April Astley Email & Phone Number

Auckland, New Zealand

Takapuna & Sale Street Auckland Cbd

Switch Utilities was acquired by by Vocus Group* Mass Contact Centre Recruitment for our Consumer brands - Orcon & Slingshot.* Training Facilitator for Orcon, Slingshot and Flip Customer Service & Technical Support.

Takapuna, North Shore, Auckland

• Managing all inbound customer service enquiries received including sales related enquiries with the intent of first call resolution.• Managing the debt collection process from sending out reminder letters, to outbound calls and setting up payment arrangements with customers.• Handling customer complaints with resolution, satisfying the customer while taking into account business needs.• Managing the inbound queue and ensuring that maximum efficiency. and productivity is achieved… Show more • Managing all inbound customer service enquiries received including sales related enquiries with the intent of first call resolution.• Managing the debt collection process from sending out reminder letters, to outbound calls and setting up payment arrangements with customers.• Handling customer complaints with resolution, satisfying the customer while taking into account business needs.• Managing the inbound queue and ensuring that maximum efficiency. and productivity is achieved. • Identifying vacant sites that are showing electricity consumption and managing the vacant process to ensure minimal financial loss to the business.• Working closing with the Business Service Manager and Operations team to improve current processes and how we can implement changes via change control.• Ongoing creation of procedure documentation and process maps for our customer service and debt collection processes for the company’s knowledge base and audit purposes. • Assisted with the implementation and preparation of becoming an audited Type 1 retailer.• Assisted with the improvement and implementation of the company’s current IVR system.• Providing aged debtors reporting for management.• Identifying any system breakdowns and relaying this information to the appropriate business area/department and logging these in the breakdown register.• Ensuring all correspondence (email, post, and fax) received from customers is processed and filed accordingly against the customer file.• Creation of customer communications that are sent via post or email. Show less

Auckland, New Zealand

• Assisting the Commercial & Agri Relationship Managers and Associates in maintaining their customer relationships by being the first point of contact for their day-to-day transactional requirements.• Supporting multiple Relationship Managers to achieve targets and drive performance to deliver growth.• Delivering quality customer service within expected timeframes and service level agreements.• Identifying cross-sell opportunities and referrals to Relationship… Show more • Assisting the Commercial & Agri Relationship Managers and Associates in maintaining their customer relationships by being the first point of contact for their day-to-day transactional requirements.• Supporting multiple Relationship Managers to achieve targets and drive performance to deliver growth.• Delivering quality customer service within expected timeframes and service level agreements.• Identifying cross-sell opportunities and referrals to Relationship Managers.• Building relationships and networking with clients.• Coordinating and arranging for the completion of all post loan approval documentation in a timely and accurate manner.• Liaising with solicitors for loan settlements and draw downs.• Proactive calling to acquire new investment deposit opportunities.• Being a control point between Relationship Managers and the adherence to process, policy, risk and compliance.• Ensuring accurate input of all facility limits into relevant systems and that all legal conditions/precedents are met. Show less

Auckland, New Zealand

• Coordinating and arranging for the completion of all post loan approval documentation in a timely and accurate manner.• Liaising with solicitors for loan settlements and draw downs.• Ensuring accurate input of all facility limits into relevant systems and that all legal conditions/precedents are met.• Being a control point between Relationship Services Manager and the adherence to process, policy, risk and compliance.• Co-ordinate with other team members to allocate and… Show more • Coordinating and arranging for the completion of all post loan approval documentation in a timely and accurate manner.• Liaising with solicitors for loan settlements and draw downs.• Ensuring accurate input of all facility limits into relevant systems and that all legal conditions/precedents are met.• Being a control point between Relationship Services Manager and the adherence to process, policy, risk and compliance.• Co-ordinate with other team members to allocate and deliver on required tasks. • Completed and presented team statistics on a daily basis. Show less

Level 1 East, 12-16 Nicholls Lane, Carlaw Park, Parnell Auckland, New Zealand

• Handling customer complaints with resolution, satisfying the customer while taking into account business needs.• Leading and inspiring the team to achieve their targets and KPI's.• Maintaining the high quality standards and serving as a role model to my peers.• Refined my time management skills.• Managing the inbound queue and ensuring that maximum efficiency and productivity is achieved.• Coaching and developing my team members to assist with their career… Show more • Handling customer complaints with resolution, satisfying the customer while taking into account business needs.• Leading and inspiring the team to achieve their targets and KPI's.• Maintaining the high quality standards and serving as a role model to my peers.• Refined my time management skills.• Managing the inbound queue and ensuring that maximum efficiency and productivity is achieved.• Coaching and developing my team members to assist with their career development.• Managing poor work performance and sick leave.• Being a motivator to the Customer Service team. • When there are high call volumes assisting on the phones to help the team. • Working in collaboration with our 24/7 after hours call centre to make sure they are updated with any changes. • Organise training workshops and material when new products are introduced. • Performance Reviews and management.• Assisting with Contact Centre Reporting for management.• Ensuring all correspondence (email, post, and fax) received from customers is processed and entered into the correspondence log for easy tracking. Show less

37 Pitt Street, Sydney, Australia

• Maintaining good rapport with our customers.• Providing superior service to customers and other staff and to assess and meet customer needs and wants as appropriate. Taking responsibly for and ensuring their needs are met and their expectations are managed in a friendly, professional manner.• Effective problem resolution.• Responsibility of branch bulk cash holding – ordering and clearing cash.• ATM Servicing – Balancing and replenishments.• Reconciliation of branch daily… Show more • Maintaining good rapport with our customers.• Providing superior service to customers and other staff and to assess and meet customer needs and wants as appropriate. Taking responsibly for and ensuring their needs are met and their expectations are managed in a friendly, professional manner.• Effective problem resolution.• Responsibility of branch bulk cash holding – ordering and clearing cash.• ATM Servicing – Balancing and replenishments.• Reconciliation of branch daily reports• International transactions including purchase/sale of foreign currency and international money transfers.• Daily teller cash drawer balancing.• Team Work to ensure effective, efficient daily running of branch. To ensure that all tasks are completed by the end of the day, and to work at achieving the branches target. Show less

Wairau Park, North Shore, Auckland

Key responsibilities as per above.

Penrose, Auckland

• Second point of contact to Team Leader, in helping other team members with customer enquiries• Looked upon to assist our contact centre teams when Team Leaders are in meetings or off-site.• Assist with training inductions with new recruits to the bank as subject matter experts.• Phone based contact with ANZ/Non ANZ customers/Contact Centre Staff/Branch staff• Basic Data Entry• Answering complex questions from other team members• Customer Service - Provide superior… Show more • Second point of contact to Team Leader, in helping other team members with customer enquiries• Looked upon to assist our contact centre teams when Team Leaders are in meetings or off-site.• Assist with training inductions with new recruits to the bank as subject matter experts.• Phone based contact with ANZ/Non ANZ customers/Contact Centre Staff/Branch staff• Basic Data Entry• Answering complex questions from other team members• Customer Service - Provide superior service to customers and other staff and to assess and meet customer needs and wants as appropriate. Taking responsibly for and ensuring their needs are met and their expectations are managed in a friendly, professional manner.• To respond to and act upon customer enquiries by providing the customer with a quality experience and to add value to the contact by providing excellent quality service, achieving sales and effective problem resolution.• Deal with challenging customers/situations• Responsible for ensuring that all of my team’s stats are within required timings.• Loading adjustments and ensuring team is achieving CTS.• Providing support to my peers and being able to be trusted to come to for advice/help.• Team Work• Performance Management Show less

Penrose, Auckland

• Taking customer complaints and resolving the problems.• Leading and inspiring the team to achieve their targets.• Maintaining the high quality standards.• Developed time management skills.• Coaching the team if they are not following the right processes.• Adherence to grade of service (GOS) and Commitment to Schedule (CTS) - Managing the inbound queue and ensuring that maximum efficiency and productivity is achieved. • Minimising bank risk by ensuring decisions are… Show more • Taking customer complaints and resolving the problems.• Leading and inspiring the team to achieve their targets.• Maintaining the high quality standards.• Developed time management skills.• Coaching the team if they are not following the right processes.• Adherence to grade of service (GOS) and Commitment to Schedule (CTS) - Managing the inbound queue and ensuring that maximum efficiency and productivity is achieved. • Minimising bank risk by ensuring decisions are made in accordance with bank policy and procedures by delivering coaching to develop customer and quality focus with my team.• Built a culture of empowerment and Engagement. • Managing poor work performance and sick leave.• Maintaining a high team spirit and staff engagement. Show less

Penrose, Auckland

Offer lending advice and sell National Bank lending and insurance products to existing and new customers over the phone, through campaigns, or via email.The main objective of Direct Lending Inbound is to create lending referrals for the mobile Mortgage Managers and the branch network. As a direct Lending Inbound Specialist we handled general lending related enquiries and look at developing solutions and actions for customers without establishing an ongoing… Show more Offer lending advice and sell National Bank lending and insurance products to existing and new customers over the phone, through campaigns, or via email.The main objective of Direct Lending Inbound is to create lending referrals for the mobile Mortgage Managers and the branch network. As a direct Lending Inbound Specialist we handled general lending related enquiries and look at developing solutions and actions for customers without establishing an ongoing relationship.Enquiries handled included:• New loan requests• Determining borrowing ability• Interest rate enquiries • New insurance queries: Master Cover, Travel and Life• Consulting with Mortgages Pricing and LSC for customer loan maintenance• Loan repayment simulations• Reply to Online Lending and Insurance Bank Mail requests• Lending product information and options• Loan summary and interest change letters• Reserve Rate Agreements/Restructures of mortgages Show less

Wellington Cbd

• Personal Loan Applications done over the telephone. • Cross-selling of Loan Protection insurance.• Customer Service - Provide superior service to customers and other staff and to assess and meet customer needs and wants as appropriate. Taking responsibly for and ensuring their needs are met and their expectations are managed in a friendly, professional manner.• Phone based contact with ANZ/Non ANZ customers/Contact Centre Staff/ANZ Branch Staff• Basic Data Entry• To… Show more • Personal Loan Applications done over the telephone. • Cross-selling of Loan Protection insurance.• Customer Service - Provide superior service to customers and other staff and to assess and meet customer needs and wants as appropriate. Taking responsibly for and ensuring their needs are met and their expectations are managed in a friendly, professional manner.• Phone based contact with ANZ/Non ANZ customers/Contact Centre Staff/ANZ Branch Staff• Basic Data Entry• To respond to and act upon customer enquiries by providing the customer with a quality experience and to add value to the contact by providing excellent quality service, achieving sales and effective problem resolution.• To understand and communicate using the appropriate medium the banks entire product range and services in a clear and professional manner to enhance the customer experience.• Team Work• Performance Management Show less

Auckland Cbd

I worked here part-time, while I was also working at AC Neilsen part-time.• As promotions assistant it was my duty to help in the promotions department of Warner Music with important tasks including radio release mail outs of up and coming new singles/albums or artists, press mail outs, promotional mail outs to music retailers and other basic office tasks.• I also worked as the temporary receptionist for a day at Warner Music NZ LTD. In this experience I was able to handle the… Show more I worked here part-time, while I was also working at AC Neilsen part-time.• As promotions assistant it was my duty to help in the promotions department of Warner Music with important tasks including radio release mail outs of up and coming new singles/albums or artists, press mail outs, promotional mail outs to music retailers and other basic office tasks.• I also worked as the temporary receptionist for a day at Warner Music NZ LTD. In this experience I was able to handle the company phone calls and important everyday tasks that are required of a professional receptionist. Show less

Takapuna, North Shore, Auckland

I worked here part-time, while working at Warner Music part-time.• Customer Service• Phone based contact with respondents• Basic data entry• My primary objective in this position was to ensure all projects that I was assigned to were carried out accurately, within standard procedures, survey methodology, specified instructions and in a professional manner.• Key Responsibilities were to introduce myself and ACNielsen when contacting/screening people for a project, to read… Show more I worked here part-time, while working at Warner Music part-time.• Customer Service• Phone based contact with respondents• Basic data entry• My primary objective in this position was to ensure all projects that I was assigned to were carried out accurately, within standard procedures, survey methodology, specified instructions and in a professional manner.• Key Responsibilities were to introduce myself and ACNielsen when contacting/screening people for a project, to read the questionnaire script as written, to ensure all responses and outcomes and all other documentation recorded is true and accurate, to foster honest two-way communication between myself and the project Co-coordinator, to maintain a professional and courteous manner with respondents and to promote a professional attitude. Show less