Summary
Overview
Work History
Education
Skills
Courses And Achievements
References
Timeline
Generic

Michaela Stirling

Burnaby,BC

Summary

Highly motivated individual with proven leadership, organization, problem solving, team building and customer service skills. Demonstrated ability to adapt to new environments and learn new roles quickly and efficiently to ensure positive growth, streamline processes and boost team productivity. Skilled in building positive relationships with a diverse range of people to drive collaboration and success.

Overview

9
9
years of professional experience

Work History

Customer Services Manager

New Zealand Defence Force
02.2024 - 03.2025
  • Managed relationships with immediate team members, wider team members and internal and external customers and stakeholders.
  • Maintained situational awareness of local conditions and requirements and ensured delivery of tailored customer service to meet these expectations.
  • Managed performance and development of two Customer Experience Representatives and two Regional Senior Customer Experience Representatives.
  • Assisted staff with processing complex and/or confidential customer queries and helped to deliver prompt and satisfactory resolutions.
  • Facilitated collaboration and service support regionally between three locations and at times nationally between ten locations.
  • Organized team activities to build camaraderie and foster a positive team culture.

Customer Support Agent

New Zealand Defence Force
09.2021 - 02.2024
  • Performed camp and customer support duties such as ID card issue, receive and process walk-in requests and management of personnel files accurately and in a timely manner.
  • Paired with new staff members to assist with onboarding and training.
  • Processed domestic and international travel requests, including processing of allowances, often at short notice.
  • Managed NZDF housing and tenancies for NZDF Military and Civilian personnel, embedded contractors and members of visiting Forces.
  • Used various systems such as SAP, e-Travel management, shared online document storage systems and Microsoft Office Suite.

Legal Secretary

Menefy Jaichand Jordan
05.2021 - 08.2021
  • Organised client documents and records for court proceedings.
  • Managed lawyers' calendar and made client appointments.
  • Created and sent client invoices based on lawyers' billable hours and other fees and charges.
  • Navigated difficult conversations over the phone, via email and face-to-face with clients, particularly in highly stressful situations when clients could not see their lawyer.

Administrator

Downer NZ Ltd
01.2020 - 04.2021
  • Reviewed and entered field workers' timesheet data and other general data entry.
  • Secretarial duties such as minute taking for meetings, often in confidential situations.
  • Used office systems to pull reports for performance measures and financial information.
  • Created permits and invoices for external agencies.
  • Worked closely with the local District Council to provide high-quality customer service to the local community.

Other Roles

Various Employers
01.2016 - 01.2020
  • Receptionist / Administrator - Naylor Lawrence and Associates Ltd, April 2019 - January 2020.
  • Administration Assistant - StraitNZ Linehaul Ltd, September 2017 - April 2019.
  • Database Co-ordinator - For Homes, For Farms (NZ) Ltd, January 2016 - June 2016
  • The above roles helped me to build my customer service and administrative skills when entering the workforce after Secondary School and during/after Tertiary Study. Further information on specific duties and responsibilities can be provided if relevant.

Education

Diploma in Legal Executive Studies -

Open Polytechnic NZ
06.2019

Skills

  • Written and Oral Communication
  • Stakeholder Engagement and Relationship Building
  • Time Management
  • Pragmatic Problem Solving and Decision Making
  • Team Leadership and Management
  • Customer Service
  • Adaptability
  • Staffing coordination
  • Self motivation
  • Task prioritization
  • Risk management
  • MS office

Courses And Achievements

  • 2024 - Integrated Management, NZDF; Unconscious Bias Awareness, NZDF; Common Workplace Biases, NZDF; Critical Thinking and Problem Solving, NZDF
  • 2023 - Wellbeing 101, Matatau NZ Ltd; Customer Service Excellence, Business Training NZ Ltd
  • 2022 - MH101 (Mental Health 101), Blueprint for Learning NZ; Lean 6 Sigma - White Belt, NZDF; Keystone Leader Development - Lead Others, NZDF

References

  • Levi Brown, Regional Shared Services Manager, NZDF, +64 21 910 249, Levi.Brown@nzdf.mil.nz
  • Tracey Dean, Portfolio Lead - Housing, NZDF, +64 21 943 329, Tracey.Dean@nzdf.mil.nz

Timeline

Customer Services Manager

New Zealand Defence Force
02.2024 - 03.2025

Customer Support Agent

New Zealand Defence Force
09.2021 - 02.2024

Legal Secretary

Menefy Jaichand Jordan
05.2021 - 08.2021

Administrator

Downer NZ Ltd
01.2020 - 04.2021

Other Roles

Various Employers
01.2016 - 01.2020

Diploma in Legal Executive Studies -

Open Polytechnic NZ

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