Phoebe Bugtong
Lower Hutt ,Wellington
Summary
Personable administrative professional dedicated to cultivating positive client, staff and management connections. Highly-developed communicator with outstanding skills in complex problem-solving and conflict resolution.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Air New Zealand
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated situations efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Learned the Air New Zealand computer system codes to be able to perform my daily tasks - such as checking people in, or resolving any issues that would prevent them from doing so.
- Be physically fit to walk 5km a day, push wheelchairs and lift bags.
Flight Attendant
Qantas Jetconnect
03.2023 - 03.2024
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
- Maintained a safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with the cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
Guarantee Officer
Registered Master Builders
04.2022 - 04.2023
- Worked closely with the MBS team to help make the application process as efficient as possible.
- Provided first level customer service to members and homeowners.
- Handled incoming calls and directed callers to appropriate department or employee.
- Entered, processed and took payments for guarantee transfer applications.
- Entered and processed NPC forms.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Proofread and edited documents to correct errors.
- Exceeded quality goals to support team productivity.
- Resolved customer complaints or answered customers' questions.
Front of House Administrator/Receptionist
Goodtime Music Academy
09.2021 - 04.2022
- Answered central telephone system and directed calls
accordingly. - Greeted customers, answered general questions and directed to appropriate locations.
- Provided teachers with behavioral management and
teaching content. - Ensured that the teachers have all the resources they
need by creating content, setting up and maintaining
equipment. - Confirmed appointments, communicated with clients
and updated client records. - Managed multiple tasks and met time-sensitive
deadlines. - Obtained and processed payments from clients for products and services.
- Organized files and spreadsheets to simplify staff access or retrieval.
Team Assistant
Electorate Commissions
10.2020 - 11.2020
- Mentored and guided employees to foster proper
completion of assigned duties. - Offered team members expert clerical support to keep everyone on-track with operational and project requirements.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Organized the team and the workspace so that the
system and the team are working as efficiently as can
be.
Counter Coordinator
JB HI-FI
11.2019 - 04.2020
- Had full knowledge of how each department works and the different roles they play in the store.
- Handled customer and staff complaints and resolved
them. - Had a complete understanding of health and safety in
the workplace. - Assisted with training of new employees, offering constructive feedback on completion of job tasks.
- Investigated and solved variances and any other issues
in the tills daily. - Had a full understanding of Q Card Finance and Oxipay
contracts, applications and topics. - Worked with customers to help set up their accounts
and contracts, and/or resolve any issues they have with
Q-Card or Oxipay. - Facilitated good communication and teamwork
between different departments, and diffused any conflict as effectively as possible.
Media and Games Advisor
JB HI
06.2017 - 04.2020
- Actively sold products and made recommendations to customers at point of sale where reasonably possible
- Cleaned and maintained my departments and work on creative ways to call out certain deals and products
- Efficiently and accurately handled customer returns/repairs, and have knowledge of Solv up paperwork and procedures
- Greeted customers with a pleasant smile and salutations
- Effectively handled customer complaints and queries
- Personally directed customers to the area/person of their choice
- Politely answered telephone calls and connect person/section quickly and attentively
- Demonstrated a comprehensive understanding of the features benefits of products and their corresponding accessories.
Private and Music Bus Tutor
Goodtime Music Academy
05.2015 - 06.2018
- Provided high quality music tuition of the instruments drums, ukulele, keyboard and guitar to all students I've been assigned
- Ensured Goodtime is well represented in all interactions with team members, schools, customers and the public
- Showed quality, customer-focused interaction with schools, students, parents and other team members
- Developed encouraging mentoring, excellent administration that support and foster a great team culture for all those that I interact with.
- Created focused lesson plans to accelerate learning and growth.
- Addressed specific student needs through parent and teacher coordination.
Education
Writing Essentials Course -
Victoria University of Wellington
Wellington, NZ11.2022
Contact Centre Course -
Capital Training
Wellington04.2022
High School Diploma -
St. Oran's College
Wellington, NZ11.2016
Skills
- Strong Work Ethic
- Teaching, Tutoring and Counseling
- Accurate and Efficient Data Entry
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Relationship Building
Timeline
Customer Service Representative
Air New Zealand
04.2024 - Current
Flight Attendant
Qantas Jetconnect
03.2023 - 03.2024
Guarantee Officer
Registered Master Builders
04.2022 - 04.2023
Front of House Administrator/Receptionist
Goodtime Music Academy
09.2021 - 04.2022
Team Assistant
Electorate Commissions
10.2020 - 11.2020
Counter Coordinator
JB HI-FI
11.2019 - 04.2020
Media and Games Advisor
JB HI
06.2017 - 04.2020
Private and Music Bus Tutor
Goodtime Music Academy
05.2015 - 06.2018
Writing Essentials Course -
Victoria University of Wellington
Contact Centre Course -
Capital Training
High School Diploma -
St. Oran's College
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