Vili Pedro Email & Phone Number

Auckland, New Zealand

Auckland

A position leading many different teams and streams of work within our National Contact Centre. This included ensuring that the best performance was being given by all staff which included Quality in Social Media, emails and phone calls. Key point indicators in each category are being met. Identifying trends for each person and learning how best to manage this. We also worked on the business by identifying where volume could be reduced and seeing whether there are opportunities to make it easier for customers. We also are required to administer payroll changes, additional payments, manage queue performance in phones and incident manage for our customers.Additional roles or being performed while in this position, but not limited to:- Trainer/Facilitator- Running a Contact Centre for 1 week- Mentoring/Developing agents into Team Leaders- Working on some aspects of CRM changes- Assisting Real Time work force analyst for Queue performanceCetificate gained:Certificate for satisfactory completion and mastery in Contact Centre Super Vision

Auckland, New Zealand

A secondment which involved facilitating and developing product and service training in an adult learning environment during New Zealand Post's consolidation of Contact Centres. We were required to add gamification into learning and also identify where things could be changed for the improvement of the way we worked in the Contact Centre. Modify learning into a simpler state to ensure that regardless of learning we ensured that everyone's learning type was included.

Wellington

In charge of all aspects of the New Zealand Post Contract Center processes and procedure and communications stream to the contact centre. Making certain all process documents are created and completed in a timely manner for the project being implemented, maintaining them and stakeholder engagement to get the best results for the Contact Centre, stakeholders and customer by ensuring impact doesn’t affect customer experience. Identify issues that may result in negative impacts on customers, products and project and creating processes that will solve the issue.

Wellington & Wairarapa, New Zealand

I was seconded from the Deployment SME Support Role to become the Customer Service Centre's Communication and Operations specialist for New Zealand Post. I was tasked to create processes, work with stakeholders to ensure the processes are precise and clear for staff to understand and provide internal key messages to our call centre in Wellington and Christchurch to ensure that we were kept up to date with ongoing changes within the Post Group.

I was offered a secondment as a Deployment Subject Matter Expert Support member which involved creating process documents, creating training documents, engaging with centre management and staff with new products or systems that were being implemented. With my knowledge of the RightNow system, I was tasked with implementing, authorising and rolling out these changes to the wider CSC group.

Initially a temporary staff member through Kelly Services, I assumed the role of a process support representative, where I took on customer complaints and investigated the cause of the issue and provide a resolution that fit both the customer and business. I was then asked to take incoming phone calls on the International call servicing customers in a ‘one touch resolution’ process. I would ensure that the knowledge obtained from my process support role was used to get the best outcome for the customer. Only on one queue (International Express), I took the time during my day to learn about other services (International Post) and take on customer queries whether they were on the right queue or not. At a later stage of my temporary contract, I became full time and took on the role of being an International Process representative.I also became a Subject Matter Expert for our customer service system, RightNow, and did on job training and development where I provided guidance to CSRs who were unsure what to do with the system. I took a proactive role in becoming a You Shop Subject Matter Expert, where I learned about the new product as it was rolled out and became a source for our Operations team to create the processes and procedures that I used on a daily basis for CSRs who are their today.

Auckland, New Zealand

At Auckland Private Laundry Ltd, I took on several roles such as a Laundry Technician, Supervisor, Admin and Dispatcher. I was also highly involved in production. This job involved a lot of time management, computer skills and customer service.Responsibilities involved in this job:• Maintaining cleanliness • Maintaining processes and procedures throughout the company• Keeping high levels of communications with all customers• Managing team members • Unloading and loading machinery in appropriate manner• Using Excel to create Production reports• Using Word to create letters and memos.• Ensuring customers received their correct orders and all Linen is accounted for.

Wellington & Wairarapa, New Zealand

This position I was able to gain through an agency named Adecco. This job involved more than just taking calls and answering queries on student loan and allowances it also gave me the skills to make sure each individual call I took had a great outcome as well as ensuring all the correct information and entitlements were given to each client. This contract lasted 6 monthsI was once again called into Studylink for another month as senior staff members were not able to help as they had other duties to uphold and therefore resumed work in the call centre.Responsibilities involved in this job:• Not breaching the code of conduct• Processing client information and ensuring correct security procedures were taken.• Ensuring computer skills were at a high level to keep up with inbound calls.• Processing Student loan and allowance application and Evidence.• Professionalism in both oral and written communication• Hitting KPI's independently and in groups

Wellington & Wairarapa, New Zealand

This Job involved fast paced work where we were constantly on our feet and involved maintain Positive energy and a SAY YES! Attitude towards each customer that was dissatisfied with our service and using the L.A.S.T. (Listen, Apologise, Satisfy, Thank) Process. I was asked 3 months into this job to become a supervisor where I was then able to run shifts with no assistance from management.Responsibilities involved with this job:• Cash Handling, Banking and Accounts control• Managing the restaurant with team members and no senior assistance• Full stock take of all inventory instore• Complaints Management• Cleaning • Cooking• Great Customer Service• Maintaining high statistics for customer service mania• Apply L.A.S.T & C.H.A.M.P.S to each customer depending on the situation• Speed • Accuracy