Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Tom Watson

Kilbirnie

Summary

Dynamic Customer Contact Officer at 4Mile with a proven ability to handle sensitive calls and mentor junior staff. Skilled in CRM systems, I enhanced onboarding processes and streamlined operations, ensuring efficient rescues and high-quality service. Committed to fostering teamwork and achieving exceptional outcomes in any work environment.

Overview

6
6
years of professional experience

Work History

Customer Contact Officer

4Mile
09.2021 - Current
  • Inbound and outbound calling for WIRES Wildlife Rescue
  • Received and actioned inbound calls from vets, volunteers, customers and concerned members of the public.
  • Transferred and archived all relevant information between CRM's and applications to ensure correct and efficient rescues.
  • Handled multiple email inboxes.
  • Independent overnight work which included formulating an employee shift report and grading other agents for quality assurance.
  • Mentored junior staff, fostering skill development and knowledge sharing.
  • Helped develop and implement training materials for new employees, enhancing onboarding processes.
  • Handled calling for other organizations such as Triton Commercial Systems, PLUS ES Metering and Open Insurance.
  • Coordinated operations with other rescue and emergency groups.

Finishing Assistant

PrintCraft
11.2019 - 09.2021
  • Aligned, folded, broke out, stacked and packed printed products (brochures, product packaging, inserts etc.) for a multitude of clients.
  • Collaborated with team members to streamline workflow and enhance production efficiency.
  • Inspected finished products for defects, maintaining high-quality control measures.
  • Maintained safety protocols and organization of product storage and placement in and around production machinery.

Assistant Baker

Bread Craft
08.2019 - 11.2019
  • Measured and mixed ingredients, operated hoppers and sorters and loaded ingredients in and out of an industrial oven
  • Maintained a clean, organized factory floor to maximize efficiency and food safety.
  • Lifted and moved items weighing over 10 kilograms regularly.
  • Worked efficiently in tandem with other production line employees to achieve the desired level of production.
  • Partially disassembled, moved around and deep-cleaned baking machinery.
  • Followed and implemented deep-clean and sanitation requirements of the whole factory floor for moving to a gluten-free environment.

Education

Level 3 Horticulture -

Open Polytechnic
Wellington
09-2025

Diploma of Animation And Film -

Yoobee Colleges
Wellington
10-2021

Skills

  • Professional and courteous phone and speaking manner - Handling sensitive and emotional calls in a way that respects the situation and assists the people in need
  • Work coordination - Working alongside a team to achieve the desired outcomes
  • Independent working - Maintaining a professional and high level of work whilst the only one in the office
  • Adobe Creative Cloud - Illustrator, InDesign, PhotoShop etc
  • Microsoft Office - Word, PowerPoint, Excel etc
  • CRM use - Nobel Systems, Alvaria, Tall Emu, xMatters etc

Accomplishments

  • Awarded "Agent of The Year" for 2024
  • Awarded "Agent of the Month" 5 times over my employment
  • Helped in overhauling the training guide and affected real change in how training/onboarding was conducted.
  • Achieved the second highest number of calls handled for two years in a row - Whilst only available for 4 days of the week at the time.

Timeline

Customer Contact Officer

4Mile
09.2021 - Current

Finishing Assistant

PrintCraft
11.2019 - 09.2021

Assistant Baker

Bread Craft
08.2019 - 11.2019

Level 3 Horticulture -

Open Polytechnic

Diploma of Animation And Film -

Yoobee Colleges

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Tom Watson