John Keith
Wellington
Summary
Energetic and people-focused professional with a strong background in Customer Experience at Xero and operational management in the hospitality sector. Experienced in resolving complex issues, maintaining clear communication, and managing diverse teams in fast-paced environments. I am eager to pivot into the recruitment industry, bringing a 'people-first' mindset, resilience, and a commitment to delivering exceptional service to candidates and clients alike.
Overview
10
10
years of professional experience
Work History
CX Billing Specialist
Xero
01.2024 - Current
- Awards & Recognition: recognized as a top performer, winning awards for exceptional Customer Experience skills and dedication to service excellence.
- Client Account Management: Manage and resolve customer billing inquiries, ensuring prompt and accurate responses to all queries.
- Communication & Resolution: Maintain clear and professional communication to address billing discrepancies and guide customers through the resolution process.
- Customer Satisfaction: Successfully resolve complex issues while focusing on relationship management to ensure a seamless and positive experience.
- Process Adaptability: Apply a detailed understanding of billing processes to troubleshoot issues, demonstrating the ability to learn complex systems quickly.
Manager
Wholy Mac
10.2019 - 01.2024
- Recruitment & Onboarding: Managed the end-to-end hiring process for store staff, including screening CVs, conducting interviews, and verifying references.
- Training & Development: Led the onboarding and training of new employees, ensuring they met performance standards and integrated well into the team culture.
- Sales Targets: Drove revenue growth by training the team on up-selling techniques, consistently focusing on boosting daily sales performance.
- Operational Management: Oversaw daily store operations and general maintenance, ensuring a safe and compliant environment for staff and customers
Manager
McDonald's
03.2019 - 04.2021
- Team Leadership: Mentored and motivated a diverse team in a high-pressure, fast-paced environment to maximize shift performance.
- Scheduling & Coordination: Established and updated weekly rosters to align staff levels with expected workloads, ensuring operational efficiency.
- Performance Monitoring: Monitored daily activities to ensure service speed and quality standards were met or exceeded.
Quality Assurance Officer
Fulton Hogan Wellington Regional Office
06.2016 - 03.2019
- Regulatory Compliance: Ensured all paving sites strictly met legal requirements and industry standards.
- Health & Safety: Maintained a safe environment for all road users in the Wellington region by enforcing safety protocols.
- Quality Control: Monitored project execution to ensure the long-term durability and quality of road infrastructure
Education
Artificial Intelligence (AI)
Professional Training
LitmosCommunication & Relationships
Professional Training
LitmosCertificate in Music Production -
Whitireia
WellingtonN.C.E.A Levels 1,2,3 -
Putaruru College
PutaruruSkills
Relationship Management
Resilience & Adaptability
Target Achievement
Written & Verbal Communication
Digital Literacy - AI Trained
Time Management & Prioritization
Timeline
CX Billing Specialist
Xero
01.2024 - Current
Manager
Wholy Mac
10.2019 - 01.2024
Manager
McDonald's
03.2019 - 04.2021
Quality Assurance Officer
Fulton Hogan Wellington Regional Office
06.2016 - 03.2019
Artificial Intelligence (AI)
Professional Training
Communication & Relationships
Professional Training
Certificate in Music Production -
Whitireia
N.C.E.A Levels 1,2,3 -
Putaruru College