JULIA TAMAIBEKA
Summary
Dynamic and results-oriented Area Lead – Dedicated Support with a wealth of experience in customer service excellence, strategic issue resolution, and effective leadership. Proven track record in managing high-performing teams, boosting customer satisfaction, and optimizing operational efficiency. Expert in handling escalations, fostering cross-functional collaboration, and implementing innovative process improvements to elevate support services.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Area Lead Dedicated Support
McKesson
03.2020 - Current
- Lead and mentor a team of support specialists, ensuring high quality customer service and case resolution.
- Act as a point of escalation for complex customer issues, collaborating with internal departments for swift resolutions.
- Monitor performance metrics, implement process improvements, and drive team efficiency.
- Train and develop team members, fostering a culture of continuous learning and professional growth.
- Developed strong relationships with customers, ensuring high levels of satisfaction and repeat business.
- Enhanced team productivity by implementing efficient processes and streamlining workflow.
- Ensured compliance with industry regulations by staying up-to-date on changes and implementing necessary adjustments within the team''s operations.
- Coordinated with cross-functional teams for successful project completion and timely delivery.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with customers by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Customer Service Rep - Community Pharmacy (ISMC)
McKesson
10.2018 - 03.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Order Management: Process and manage orders accurately and efficiently, coordinating with internal departments to ensure timely delivery and fulfillment.
- Issue Resolution: Proactively identify and resolve any challenges or discrepancies related to orders, deliveries, or account activities, ensuring swift and satisfactory solutions for our customers.
Customer Service Rep -Retail National Accounts
Mckesson
02.2018 - 10.2018
- Identifying and assessing customers' needs to achieve satisfaction
- Provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency
- Provide accurate, valid and complete information by using the right methods/tools
- Familiarity with CRM systems and practices
- Communication Excellence: Provide clear, professional, and timely communication to clients regarding order status, product availability, and any relevant updates or changes.
Key Holder/Administrative Coordinator/Front Counter Supervisor
Marshalls
05.2015 - 01.2018
- Responsible for opening/closing of the store, bank deposits, paperwork, and unloading of truck
- Plan and direct staffing, training, and performance evaluations to develop and control sales and service programs
- Interpreted company policies to workers and enforced safety regulations
- Resolve customer complaints regarding sales and service
- Trained and supervised new employees to provide outstanding customer service and handle the cash register properly
- Deterred many loss prevention issues from occurring
- Created, Managed and Executed plans to increase our TJX Credit application
- Met and exceeded 1% credit application goal by 160%
Education
Associate of Applied Science - Social Services
Bay of Plenty Polytechnic
Tauranga01.2013
Associate of Arts - Travel and Tourism
Manukau Institute of Technology
Manukau01.2011
GED -
Te Puke High School
Te Puke01.2010
Skills
- Leadership and Team Development - mentoring and coaching team to achieve high performance
- Customer service and issue resolution - Handling escalations and ensuring customer satisfaction
- Process improvement and efficiency - Identifying areas for operational improvement and implementing solutions
- Performance monitoring and metrics analysis - Tracking QA performance and driving team productivity
- CRM system, SAP and Salesforce Management - Proficient in McKesson management tools
- Cross Functional collaboration - Working alongside Account Managers, VPs and internal teams
- Conflict resolution and problem solving - Managing and resolving complex customer and operational issues
- Time Management and Multitasking -Effectively prioritizing tasks in high - pressure environments
Certification
- First Aid
- Earned “Employee of the Month” Award in 2014 (FCO)
- Earned "Employee of the Month" Award in 2016 (MARSHALLS)
- Coordinator Development program 2017 (MARSHALLS)
Timeline
Area Lead Dedicated Support
McKesson
03.2020 - Current
Customer Service Rep - Community Pharmacy (ISMC)
McKesson
10.2018 - 03.2020
Customer Service Rep -Retail National Accounts
Mckesson
02.2018 - 10.2018
Key Holder/Administrative Coordinator/Front Counter Supervisor
Marshalls
05.2015 - 01.2018
Associate of Applied Science - Social Services
Bay of Plenty Polytechnic
Associate of Arts - Travel and Tourism
Manukau Institute of Technology
GED -
Te Puke High School
- First Aid
- Earned “Employee of the Month” Award in 2014 (FCO)
- Earned "Employee of the Month" Award in 2016 (MARSHALLS)
- Coordinator Development program 2017 (MARSHALLS)
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