Rebekah Mataia

Customer Support:
• Assisting customers with MyLotto account and general inquiries via phone and email.
• Liaising with other departments to resolve customer concerns.
Retail Support:
• Providing technical support to retailers and addressing ticketing-related queries.
• Booking jobs with third-party technical teams, including Spark, Datacom, Windcave, and Spark.
• Assisting Relationship Managers with retailer-related inquiries.
• Liaising with the distribution team regarding stock-related queries.
Additional Responsibilities:
Ticket Claims:
• Investigating lost, stolen, damaged, and disputed ticket reports.
• Collaborating with departments such as Prize Claims and Risk & Assurance.
Unclaimed Online Prize Claims:
• Contacting customers and guiding them through the prize claim process within the 12-month expiry period.
Training & Mentorship:
• Training new staff and providing buddying sessions.
Assessment Days:
• Assisting with the coordination and ushering of potential candidates.
Walk-in Customers:
• Serving as the first point of contact for customers visiting headquarters.
• Handling inquiries related to prize claims and ticket reports.
Systems Used:
• ESTE, BI Reports, IGT, CRM, and Desktop.

• Handled inquiries related to existing customer policies.
• Ensured accurate processing of policy modifications and replacements.
• Quotes- Signing up customers to new policies and ensuring they are provided the correct type of cover that suits there needs
• Answering billing related enquiries, processing refunds and taking manual payments
• Digital Work- Answering customer queries via our digital portal- Use of outlook and Speedscan
• Liaising with other departments- Underwriting, Claims, and Commercial
• During the recent events, I was given the opportunity to upskill in claims lodgements where I had lodged claims for customers that were affected by the cyclone and flooding
• Use of systems- EIS, Ignite, Micollab, and Speedscan

• Handled customer inquiries through Zendesk platform efficiently.
• Educating customers on use of Laybuy App
• Credit checks and verification checks of new customers- Use of Centrix and Cloudcheck
• Gathered and verified required customer information for tracking purposes
• Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills
• Created and entered enrollment applications for new consumers in company database

• Managed operations as fill-in Duty Manager for Sky Cafe and Orbit 360.
• Prioritized care and satisfaction of both workers and clients.
• Addressed customer complaints.
• Managed task delegation and ensured timely completion by staff.
• Registered shift reports and daily sales.
• Handled reservations efficiently for various group sizes using SevenRooms.
• Trained new hosts in restaurant operations.
• Handled communication regarding deposits, confirmations, and general questions efficiently.
• Handled cash transactions with accuracy and efficiency.

• Q Card and Farmers Finance Card
• General Enquiries regarding customer's account
• Account Closures
• Pay off quotes
• Educating customers on how to use web self-service, payment allocations and lay out of statements
• Direct Debit set up
• Issuing new cards
• Liaising with other departments regarding new applications and overdue accounts
• Merchant support
• Updates on promotions through merchants

• Taking out meals to guests and general cleaning
• Customer Service: Taking orders, setting up tables and knowledge of food and beverages
• Use of Respak, taking reservations for general and large groups for tour companies and businesses outside of Sky city
• Training: New hosts, use of respak
• Emails/ Phone: Cake orders, confirmation, general enquiries, invoices, set menus, use of umbraco, use of excel, power point and Microsoft word

• Fast food meals cooked to order - burgers, chips, sushi; Food Preparation - Salads
• Cash Handling; Serving Customers
• Covering shifts at both stores
• Placing orders for out-of-stock items
• General Cleaning