STEPHANIE AZZOUZI
New Lynn,Auckland
Summary
. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Dedicated and meticulous solutions consultant with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible and focused team player with expertise in customer relationship management, document control, time management and complex problem-solving. Dependable self-starter seeking to leverage background into role with a progressive organization.
Overview
17
17
years of professional experience
Work History
Management Assistant
Air New Zealand
Auckland Airport
10.2022 - Current
- Provided administrative support to management staff, including responding to customer inquiries and preparing reports.
- Organized meetings and conferences, scheduled appointments, and managed travel itineraries for senior managers.
- Handled confidential information with discretion and maintained organized filing systems.
- Assisted in the preparation of budgets by compiling data related to costs and revenues.
- Created agendas for weekly team meetings and took minutes during the meeting sessions.
- Coordinated office activities such as ordering supplies, managing mail distribution, scheduling repairs.
- Answered phone calls from vendors regarding orders or other inquiries.
- Prepared documents for external auditing processes as needed.
- Processed invoices and verified accuracy of financial documents prior to submission.
- Tracked inventory levels and placed orders when necessary to maintain adequate stock levels.
- Managed new hire trainings and onboarding to educated employees on company policies and procedures.
- Liaised between management and subordinates to exchange information, transmit directives or follow up on assignments.
- Attended meetings as management's representative to report on proceedings.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
- Coordinated and facilitated calendars to arrange appointments, meetings and conferences.
- Received and screened incoming calls and visitors, alerting management to priority matters.
- Monitored expense reports, ensuring adherence to budget guidelines.
- Utilized office management software to improve efficiency in administrative tasks.
Customer Service Associate Team Leader
Tunstall Healthcare
Brisbane, Australia
12.2018 - 10.2022
- Managed and monitored customer service team performance to ensure adherence to quality standards.
- Provided guidance, mentoring and training for new customer service associates.
- Ensured the successful resolution of customer inquiries in a timely manner.
- Conducted regular one-on-one meetings with team members to review individual goals and objectives.
- Coordinated with other departments to resolve customers' issues quickly and efficiently.
- Reviewed daily reports regarding call volume, average handle time, first call resolution.
- Performed daily audits of customer interactions within the contact center environment.
- Actively participated in departmental meetings providing updates on team achievements.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Support Specialist
BESTJET.COM
Brisbane, Australia
01.2014 - 11.2018
- Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
- Investigated customer complaints regarding product quality or service rendered.
- Created itineraries for customers, including flight bookings, car rentals and hotel reservations.
- Assisted customers in making changes to existing itineraries or canceling trips.
- Responded promptly to customer inquiries via phone, email or in-person contact.
- Collaborated with airlines, hotels and other vendors to ensure best rates for customers' trips.
- Processed payments from customers using a variety of methods such as credit cards, cash or checks.
- Tracked customer satisfaction ratings through surveys and feedback forms.
- Monitored competitors' prices and offerings to maintain competitive edge in the market.
Administrative Officer
TRAVELJETCO
Brisbane, Australia
01.2013 - 01.2014
- Coordinated travel arrangements, including flights, hotels, car rental reservations, and ground transportation.
- Assisted in the preparation of budgets by collecting data and inputting information into spreadsheets.
- Managed calendars to ensure efficient use of time; scheduled appointments as needed.
- Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
- Performed data entry tasks including entering financial transactions into the company's accounting system.
- Compiled daily activity logs and updated records with pertinent information on a regular basis.
- Answered incoming calls promptly and professionally; provided callers with accurate information or directed them to appropriate departments and personnel when necessary.
Reservation Agent
Qantas Airways
Auckland, New Zealand
01.2008 - 12.2012
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Provided customers with information on hotel services, amenities, and packages.
- Processed customer payments for reservations over the phone.
- Verified customer information including contact details and payment method.
- Scheduled reservation requests and maintained accurate records of bookings.
- Followed up with customers after their stay to ensure satisfaction and address any issues.
- Resolved guest complaints by providing exceptional customer service.
- Provided support to other departments when needed.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Created promotional materials for upcoming events or promotions at the hotel.
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
Education
Diploma Business Administration Management - Business Administration and Management
Best Training Institute
New Lynn, NZ12.2012
AIR NEW ZEALAND TRAINING CENTRE -
12.2010
DIPLOMA IN TOURISM, Tourism studies, Marketing, Airline ticketing and fares, Customer service quality -
AUCKLAND UNIVERSITY OF TECHNOLOGY
12.2009
Skills
- Willing attitude
- Commitment to grow and develop
- Excellent customer service skills
- Willing to go the extra mile attitude
- Experienced at customer service practices and procedures
- Excellent interpersonal skills
- Ability to motivate and relate to a diverse range of personality types
- Budget Administration
- Payment verification
- Administrative tasks
- Office Administration
- Embraces challenges
- Business Communications
- Meeting facilitation
References
REFERENCES ARE AVAILABLE UPON REQUEST
Timeline
Management Assistant
Air New Zealand
10.2022 - Current
Customer Service Associate Team Leader
Tunstall Healthcare
12.2018 - 10.2022
Customer Support Specialist
BESTJET.COM
01.2014 - 11.2018
Administrative Officer
TRAVELJETCO
01.2013 - 01.2014
Reservation Agent
Qantas Airways
01.2008 - 12.2012
Diploma Business Administration Management - Business Administration and Management
Best Training Institute
AIR NEW ZEALAND TRAINING CENTRE -
DIPLOMA IN TOURISM, Tourism studies, Marketing, Airline ticketing and fares, Customer service quality -
AUCKLAND UNIVERSITY OF TECHNOLOGY
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