Charles Ioane Email & Phone Number

Lihue, Hi, Us

United States

Honolulu, Hawaii, United States

Honolulu, Hawaii

Responsible for working with accounts payable/receivable, coordinating various accounts for associations, and working with both customers and vendors.Responsibilities also includes: Sort documents and post debits/credits to proper account. Verify amounts and codes on various forms for accuracy. Balance entries and make necessary corrections. Maintain and make necessary adjustments to records, account reconciliation. Verify and reconcile simple bank statements or department records. Maintain interest rates sheet, collected from local financial institutes. Work with General Ledger Accountants and Community Association Managers

Auckland, New Zealand

Auckland, New Zealand

Key Accountabilitiesi. Achieve key performance indicators and targets to the specified standards.ii. Provide leadership, feedback and support to direct reports and to the wider Contact Centre Team.iii. Provide support to the management team by supervision of team and task management and through proactive participation in the escalation process so that anomalies are corrected and team can handle similar escalations moving forward.iv. Ensure Contact Centre service level qualities and key performance indicators are achieved through monitoring, the provision of feedback and through opportunity analysis.v. Assist in the development of individual and Contact Centre wide training plans for team members to ensure they are adequately trained and work to a consistent level within the boundaries of Company policy. vi. Create and implement a strategic personal plan that develops exemplar characteristics of a learning individual.vii. Contribute towards weekly call calibration with other Team Leaders and the Quality Assurance & Training Support team to identify areas for development and use recommendations to manage Quality Assurance for team.viii. Verbal and written communications to Customer Care team regarding promotions, new processes or changes in the systems. Participate in meetings and presentations or other designated special projects as assigned by departmental managers.ix. Work collaboratively with the Contact Centre Managers, Trainer and Team Leaders to identify performance gaps and trends, conducting scheduled workshops on all employees regarding areas of concern or floor inconsistencies in product or performance.x. Perform other activities and duties as delegated and required to ensure the efficient running of the department.

Mt. Wellington, Auckland New Zealand

Key Performance Indicatorsi. Call Quality Reporting, assessed with feedback and improvement in place.ii. Direct communication with Hyundai Ambassador Manageriii. Regular Performance Measurement and Reporting (Team) & (Network)iv. Ongoing education and development of the Ambassador Team and Dealer Network related to customer handling and opportunities managementKnowledge, Skills & Abilitiesi. Ability to manage and measure workflow performanceii. Ability to manage and communicate effectively with team membersiii. Excellent knowledge of phone systemiv. Ability to multi-task and manage a challenging workloadv. Attention to detailvi. Negotiation skillsvii. Very strong telephone skills and general communication skillsviii. Solid general knowledge of sales and marketing and other areas of the businessix. Knowledge of the industry and of vehiclesDay to Day Responsibilitiesi. Managing of all outbound call campaigns.ii. Handling of all incoming calls to HMNZ head office.iii. Actively monitor inbound and outbound call campaigns.iv. Ensure the appropriate and timely handling of all website enquiries through www.hyundai.co.nz immediately upon receipt of contact. All website enquiries to be answered with advice or distributed to most appropriate person at HMNZ to answer. Ensure follow-up and ownership until satisfied customer has been responded to.v. Actively engage with customers with the goal of starting the sales process.vi. Various administration tasks for the company as required from time to time.vii. Various tasks as required / directed by the Hyundai Ambassador Manager, Marketing Activators, Marketing Manager, After Sales Manager, General Manager and Managing Director.viii. Work on constant improvement of customer satisfaction as proven by CSI and repurchase intention.ix. Interact with key Dealer / HMNZ personnelx. Live and breathe the Company’s Vision & Values

Collect Past Due Payments Update all customer account information. Ask fact finding questions to gain an understanding for reason(s) for delinquency. Educate the customer on importance of timely payments. Offer possible assistance or solutions to assist customer to get back on track with a win-win. Collect payments via phone or other methods. Recommend or Assign Accounts For Repossession Review account history and account notes to determine repossession as last resort. Maintain regular follow up with repossession agents. Perform skip tracing to locate customers or vehicles. Review account for additional assistance such as outside skip locator or legal guidance. Team Building Provide peer leadership to newer collectors. Send daily emails providing stats for the team. Hold regular monthly meetings to build consistency. Ensure policies and procedures are followed.

Assist customers and dealers with inquires, account status and problem resolution.Ensure that the customer receiving the highest class service.Provide assistance with Finance and Lease accounts.Adhere to company policy and procedures.Account documentation and resolution.