Thanh Thai
Summary
As an individual, I've grown within the company gaining many knowledge and skills since July 2022. Some of the skill and knowledge that I've acquired are being able to adapt to numerous situations from being a banker 1-3 and dealing with customers by embedding the BNZ core values (Being respectful, Own it, Excellence for customer and growing together). I have stepped up by taking more responsibilities such as an acting assistance team manager since March 2023 such as dealing with customers complaints, making call back to customers for NPS surveys, being reliable whilst also supporting bankers and assisting team managers within the Auckland CCH Team. Although I was assisting and taking up more responsibilities, this has not adhered me from stopping my progression through BCAP levels as this is also a priority for banker's progression. Since my journey in this role, I've experienced personal development within the company alongside my colleagues, but I also would like to extend what I've learnt and gain more skills furthering my career within the leadership role.
Overview
8
8
years of professional experience
Work History
Customer Service Solution / Acting ATM
Bank of New Zealand
Auckland, Auckland
07.2022 - Current
- Work alongside with Team Manager to be able to gather insights and create actions to highlight/reduce pain points.
- Maintain a high performing team culture through leading team huddles and team focus sessions.
- Actively identify any areas of opportunities for bankers using daily reports and analyzing metrics to efficient service our customers.
- Lead and motivate the team through coaching, performance management and training.
- Act as escalation point for customers complaints, Voice of Customer (NPS) Surveys and ensuring these are acknowledged and resolved within timeframes. Feedback regularly given to banker if there are any opportunities identified.
- Great Knowledge of BNZ's systems and core products
- Providing customer excellence to all customers and aiming to provide a first call resolution.
- Working collaboratively with internal departments to ensure customer request are actioned correctly.
- Providing customer with reasonable outcome by setting right expectations and providing correct information.
Sales Consultant - Easyauto123 Manukau
Eagers Automotive Limited
11.2020 - 06.2022
- Energetic and motivated to interact with all customers.
- Proven sales abilities and track record of success.
- Excellent literacy and number skills
- Being able explain the business motto and remove the thought of negotiating on "Best price guarantee"
- Maintaining inquiry coming in and making sure that all are attended in a timely manner.
Lead Passenger Service Agent
Menzies Aviation
Auckland
05.2018 - 09.2020
- Operated for Qantas Airways/ Philippines Airlines and Hawaiian Airlines as a Lead agent and service control.
- Manage daily operations alongside with team lead and updating flight status and information.
- Monitor cabin capacity and catering meals for flight.
- Monitor and amend flight two days prior departure.
- Country visa entry and requirements and queries
- Dealing with disruption and irregularities with confidence and compose
- Board customers onto flights whist complying with safety and security procedures
Crew Staff / Mc Cafe Barista
Mc Donalds
Auckland
11.2015 - 05.2018
- Multi-tasking by assisting different customers simultaneously.
- Trained and upskilled new and existing employees
Education
Travel And Tourism -
ITC New Zealand Travel
11-2018
Skills
- Team Building And Leadership
- Team Training
- Training And Coaching
- Customer Complaint Resolution
References
References available upon request.
Timeline
Customer Service Solution / Acting ATM
Bank of New Zealand
07.2022 - Current
Sales Consultant - Easyauto123 Manukau
Eagers Automotive Limited
11.2020 - 06.2022
Lead Passenger Service Agent
Menzies Aviation
05.2018 - 09.2020
Crew Staff / Mc Cafe Barista
Mc Donalds
11.2015 - 05.2018
Travel And Tourism -
ITC New Zealand Travel
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