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
Hawkes Bay, New Zealand
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
Hawkes Bay, New Zealand
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
Hawkes Bay, New Zealand
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
Waipukurau
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