Summary
Overview
Work History
Education
Skills
Timeline
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Troy Setefano

Wellington,Porirua

Summary

Dedicated customer advocate, skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly for the best outcome for customers and the business and delivers high level of service in every interaction.


I have a strong enthusiasm for staying current with the latest technological trends and advancements. I have a strong belief in the transformative power of digital solutions in simplifying and enhancing everyday life. I have a proactive approach to learning and adopting new technologies and leveraging digital tools and platforms to drive efficiency, productivity, and innovation.

Overview

10
10
years of professional experience

Work History

Platform and Customer Support Specialist

Z Energy
10.2020 - Current
  • Develop and manage dynamic dashboards and reports aimed at extracting valuable data-driven insights, contributing to the facilitation of continuous improvement initiatives.
  • Collaborate with key stakeholders to gather comprehensive business requirements, enabling informed decision-making regarding the scope and prioritization of work for various squads and participate in User Acceptance Testing.
  • Strong adaptability and the ability to navigate through ambiguity when confronted with unfamiliar projects. Display a proactive and resourceful approach by conducting thorough research, seeking guidance from subject matter experts, and exploring various possibilities to uncover solutions and insights. Embrace the challenge of working with limited information, maintaining a flexible mindset, and effectively problem-solving to make informed decisions and drive project success.
  • Conduct thorough evaluations of customer issues and analyse caller trends to identify areas requiring improvement. Implement proactive measures and corrective actions to address any identified areas and enhance overall customer experience.
  • Cultivate and sustain positive relationships with both internal and external partners, fostering an environment of collaboration and synergy by promoting effective cross-functional teamwork within agile methodologies.
  • Act as the advocate for the customer's perspective and needs within team meetings, effectively communicating their feedback, requirements, and concerns.
  • Lead the end-to-end process lifecycle by developing efficient and standardised processes that align with organisational goals and best practices. Thoroughly document these processes, including workflows, standard operating procedures, guidelines, and escalation points ensuring clarity and consistency. Continuously manage and optimise processes, implementing improvements based on feedback and data analysis. Conduct comprehensive process training sessions to ensure adherence and understanding.
  • Developed and established a comprehensive knowledge base that has become a valuable reference point for multiple stakeholders. Created and organized relevant information, procedures, and resources to facilitate efficient access and retrieval of essential information. Implemented user-friendly structures and search functionalities to enhance usability and effectiveness. Continuously updated and maintained the knowledge base to ensure accuracy and relevance, serving as a centralized repository for critical knowledge and supporting informed decision-making across various parties.

Internet Banking Solutions Consultant

ANZ Australia
09.2017 - 10.2020
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrate efficiency and effectiveness in managing high volumes of inbound calls and email customer queries. Utilise excellent time management and prioritisation skills to handle inquiries promptly while maintaining a focus on delivering quality customer service.
  • Articulate thoughts and ideas clearly and concisely, adapting communication style to suit different audiences and contexts.
  • Build positive rapport with customers by actively listening, showing empathy, and providing appropriate support and solutions. Create a safe and trusting environment that fosters customer satisfaction, loyalty, and long-lasting relationships.

Duty Manager

Hotel Bristol
05.2013 - 09.2017
  • Trained employees in essential job functions.
  • Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
  • Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
  • Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
  • Managed a large team of around 15 and delegated tasks effectively to provide top service at all times of the day and night.

Education

Bishop Viard College
Porirua, NZ

Skills

  • Excellent Communication
  • Stakeholder Engagement and Relationship Building
  • Analytical Thinking
  • Problem Solving
  • Process Documentation

Timeline

Platform and Customer Support Specialist

Z Energy
10.2020 - Current

Internet Banking Solutions Consultant

ANZ Australia
09.2017 - 10.2020

Duty Manager

Hotel Bristol
05.2013 - 09.2017

Bishop Viard College

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Troy Setefano