Renee Mokaraka
Auckland,New Zealand
Summary
Dynamic call center representative skilled in customer relationship management and issue resolution. Proven ability to manage high call volumes while delivering exceptional service and maintaining accurate records. Results-driven representative with a strong focus on issue resolution and customer support. Experience includes managing high volumes of inbound calls and collaborating with teams to enhance service delivery and operational efficiency. Friendly Inbound Call Center Representative with many years of experience using company policies and practices to establish professional and positive relationships with customers. Self-directed and hardworking individual possessing outstanding phone demeanor and excellent data entry abilities. Organized multitasker dedicated to actively contributing to organizational growth. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at finding win-win solutions. Flexible customer service representative offering several years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
5
5
years of professional experience
Work History
Inbound Call Center Representative
TSA Group AUS
Auckland
02.2024 - 11.2025
- Answered incoming calls and provided accurate information to customers.
- Assisted customers with inquiries and resolved issues efficiently.
- Utilized CRM software to log customer interactions and maintain records.
- Followed company protocols for handling sensitive customer information.
- Demonstrated active listening skills to understand customer needs clearly.
- Maintained a positive demeanor while managing high call volumes effectively.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Utilized computer technology to handle high volume of calls in a timely manner.
- Provided accurate information about products or services to customers.
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- Forwarded calls to management if outstanding issue required immediate resolution.
- Maintained records of customer interactions and transactions for future reference.
- Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
- Researched required information using available resources.
- Assisted other team members when needed during peak hours of business operations.
- Monitored queues and email inboxes to respond to consumers via multiple media formats.
- Followed up with customers to ensure their requests were addressed properly.
- Offered one-on-one coaching and development for each team member consistently.
- Adhered to all company policies and procedures when dealing with customers.
- Collaborated with other departments within the organization when necessary.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Assisted passengers with check-in procedures and boarding instructions.
- Resolved customer inquiries and complaints efficiently and professionally.
- Utilized airline reservation systems to update passenger information promptly.
- Trained new staff on customer service protocols and operational procedures.
- Maintained a clean and organized work environment for optimal service delivery.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Followed company policies and procedures related to customer service operations at all times.
- Advised passengers of any changes or delays in their scheduled flights.
- Resolved customer complaints in a timely manner.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Communicated effectively with other departments to ensure the best customer experience possible.
- Processed refunds, exchanges, and upgrades when necessary.
- Prepared daily activity reports detailing customer service issues encountered during shift.
- Responsible for ensuring all payment transactions are processed correctly before issuing tickets.
- Maintained cleanliness of work station by disposing trash properly and restocking supplies as needed.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Coached staff on strategies to enhance performance and improve customer relations.
Call Center Representative
Probe Group NZ
Auckland
06.2020 - 08.2022
- Assisted customers with inquiries and resolved issues promptly.
- Documented customer interactions in the CRM system accurately.
- Provided product information and guided customers through processes.
- Handled high call volumes efficiently during peak hours.
- Trained new representatives on call handling procedures.
- Maintained knowledge of company policies and updates regularly.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Updated customer accounts, addresses and contact information within call management databases.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained strong call control and quickly worked through scripts to address problems.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Offered resolutions to de-escalate calls and solve customer issues.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Attended regular training sessions on updates and changes within the industry or organization.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
Skills
- Customer relationship management
- CRM software usage
- Call handling
- Product knowledge
- Issue resolution
- Multichannel communication
- Data entry accuracy
- Team collaboration
- Active listening
- Time management
- Call center operations
- Remote chat support
- System documentation
- Inbound sales
- Up-selling techniques
- Telemarketing expertise
- Call decisioning
- Cross-selling strategies
- Documentation and reporting
- Empathy and patience
- Appointment scheduling
- Account updating
- Performance metrics
- Feedback and coaching
- Call handling techniques
- Analytical
- Payment processing
- Inbound phone calls
- Professional phone voice
- Complaint resolution
- CRM navigation
- Resolving issues
- Performance monitoring
- Verbal and written communication
- Customer service
- Customer support
- Customer service optimization
- Script adherence
- Call documentation skills
References
References available upon request.
Timeline
Inbound Call Center Representative
TSA Group AUS
02.2024 - 11.2025
Call Center Representative
Probe Group NZ
06.2020 - 08.2022