Steffan Visser Email & Phone Number

Auckland, NZ

Auckland, New Zealand

• Overall measurement – A highly engaged, motivated and knowledgeable customer services team.
• Processes assessed and improved to support positive advances in total customer experience.
• Assessing and analysing the contact centre to make changes to better the current procedures and processes to ensure the best customer service.
• Managing a team of 9 Sales Support / Customer Service reps.
• Response Time - Procedure in place to be able to measure complete - CS response times to orders / enquiries via email during office hours 95% are being handled <2 hours
• Phone Service Level - CS Phone Service Levels calls answered within 20s >95% Most contact centres with similar FTE Aim for 85% or higher

Auckland, New Zealand

• Team Management, Staff Development and ensuring staff KPI’s are met
• Daily running of the Call Centre, Outbound Sales Team and Administration
• Maintaining Rostering, Attendance and Punctuality
• Manager Call Centre Reporting
• Escalated Customer Enquires
• Manage customer Pricing

Auckland, New Zealand

• Provide team leadership to a team of Field Services Administrators
• Manage the end-to-end performance of the service request system.
• Manage the day-to-day performance of suppliers as required to ensure the overall performance of the service request system, including the approval of supplier invoices.
• Provide reporting on team workload and productivity, and supplier performance.
• Be an escalation point for stakeholders and manage escalated issues or projects to completion.
• Manage the performance of metering services provided to other electricity retailers.

Auckland, New Zealand

• Actively managed the performance and development of 20+ CSR’ at a time.
• Set and communicated a clear direction and created a motivated environment.
• Monitored and coached my team members to achieve the highest standard of Service.
• Actively resolved Billing inquiries from my Team and Customer Services.
• Developed CSRs to achieve their Key Performance Indicators in order
• Coached team members to reach leadership duties and positions.

Auckland, New Zealand

• I have trained more than 100 Sky Customer Service Representatives.
• Generating daily Progress Reports on students Development, Attendance, Punctuality and Learning ability to distribute for Team Leaders, Trainers, and Management.
• Interaction with Trainer, Managers and Recruitment Liaisons to discuss day to day
• Developed staff on company product updates

Auckland, New Zealand

• Teaching CSRs how to navigate and develop their use of subscriber management system.
• Supporting CSRs to develop their own role to communicate with customers.
• Obtaining up to date knowledge on Sky protocol.
• Sky Business after hour Technician scheduling.
• Sound understanding of Functions and billing structure within a subscriber management system.
• Dealing with escalated customers to find positive resolutions.

Auckland, New Zealand

• Technical problem solving of Sky hardware and software.
• Financial billing advising on the Sky billing structure.
• Posting out products and prospects for potential customers.
• Product explanation and information breakdown.
• Selling of products and services.
• Experiencing Inbound and Outbound calls throughout New Zealand.

Auckland, New Zealand

• With Visible Results International I have represented several clients including:
• Sneddon’s Air Global Logistics: Cold calling executive chiefs, directors, and management of companies around the Auckland district. Conducting telesales for freight forwarding and shipping services. Negotiating, making.
• Fosamax, osteoporosis medication: Courtesy calling elderly patients across Australia and inquiry on medication consumption and subscription to product.
• ANZ Bank: Calling ANZ Bank credit card bonus point holders and offering redeemable vouchers and offers for linked companies.
• Pulse Reward Cards: Data entry and processing of points and lost card forms for Pulse rewards card scheme of Australia’s retailers.

National Certificate In Business Administration And Computing, Nzqa Level 3

Education record

National Certificate In Contact Centre Operations, Nzqa Level 3

Encourage Innovation And The Entrepreneurial Spirit Award

Treat Our Business As Your Own Award

5 Year Service Award

Our People Are Our Legacy & Our Future Award