Customer Service Manager

Sheree Wills

*/** ********* ****, ********, New Zealand

Telephone (Home): +64 95255517

Email: ************@*****.***

Professional Profile

A proactive and resilient professional with wide-ranging transferable expertise including experience across the full range of commercial administrative and customer services operations and particular experience in pension administration and freight operations roles. Possesses excellent organisational and decision-making skills to prioritise tasks, meet demanding targets and deadlines and manage multiple projects in fast-paced environments. Flexible and adaptable with excellent verbal and written communication skills and an ability to think independently and act on own initiative. Meticulous attention to detail with strong commitment to delivering the highest levels of customer service. Demonstrates energy, enthusiasm and professionalism and builds effective relationships internally and externally. Enjoys working in productive and successful teams and thrives in challenging and pressurised environments.

Objective

Looking to secure a challenging new role, one that will make best use of wide-ranging experience whilst providing the opportunity for further personal and professional development.

Career Summary

2012 - Current ANZ, AUCKLAND, NZ

Customer Service Consultant

● First point of contact for customer enquiries and account issues, primarily over the phone

● Dealing with customers in a professional manner which aims to exceed the customer's expectations and satisfaction

● Resolution of the customer’s enquiries and/or account issues.

● Advising the customers on automatic banking options such as the use of telephone and internet banking.

● The registration and activation of both telephone and internet accounts for the customer.

● Thorough knowledge on products available as saleable items to the customer that would best suit the individual’s needs, e.g. Term Deposits

● The registration and activation of such these products for the customer if a sale is made

● The ability to meet KPI’s through both sales targets and call quality goals.

● Desire to achieve working goals to improve performance where needed.

2006 - 2012 CAPITA SIP SERVICES, SALISBURY, UK

Settlements - Investment Administrator (Superannuation)

● Responsible for arranging settlement of Unit Trust, Crest, Euroclear and Foreign trades placed through the stock market and ensuring full compliance with anti-money laundering rules prior to payment release

● Monitoring the correct registration of all stocks and shares and providing Investment Houses with settlement details, liaising with Client Service Managers and Financial Institutions as required

● Reconciling client pension bank account on a daily basis as well as the client’s policy stock holding and processing payments for purchases and sales traded on the UK Stock Market

● Undertaking full investigations into any stocks, shares and cash enquiries and building strong relationships internally and externally to efficiently and effectively facilitate this process

● Using IntelliMATCH financial system to identify, assess, control and resolve stock and cash exceptions, providing training to less experienced colleagues and evaluating training and development requirements

● Responsible for reporting and rectifying any identified Financial Authority breaches and troubleshooting queries about outstanding cash amounts with custodians, portfolio managers and other teams

● Ensuring operational procedures are kept fully up-to-date and that colleagues comply with procedures, performing quality control checks on work undertaken and appraising team manager of issues

● Investigating, resolving and escalating as necessary any overdrawn accounts and liaising with Capita’s custodian, The Bank of New York, to resolve issues with trades on the stock market

Spring 2006 CAPITA SIP SERVICES, SALISBURY, UK

System Migration Pension Administrator

● Undertaking several temporary positions during spring 2006, including responsibility for migrating trades and various cash movements for plans migrating from the old administration system to the new system

FAMILY MATCH LTD, WINCHESTER, UK

Administrator

● Responsible for full range of administrative duties for UK nanny agency, including answering telephone calls, dealing with correspondence, acquiring verbal references and obtaining correct identification

● Undertaking financial administrative duties including invoicing, inputting data into spreadsheets and regularly reconciling accounts

OFFICE ANGELS, SOUTHAMPTON, UK

Administrator/Branch Administrator

● Undertaking wide variety of temporary administrative and office-based tasks including reception duties such as answering the telephone and transferring calls as necessary

● Greeting and attending to all visitors, typing general correspondence and carrying out general administrative tasks such as filing and dealing with emails and any other ad hoc duties

2002 - 2005 DAVID GAMBLIN CHARTERED ACCOUNTANTS, ROMSEY, UK

Administrative Assistant

● Responsible for full range of administrative duties including handling inbound telephone enquiries from clients, HM Revenue officers and Companies House professionally and efficiently

● Preparing client files with all available and accurate information to assist the accountants in producing comprehensive client accounts

● Maintaining the company’s computer database, keeping information up-to-date and ensuring accuracy and confidentiality at all times

● Undertaking general ad hoc administrative duties as required including filing, typing, dealing with correspondence and providing occasional cover for the main reception desk

2001 - 2002 TESCO, SALISBURY, UK

Cashier

● Responsible for frontline customer service, answering queries and dealing with complaints quickly and satisfactorily as well as processing cash and card transactions

1999 - 2001 FALCON EXPRESS COURIERS (NZ) LTD, NEW ZEALAND

Operations Manager/Assistant to Operations Manager

● Personally responsible for managing the daily import and export of freight through the courier company, liaising with external agencies to arrange necessary Customs’ clearance

● Maintaining the highest standards of customer service at all times and forging relationships with potential customers as well as existing ones in order to grow the business

● Carrying out general administrative duties in support of the team, including answering telephone enquiries, organising delivery arrangements and processing bills

1999 ASIA PACIFIC COURIER EXPRESSS (AUSTRALIA) PTY LTD, AUSTRALIA

Data Entry Clerk

1998 - 1999 TARGET SYDNEY, AUSTRALIA

Cashier

Education and Qualifications

IAQ: Investment Administration Qualification – Current

School Certificate: JJ Cahill Memorial High School, Sydney, Australia (1995 – 1997)

Randwick Tafe College, Sydney, Australia (1998)

Key I.T. Skills

● Microsoft Office including Word and Excel

● Sage Line 50

● Internet and Email

Personal Details

Driving Licence: Provisional

Health: Excellent; non-smoker

Interests include: Music, Reading

REFERENCES ARE AVAILABLE ON REQUEST

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