Customer Service Manager
Resume:
Experience
Emergency Medical Dispatcher, St John, Auckland
February 2017 to present
● Manages resource deployment, breaks and response times within South Auckland in accordance with NZTA laws and St John standard operating procedures ● Works with the ambulance field coordinators to ensure adequate staffing ● Ensures all notes regarding the job are entered and appropriate authorities are notified ● Requests and manages help from other emergency services ● Multitasks across different systems ● Ensures all KPI’s are met ● Uses mix of radio, phone and paging to direct ambulance crews
Emergency Medical Call Handler/mentor, St John, Auckland April 2016 to February 2017
● Triages emergency medical calls using ProQA/MPDS ● Accurately captures and conveys all relevant data regarding the calls to dispatchers, ambulance crews and other emergency services while engaging with the caller ● Guides callers through pre-arrival care for patients eg. CPR ● Acts as the voice of calm in extremely high stress situations ● Processes bookings for non-urgent patient transfers ● Guides new call handlers and provides help learning the systems and integrating into the ambulance clinical control room environment Partner Support Officer, Uber, Auckland
February 2016 to April 2016
● Troubleshoots problems for Uber partner drivers ● Educates new partner drivers on the processes, expectations and ways to successfully use the platform ● Converts leads into partner drivers ● Met specific performance based KPIs ● Manages wait times using Zendesk International Travel Consultant, Flight Centre, Auckland April 2016 to February 2017
● Uses a combination of phone, in person and email marketing to convert leads into travel sales ● Ensures all sales are invoiced and entered into the system accurately ● Works to meet both personal and store KPIs● Creates and booked extensive travel itineraries and packages using a mix of in house platforms and professional expertise
● Creates complex multi-leg airfares using software based of Galileo Circulation Supervisor, Tutt Library, Colorado Springs USA May 2012 to May 2013
● Ensures all tasks for the day are rostered ● Looks after employee welfare ● Handles escalated issues i.e. problem patrons ● Ensures clear communication between managers and staff ● Helps ensure the Phoebe
Kulasegram
Writing as Peekay Gunn
Founder/creator of The Rhetorical
Portfolio
Therhetorical.org
Peekay Gunn on Medium
Skills & Abilities
● Basic Wordpress website
management ● Copywriting ● Editing
● Social media Management ● Multi-
tasking ● Time Management ●
Blogging ● Proofreading ● Peer
support
Contact
E ******.*.**********@*****.***
1
Phoebe
Kulasegram
Writing as Peekay Gunn
Founder/creator of The Rhetorical
security and safety of the library and its patrons ● Manages and creates new library accounts/fines/etc ● Provides ongoing support for patrons and student workers ● Includes all the responsibilities of a circulation desk worker
Circulation Desk Worker, Tutt Library, Colorado Springs USA January 2011 to May 2012
● Shelves and organises books according to library of congress system
● Escalates any issues to appropriate manager ● Troubleshoots printing problems ● Weeding books ● Provides outstanding customer service for library patrons and students
Education
MPDS/ProQA Advanced, I.A.E.D with honours
Colorado College, USA, Bachelor of Arts – English Creative Writing May 2013
“What It Is” – Novella exploring consent and sexuality among college students
Leadership
● Founding member of the St John Diversity and Inclusion council – aimed at dealing with all issues concerning diversity and inclusion within the National St John organisation and working towards keeping the rainbow tick qualification ● Creator and content manager of the Rhetorical.org ● Headed Tutt Library shifting project and ensured project was completed ahead of schedule with extra space for a growing collection
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