Haakaa is a New Zealand family owned baby brand that provides parents with safe, natural, non-toxic and eco-friendly baby products online. It is 100% committed to creating stylish, practical and sustainable products that are safe for both kids and the planet.In this role, my responsibilities include maintaining a high standard of customer service and satisfaction by answering all customer inquiries through email, phone and social media platforms in a timely manner. I process credits, refunds and exchanges, assist with warehouse duties such as monthly stock takes and pick packing, and provide administrative support to ensure the efficient running of NZ sales. I also support internal and external events as required.

Hilton Hotels & Resorts is a global brand of full-service hotels and resorts and the flagship brand of American multinational hospitality company Hilton. Operating in 85 countries and territories across six continents, Hilton Hotels are known as the stylish, forward thinking global leaders of hospitality.In these roles I consistently demonstrated a willingness to go above and beyond the call of duty, for example, during lockdown, we distributed personalised cards to guests stating: "We are here for you - any day and any time” to make them feel less lonely. I regularly received excellent customer feedback through a range of channels including SALT (our Satisfaction and Loyalty tracker) and TripAdvisor. This is due to the fact that I build strong relationships with guests and provide them with a “home away from home.” As well as this, I improved guest satisfaction by dealing with complaints in a personal and hands-on way and having face-to-face conversations wherever possible. This made guests feel heard and ensured that they saw us finding prompt and appropriate solutions to their problems. In addition, I created a culture of recognition and celebration in which we acknowledged the monthly upsell champion and read out comments that guests gave the team or individuals. This drove the team and made them feel valued, appreciated and motivated.Finally, in order to create more efficient and sustainable check-in processes, I created SOPs for paperless check-ins. Our guests appreciated the quicker paperless check-in, as many of them were exhausted due to overseas travel.