Shannon Cassidy
Te Awamutu
Summary
Dynamic customer service professional with proven success at Te Wananga O Aotearoa, enhancing first call resolution rates through expert problem-solving and effective communication. Skilled in data entry and team collaboration, I consistently improve customer satisfaction by delivering tailored solutions and managing high call volumes efficiently.
Professional with strong background in customer service and communication, well-prepared to excel in this role. Known for effectively handling customer inquiries, resolving issues, and adapting to dynamic environments. Skilled in team collaboration, problem-solving, and maintaining high standards of service. Dependable, adaptable, and focused on achieving results while meeting organizational goals.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
9
9
years of professional experience
Work History
Contact Center Representative
Te Wananga O Aotearoa
10.2022 - Current
- Provided exceptional customer service by actively listening to inquiries and offering personalized solutions.
- Participated in regular team meetings, sharing insights on common issues faced by customers for collective problem-solving efforts.
- Increased first call resolution rates by utilizing comprehensive product knowledge and problem-solving skills.
- Navigated multiple software applications simultaneously, ensuring accuracy and efficiency in handling customer inquiries.
- Improved customer satisfaction by efficiently addressing and resolving issues in a timely manner.
- Maintained detailed records of customer interactions, ensuring accurate documentation for future reference.
- Managed high call volume while remaining focused on delivering excellent customer experiences.
Checkout Operator
Pak N Save
05.2016 - 12.2019
- Maintained a clean and organized checkout area, ensuring a positive shopping experience for patrons.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Provided exceptional service to customers, promptly addressing concerns and answering inquiries.
- Collaborated with team members to manage long lines during peak hours, streamlining the checkout process for all customers.
- Enhanced customer satisfaction by efficiently scanning items and accurately processing payments.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Handled returns and exchanges professionally, upholding company policies while providing excellent customer service.
Pool Lifeguard
Go Waipa
02.2017 - 08.2017
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Monitored safety of guests in and around swimming pool.
- Maintained a clean and orderly pool area, ensuring a welcoming environment for patrons.
- Attentively monitored swimmers to identify distress.
- Implemented emergency action plans when necessary, coordinating with other staff members for efficient responses.
- Enhanced swimmer safety by vigilantly monitoring pool activities and enforcing rules.
Education
Certificate - Certificate in Te Ara Reo Māori (He Pī Ka Pao)
Te Wānanga O Aotearoa
Te Awamutu, NZ04-2025
Certificate - Business Administration And Technology Level 3
Te Pūkenga
Cr Angelesa And Nisbet Streets, Hamilton, Hamilton11-2023
NCEA 1&2 -
Te Awamutu College
Te Awamutu, NZ12-2012
Skills
- Customer service
- Data analysis
- Team collaboration
- Sales strategies
- Microsoft Office
- Workload management
- Call handling
- Data entry
- Inbound phone calls
- System documentation
- Customer support
Timeline
Contact Center Representative
Te Wananga O Aotearoa
10.2022 - Current
Pool Lifeguard
Go Waipa
02.2017 - 08.2017
Checkout Operator
Pak N Save
05.2016 - 12.2019
Certificate - Certificate in Te Ara Reo Māori (He Pī Ka Pao)
Te Wānanga O Aotearoa
Certificate - Business Administration And Technology Level 3
Te Pūkenga
NCEA 1&2 -
Te Awamutu College
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