FAILELEI LOSIA
Burpengary,Australia
Summary
Experienced in creating harmonious and productive multi-cultural work environments through teamwork, effective leadership, and open communication. Skilled in coaching and motivating team members to work collaboratively and efficiently. Strong ability to adapt to changing situations and provide swift solutions under pressure. Prioritizes Health and Safety in the workplace to mitigate risks. Seeking career advancement in Australia.
Overview
16
16
years of professional experience
Work History
SERVICE DELIVERY MANAGER
New Zealand Post
09.2022 - 01.2025
- Hands on, high performing leadership. Ensuring the team and Fleet are meeting the expected KPI’s daily and intervening when needed to avoid escalations.
- Highly focussed on getting the result for the customer, putting their needs first and listening to them. This consists of meeting with customers face to face and communicating on the phone or via email.
- Strong computer skills. Great knowledge of using internal operating systems to assist in locating/moving freight quicker through the network and finding ways to make my team members work a lot easier with reporting tools.
SERVICE DELIVERY COORDINATOR
New Zealand Post
02.2020 - 09.2022
- Answering inquiries from customer and other depots.
- Conducting investigations on drivers for any failed Schedule Work/Street Receiver/DOT/Misstreaming and running scan audits for our off sites.
- Coordinated efforts to manage fleet
- Vault -PCBU Management
- Operations
Customer Care Consultant
Tower Insurance New Zealand
01.2015 - 03.2016
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Resolved complex customer issues, ensuring a positive and efficient experience.
Customer Care Consultant
National Pacific Insurance
07.2012 - 12.2015
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
Bank Teller
Westpac Bank
01.2009 - 05.2012
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
Education
CERITIFICATE OF GENERAL INSURANCE -
AUSTRLIA NEW ZEALAND INSTITUTE OF INSURANCE & FINANCE
05.2025
PACIFIC SENIOR SCHOOL CERTIFICATE -
SAMOA COLLEGE
APIA, Samoa01.2008
Skills
- Exceptional customer service skills
- Bilingual in Samoan and English
- Fast and accurate data entry skills
- High level of numeracy competency
- Proficiency in database management
- Excellent communication skills
- Highly proficient in MS Suite Word, Excel, PowerPoint, Publisher, Access
Languages
Samoan
English
Timeline
SERVICE DELIVERY MANAGER
New Zealand Post
09.2022 - 01.2025
SERVICE DELIVERY COORDINATOR
New Zealand Post
02.2020 - 09.2022
Customer Care Consultant
Tower Insurance New Zealand
01.2015 - 03.2016
Customer Care Consultant
National Pacific Insurance
07.2012 - 12.2015
Bank Teller
Westpac Bank
01.2009 - 05.2012
CERITIFICATE OF GENERAL INSURANCE -
AUSTRLIA NEW ZEALAND INSTITUTE OF INSURANCE & FINANCE
PACIFIC SENIOR SCHOOL CERTIFICATE -
SAMOA COLLEGE
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