Peter Nelson Email & Phone Number

London, United Kingdom

• Provide technical support and resolve customer queries across a variety of digital products, including valuation and repair tools.
• Collaborated with data, application, production, product, and sales teams.
• Develop and implement best practice case management processes using Salesforce Lightning between various teams.
• Train new staff and produced monthly team reports for management.
• Resolve Drupal/Salesforce integration issues and create product troubleshooting documentation for internal teams.
• Managed customer inquiries and ensured their needs were met, consistently exceeding service expectations.

London, United Kingdom

• Exceeded KPIs by effectively supporting customers with website information and support.
• Investigated stock car issues, reported bugs, and worked with operations to implement solutions.
• Provided customer insights using Google Sheets and Excel.

Christchurch, New Zealand

• Built and maintained strong relationships with taxpayers and accountants through education, negotiation, and support to achieve desired outcomes.
• Managed multiple case types simultaneously, ensuring positive results within service-level agreements (SLAs).
• Provided education on record-keeping requirements, online services, tax return filing, and eligible expense claims.
• Promoted self-service options and products, achieving positive outcomes through education and guidance.
• Resolved 100% of issues escalated by Members of Parliament, explaining tax policies and decisions to their constituents.
• Represented Inland Revenue in person, assisting customers with tax issues at front-of-house, in their homes, businesses, as well as tax offices.

Christchurch, New Zealand

• Managed inbound and outbound calls to collect debt, achieving positive outcomes including payment in full, repayment arrangements, debt write-offs, and remission of debt.
• Discussed financial details with customers, processed hardship applications, and provided compliance education to meet KPIs.
• Utilized active listening, effective negotiation, and conflict resolution skills to resolve payment issues.
• Determined appropriate actions using relevant legislation and sound judgment to address individual cases.

Christchurch, New Zealand

• Fielded inbound calls and updated customer accounts, providing technical information and support.
• Delivered compliance education to customers, ensuring their information was current and accurate.
• Served as the go-to person for new employees, allowing them to shadow and learn best practices.
• Achieved a score of 20/20 on monthly performance reviews, leading to a reduction in the frequency of routine reviews.

Education record

Diploma In Digital Media, Graphic Design