Zara Jensen Email & Phone Number

Nelson, New Zealand

In my previous role, I played a pivotal role in supporting a team of 5 highly skilled sales agents specializing in telephone systems, security, IT, and telecommunication networks. My primary responsibility was to ensure the seamless progress of our customer's installation and network migration journey.As part of my duties, I delved into accounts.

Melbourne, Australia

• In April 2018 I was approached and asked if I would consider becoming the Team Leader of the Account Managers (team of 5). It came at a perfect time, as the Retention team was to be moved offshore to Manila. I gladly.
• Creating an inspiring team environment with an open communication culture
• Setting new and clear long term team goals
• Delegating tasks and setting deadlines
• Overseeing the day-to-day operation of Account Management and new acquisitions for the company
• Monitoring team performance and reporting on metrics

Melbourne, Australia

• The Retention team opened in May 2017, I was employed to work alongside the program manager of Advocacy, striving to get the team trained and ready, and to be functioning within three weeks of hiring the agents. The.
• Assisting the program managers in successfully launching the Retention Team
• Reducing credits and complaints stemming from cancellation issues
• Providing direction, guidance and assistance to six agents in the Commander Retention Team
• Assessed and implemented feedback from team members
• Managed escalated complaints from customers, with the team handling 250+ customer interactions weekly

Melbourne, Australia

• For my first role at Commander (Vocus), I was a support and escalation point for Resolutions (complaints) consultants based in Manila. Within this role I was required to collaborate with the team leaders and program.
• Resolving escalated enquiries and complaints
• Identifying trends and designed strategies to enhance team performance
• Developing and implementing process framework - adhering to business needs, compliance and customer retention
• Audited and assessed customer complaints, providing reporting along with improvement points in the aim to reduce complaints
• Coordinated escalations with stakeholders with the aim of complaint resolution and feedback

Melbourne, Australia

I was managing a group of 16, working in a back of house area where we specialised in white mail, and email management. This is split into three queue types, one is Bereavement Support, another general customer enquiries, and the third is case managing customer complaints. Previous to team leading, I was a Bereavement Support Specialist. I was transferred.

Melbourne, Australia

Cold calling customers to set appointments for consultants to speak to them about investment properties, self-managed super funds, and other investment options.

Nelson

Understanding customer needs/wants and finding a suitable plan and cellphone for them, selling broadband and accessories, end of day balancing, assessing phones and fixing problems if able to be done in store.

Nelson, Marlborough & Tasman, New Zealand

Sold televisions, audio and accessories. Helped customers with any questions or queries, filled in for cashier when needed, ordered items.

Nelson

Prepared hot and cold foods, serving customers, cleaning, end of day pack up.

Riwaka

Cashing in and out each day, looking after the store and forecourt. Knowing how to check a engines oil and water levels. Cleaning and restocking the store, serving customers, completing orders, and helping the manager with end of month accounts amongst other jobs.

Bachelor Of Commerce (Bcom), Major In Management, Minor In Marketing

Bachelor'S Degree, Marketing/Marketing Management, General

Business Ethics 71203 Reputation Management 72260 Public Relations 72180

Education record