Theresa-Marie Wright
Taradale, Napier ,HB
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Endeavor to deliver excellence and enthusiasm to a team environment.
Overview
15
15
years of professional experience
Work History
Authorized Officer
NZ Police
09.2019 - Current
- Liaised with management and colleagues other government agencies
- Demonstrated ability to make quick decisions in stressful situations.
- De-escalated hostile situations.
- Managed and maintained safe direction of court processes with detainees.
- Delivery of duty of care for detainees whilst in custodial management (general duties)
- Knowledge and management of custodial procedures and protocols
- Knowledge of court processes and protocols
- Posses knowledge of computer systems, data entry and NIA
- Delivered safe management and transportation of Detainees between agencies (escort duty)
- Conducted security and interference management of forensic scenes (scene guarding)
- Provided crowd control for events, festivals, concerts
- Provided risk control and management of detainees on frequent and constant monitoring
- Adhered to and upheld police core values and principles
Call Center Agent
Hawkes Bay District Health Board
02.2019 - 11.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Analysed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Conducted and managed in house and incoming emergency response procedures.
- Remained calm and level head when working under pressure.
- Data and roster entry
Customer Service Representative
BP Connect
11.2018 - 09.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Served constant flow of customer with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Money handling skills
- Barrister and Café duties
- Food hygiene and handling
- Remained level headed under pressure and maintained positive attitude
Shelter Manager
SPCA
01.2011 - 10.2018
- Treated animal illnesses or injuries following experience or instructions of veterinarians.
- Prepared food, cleaned enclosures and administered medications to treat acute and chronic conditions.
- Preformed 24 hour emergency service operations
provided and assisted veterinary treatment and medications - Assessed animals for signs of injury or illness, notifying managers or veterinarians.
- Responded to customer concerns and complaints by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees/ volunteers in essential job functions. and delegation of duties.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Responded to animal welfare complaints and made critical decisions on outcomes.
- Conducted medical examinations and organized paperwork for incoming animals.
Education
Training
Victim Support
Hastings, HKB2019
Graduate Certificate - Youth Services
Workforce
Hastings, HKB2018
Graduate Certificate - Career Preparation (police)
Te Wanaga O Te Aotearoa
Gisborne, GIS2016
Graduate Certificate - Veterinary Nursing
Eastern Institute of Technology
Napier, HKB12.2011
Graduate Certificate - Animal Care
Eastern Institute of Technology
Napier, HKB2011
Skills
- Effective communication skills
- Issue and complaint Resolution
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Trustworthy and Reliable
- Great time management
- High preforming Team player /leadership
- De escalation skills
- Collating data and information
- Community relations
- Report preparation and writing
Timeline
Authorized Officer
NZ Police
09.2019 - Current
Call Center Agent
Hawkes Bay District Health Board
02.2019 - 11.2020
Customer Service Representative
BP Connect
11.2018 - 09.2019
Shelter Manager
SPCA
01.2011 - 10.2018
Training
Victim Support
Graduate Certificate - Youth Services
Workforce
Graduate Certificate - Career Preparation (police)
Te Wanaga O Te Aotearoa
Graduate Certificate - Veterinary Nursing
Eastern Institute of Technology
Graduate Certificate - Animal Care
Eastern Institute of Technology
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