Mateiwai Kathy Jane

Customer experience Team Leader with three years progressing from frontline chat agent to leading a multi-market team for a global car rental brand. Skilled at coaching agents in real time, managing escalations across time zones, and turning quality data into practical training that lifts team performance. Known for staying calm under pressure and building trust with customers and colleagues through clear, empathetic communication.

Now looking to bring this leadership and coaching experience to a supervisory role in New Zealand, where I can keep developing my team leadership skills while helping a team deliver consistently great service.

Team Leader – Hertz EU Chats at Pacific Centrecom (2025-06 – 2025-09)

• Coached agents in real time on live chat quality, tone and empathy during customer escalations
• Managed rosters, shift scheduling and escalations across multiple European time zones
• Liaised with managers, HR and the Hertz client to ensure service levels and brand standards were met

Quality Assurance Analyst at Pacific Centrecom (2023-09 – 2025-06)

• Audited thousands of live chat interactions against quality and compliance standards
• Identified communication and service gaps and used them to design targeted coaching and training
• Reported quality trends and coaching opportunities to team leaders and management

Customer Care Consultant – Hertz at Pacific Centrecom (2023-06 – 2023-09)

• Resolved customer queries and complaints for an international rental company through live chat only
• Built rapport and trust with customers under pressure, with no voice or face-to-face contact
• Solved problems across cultural and language differences to turn frustrated customers into satisfied ones

Secondary schooling – Drasa Secondary School, Lautoka; St Johns College, Cawaci (2018 – 2022)