Pooja SHRESTHA
AUCKLAND,NEWZEALAND
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
New Zealand Automobile Association
06.2023 - Current
- 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.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Sales Representative
Spark New Zealand
11.2022 - 06.2023
- Developed key customer relationships to increase sales.
- Answered product questions with up-to-date knowledge of sales and promotions.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Presented products and services to prospective and existing customers to meet client needs.
- Developed customized sales techniques to successfully sell and upsell services to new and existing clients.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Monitored customer order process and addressed customer issues.
- Improved overall customer purchasing experiences to promote steady revenue.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
- Leveraged CRM system to manage sales activities and track sales performance.
- Used CRM database to track referral and appointment data.
- Operated register, handled cash and processed credit card transactions.
Assistant Restaurant Manager
McDonald's
02.2022 - 08.2023
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Conducted regular inspections to ensure cleanliness in all bar and Front of House (FOH) areas.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Minimised loss and misuse of equipment through proper supervision and staff training.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Performed restaurant walk-through to gauge timeliness and excellent service quality.
- Maintained high levels of cleanliness, organisation, storage and sanitation of food and beverage products to ensure quality.
Restaurant Manager
Big Tikka Takapuna
11.2019 - 02.2022
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Estimated supply requirements based on historical needs and projected business levels.
- Optimised profits by controlling food, beverage and labour costs daily.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Regularly updated computer systems with new pricing and daily food specials.
- Performed restaurant walk-through to gauge timeliness and excellent service quality.
- Maintained high standards of food quality by reviewing shipments, overseeing preparation and monitoring food safety.
Retail Assistant
GOOD TO GO
01.2020 - 04.2021
- Provided helpful, attentive sales support to generate positive customer feedback.
- Promptly and proactively replenished stock to improve product accessibility.
- Liaised with customers to determine needs and provide recommendations.
- Completed sales efficiently using Point Of Sale (POS) system.
- Managed transactions with high accuracy to achieve smooth till reconciliations.
- Promoted special offers and loyalty programme with upselling skills.
- Processed cash and card payments during busy shopping periods to minimise customer waiting times.
- Addressed and resolved complex customer complaints in calm, efficient and friendly manner.
- Kept sufficient inventory supply and stock on shelves and in storerooms.
- Showcased product features and benefits to drive sales.
Assistant Restaurant Manager
McDonald's
09.2016 - 05.2019
- Handled escalated customer complaints to provide full resolutions and promote loyalty.
- Built sales forecasts and schedules to reflect desired productivity targets.
- Guaranteed compliance with food safety procedures and quality control guidelines.
- Conducted regular inspections to ensure cleanliness in all bar and Front of House (FOH) areas.
- Kept facility and equipment in good working condition through regular preventive maintenance and repair schedules.
- Conducted daily pre-shift and weekly departmental meetings to maximise organisational efficiency.
- Minimised loss and misuse of equipment through proper supervision and staff training.
- Championed 100% guest satisfaction by providing excellent dining experience.
- Developed and implemented strategies to enhance team performance, improve processes and increase efficiency.
- Trained workers in every position, including food preparation, money handling and cleaning roles.
- Performed restaurant walk-through to gauge timeliness and excellent service quality.
Administrative Assistant
United Education Saving and Co-operative Limited
10.2014 - 08.2015
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Answered phones and performed clerical office functions.
- Handled client correspondence and internal communications in professional manner.
- Directed incoming mail, interoffice messages and packages to office recipients.
- Updated client correspondence files and noted additions in file index.
- Performed administrative tasks, document management and report development for inter-departmental use.
Administrative Assistant
NEPAL BANGLADESH BANK
05.2013 - 08.2013
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Answered phones and performed clerical office functions.
- Directed incoming mail, interoffice messages and packages to office recipients.
- Handled client correspondence and internal communications in professional manner.
- Greeted visitors and appropriately directed to designated areas.
- Uploaded files and entered data into records management system.
Education
Bachelor of Business Administration - Buisness Innovation
Graduate Diploma in Business Innovation Level 7
2016
Skills
- Customer needs analysis
- Telephone enquiries specialist
- Active listening
- Team leadership
- Energetic work ethic
- Solution development
- Professional telephone demeanour
- Live chat support
- Call centre experience
- Customer data management
- Multi-tasking
- Large cash/cheque deposits expert
Accomplishments
Award of Excellence award for the month of September 2023.
Award of Excellence award for the month of December 2023
Timeline
Customer Service Representative
New Zealand Automobile Association
06.2023 - Current
Sales Representative
Spark New Zealand
11.2022 - 06.2023
Assistant Restaurant Manager
McDonald's
02.2022 - 08.2023
Retail Assistant
GOOD TO GO
01.2020 - 04.2021
Restaurant Manager
Big Tikka Takapuna
11.2019 - 02.2022
Assistant Restaurant Manager
McDonald's
09.2016 - 05.2019
Administrative Assistant
United Education Saving and Co-operative Limited
10.2014 - 08.2015
Administrative Assistant
NEPAL BANGLADESH BANK
05.2013 - 08.2013
Bachelor of Business Administration - Buisness Innovation
Graduate Diploma in Business Innovation Level 7
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