Reenal Ragni Lata
16 A Orams Road, Hillpark,New Zealand
Summary
A dedicated and customer-focused individual with 7 years of experience in customer service and 2 years in ICT support. Adept at resolving technical issues, troubleshooting hardware/software problems, and ensuring seamless customer experiences. Skilled in communication, problem-solving, and working collaboratively to exceed client expectations. Seeking a role that combines customer service and ICT support to leverage dual expertise.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Mason Online Limited
Panmure, New Zealand
08.2022 - Current
- Assist customers via phone, email, and chat to resolve inquiries and issues with professionalism and efficiency
- Achieve a 100% customer satisfaction rate by delivering consistent and personalized support
- Utilize CRM systems to track and resolve customer complaints, ensuring timely follow-ups
- Trained new hires on customer service procedures
- Replying customers on web chat and social media
- Reply to Shosha’s google review
- Communicating with courier post
- NZ Post and DHL regarding delivery issues
- Day to day management of customer service team
- Communicating with Shosha shops regarding issues in customer web orders and any customer complaints
- Support and mentor staff to deliver to the company’s high standards of service to customers
- Work closely with the online order manager to ensure all order go on time
- Processing bank transfer web orders and Manual orders in System
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Cross-trained and backed up other customer service managers.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Met customer call guidelines for service levels, handle time and productivity.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
ICT Support Technician
Mason Online Limited
Panmure, New Zealand
08.2022 - Current
- Provide first-line support for number of users across the Mason Online Limited, resolving technical issues related to hardware, software, and network connectivity
- Diagnose and troubleshoot system failures, including Windows and macOS
- Manage Active Directory, user account setups, and password resets
- Maintain and update documentation for system configurations and troubleshooting procedures
- Maintaining Lightspeed accounts of staff
- Dealing with any technical issue including camera setup through remote app and modem set-up
Checkout Supervisor
New World South mall
South mall, New Zealand
12.2016 - 06.2020
- Managing Workflow
- Creating and managing team schedules
- Evaluating performance and providing feedback
- Identifying and applying career advancement opportunities
- Supervised multi-cultural teams members, enforcing compliance with operational policies and procedures.
- Managed theft prevention with focus on minimising product losses.
- Streamlined workflow for faster checkouts and reduced waiting time for customers.
- Mentored junior team members, providing guidance on best practices and troubleshooting issues as needed.
- Promoted an atmosphere of teamwork among staff members, leading to better communication and increased efficiency.
- Resolved customer complaints professionally, turning negative experiences into positive ones whenever possible.
- Evaluated employee performance regularly, providing constructive feedback aimed at fostering growth and development within the team.
- Collaborated with store management to develop strategies for improving overall store performance and customer experience.
- Maintained a clean, organized, and well-stocked checkout area, enhancing the shopping environment for customers.
- Assisted in implementing loss prevention measures by monitoring high-risk areas and reporting suspicious activities to management.
- Enhanced customer satisfaction by efficiently managing checkout processes and addressing concerns promptly.
- Quickly and accurately counted drawers at start and end of each shift.
- Monitored areas for security issues and safety hazards.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Resolved customer complaints quickly to maintain customer satisfaction.
Packer
Scalza Foods Manufacture
Auckland, New Zealand
09.2016 - 11.2016
- Load materials and products into package processing equipment
- Record product, packaging, and order information on specified forms and records
- Mark and label containers, container tags, or products, using marking tools
- Place or pour products or materials into containers, using hand tools and equipment, or fill containers from spouts or chutes
- Remove completed or defective products or materials, placing them on moving equipment such as conveyors or in specified areas such as loading docks
- Assemble, line, and pad cartons, crates, and containers, using hand tools
Office Admin
Doreen’s Law Firm
04.2014 - 12.2015
- Prepare invoices, reports, memos, letters, financial statements, and other documents, using word processing, spreadsheet, database, or presentation software
- Answer phone calls and direct calls to appropriate parties or take messages
- Conduct research, compile data, and prepare papers for consideration and presentation by executives, committees, and boards of directors
- Greet visitors and determine whether they should be given access to specific individuals
- Read and analyze incoming memos, submissions, and reports to determine them significance and plan their distribution
- Perform general office duties, such as ordering supplies, maintaining records management database systems and performing basic bookkeeping work
- File and retrieve corporate documents, records, and reports
- Open, sort, and distribute incoming correspondence, including faxes and email
- Prepare agendas and decide, such as coordinating catering for luncheons, for committee, board, and other
Education
Diploma In Information of Technology -
Manukau Institute of Technology
03.2020
Bachelors In Higher Education -
Fiji National University
03.2015
Skills
- Complaint resolution
- Troubleshooting hardware/software
- Network setup
- Verbal and written communication
- Microsoft Office
- Windows Hello
- Ticketing systems
- Remote desktop tools
- Lightspeed
- Time management
- Multitasking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Client Relations
- Microsoft Outlook
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Team Development
- Administrative Support
- Microsoft PowerPoint
- Data Collection
- Staff Training
- Live chat support
- Filing
- Product and service solutions
- Coordination
- Store maintenance
- Account Management
- Staff education and training
- Conflict Mediation
- Proofreading
- Retail store support
- Stock management
- POS systems expert
- CRM Software
- Strategic sales knowledge
- Delivery Scheduling
- Report Preparation
Languages
English
Hindi
References
Available upon request.
Timeline
Customer Service Representative
Mason Online Limited
08.2022 - Current
ICT Support Technician
Mason Online Limited
08.2022 - Current
Checkout Supervisor
New World South mall
12.2016 - 06.2020
Packer
Scalza Foods Manufacture
09.2016 - 11.2016
Office Admin
Doreen’s Law Firm
04.2014 - 12.2015
Bachelors In Higher Education -
Fiji National University
Diploma In Information of Technology -
Manukau Institute of Technology