Viv Smith
Lower Hutt,New Zealand
Summary
I have with a track record of managing a wide variety of customer service issues quickly and efficiently, with a can do attitude , humour and a willingness to help at all times
Overview
20
20
years of professional experience
Work History
Customer Service Manager
Post Haste Couriers
Ngauranga, Wellington
03.2019 - Current
- Contributed to operational efficiency and strategic planning within branch management team.
- Ensured compliance in call center operations through diligent monitoring of policies and procedures.
- Provided courteous service while managing routine inquiries and resolving complaints.
- Facilitated training for new hires on company protocols and customer service excellence.
- Executed quality assurance reviews on calls, emails, and chat sessions to maintain high standards.
- Promoted effective resolution of customer inquiries through coordinated cross-departmental communication.
- Developed performance reports detailing metrics such as average response time and resolution rates.
- Addressed escalated customer issues swiftly while maintaining strong relationships.
Retail Assistant
Pete's Emporium
Lower Hutt, Wellington
03.2018 - 03.2019
- Operated register, processed cash and credit card transactions efficiently.
- Verified details of daily transactions to ensure accuracy.
- Maintained store cleanliness, tidiness, and security to enhance customer experience.
- Handled customer complaints professionally to resolve issues effectively.
- Greeted customers and anticipated needs to provide exceptional service.
- Changed store displays and organized merchandise for optimal visibility.
Customer Service Manager - Maternity Cover
Post Haste Couriers
Ngauranga, Wellington
10.2017 - 03.2018
- Managed daily operations of customer services team, ensuring efficient workflows and high performance.
- Recruited and onboarded four staff members to enhance team capabilities.
- Compiled daily statistics to evaluate productivity at both team and individual levels.
- Coached eight staff members through constructive feedback sessions each month.
- Assisted other departments as needed to support overall business operations.
- Recorded daily statistics for another branch to facilitate effective management.
- Handled escalated calls and emails, resolving customer issues promptly.
- Established return-to-work documentation to address unplanned leave and improve attendance.
Customer Service Manager
Courier Post
Kaiwharawhara, Wellington
02.2008 - 09.2017
- Led oversight of three departments in Central region: Freight investigations, Claims, Card to Call.
- Managed 20 team members across two locations, ensuring efficient performance.
- Supervised four customer support teams' daily activities, enhancing operational efficiency.
- Developed programs that maximized customer satisfaction through comprehensive product knowledge.
- Recruited staff and delivered detailed monthly departmental reports to senior management.
- Communicated expectations clearly to team members, fostering a collaborative environment.
- Streamlined departmental expenses to consistently remain within budgetary constraints.
Team Leader
NZ Post
Petone, Kaiwharawhara & Lower Hutt
07.2005 - 02.2008
- Managed CSR performance through timely feedback on call quality and workplace expectations.
- Handled escalation calls and resolved customer inquiries to maintain workflow efficiency.
- Developed and empowered CSRs, promoting growth from senior roles to team leadership.
- Utilized strong organizational skills to meet deadlines for monthly performance appraisals and reports.
- Fostered a culture of safety and support within the team and the wider CSC community.
Skills
Management experience
Strong leadership skills
Customer Service skills
Can-DO attitude
Performance Management
Referees
Will be provided upon request
Timeline
Customer Service Manager
Post Haste Couriers
03.2019 - Current
Retail Assistant
Pete's Emporium
03.2018 - 03.2019
Customer Service Manager - Maternity Cover
Post Haste Couriers
10.2017 - 03.2018
Customer Service Manager
Courier Post
02.2008 - 09.2017
Team Leader
NZ Post
07.2005 - 02.2008