Summary
Overview
Work History
Education
Timeline
Generic

Portia Nee Harland

Hawkes Bay ,NZ

Summary

Highly-motivated, forward thinking self starter who focuses on solutions. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. My expertise in customer relationship management and leadership, coupled with a proven track record in regulatory compliance and performance improvement, positions me as a valuable asset to any forward-thinking organization.

Overview

9
9
years of professional experience

Work History

Client Operations Specialist (Team Leader + QC)

Fisher Funds (formely Kiwi Wealth)
, Hawkes Bay, New Zealand
04.2020 - Current
  • End-to-end case management of early withdrawals from KiwiSaver in line with relevant legislation (KiwiSaver Act 2006, AML/CFT Act, Privacy Act).
  • Utilized the CRM (Salesforce) system daily to track and record client interactions, manage accurate client records, communicate with clients, and manage documentation effectively.
  • Managed a team inbox to efficiently allocate tasks and prioritize workloads for colleagues on a daily basis, ensuring timely responses, SLA compliance, and effective collaboration.
  • Identified operational issues, pain points, and worked with internal departments such as managers, AML, and product to resolve concerns and improve processes to enhance client experience and operational efficiency.
  • Led and continuously developed a team on an after-hours default outbound calling project.
  • Provided constructive feedback and mentorship to team members, fostering a culture of collaboration and enhancing overall team performance.
  • Collaborated with external stakeholders, including solicitors, Inland Revenue, Public Trust, Budget Advisers, Kiwibank, and the Official Assignee, to ensure accurate processing of withdrawals and compliance with regulations.
  • Coordinated efforts across internal departments: Management, Product, Risk and Compliance, Legal, Payments, AML, and IT, to streamline operations and improve service delivery.
  • Successfully interviewed and selected high-potential candidates from recommendations provided by the recruitment team, contributing to building a skilled workforce.
  • Managed client correspondence through various channels, including phone, web chat, and email. Ensuring timely responses and high customer satisfaction.
  • Developed process improvement documentation for training initiatives, and provided peer support during the implementation of these changes to enhance operational efficiency.
  • Analyzed information from multiple sources to evaluate client applications and eligibility, providing well-informed recommendations that led to successful outcomes.
  • Leveraged internal banking systems from the partner company (Kiwibank) to efficiently retrieve and manage client information, enhancing service delivery.
  • Addressed member inquiries regarding a range of Fisher Funds products, including KiwiSaver and Managed Funds, through multiple channels, while ensuring compliance with industry standards. Responsibilities included updating client details, providing performance reports, and managing client complaints.
  • Achieved and self-managed KPI targets consistently, demonstrating a strong commitment to personal and team goals.

Business Account Manager and Client Liason

Spark Business Hub
Napier, Hawkes Bay
01.2018 - 04.2020
  • Daily use of CRM, Salesforce, Biztrack, and Xero.
  • Actively advise over 1,500 small businesses on new offerings tailored to their specific needs across multiple communication channels, including phone, email, and in-person meetings.
  • Develop and present compelling proposals to secure new clients and retain existing accounts, enhancing overall business growth.
  • Serve as the primary point of contact for customer inquiries, product changes, and service issues, ensuring a timely resolution, and high levels of customer satisfaction.
  • Perform general front-of-house and administrative duties to support smooth operational functions.
  • Track and report Key Performance Indicators (KPIs) for account managers, contributing to performance assessments and operational improvements.
  • Provide expert guidance on emerging technologies, demonstrating products on-site to clients as needed, enhancing understanding and adoption.
  • Collaborate with suppliers to ensure optimal stock levels, and coordinate with marketing to maintain updated demonstration equipment.
  • Conduct monthly stocktakes and manage daily stock orders, including receipting and inventory management.

Dispatch Administrator + Social Media + Labourer

Junk Removers, Drain Unblockers
Auckland
12.2016 - 01.2018
  • Leveraged social media platforms for effective promotion of company services, implementing paid campaigns to increase visibility and drive customer engagement.
  • Efficiently dispatched jobs for six technicians, optimizing geographic routes to improve service delivery across the Auckland region.
  • Managed customer interactions across various channels, including phone, live chat, and email, addressing queries, bookings, and complaints with professionalism and care.
  • Utilized Excel and Google Sheets for job dispatch logistics, tracking technician assignments, and ensuring seamless operations for timely service execution.
  • Developed a professional uniform for two companies to enhance brand image and promote a cohesive appearance to customers.
  • Ensured the safe handling and depositing of cash, meticulously completing receipt forms for customer transactions, and efficiently utilizing portable EFTPOS machines.
  • Provided accurate and timely price quotes to customers, skillfully explaining pricing rationale to ensure business profitability while remaining competitive in the market.

Education

Articulated Haul Truck RIIMPO337E

Affordable Training
Queensland
04-2025

New Zealand Certificate - Financial Advice Level 5

Open Polytechnic
2022

Spark Business
01-2019

Personal Development

Dale Carnegie
2019

Diploma - Youth Work Level 6

Workforce Development
Hawkes Bay
2016

Timeline

Client Operations Specialist (Team Leader + QC)

Fisher Funds (formely Kiwi Wealth)
04.2020 - Current

Business Account Manager and Client Liason

Spark Business Hub
01.2018 - 04.2020

Dispatch Administrator + Social Media + Labourer

Junk Removers, Drain Unblockers
12.2016 - 01.2018

New Zealand Certificate - Financial Advice Level 5

Open Polytechnic

Personal Development

Dale Carnegie

Diploma - Youth Work Level 6

Workforce Development

Articulated Haul Truck RIIMPO337E

Affordable Training

Spark Business

Similar Profiles

CREATE PROFILE
Portia Nee Harland