Te Puhi O Aotea Netana
Auckland,New Zealand
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Training & Quality Supervisor
Concentrix
01.2020 - Current
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated employee performance and coached and trained to improve weak areas.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Championed continuous improvement efforts within the organization by promoting best practices for processes, tools, or technologies.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Monitoring and assessing delivery transactions and facilitating coaching sessions for the account
- Delivering training sessions and monitoring trainee performance against training program requirements for both new and existing advisors
- Meeting with client and operational stakeholders to discuss internal and client-related updates/concerns for T&Q and create action plans.
- Generating quality insights, business improvement opportunities and timely reports on both Training and Quality performance and KPIs
- Demonstration of resilience and flexibility in fast paced work environmentenvironment
Warehouse Picker
Gordon & Gotch Limited
- Picking & Packing orders for Queensland Newsagents
Customer Service Team Leader
Concentrix Limited Global CX
11.2015 - Current
- Providing guidance and assistance to team of customer service representatives for retail client
- Managed team timesheets for Payroll, Leave entitlements and resolving pay issues
- Managing monthly performance of individual team members, and overall team performance to meet performance expectations, targets and KPIs, as per client requirements
- Monthly call quality assurance evaluations and coaching for team of approx
- Providing assistance to operational staff with maintaining service levels, customer resolution and product and process knowledge
- Collaborating with leadership team to innovate, and provide value to our client by suggesting better process improvements, strategies to improve sales targets and staff engagement
- Collaborating with leadership to to ensure we are maintaining and promoting a safe, open and fun work environment for our staff.
- Championed a culture of teamwork and collaboration within the department, resulting in higher employee morale.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked well in a team setting, providing support and guidance.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Customer Service Representative Supervisor
Concentrix Limited
05.2015 - 11.2015
- Providing support to front line customer service representatives working for national airline carrier client
- This role provided assistance with information on airline fare rules, routing, seating, baggage, meals, schedules, ticketing information, and ticketing in airline reservations systems for domestic & short haul front line reservations staff in a call centre environment
- Including decision making and authorities for exceptional customer situations, travel, fares and ticketing within the client internal standard operating procedures
- Assisting with customer escalations, taking ownership where appropriate to resolve customer relationship issues, including liaising with internal business areas to provide a reasonable resolution for customer travel itineraries, airfares and scheduling.
Airline Reservations Consultant
Concentrix Limited
12.2013 - 05.2015
- Airline reservations representative trained in domestic, international short haul and international long haul fares, rules and routing, schedules
- Managing calls from customers seeking assistance with travel, including fares, fare rules, ticketing, ticketing changes, accommodation, travel packages and special fares, transfers, frequent flyer reward travel for airline client services.
Agent Reservations Airline
Air New Zealand
06.2008 - 12.2013
- Fully trained Airline Reservations Agent for domestic, shorthaul, longhaul customers
- In my time with the company I was invited to join the Premium Team after two years, dedicated to Air New Zealand Airpoints Frequent Flyer members, and Parliamentary travel bookings
- I also transferred to Corporate Group bookings for 18 months with Air New Zealand Corporate Travel division, specifically group travel for corporate customers.
- Promoted current airline marketing campaigns and promotions.
- Informed clients of policies and procedures.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Managed complex cases involving high-risk clientele or unique circumstances, successfully mitigating potential challenges through diligent research and collaboration with colleagues.
Postie Pre Sort
NZ Post Limited
06.2004 - 04.2008
- Accurate & fast manual sorting of Postal runs for Auckland suburbs and Greater Auckland region
- High attendance level - Night Shift
- Ability to work unsupervised and voluntarily filled in productivity gaps where needed
Bank Officer
Bank Of New Zealand
11.1985 - 04.1999
- Frontline customer services; Opening/Closing, Transferring accounts
- Promote new accounts and services to customers to meet personal banking needs
- Commercial and Personal Teller
- International Foreign Exchange Teller
Education
University Entrance -
Northland College
07.1985
Skills
- Customer Relationships
- Customer Service
- Troubleshooting
- Flexible and Adaptable
- Teamwork and Collaboration
- Mentoring and training
- Processes and procedures
- Complex Problem-Solving
- Staff Management
- Process Improvement
- Quality Assurance Controls
- Product Knowledge
- De-Escalation Techniques
- Attention to Detail
- Customer Relationship Management
- Subject Matter Expert
Personal Information
- Date of Birth: 11/23/67
- Nationality: NZ Maori
- Driving License: Full NZ Drivers licence
References
- Daniel Matenga - Operations Manager, Concentrix Limited, daniel.matenga@concentrix.com, +64 0212122776
- Tim Roberts - Country Leader, Concentrix Limited, tim.roberts@concentrix.com, +64 021507790
Certification
St Johns First Aid Level 2
Languages
Korean
Elementary
Maori
Elementary
Timeline
Training & Quality Supervisor
Concentrix
01.2020 - Current
Customer Service Team Leader
Concentrix Limited Global CX
11.2015 - Current
Customer Service Representative Supervisor
Concentrix Limited
05.2015 - 11.2015
Airline Reservations Consultant
Concentrix Limited
12.2013 - 05.2015
Agent Reservations Airline
Air New Zealand
06.2008 - 12.2013
Postie Pre Sort
NZ Post Limited
06.2004 - 04.2008
Bank Officer
Bank Of New Zealand
11.1985 - 04.1999
Warehouse Picker
Gordon & Gotch Limited
University Entrance -
Northland College
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