Taani Samani
Manukau,Mangere
Summary
Experienced Contact Centre specialist for more than 5 years across different industries such as international credit cards, insurance and council utilities. consistently aim to exceed expectations of all key performance indicators and strive to ensure each customer has an efficient and pleasant experience. A strong team player and works well under pressure. Constantly seeking areas of improvement in all aspects of any role and am not afraid to ask questions when necessary.
Overview
16
16
years of professional experience
Work History
Learning Assistant
Holy Cross School Papatoetoe
01.2017 - Current
- Enhanced and assisted students in literacy, comprehension and mathematics.
- Organised extra-curricular activities for students.
- Assisted technology planning and teaching students in hard materials.
- Provided transportation of students to and from required venues.
- Promoted a positive learning environment through consistent reinforcement of classroom and school's expectations.
- Tailoring lessons to address specific strengths and weaknesses for each student.
Customer Service Representative (WOW Insurance)
Salmat
05.2015 - 11.2016
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call centre processes for improved efficiency and reduced wait times.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and generating online quotes when necessary, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Specialist, (WOW Credit Cards)
Salmat
02.2010 - 05.2015
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Reduced response time for customer inquiries by streamlining communication processes.
- Managed high call volume while maintaining a courteous and professional manner
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions within company policies and enhancing customer experience
Customer Service Representative (Manukau Water)
Manukau Water
01.2008 - 01.2010
- Organised daily diary of council engineers for approvals of public connections to various sites and construction projects.
- Use of company vehicles investigating commercial/public sites for water connections.
- Assist connection applications with approved licensed contractors.
- Provide necessary documentation for engineers of connections and sites to allow efficiency during approvals.
- Use of council approved online sites to attain construction site information.
Skills
- Experienced in numerous high demand, high volume roles
- Active listener
- Effective problem solver
- Consistent high feedback both internally and externally
- Ability to be adaptability and flexibility whilst handling customer queries
- Strive for customer resolution on initial contact
Timeline
Learning Assistant
Holy Cross School Papatoetoe
01.2017 - Current
Customer Service Representative (WOW Insurance)
Salmat
05.2015 - 11.2016
Customer Service Specialist, (WOW Credit Cards)
Salmat
02.2010 - 05.2015
Customer Service Representative (Manukau Water)
Manukau Water
01.2008 - 01.2010
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