Ivon McLachlan is a highly motivated customer service representative with over one year of experience in contact centers and customer service roles. He has worked as an outbound sales consultant for Trustpower, a studylink officer, and completed customer service preparation courses. His experience includes building rapport with customers, achieving sales targets, processing student loans and allowances, and demonstrating strong product knowledge. He has referees available from his roles at Plus64Connect, CallActive, and StudyLink who can speak to his job performance and skills.

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