David Han Email & Phone Number

Auckland, Nz

Auckland, New Zealand

- Provided support to 250+ frontline agents across multiple channels including contact centers, retail stores, partnered hubs, third party retailers and offshore teams for all customer journeys such as Buy (Sales), Change (Billing/Service), Faults, and Business (Small/medium business).- Worked as a core member of a team to handle a real-time chat queue with 1200 - 2000+ chats per week for agents needing assistance, while maintaining a service level of answering within 30 seconds.- Leveraged frontline tenure, systems expertise, and documentation skills to help direct agents to the correct solutions for the end-customer through existing content on knowledge base (2,000+ articles) or proactively identifying pain points, to create new content.- Developed systems for capturing and reporting frontline trends and insights to present to internal stakeholders- Recognized as a finalist several times for the Channel Champion awards (Consumer and Small Medium Enterprise at Spark) in categories for teamwork and greatest contribution between 2021 to 2023.

Dargaville, Northland, New Zealand

- Successfully sold and provisioned broadband, mobile, and fixed line network products to both new and existing residential and SME customers through the contact center.- Utilized a variety of systems (10+) across CRMs, provisioning tools, legacy AS-400 systems, live chat, and call center solutions to provide exceptional service to customers.- Drove digital self-service initiatives and placed in Top 10% of 200+ agents- Achieved top 10% of all agents for stats on resolution, and customer NPS.- Part of 15% of all frontline agents that were selected and skilled in both Voice and Chat for all customer queues.

Auckland, New Zealand

- Managed inbound leads and outbound calling for new and existing customers regarding new business and service queries for personal car, home, and contents insurance.- Achieved 150%+ process, compliance, and first contact resolution KPI's within 6 months- Received 5+ nominations for in-house service excellence within 6 months

Auckland, New Zealand

- Acted as claims adjuster for self-managed claims portfolio of 100+ claims, responsible for liaising with claimants and contractors to settle policies in accordance with relevant legislation and policy wording.- Exercised proper judgment and decision making on claim investigations to prevent fraudulent claims.- Contributed significantly to an industry-leading claims team during 2016 Kaikoura Earthquakes, settling 120+ claims within 60 days, 100% ahead of schedule.