1. Page 1 of 3
C U R R I C U L U M V I T A E
I V O N MCLACH L A N
79 Farmer Cresant • Taita, Lower Hutt, Wellington, 5011 • 0223534522
ivonmclachlan.1996@hotmail.co.nz
PROFILE
Highly motivated and conscientious customer service representative who
is able provide good customer service and different solutions to
problems. Over one year of contact center and customer service
experience. I am confident with a great phone manner and the ability to
match and mirror customers to build rapport. Available for immediate
start.
EXPERIENCE
Outbound Sales Consultant for Trustpower
October 2015 – April 2016 CallActive and Plus64Connect.
 Building rapport with each customer no matter how different
they are or their background.
 Target driven to succeed in the role.
 Data Entry.
 Taking phone calls and entering data onto different systems.
 Achieved KPI’s and targets set.
 Set up accounts for customers.
 Demonstrated correct objection handling and persistence
accurately.
 Acquisition of new customers on behalf of a multi-utility
company.
 Focused on supplying correct and accurate product knowledge to
keep Quality assurance standard.
 Maintained sales targets.
 Work within team to reach set sales targets.
SudyLink Officer
November 2014 – 27 March 2015 StudyLink, Lower
Hut
 managed my call handling time while answering atleast 67 calls
per day.

2. Page 2 of 3
 Processed Student Loans and Student Allowances for students.
 Demonstrated and applied product knowledge correctly.
 Improved my customer service experience.
 Applied correct pitch tone volume and pace while answering
calls from students and parents.
 Focused on supplying correct information over the phone to
keep quality perfect.
StudyLink Preperation Course
August 2014 – September 2014 Capital Training
 Gained 95% on Microsoft Word 2010 normal user test.
 Gained 95% on Microsoft Outlook 2010 normal user test.
 Improved the ability to talk to customers and type at the same time.
 Applied pitch tone volume and pace as part of good verbal
communication in a call centre. Worked with average call times and
scripts. Used clarifying questions to confirm customer needs.
 Improved general customer service.
 Demonstrated and applied product knowledge.
 Expanded ability to meet timeframes, deadlines, punctuality with
attendance and attention to detail.
EDUCATION
February 2013 – December 2013 Trade & Commerce [City, ST]
 NCEA Level 2 Certificate.
 NCEA Level 2 Computing Certificate.
January 2011 – December 2012
 NCEA Level 1 Certificate.
INTERESTS
Business and office administration, computing, socialising and helping
people.
REFEREES
Dean Kummies
Plus64connect Team Leader.
CallActive Second Incommand of Team.
Micheal Kearney
Plus64Connect/CallActive Team Leader.
Plus64Connect, Lower Hutt.

3. Page 3 of 3
CallActive, Wellington.
Plus64Connect, Lower Hutt.
027 405 2777
CallActive, Wellington.
0210 853 6692
Vernon Brown
StudyLink Team Leader.
Studylink, Lower Hutt.
027 323 8168