My role at Yellow involves handling all escalated disputes including on behalf of the company’s CEO and Board of Directors. I am required to engage with legal representatives who contact the company on behalf of their clients. As part of this role my main tasks are to handle escalated disputes which were not resolved by the management team prior to reaching me. I also present the company in Small Claims Court (Dispute Tribunal). In this position, I report to the Head of Legal & Commerce and have been allocated a large company DFA. I am required to use that DFA, at my discretion, to resolve complaints and cases brought against the company. I work closely with all managers in the company and am required to handle sensitive issues involving staff behaviour. It is important that in this position, I am aware of the company KPI's, budgeting and tracking in relation to the annual account credits provided to customers and I identify the cause of these credits to minimise these in future. Earlier this year, I was selected to be part of the team to contribute to the development of process changes. We have managed to successfully make major process changes and this has been adopted and is the current process now. • Escalated Dispute Resolution• Correcting Account Errors• Case Investigation• Training & Process Improvement• Dispute Tribunal Representative• Commerce Commission Complaint Handling• Legislative Investigation• Meeting KPI's Set by Board

My role as Resolutions Specialist, I work to resolve disputes and billing issues with both internal and external customers. My goal is to reach a favourable resolution for both the customer and Yellow. For me to achieve this I work with the sales teams and other business units to enable me to fully investigate their concerns and provide great resolution.I am responsible for handling all Key Account and Government disputes and also escalated queries on behalf of our executive team.

I currently still work for Yellow however in July 2014, I was seconded to a different role within the company which became permanent and is my current role. • Customer Service• Provide Administration support to Key Account Managers• Sales & Product Support• Account Reconciliation• New Staff Training• Dispute / Complaint Handling

Accounts & Office AdministratorThis was my first position I held in New Zealand. This company is a sister company of Mitre 10 Mega Henderson. In this position, I was in-charge of the accounts and office administration for two branches they had. • Accounts Payable/ Receivable• Bank Reconciliation• Credit Control• Administration• Excellent Communication & Listening• Complaint Handling• Stock Take• Processing in Quick Books System

Overseeing the department, specialized in General Loose Cargo Consolidation – Exportation to all major countries.• Customer Service• Liaise with Local Exporters, Shipping Companies, Fiji Customs & Ports Authority• Complaint Handling• Complex Documentation• Monthly Reports for submission to Board• Attending overseas conference• Dealing with Agents in Singapore, Hong Kong, USA and others.• Coping with tight deadlines• Training Staff• Performance Appraisals• Profit & Loss Budget / Statement• Assisting peers in report preparation• Undertook a challenge to start a new Specialized department with complex documentation - turned into a successful and highly profitable one.