Mateiwai Kathy Jane
@mateiwaikathyjane
I lead live-chat customer support teams, improving service quality, coaching agents, and resolving escalations.
FijiWhat I'm looking for
I'm currently leading Hertz EU Chats at Pacific Centrecom, supporting a global car-rental brand through live customer support across European time zones.
I coach agents in real time on communication, tone, empathy and service quality, while guiding complex customer interactions and escalations toward appropriate resolutions.
Before becoming a Team Leader, I audited thousands of live-chat interactions as a Quality Assurance Analyst, identifying service and compliance gaps and turning findings into targeted coaching and training.
I've progressed from Customer Care Consultant to Quality Assurance Analyst to Team Leader in three years, building strong experience in customer experience, quality assurance, roster coordination and people leadership.
Experience
Work history, roles, and key accomplishments
Customer Support Team Leader
Pacific Centrecom
Jun 2025 - Present (1 year 3 months)
Lead and support customer-service agents providing live-chat support for Hertz European customers. Coach agents in real time on service quality, communication, and empathy, and manage team rosters and shift scheduling across multiple European time zones.
Education
Degrees, certifications, and relevant coursework
Drasa Secondary School
Secondary Education, General Studies
2018 - 2022
Completed secondary education from Years 9 to 13 at Drasa Secondary School and St John's College.
St John's College
Secondary Education, General Studies
2018 - 2022
Completed secondary education from Years 9 to 13 at Drasa Secondary School and St John's College.
Tech stack
Software and tools used professionally
Availability
Location
FijiAuthorized to work in
Salary expectations
Job categories
Skills
Interested in hiring Mateiwai?
You can contact Mateiwai and 90k+ other talented remote workers on Himalayas.
Message MateiwaiGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
