Ruby RANA
57, Bedford Street Northland,Wellington
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Collection Officer
ACC
Wellington Central, Wellington
04.2023 - Current
- Provided customer service support by responding promptly to inquiries from both customers and internal staff members.
- Followed up on overdue accounts via telephone calls and emails.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Maintained strong call control and quickly worked through scripts to address problems.
- Offered resolutions to de-escalate calls and solve customer issues.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Attended meetings with senior management concerning collection strategies and performance results.
- Evaluated current practices and procedures related to collections operations, making recommendations for improvement where appropriate.
- Processed payments through various methods such as credit cards, online banking and cash transactions.
Multi-Unit Manager
Subway
Wellington International Airport , Wellington
02.2019 - Current
- Reviewed completed work to verify consistency, quality and conformance.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Analyzed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training and teambuilding activities.
- Produced thorough, accurate and timely reports of project activities.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Delegated work to staff, setting priorities and goals.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Recruited and trained new employees to meet job requirements.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Assigned work and monitored performance of project personnel.
Assistant Manager
New World
Kaikoura
11.2018 - 01.2019
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Resolved customer inquiries and complaints requiring management-level escalation.
Supervisor
PAK'nSAVE
Silverdale, Auckland
09.2015 - 11.2018
- Audited company's legal documents to verify compliant policies and procedures.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Established and enforced clear goals to keep employees working collaboratively.
- Maintained positive working relationship with fellow staff and management.
- Responded to customer questions regarding products, prices and availability.
- Coordinated employee schedules according to shift changes and availability.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Monitored employee productivity to provide constructive feedback and coaching.
- Coached staff members to develop long-term career goals.
Medical Researcher
Biomet WNS
Gurgaon, Delhi
07.2013 - 01.2015
- Made outgoing calls per shift to gather information regarding clients insurance coverage.
- Analyzing Clients Medical records.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Post Graduate Diploma in Applied Business Studies - Business
Whitireia Polytechnic
Auckland, NZ02.2016
Skills
- Verbal and Written Communication
- Project Planning
- Performance Tracking and Evaluation
- Training and Development
- Cost Control
- Recruitment and Hiring
- Teamwork and Collaboration
- Scheduling and Coordinating
- Team Building
- Team Leadership
- Managing Operations and Efficiency
- Complex Problem Solving
- Documentation and Reporting
- Employee Coaching and Motivation
- Staff Training
- Hiring and Training
- Decision Making
- Human Resources Management
- Time Management
- Customer Service
- Business Unit Oversight
- Shift Scheduling
- Training & Development
- Reliable & Trustworthy
- Supervision & Leadership
- Problem Resolution
- Critical Thinking
- Conflict Resolution
- Team Management
- Good Work Ethic
- Planning & Organizing
- People Skills
- Friendly, Positive Attitude
- Organizational Skills
Certification
- Diploma in Manager Course, Subway - 2019
Timeline
Collection Officer
ACC
04.2023 - Current
Multi-Unit Manager
Subway
02.2019 - Current
Assistant Manager
New World
11.2018 - 01.2019
Supervisor
PAK'nSAVE
09.2015 - 11.2018
Medical Researcher
Biomet WNS
07.2013 - 01.2015
Post Graduate Diploma in Applied Business Studies - Business
Whitireia Polytechnic
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