled information from files and research to satisfy information requests.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
Administrator and Photographer
Base Ohakea (Royal New Zealand Air Force)
01.2007 - 06.2010
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Computerized office activities, maintained customer communications, and tracked records through delivery.
- Managed all administration operations, including filing, payroll and assisting with personnel on specific requirements upon request.
- Collaborated with personnel of all ranks such as directing National and International Government Officials.
- Perform photographic tasks as required. This included personnel, aircraft and product type photography and official parades across the country.
- Maintained cameras and photographic equipment and storage.
Skills
- Service Recommendations
- Inbound Call Management
- Customer Support
- Data Entry
- Effective Communication
- Problem Solving
- Computer Literacy
- Written Communication
- Telephone Etiquette
- Active Listening
- Adaptability
- Time Management
- Positive Attitude
- Product Knowledge
- Interpersonal Skills
- Attention to Detail
- Multitasking
- Decision Making
- Process Improvement
- Appointment Scheduling
- Data Collection
- Paperwork Processing
- Coordination
- Computer Proficiency
- Customer Relations
- Customer Service
- Team Development
- Problem Resolution
- Prioritisation
Certification
- First Aid Certificate Level 1 - St John (April 2023-April 2023)
- Xero Certificate - (Issued April 2023)
Referees
Sonya Mudgway – Team Leader Customer Service
Horizons Regional Council
15 Victoria Avenue
Palmerston North Central 4410
Phone: +64 21 227 7333
Email: Sonya.Mudgway@horizons.govt.nz
REFEREES #2
Horizons Regional Council
15 Victoria Avenue
Palmerston North Central 4410
Phone: +64 21 227 7333
Email: Sonya.Mudgway@horizons.govt.nz
REFEREES #3
Horizons Regional Council
15 Victoria Avenue
Palmerston North Central 4410
Phone: +64 21 227 7333
Email: Sonya.Mudgway@horizons.govt.nz
Timeline
Customer Service Officer
Horizons Regional Council
08.2023 - Current
Administration Officer
Moneywise Manawatu
09.2022 - 08.2023
Customer Service Representative
MBIE
01.2020 - 02.2021
Owner Operator
Photographer
08.2015 - 08.2023
Sales Representative
Kalgoorlie Metro
02.2012 - 10.2013
Newspaper Photographer
WA Australia (Kalgoorlie Miner)
07.2011 - 09.2012
Receptionist
Goldfields Oasis
01.2011 - 02.2012
Administrator and Photographer
Base Ohakea (Royal New Zealand Air Force)
01.2007 - 06.2010
- First Aid Certificate Level 1 - St John (April 2023-April 2023)
- Xero Certificate - (Issued April 2023)
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