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
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
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
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
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
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