RM
Auckland,AUK
Summary
An experienced leader with a passion for positive results, and a proven track record of success in overseeing branch operations, team leadership and customer service management. Skilled in maximising productivity, fostering revenue expansion, and creating effective procedures. Adept at building trusting client relationships and ensuring exceptional customer experiences. Having a strong foundation in people management, I excel in motivating teams, ensuring high standards and specialize in building strong relationships internally and externally and am committed to making a meaningful difference to individuals. Seeking opportunities for professional development and a leadership role to mentor others and shape organisational direction.
Overview
9
9
years of professional experience
Work History
Client Service Manager
NZ Cleaning Supplies Ltd
11.2015 - Current
- Led teams of up to 15 employees, achieved a 18% increase in team engagement and satisfaction over 2 years
- Successfully handled 4 direct reports across departments, creating a high-performance culture with a focus on teamwork and accountability
- Establishing customer service standards, dealing with escalated customer concerns, and working to increase overall customer satisfaction also, ensure that the team provides outstanding service to consumers
- Maintain customer satisfaction through forward-thinking strategies to address customer needs and resolve concerns and establish and maintain strong working relationships with vendors and distributors
- Successfully oversee three sites (Auckland, Wellington, and Christchurch), ensuring smooth operations, meeting performance targets, and managing a team of employees, including training, setting performance targets, reviewing performance, and providing coaching
- Strengthened internal communications, reduced response times by 20% and improved productivity by 25%
- Train associates in performance-oriented tactics and customer service methods, manage operational activities, work with peers to implement improvement suggestions and policies, and build strong relationships with customers, responding to emails and correspondence promptly
- Conducted customer feedback surveys to improve service levels
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty
Receptionists
Auckland Regional Migrant Service
07.2015 - 10.2015
- Provided clerical support to company employees, including copying, faxing, and filing documents, and corresponded with clients through email, telephone, or postal mail
- Maintained a clean and neat reception area, creating a positive first impression for visitors
- Supported office operations by maintaining procedures, rules, and regulations, ensuring efficient office workflow
- Demonstrated strong organisational skills and attention to detail in all aspects of receptionist duties
- Efficiently scheduled and coordinated meetings, appointments, and travel arrangements, ensuring supervisors' and managers' schedules were optimised
- Managed various activities related to cleaning rooms and public areas, overseeing facilities such as housekeeping, transport, and materials to maintain high standards
- Cultivated and nurtured strong business relationships with key clients, resulting in maximum customer satisfaction
- Developed and maintained spreadsheets and databases to track, analyse and report on performance and sales data, supporting supervisors and management in project updates and reporting
- Coordinated travel arrangements seamlessly by booking airfare, hotel, and ground transportation, while also managing incoming calls, messages, and visitor greetings
- Ensured premises security by monitoring activities, screening visitors, and maintaining accurate logs and passes
- Managed employee work schedules and composed internal and external correspondence for senior management, maintaining accuracy and professionalism
Administrative Assistant
Emkem
06.2015
- Efficiently scheduled and coordinated meetings, appointments, and travel arrangements, ensuring supervisors' and managers' schedules were optimised
- Managed various activities related to cleaning rooms and public areas, overseeing facilities such as housekeeping, transport, and materials to maintain high standards
- Cultivated and nurtured strong business relationships with key clients, resulting in maximum customer satisfaction
- Developed and maintained spreadsheets and databases to track, analyse and report on performance and sales data, supporting supervisors and management in project updates and reporting
- Coordinated travel arrangements seamlessly by booking airfare, hotel, and ground transportation, while also managing incoming calls, messages, and visitor greetings
- Ensured premises security by monitoring activities, screening visitors, and maintaining accurate logs and passes
- Managed employee work schedules and composed internal and external correspondence for senior management, maintaining accuracy and professionalism
Education
Post Graduate Diploma Business And Administration - Business And Administration
Massey University
Auckland06.2015
Master of Arts - Public Administration
University of Madras
India03.2004
Bachelor of Arts - History
University of Madras
India03.2000
Skills
- Leadership and People Management
- Team Leadership
- Relationship Building
- Communication Skills
- Training and Development
- Strategic Decision Making
- Resilience and Initiative
- Conflict Resolution
- Stakeholder Collaboration
- Client Relationship Building
- Training and mentoring
Timeline
Client Service Manager
NZ Cleaning Supplies Ltd
11.2015 - Current
Receptionists
Auckland Regional Migrant Service
07.2015 - 10.2015
Administrative Assistant
Emkem
06.2015
Post Graduate Diploma Business And Administration - Business And Administration
Massey University
Master of Arts - Public Administration
University of Madras
Bachelor of Arts - History
University of Madras
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