Sean Palmer
Christchurch,CHCH
Summary
Accommodating customer care bringing almost 10 years total of customer service experience in both face to face and over the phone. Skillfully handle customer accounts. Well-versed in managing adverse situations and interpersonal conflict. Expertise in call handling, requests processing and service renewals.
Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures and has In-depth knowledge of OneView and other One NZ tools.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Coach
One NZ
Christchurch CBD, Christchurch
12.2023 - Current
- Provided support to front-line agents through online chats, voice calls, and walk-up interactions.
- Managed Tier 2 incidents, ensuring resolution to completion.
- Identified emerging trends and escalated them to the relevant teams for further action.
- Coached agents with a focus on fostering a "how to fish" mentality, empowering them to solve problems independently.
- Engaged with customers face-to-face when they visited the premises.
- Participated in team brainstorming sessions to generate ideas and develop solutions collaboratively.
Vodafone Champion Coach
Vodafone
Christchurch CBD, Christchurch
05.2022 - 06.2023
- Evaluated information from fellow agents to identify issues, brainstorm potential solutions, and uphold a standard of excellence in our collaborative efforts.
- Consulted with other agents regarding concerns with products or services to troubleshoot problems and enhance productivity.
- Handled complaints and worked to alleviate dissatisfaction among other agents by implementing timely and effective solutions. Provided assistance to fellow agents with their inquiries.
- Responded promptly to the needs of other agents through effective communication and problem-solving.
- Enhanced operational efficiency by educating and training new agents on best practices and procedures for effective collaboration. Maintained high standards of quality by minimizing downtime and maximizing support for other agents to meet our collective goals.
Enablement Coach
One NZ
Christchurch CBD, Christchurch
06.2023 - 12.2023
- Seconded overseas to assist in training a new partner company.
- Facilitated the onboarding process for new employees from induction to live phone operations.
- Identified training gaps and developed customized training content for inductees.
- Provided continuous support during the first three weeks of phone operations.
- Collaborated with the new team leader to ensure a smooth handover process.
- Liaised with stakeholders to provide insights on operational effectiveness.
- Proposed solutions to address any emerging issues.
Customer Care Representative
Tech Mahindra
Christchurch, New Zealand
05.2019 - 05.2022
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
- Assisted call-in customers with questions
- Responded to customer needs through competent customer service and prompt problem-solving.
- Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
Customer Care Agent
Vodafone
Christchurch, New Zealand
09.2016 - 06.2019
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Resolved tech and billing issues over phone with customers daily.
- Cross-trained and backed up other customer service managers.
- Implemented and developed customer service training processes.
Retail Sales Assistant
Jaycar Electronics
Christchurch, New Zealand
01.2011 - 11.2016
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Reviewed and resolved differences between accounting information and cash drawer.
- Functioned as backup in areas of sales, support, and services.
- Assisted customers with prompt and polite support in-person and via telephone.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction.
- Used consultative sales approach to understand customer needs and recommend relevant offerings.
Education
NZQA Level's 3 - Computing
Salvation Army
ChristchurchNZQA Level 4 And Certificate of Computing - Computers
Poly Tech
ChristchurchSkills
- Floor support experience
- Staff education and training
- Training development aptitude
- Data entry
- Computer proficient
- MS Office proficiency
- Documentation and reporting
- Professional telephone demeanor
- Payment processing
- Money handling abilities
- Credit card processing
- Complaint resolution
Timeline
Coach
One NZ
12.2023 - Current
Enablement Coach
One NZ
06.2023 - 12.2023
Vodafone Champion Coach
Vodafone
05.2022 - 06.2023
Customer Care Representative
Tech Mahindra
05.2019 - 05.2022
Customer Care Agent
Vodafone
09.2016 - 06.2019
Retail Sales Assistant
Jaycar Electronics
01.2011 - 11.2016
NZQA Level's 3 - Computing
Salvation Army
NZQA Level 4 And Certificate of Computing - Computers
Poly Tech
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