Sofia Pette
Auckland
Summary
Experienced and adaptable customer service professional with a diverse background in automotive technology, retail, and hospitality. Demonstrated ability to consistently provide exceptional customer experiences while efficiently managing multiple tasks. Proficient in cash handling, upselling, and conflict resolution, with a strong dedication to teamwork and customer satisfaction. Excited to utilize extensive knowledge and expertise in customer service for a customer-centric role in the service industry, while also leveraging administrative skills to contribute to efficient operations and support business functions.
Overview
7
7
years of professional experience
Work History
Customer Care Consultant
New Zealand Automobile Association
05.2024 - Current
- Cross-Functional Collaboration: Worked with cross-functional teams to identify and implement improvements in customer service processes.
- Peak Period Support: Provided excellent support during peak periods, efficiently managing increased call volumes while maintaining service quality.
- High-Pressure Management: Handled high-pressure situations professionally, maintaining strong rapport with clients during challenging interactions.
- Issue Resolution: Resolved complex customer issues, ensuring a positive and efficient experience for all clients.
Apprentice Technician
Auckland City Toyota Greenlane
11.2023 - 05.2024
- Vehicle Servicing & Diagnostics: Perform routine vehicle servicing, fault diagnosis, and recommend repairs based on identified issues.
- Training & Development: Complete Toyota technical and MITO Apprentice training, staying updated on industry procedures and technical skills.
- Repairs & Installation Support: Assist experienced technicians in diagnosing, repairing, and installing complex automotive parts and components.
- Work Environment & Tool Proficiency: Maintain a clean, organized, and safe work environment, while becoming proficient with diagnostic tools to improve repair efficiency.
Storeperson
Woolworths New Zealand
03.2023 - 11.2023
- Goods Unloading & Receipt: Unload goods from supplier trucks, receive, scan, and check items against orders, ensuring accurate delivery and condition.
- Quality Control & Inventory Management: Inspect goods for damage upon receipt and perform stock control, following proper warehouse/storage procedures for efficient inventory handling.
- Equipment Handling & Safety: Safely operate a pallet jack to move goods within the warehouse, adhering to health and safety regulations to minimize hazards.
- Health & Safety Compliance: Follow workplace safety procedures to ensure a safe environment and mitigate potential risks.
Customer Service Team Member
Mitre 10 MEGA Albany
02.2022 - 12.2022
- Customer Support & Escalations: Address customer queries across various channels, resolve escalations, and ensure high levels of satisfaction.
- Order Coordination & Cash Handling: Manage repairs, special orders, returns, and payments, ensuring smooth transactions and security in financial operations.
- Team Leadership & Training: Mentor and train new team members, fostering a collaborative and knowledgeable environment.
- Systems & Inventory Management: Utilize POS, sales, inventory, and CRM systems to support daily operations and maintain accurate records.
Crew Member
McDonald's Grey Lynn
08.2019 - 10.2020
- Customer Service & Sales: Deliver excellent customer service to meet targets, upsell add-ons, and assist customers with diverse language needs.
- Order Accuracy & Delivery: Accurately pack online orders (UberEats) and ensure timely delivery, while promoting best practices among delivery partners.
- Surpassing Expectations & Training: Exceed customer and manager expectations and train new crew members on counter, drive-thru operations, and POS systems.
- Complaint Handling & Support: Address customer complaints and manage difficult situations, with a solution-focused approach.
Packing & Print Finishing
Finely Finished Ltd
10.2018 - 08.2019
- Folding and Forming: Prepare and fold printed goods like folders and display items for distribution.
- Product & Food Packing: Pack products and food items for distribution, promotional purposes, and gifting, ensuring safe handling.
- Bespoke Packaging Assembly: Assemble custom packaging for export orders, tailoring it to specific requirements.
- Reception Support: Assist with administrative tasks and provide support in reception as needed.
Education
Certificate in Automotive Engineering Level 3 -
Unitec
11.2023
National Certificate of Educational Achievement -
Western Springs College
Western Springs, NZ01.2020
Skills
- Customer experience & service
- Cash handling/EFTPOS systems proficiency
- Upselling skills
- Quick decision-making ability
- Learns efficiently and effectively
- Risk analysis proficiency
- Strategic thinking
- Conflict resolution skills
- Team culture oriented
- Service-oriented and dedicated to deliverables
Timeline
Customer Care Consultant
New Zealand Automobile Association
05.2024 - Current
Apprentice Technician
Auckland City Toyota Greenlane
11.2023 - 05.2024
Storeperson
Woolworths New Zealand
03.2023 - 11.2023
Customer Service Team Member
Mitre 10 MEGA Albany
02.2022 - 12.2022
Crew Member
McDonald's Grey Lynn
08.2019 - 10.2020
Packing & Print Finishing
Finely Finished Ltd
10.2018 - 08.2019
Certificate in Automotive Engineering Level 3 -
Unitec
National Certificate of Educational Achievement -
Western Springs College
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