Summary
Overview
Work History
Skills
Timeline
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Rachel Saolele

Christchurch,Phillipstown

Summary

Accomplished Senior OIA Advisor at EQC Toka Tū Ake, adept in relationship building and critical thinking. Excelled in mentoring, ensuring compliance, and enhancing decision-making processes. Achieved significant improvements in response management and showcasing a strong ability to solve complex problems and foster team development.

Overview

14
14
years of professional experience

Work History

Senior OIA Advisor

EQC Toka Tū Ake
08.2022 - Current
  • Provide analysis and advice on requests, and consider risk management issues
  • Assist in the preparation and management of appropriate and legally sound responses
  • Provide support and mentoring to all members of the team
  • Act as a point of escalation of requests for information
  • Share knowledge and expertise through coaching and advice to other team members as appropriate
  • Develop and manage effective relationships with staff at all levels, across all areas of EQC, including key contractors
  • Manage the timeliness, quality and consistency of such correspondence, as well as analysing trends and reporting on these
  • Comply with legislative and regulatory requirements, and report any breaches as soon as they become known

OIA Advisor

EQC Toka Tū Ake
02.2022 - 08.2022
  • Meet the expected KRA's and KPI's
  • Ensure workstreams are completed within service level agreements
  • Develop and maintain knowledge of policy, legislation and the environment relevant to EQC's work
  • Prepare responses to OIA requests and Customer service workstreams
  • Complete any work required for the customer in the form of activates, administrative tasks, action requests and correspondence requests via email, letter
  • Adhere to standard operating procedures and guidelines for the effective output of information requests and customer related workstreams

Customer Service Consultant

EQC Toka Tū Ake
02.2021 - 02.2022
  • Gained in-depth understanding of company systems and policies to give customers expert support.
  • Handled high call volumes while maintaining a courteous and professional demeanor.
  • Adapted communication style according to individual customer needs while remaining empathetic toward their concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Complete any work required for the customer in the form of activities, administrative tasks, action requests and correspondence requests via email, letter.

Sales Support 2IC

The Warehouse Porirua
09.2018 - 02.2021
  • Assisting the Sales Support Manager in leading and coaching the team responsible for managing all customer-critical 'Front End' processes, including checkouts, loss prevention, and administration/cashier duties.
  • New Recruitments and leading all training of all new staff
  • All 'Front End' staff monthly reports
  • Management of all customer and store repairs
  • Undertaking and managing staff performance plans

Checkout Supervisor

The Warehouse Porirua
09.2010 - 09.2018
  • Enhanced customer satisfaction by efficiently managing checkout processes and addressing concerns promptly.
  • Resolved customer complaints professionally, turning negative experiences into positive ones whenever possible.
  • Maintained a clean, organized, and well-stocked checkout area, enhancing the shopping environment for customers.
  • Operator Monthly Reports
  • Lead all staff training


Skills

  • Relationship Building
  • Decision-Making
  • Compliance requirements
  • Training and mentoring
  • Critical Thinking
  • Problem-Solving

Timeline

Senior OIA Advisor

EQC Toka Tū Ake
08.2022 - Current

OIA Advisor

EQC Toka Tū Ake
02.2022 - 08.2022

Customer Service Consultant

EQC Toka Tū Ake
02.2021 - 02.2022

Sales Support 2IC

The Warehouse Porirua
09.2018 - 02.2021

Checkout Supervisor

The Warehouse Porirua
09.2010 - 09.2018

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Rachel Saolele