Summary
Overview
Work History
Education
Skills
Timeline
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Robyn Alice Tiffany Johnston

Stoke,Nelson

Summary

Dynamic Senior Customer Service Consultant with extensive experience at ANZ, excelling in cash management and regulatory compliance. Proven ability to enhance customer experiences through strong client relationship management and effective problem-solving. Recognized for training new staff and fostering team effectiveness, ensuring high-quality service delivery in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Senior Customer Service Consultant

ANZ
Richmond, Richmond
12.2022 - Current
  • Delivered high-quality customer interactions while adhering to ANZ service standards.
  • Processed customer transactions efficiently, and utilizing product knowledge to enhance customer experiences .
  • Established strong working relationships, contributing to team effectiveness in achieving goals & on job training
  • Managed cash requirements accurately, following bank processes and policies.
  • Ensured compliance with ANZ and branch policies, including cash holdings and deliveries.
  • Cash Management in ordering/repatriation and enhanced cash flow delegation with RSE's arrivals & departures.
  • Current Training into introduction to ANZ lending products

Senior Customer Service Consultant

Nelson Building Society
Richmond/Motueka, Nelson
08.2019 - 11.2022
  • Educated customers on bank products and services available to them.
  • Processed deposits, withdrawals, loan payments and other financial transactions accurately and efficiently.
  • Assisted with training new tellers on operational processes, due to taking on the responsibility of building new policies and procedures alongside the training department.
  • Assisted customers with opening new accounts, term deposits, trust accounts, clubs and organizations, and more complex onboarding.
  • Built and maintained client relationships through quality and personalised interactions at NBS, we thrived off being a community bank that developed strong relationships with regular customers and community entities.

Airport Service Agent/Load Control Officer

Air New Zealand
Nelson, Nelson
06.2017 - 05.2019
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Performed daily opening and closing procedures in accordance with company standards, in the loading procedures of weight and balance of aircraft.
  • Ensured accurate completion of passenger documentation, such as tickets, boarding passes, transiting, and departing information.
  • Communicated regularly with pilots during flights to monitor fuel levels, load distribution, weather conditions.
  • Followed strict guidelines regarding hazardous material handling procedures while loading and unloading cargo.
  • Performed the correct loading, balance, and weight in accordance with FAA regulations, and signed off for safe post-flight performance on all domestic flights departing from NSN airport.
  • Completed and updated the airport emergency procedure for Air New Zealand as a representative of Nelson Airport.

Airport Service Officer

Emirates
, Glasgow/ United Kingdom
02.2014 - 02.2017
  • Developed and maintained relationships with airlines, vendors, contractors, and managed the smooth operations of check-in and pre-departure procedures.
  • Maintained accurate documentation such as personnel files, incident reports and flight schedules. I took lead management in any disruptions or delays to any flights as the Emirates representative at Glasgow International Airport.
  • Interacted with customers at check-in counters, ensuring that elite and first/business class customers were catered to our high customer service standards.
  • Performed and supervised mobile airfield management functions, including catering, baggage, fueling, and flight crew, kept to turnaround times and procedures.
  • Liaised with Dubai operations in delay & disruption situations to ensure minimum impact to customer including rebook/Upgrading & resolving any potential negative feedback/ Complaints.

Education

Dimploa - Business

Glasgow Caledonian University
Glasgow
01-2013

Skills

  • Customer service
  • Cash management
  • Transaction processing
  • Product knowledge
  • Regulatory compliance
  • Client relationship management
  • Disruption & Problem Solving Management
  • People Management
  • Operational procedures

Timeline

Senior Customer Service Consultant

ANZ
12.2022 - Current

Senior Customer Service Consultant

Nelson Building Society
08.2019 - 11.2022

Airport Service Agent/Load Control Officer

Air New Zealand
06.2017 - 05.2019

Airport Service Officer

Emirates
02.2014 - 02.2017

Dimploa - Business

Glasgow Caledonian University

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Robyn Alice Tiffany Johnston