Emmy Whitcombe

  • 4/503 Church Street Palmerston North
  • ejwhitcombe@gmail.com
  • 027 470 7208

Highly motivated individual  with a proven track record of providing first-rate customer service, strong analytical and problem solvings skills and commitment to ensuring the job is done right. 

Work History
Work History
Sep 2013 - Present
Studylink Officer, Centralised Services

Provide accurate and timely processing of a wide range of applications for financial assistance, ensuring full and correct entitlement

Interpret and apply policy and legislation to determine eligibility and entitlement for financial assistance in accordance of three separate legislative schemes

Complete in-depth reviews of client files 

Maintain client files in two business systems, ensuring client details are up to date and relevant information is recorded accurately

Liaise with students, education providers and wider business colleagues including Work and Income Case Managers.

Review supporting evidence against claims ensuring it meets business standards and verifies case details

Make judgement calls within defined parameters and clearly explain the rationale behind decisions in notes

Key achievements

Recognised for my attention to detail and thorough record keeping in processing and undertaking reviews of client files and previous actions by colleagues.

Positive reputation among colleagues and managers for my commitment to customer service and ensuring the job is done accurately and thoroughly

Consistently meet and exceed key performance indicators for quality, accuracy and productivty

Apr 2012 - Aug 2013
Senior Customer Service Representative

Respond to customer requests for information via phone and email correspondence

Provide accuate advise of current legislation to ensure ongoing compliance and understanding

Maintained an accurate knowledge-base of both information and processing actions for the five product queues

Investigate customer's claims to resolve issues and action required maintenance and correspondence

Maintain accurate customer information in the Land Transport Database

Key acheivements

Promoted to Senior Customer Service Representative within first six months of the role

Consistently exceeded key performance indicators  and quality measures

Mar 2010 - Apr 2012
Administration Assistant

Completed general office administration duties including answering incoming phone calls, greeting clients, handling cash and recording payments, daily reconciliation, and outgoing mail

Managed appointment diaries for five physiotherapists

Maintained a database of customers including contact information and records of treatments and payments against claims

Liaised with third-parties including doctors, specialists, employers and other service provider

2015 - 2016
Diploma in Rehabilitation Studies
massey university, palmerston north

Studying part-time towards DipRehab, two papers until completion

2008 - 2011
Bachelor of Communication - Public Relations
massey university, palmerston north

Partially completed Bachelor of Communication with a Public Relations Major

Aug 2008
Professional Telephone Skills
kiwihost, palmerston north

Completed short professional development course

2003 - 2007
NCEA Levels One, Two and Three
rangitikei college, marton

Completed years 9 to 12 top of the class. Attained NCEA levels one, two and three with excellence


  • Customer service driven
  • Articulate and well spoken
  • Professional phone etiquette
  • Experienced in environments governed by legislation 
  • Strong analytical and investigative skills
  • Flexible 
  • Detail oriented


Dan Herlihy   Studylink Team Leader

029 200 448

Karina Field   Studylink Team Leader - initial 6 month contract

021 0428 127

Ana Poi          Character Reference

022 696 3398