Rhea Te Paea
Hawkes Bay,HKB
Summary
Confident and hard-working professional with extensive experience in customer service, talent acquisition, quality assurance and leadership fields. Excellent at building and maintaining customer and work relationships, with a friendly and approachable manner.
Overview
9
9
years of professional experience
Work History
Quality Assurance - CSAT: Quality Squad Project
Xero Limited
11.2024 - Current
- Part of a small group of Senior specialists who reviewed CSAT scores, and used this to drive improvements, share insights, and support the wider CX team to significantly impact customer satisfaction.
- Focused on enhancing customer support quality within the Customer Experience team.
- Identified opportunities to improve operational efficiency and effectiveness, contributing to Xero's purpose of making running a business beautiful.
- Delivered feedback to CX based on findings, and worked with their People Leaders to collate agreeable actions based on their development goals.
CX Senior Specialist
Xero Limited
07.2021 - Current
- Responsible for providing guidance and support to the CX team by assisting with customer cases that require in-depth product knowledge.
- Trained and mentored new CX team members.
- Acted as the 'go-to' person for customer cases requiring specialist product knowledge.
- Reviewed cases to provide effective feedback and coaching to CX team members.
- Assisted with training and review of new CX team members as required.
- Ensured effective resolution and prioritization of allocated customer support requests.
- Maintained a high quality of response to customers via both email and phone.
- Liaised with the CX Leadership team for input in diagnosing and providing customer resolutions.
- Acted as a role model, consistently exhibiting behavior consistent with Xero's Values.
Talent Acquisition Specialist - Secondment
Xero Limited
07.2022 - 12.2022
- Developed talent acquisition strategies for the CX sector.
- Identified and sourced qualified candidates for open positions.
- Assessed candidates and conducted phone screens.
- Oversaw the recruitment process from start to finish, including sourcing, interviewing, and onboarding.
- Built and maintained relationships with potential candidates, universities, and leadership.
- Negotiated salaries and other details of employment.
- Communicated with hiring managers to ensure a successful onboarding process.
- Conducted background checks on potential hires.
- Managed job postings, applications, and job offers.
- Networked with industry professionals to build a talent pipeline on LinkedIn.
- Provided reports on recruitment metrics and other data.
- Advised hiring teams on recruitment best practices.
Office Manager
The Civic Theatre
06.2016 - 07.2017
- Created and maintained an informative and visually eye-catching website for the business.
- Ensured weekly movie schedules, social media, website, and movie display cabinets were up to date and informative.
- Sent daily/weekly/monthly reports to movie distributors and local councils.
- Ensured all employee files were up to date.
- Operated all projection equipment, including loading movies and KDM's.
- Trained and supervised new and/or current staff in day-to-day jobs.
- Oversaw office inventory activities, including ordering, stocking, and shipment receiving.
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities, and communicate management instruction.
- Oversaw fundraisers and events hosted on the premises.
Skills
- Talent acquisition and development
- Applicant tracking systems - Lever
- Interviewing and selection
- Performance management
- Customer service and teamwork
- Organized and excellent time management skills
- Conflict management and resolution
- Critical thinking, problem solver, and adaptable
- Experience with public speaking - Presentations and announcements
- Collaborating and working well together with others
Awards
CCNNZ Multimedia Agent of the Year 2020 Recipient (Nominated by Xero leadership team)
Timeline
Quality Assurance - CSAT: Quality Squad Project
Xero Limited
11.2024 - Current
Talent Acquisition Specialist - Secondment
Xero Limited
07.2022 - 12.2022
CX Senior Specialist
Xero Limited
07.2021 - Current
Office Manager
The Civic Theatre
06.2016 - 07.2017
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