Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Abigail Latu

Melbourne,VIC

Summary

Encouraging leader and problem-solver with skill sets for team building, leading and motivating, as well as excellent customer relations and relationship-building skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Able to thrive in fast paced environment and have excellent customer service and time management skills. Hardworking, reliable and always finding new ways to step out of my comfort zone and become a better version of myself.

Overview

11
11
years of professional experience

Work History

Customer Service Team Leader

Probe Flybuys
01.2024 - Current
  • Mentored new hires, providing guidance to ensure their successful integration into the team.
  • Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
  • Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Collaborated with management to develop strategies aimed at improving overall team performance.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Educated staff on strategies for handling difficult customers and challenging situations.

Customer Service Agent/Administrator

Probe Flybuys
04.2017 - Current
  • Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
  • Demonstrated empathy in handling difficult situations.
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Maintained high level of professionalism when interacting with customers, ensuring positive experiences.
  • Expedited resolution times by effectively prioritizing and managing multiple cases simultaneously.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Responded to customer calls and emails to answer questions about products and services.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Supervised administrative support staff members, offering guidance, feedback, and mentorship that contributed to their professional growth and development.

Retail Assistant

Cotton on
05.2013 - 11.2013
  • Cash handling
  • Regular stock take of products
  • Answering customer enquiries
  • Use of POS,
  • Dealing with customer refunds
  • Opening/closing of store

Gym Receptionist

Goodlife Health Clubs
03.2013 - 04.2013
  • Answering phone call/walk in queries of potential new members of gym in relation to membership fees and special offers,
  • Booking appointments for personal trainers
  • Cash handling
  • Regular stock take of gym products
  • Maintained gym equipment and regular cleaning of gym
  • Assisted members by educating them with correct use of gym equipment according to safety protocol

Education

Participated in Certificate IV hospitality training (Serve it up) -

01.2016

Food safety certificate -

01.2016

Responsible Serving of Alcohol certificate -

01.2016

Completed year 12 VCE and successfully graduated and participate in 5 subjects such as Further Mathematics, Physical Education, Health and Human development, English and Biology. -

01.2015

Passed year 11 VCE at Lakeview Senior College (Caroline Springs) -

01.2014

NCEA Level 1 with a merit endorsement (New Zealand school curriculum) -

01.2013

Skills

  • Call Centre experience
  • Customer Service Management
  • Conduct regular effective one on ones and team meetings
  • Hard working and Reliable
  • Administrative Support
  • Delegation and Supervision
  • Performance Monitoring
  • Demonstrate great leadership skills
  • Excellent verbal, interpersonal and written communication skills
  • Excellent Team Management
  • Efficient in completing work tasks accurately and to high standards in a timely manner
  • Able to assist with escalated customer issues and provide complaint resolution

References

  • Tania Lee (Previous Operation Manager for Flybuys) 0400946540
  • Alanna Murone (Flybuys Team Leader) 0434263877


Timeline

Customer Service Team Leader

Probe Flybuys
01.2024 - Current

Customer Service Agent/Administrator

Probe Flybuys
04.2017 - Current

Retail Assistant

Cotton on
05.2013 - 11.2013

Gym Receptionist

Goodlife Health Clubs
03.2013 - 04.2013

Participated in Certificate IV hospitality training (Serve it up) -

Food safety certificate -

Responsible Serving of Alcohol certificate -

Completed year 12 VCE and successfully graduated and participate in 5 subjects such as Further Mathematics, Physical Education, Health and Human development, English and Biology. -

Passed year 11 VCE at Lakeview Senior College (Caroline Springs) -

NCEA Level 1 with a merit endorsement (New Zealand school curriculum) -

Similar Profiles

CREATE PROFILE
Abigail Latu