Summary
Overview
Work History
Skills
Referees
Timeline
Generic

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
Viv Smith