Robbie Wang
Mt Roskill,New Zealand
Summary
To leverage my extensive experience in customer service and team management to contribute to a dynamic organization, ensuring operational excellence and exceptional customer satisfaction.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Experience Assistant Team Leader
Honda New Zealand
11.2023 - Current
- Led and supported a high-performing team of 7 customer service representatives, stepping up as a leader in the absence of the Senior Team Leader, and driving outstanding team performance and professional development
- Assisted in the design and execution of performance enhancement strategies, optimizing customer service processes, which resulted in significant improvements in both team efficiency and customer satisfaction
- Designed and facilitated engaging training programs, equipping team members with advanced skills, increasing knowledge retention, and ensuring alignment with the company’s customer-centric goals and values
- Assisted with handling inbound and outbound calls, ensuring that all customer interactions were handled promptly, professionally, and in alignment with company standards
- Analyzed key performance indicators (KPIs) to assess team performance and provided actionable, constructive feedback, leading to continuous improvements in service delivery and customer experiences
- Promoted cross-departmental collaboration to streamline processes, addressing and resolving customer issues quickly, ensuring high satisfaction, and fostering brand loyalty
- Supported the implementation of recognition programs to celebrate top performers, helping to create a positive, motivated work environment that boosted morale, productivity, and reduced turnover
Customer Care Assistant
Honda New Zealand
11.2021 - 11.2023
- Delivered exceptional customer service by providing accurate and timely information to resolve inquiries and issues
- Effectively handled an average of 50 inbound calls per day, maintaining professionalism and ensuring customer satisfaction during every interaction
- Managed 50 outbound calls per day to follow up with customers, schedule services, and proactively address inquiries, contributing to higher service booking rates and improved customer retention
- Developed strong relationships across all call centre departments, improving internal communication and facilitating prompt issue resolution
- Partnered with management to implement service enhancements, directly contributing to an improvement in customer satisfaction scores
- Awarded Employee of the Year for 2 years, recognized for outstanding customer service, consistently achieving KPI targets in call handling time, customer satisfaction, and issue resolution
Regional Manager
Anime House
01.2018 - 11.2021
- Oversaw operations for 8 stores, ensuring consistent execution of company policies and standards
- Drove sales and performance targets, achieving a 10% increase in regional sales over 1 year
- Implemented monthly reviews of operating and financial performances to identify areas for improvement
- Built and maintained strong relationships with customers, ensuring continued operating improvements and customer loyalty
- Coached and developed store managers and teams to drive results and achieve professional goals
Assistant Manager
Secure Parking - Auckland Airport
08.2015 - 12.2020
- Spearheaded team operations, ensuring top-tier customer service and efficient roster management
- Managed critical incidents and emergencies, upholding stringent health and safety standards
- Addressed and resolved customer complaints, maintaining a commitment to excellence
Service Advisor
City Side Automotive
09.2007 - 08.2015
- Communicated additional service recommendations to customers, enhancing vehicle performance and safety
- Coordinated with technicians for timely updates on vehicle status, ensuring customer satisfaction
- Processed invoicing and job cards with precision, contributing to the company’s financial accuracy
Education
7th Form - Mathematics, English, Tourism, Material Technology (Wood), Food Technology, Religious Education
Marcellin College
Royal Oak, Auckland01.2004
Skills
- Customer Service
- Cash Transactions
- Credit Card Transactions
- Eftpos Transactions
- Communication
- Verbal Communication
- Written Communication
- Interpersonal Communication
- Time Management
- Task Prioritization
- Self-Management
- Multitasking
- Meeting Deadlines
- Proactive Initiative
- Teamwork
- Collaboration
- Coaching
- Computer Skills
- Microsoft Office Suite
- Internet Explorer
- Outlook
- In-house Software
- Occupational Safety and Health (OSH)
- Food Safety
- Hygiene Practices
Certification
- NZQA Level 3 and 4 in Security
- NZQA Licensed Controller Qualification (LCQ) Licence
- Duty Manager Licence
- Level 3 Certificate in Automotive
References
Hans Wulf, Assistant Manager, Honda Customer Experience, 0212086596
Timeline
Customer Experience Assistant Team Leader
Honda New Zealand
11.2023 - Current
Customer Care Assistant
Honda New Zealand
11.2021 - 11.2023
Regional Manager
Anime House
01.2018 - 11.2021
Assistant Manager
Secure Parking - Auckland Airport
08.2015 - 12.2020
Service Advisor
City Side Automotive
09.2007 - 08.2015
7th Form - Mathematics, English, Tourism, Material Technology (Wood), Food Technology, Religious Education
Marcellin College
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