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Work Background
Kitchen Mania LtdAfter Sales Customer Service Coordinator
Aug. 2021Auckland, New Zealand
Auxo SoftwareSupport Centre Manager
Jul. 2019 - Aug. 2021Auckland, New Zealand● Management of Helpdesk Support Team ○ Review processes and procedures to improve customer services and operations between departments ○ Manage service standards are met ○ Managing customer feedback, to ensure that we are proactively providing resolutions for issues and continuously improving standards. ○ Manage day to day operations within customer services ○ Conflict and escalation resolution ○ Implementing training matrix to ensure staff obtain and develop the skills needed ● Senior management duties ● Scheduling for: ○ Call centre cover ○ Software implementations ○ Software upgrades ○ Testing of software for development ○ Training sessions for customers ● Projects ○ Implementation of upgraded phone system ● Managing relationships between departments – Support Centre, Engineering and System Development team ● Systems used: ○ Zeacom ○ Cradle ○ Hubspot
Hallenstein Glassons Holdings LtdCustomer Service Manager
Jul. 2018 - Jul. 2019Newmarket● Management of Customer Services Team ○ Order changes ○ Review processes and procedures to improve customer services and operations between departments ○ Manage service standards are met ○ Point of contact for feedback (both online and instore), to ensure that we are proactively providing resolutions for issues and continuously improving standards ○ Dealing with escalations and consumer guarantees act for NZ and Australia ○ Manage day to day operations within customer services ○ Conflict and escalation resolution ○ Managing customer-facing channels – Live Chat, Facebook, Instagram, Twitter, Emails ● Projects ○ Implementation of upgraded phone system ○ Upgrade of Zendesk system to being multi branded and omni-channel ● Management of communications with public (Livechat, Facebook, Instagram, Twitter) ● Managing relationships between departments –Distribution Centre, IT, Production, Buying and Webshop ● Developing, managing and coordinating training to ensure staff obtain and develop the skills needed ● Systems used: ○ Zendesk ○ Vadacom – Buddy phone system
The Comfort Group - Asia PacificCustomer Journey Specialist
Jun. 2017 - Jul. 2018Auckland, New Zealand● Management of Customer Services Team ○ Live Chat specialists, Australian Despatch and Warranty Resolutions team ○ Review processes and procedures to improve customer services ○ Manage service standards are met ○ Point of contact for feedback, to ensure that we are proactively providing resolutions for issues and continuously improving standards. ○ Dealing with escalations and consumer guarantees act for NZ and Australia ○ Manage day to day operations within customer services ○ Conflict and escalation resolution ● Projects ○ Assist with implementing delivery services throughout Australia ○ Implementation of improvement to delivery services through Western Australia, South Australia, Tasmania and Queensland ● Management of communications with public (Social media, online reviews) ● Developing, managing and coordinating training to ensure staff obtain and develop the skills needed ● Systems used: ○ Zendesk ○ IPFX ○ Cisco Jabber
Carpet Court New ZealandOrder Management Team Leader
Mar. 2015 - May. 2017Auckland, New Zealand● Customer services ○ Managing service standards are met ○ Point of contact for feedback, to ensure that we are proactively providing resolutions for issues and continuously improving standards ○ Managing customer relationships ● Credit management and processing ● Manage day to day operations within customer services ● Implementation for SLA’s and department KPI’s ● Facilitating and chairing meetings throughout the warehouse ● Developing, managing and coordinating training to ensure staff obtain and develop the skills needed ● B2B implementation throughout the country ● Systems used: ○ RFMS
PlacemakersCustomer Services and Store Operations Manager
May. 2013 - Mar. 2015Mt Wellington, Auckland● Customer services ○ Managing service standards are met ○ Point of contact for feedback, to ensure that we are proactively providing resolutions for issues and continuously improving standards ○ Managing customer relationships ● Oversee and manage day to day operations in the showroom ● Implementation for various business standards and KPI’s ● Facilitating and chairing meetings throughout the branch ● Developing, managing and coordinating training to ensure staff obtain and develop the skills needed ● Advising on sales and promotions to increase profit margin ● Visual merchandising of promotional/seasonal products ● Loss prevention initiatives ● Coordinating inventory management and procurement opportunities ● Customer account administration ● Completion of the Fletcher Building Step Up Leadership course
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