Sarah Taylor
Christchurch
Summary
Resourceful and personable Contact Centre Consultant with deep knowledge in facilitating communication and providing appropriate solutions. Offering strong organizational, problem-solving, and communication skills. Collaborative and determined to meet deadlines in fast-paced environment.
I have a commitment to ensure that my quality of work assist in accomplishing the desired goals of my employer. I set performance goals for myself and that of my employers, take pride in my work and aim for high standards. I understand that this requires diligence and focus. Resourceful and personable Customer Service Representative with deep knowledge in facilitating communication and providing appropriate solutions. Offering strong organizational, problem-solving, and communication skills. Collaborative and determined to meet deadlines in fast-paced environment.
Overview
18
18
years of professional experience
Work History
Service Coordinator, General Administrator
Nu Way Energy NZ Ltd
05.2021 - 10.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service issues.
- Streamlined service coordination processes for improved team productivity and response times.
- Managed a high volume of client requests, ensuring timely and effective service delivery.
- Collaborated with cross-functional teams to optimize service operations and improve client experiences.
- Maintained accurate records of all service activities, facilitating smooth communication between clients and technicians.
- Oversaw the scheduling and dispatching of technicians, maximizing efficiency and minimizing delays in service delivery.
- Coordinated with vendors and suppliers to maintain optimal inventory levels of tools, equipment, and parts required for services rendered.
- Introduced innovative solutions to address common challenges faced during the execution of specific tasks assigned or projects undertaken.
- Communicated with clients and service providers to provide updates on work progress.
- Resolved customer complaints and issues to drive satisfaction and loyalty.
- Developed productive working relationships with churches, schools, government agencies, and charitable organizations.
- Participated in meetings and discussions with internal and external stakeholders to discuss KPIs and strategies for successful completion of service projects.
- Collected, arranged, and input information into database system.
- Gathered, organized and input information into digital database.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided exceptional customer service, addressing inquiries in a timely manner and resolving issues effectively.
Entrepreneur Small Service Business
Enviro Window Clean NZ
11.2019 - 03.2021
- Established a successful startup by researching market opportunities, creating a business plan, and securing funding.
- Streamlined operations by identifying inefficiencies and implementing cost-saving measures that improved overall profitability.
- Implemented effective CRM systems to track customer interactions, leading to enhanced client relations and increased sales opportunities.
- Enhanced online presence with well-designed websites, engaging social media content, and targeted digital advertising campaigns.
- Negotiated contracts with suppliers for favorable terms that resulted in significant cost savings for the company.
- Managed financial aspects of the business including budgeting, forecasting, cash flow management, and financial reporting to stakeholders.
- Identified target customer segments through in-depth research, building tactical marketing strategies.
- Trained new employees on proper protocols and customer service standards.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Claims Advisor
Earthquake Commission
07.2013 - 10.2019
- Improved department productivity through effective communication and teamwork among colleagues.
- Maintained comprehensive knowledge of industry regulations, ensuring compliance in all claim handling procedures.
- Trained new employees on company policies, claims management software, and best practices for efficient work performance.
- Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.
- Boosted customer satisfaction by promptly addressing inquiries and resolving issues professionally.
- Safeguarded sensitive information through proper documentation handling, data entry, and record maintenance procedures.
- Facilitated smooth project execution by managing deadlines, resources allocation, and progress updates.
- Collaborated effectively with cross-functional teams to achieve shared goals in a timely manner.
- Strengthened client relationships through consistent follow-up communication and efficient problem resolution.
- Contributed to positive work environment with strong interpersonal skills and proactive teamwork attitude.
- Demonstrated adaptability by quickly mastering new software applications as needed for various tasks & projects.
- Bolstered team morale through active listening skills that allowed colleagues to feel heard while sharing concerns or suggestions.
- Developed and maintained filing systems to facilitate easy access to information.
- Reviewed and edited documents for accuracy, grammar and clarity.
- Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
Customer Service Representative, Acting Team Lead
Work And Income New Zealand
08.2005 - 10.2010
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
No Degree - Public Services
Work & Income New Zealand
Christchurch, NZ09.2007
No Degree - Customer Service
Work & Income New Zealand
Christchurch, NZ07.2006
Bachelor's - Early Childhood Education
New Zealand College of Early Childhood Education
Christchurch, NZ12.1995
Skills
- Needs Assessment
- Service Monitoring and Evaluation
- Proficiency in Office Programs
- Client Advocacy
- Team Leadership
- Problem Solving
- Organizational Skills
- Active Listening
- Conflict Resolution
- Empathy and Compassion
- Excellent Communication
- Adaptability and Flexibility
- Time Management
- Customer Service
- Client Relationship Management
Timeline
Service Coordinator, General Administrator
Nu Way Energy NZ Ltd
05.2021 - 10.2023
Entrepreneur Small Service Business
Enviro Window Clean NZ
11.2019 - 03.2021
Claims Advisor
Earthquake Commission
07.2013 - 10.2019
Customer Service Representative, Acting Team Lead
Work And Income New Zealand
08.2005 - 10.2010
No Degree - Public Services
Work & Income New Zealand
No Degree - Customer Service
Work & Income New Zealand
Bachelor's - Early Childhood Education
New Zealand College of Early Childhood Education
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