Shafia Kalam
Auckland,AUK
Summary
Results-driven Customer Service Leader with extensive experience in training and monitoring team performance. Implemented training programs that enhanced service delivery and boosted customer satisfaction. Thrives on challenges while maintaining a positive attitude, consistently achieving set goals and delivering value to organizations.
Overview
7
7
years of post-secondary education
13
13
years of professional experience
Work History
Customer Service Team Lead
Wurth NZ
Wiri, Auckland
05.2025 - Current
- Led customer service team to resolve inquiries and issues effectively.
- Trained new staff on company policies and customer interaction techniques to enhance service quality.
- Monitored customer interactions, ensuring adherence to service standards and identifying areas for improvement.
- Provided support for resolving customer issues, facilitating uninterrupted service delivery.
- Developed training materials to enhance team knowledge and performance.
- Responded quickly and professionally to any incoming emails from customers seeking assistance.
Customer Service Rep
Wurth NZ
01.2022 - 05.2025
- Warmly greet customers and promptly identify the reason for their call.
- Addressed complaints efficiently, offering suitable solutions and following up to confirm resolution, ensuring customer satisfaction.
- Handled customer complaints with professionalism and empathy, fostering a positive customer experience.
- Provided accurate, valid, and complete information using appropriate methods and tools to enhance customer understanding.
- Resolved customer inquiries by utilizing product knowledge and company resources.
- Assisted in order processing and ensured timely delivery of products to customers.
- Trained new recruits on company policies and procedures. and existing team members on updated processes.
- Adhered strictly to communication procedures and guidelines. to communication procedures, guidelines, and policies.
Customer Service Rep
Downer NZ
01.2019 - 01.2022
- Addressing customer inquiries regarding their job orders.
- Responding to and actioning emails from clients, technicians, and customers.
- Liaised with clients on work orders to clarify requirements and enhance customer satisfaction.
- Assigned jobs to technicians, managing workload to optimize service delivery.
- Monitored job progress for adherence to Service Level Agreements (SLAs) and ensured timely completion.
- Providing training to new recruits and colleagues.
Retail Assistant
Hellers Factory Outlet Shop
01.2018 - 01.2019
- Foster friendly and professional customer interactions to enhance shopping experience.
- Address all customer inquiries thoroughly and professionally to ensure satisfaction.
- Process cash and credit payments rapidly and accurately.
- Arrange stock in presentable and attractive manner to promote sales.
- Ensured accurate inventory by performing stock take every two weeks.
Telesales Operator
Countdown Customer care
01.2016 - 01.2017
- Fostered positive customer relationships through friendly and professional interactions.
- Resolved customer queries efficiently, ensuring satisfaction and trust.
- Clarified concepts and informed customers about benefits, enhancing their understanding.
- Ensured customer records were correct and up-to-date.
Checkout Operator / Supervisor
Countdown Supermarket
01.2015 - 01.2016
- Executed customer transactions, ensuring accuracy in deposits, withdrawals, and cheque processing.
- Processed cash and credit payments swiftly and accurately.
- Authorized liquor sales to customers, verifying the identification of those who appeared under the age of 25.
- Enhanced customer satisfaction by engaging in positive communication through amicable and professional interactions.
- Verified customer IDs before approving liquor sales to customers, verifying the identification of those who appeared under the age of 25.
Manufacturer and Packager
LSG Sky Chef
01.2014 - 01.2015
- Sealed boxes securely for shipping to prevent damage during transit. for shipment to ensure safe delivery.
- Cleaned and sterilized equipment and facilities.
- Cleaned and inspected equipment, kitchen appliances, and work areas.
- Organized and cleaned eating, service, and kitchen areas to promote operational efficiency.
- Maintained sanitary preparation and service areas to ensure food safety standards.
- Sealed boxes for safe transport and storage.
Education
Diploma in Business Administration -
NZ institute of Technical Training
High School Studies -
Natabua High School
Fiji IslandsPrimary Education -
Saru MGM School
Fiji Islands 01.2001 - 01.2008
Skills
- Quick learner
- Customer management
- People-oriented
- Conflict resolution
- Problem resolution
- Performance coaching
- Staff training programs
- Time management
- Decision making
- Punctuality
- Persuasive speaker
- Active listening
- Motivated team player
- Positive and friendly
- Active listening
- Willingness to learn
- Performance coaching
Timeline
Customer Service Team Lead
Wurth NZ
05.2025 - Current
Customer Service Rep
Wurth NZ
01.2022 - 05.2025
Customer Service Rep
Downer NZ
01.2019 - 01.2022
Retail Assistant
Hellers Factory Outlet Shop
01.2018 - 01.2019
Telesales Operator
Countdown Customer care
01.2016 - 01.2017
Checkout Operator / Supervisor
Countdown Supermarket
01.2015 - 01.2016
Manufacturer and Packager
LSG Sky Chef
01.2014 - 01.2015
Primary Education -
Saru MGM School
01.2001 - 01.2008
Diploma in Business Administration -
NZ institute of Technical Training
High School Studies -
Natabua High School