Emily Dawkins
Gold Coast
Summary
A driven team-player with extensive experience leading customer support teams to success. Adept at fostering collaboration and driving results through effective communication and problem-solving. Looking to utilise my passion for people and growth in a new environment. With strong leadership, project management, and communication skills, I excel in driving operational efficiency.
Overview
6
6
years of professional experience
Work History
Team Leader of Customer Support
Auckland Council
02.2022 - Current
- As the team leader of Customer Support, I successfully worked with our Centre Manager ensuring operations ran efficiently. Maintaining up-to-date knowledge of industry trends and best practices. Daily people management (18 direct reports) including performance management, personal development, and training to ensure the services and our team operates at a high standard. The core focus of this role is to excel as a team at delivering outstanding customer services to our community. Additional skills include account management, SAP proficiency and data management.
People and Culture Coordinator
Auckland Council
06.2021 - 02.2022
- As a People and Culture Coordinator for Auckland Council, I supported a wide range of HR activities and initiatives that drive engagement, growth and operational excellence.
Customer Service Representative
Auckland Council
10.2019 - 06.2021
- Resolved customer inquiries through multiple communication channels, ensuring satisfaction and swift issue resolution.
- Assisted in training new representatives on systems and customer service protocols to enhance team performance.
- Managed escalated customer issues, applying problem-solving skills to maintain service quality and retention.
Education
Bachelor of Arts - Psychology
Auckland University of Technology
Certificate - Business Administration
Auckland University of Technology
Skills
- Professional skills: Strong communication, Customer Service, People leadership, Strategic planning, Compliance knowledge, Change management, Employee relations, Recruitment, Performance management, Training and Development
- Technical skills: Proficient in Microsoft, Meta Business Suite, SAP, Canva
References
Available on request
Hobbies and Interests
In my spare time I enjoy Marathon running and staying physically active. I am also a certified breathwork coach and enjoy growing my knowledge within this space
Timeline
Team Leader of Customer Support
Auckland Council
02.2022 - Current
People and Culture Coordinator
Auckland Council
06.2021 - 02.2022
Customer Service Representative
Auckland Council
10.2019 - 06.2021
Certificate - Business Administration
Auckland University of Technology
Bachelor of Arts - Psychology
Auckland University of Technology
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