Ana Taukiuvea
Ermington,NSW
Summary
Professional with extensive experience in customer service operations, adept at managing inquiries through various support channels including phone, email, and chat. Developed scripts for agents to enhance response accuracy and efficiency, while serving as a liaison for escalated customer issues. Analyzed call center data to identify trends and recommend actionable solutions, contributing to improved service delivery. Proven ability to monitor staff performance and create comprehensive reports on customer feedback for management review.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
22
22
years of professional experience
Work History
Customer Service Manager
Mooki
Silverwater
09.2023 - Current
- Drafted scripts for agents handling incoming calls so that they can respond accurately and effectively.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Managed customer service operations, ensuring seamless order processing and timely resolution of inquiries.
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Monitored staff performance to ensure adherence to customer service standards.
- Created reports on customer feedback, complaints, and suggestions for management review.
Warehouse Worker
Toys R Us
Regents Park, NSW
06.2016 - 12.2016
- Identified discrepancies between physical count and computer data.
- Organized warehouse space for efficient storage of products.
- Maintained a clean work area by sweeping, mopping, dusting shelves.
Cafe Owner
EDEN Patisserie Mawson
01.2015 - 12.2015
- Responsible for opening and closing shop
- Coffee Making
- Purchasing/Inventory Management
- Staff Training
- Safety Management
- Cash Handling
- Customer Service Relations
Administration Assistant
TNG Construction
01.2014 - 01.2015
- Provided support in daily tasks
- Answering telephone inquiries, organising inspections and viewing appointments
- Filing, faxing, photocopying
- Organising, updating and distribution of mail
- Dealing with walk in clients and customers
- Compiling and collection of applications
Accounts Payable Officer
Norton Rose Australia (previously Deacons)
01.2006 - 01.2014
- While this was a full accounts payable position I had also taken on the responsibility of the corporate American Express cards for our Sydney and Perth offices including the national American Express (amex) Travel Card approximately 150 cards
- Daily duties
- Coding and verifying of expense claims and vendor invoices for tax compliability and company policies
- Processing of amex and personal reimbursements and vendor invoices
- Preparing and creating weekly electronic payments and drawing cheques for over 500 different Vendors
- Preparing and creating monthly amex payments to ensure payment prior to due dates to reduce company late fees
- Ensuring vendors are paid properly
- Reconciling invoices & statements
- Liaising with vendors, legal assistants, lawyers and partners
- Answering calls and tending to vendor inquiries in a prompt and timely manner
- Position requirements and strengths
- Attention to Detail
- Working under pressure to meet the monthly deadline for payments. Handling cash and personal cheque payments.
- Setting up new vendors in the system
- Excellent time management skills-working under pressure to meet urgent daily, weekly and monthly deadlines
- Advanced Knowledge of Word and Excel
- Administrative duties - Faxing, mailing internally and externally, scanning and filling
- Ability to work independently in a fast-paced environment.
- Achievements in this position
- I assisted with the implementation of Concur a online expense system by training staff and supplying ongoing support. This system is used for American express and personal reimbursement claims using a electronic workflow.
Youth Work Coordinator
Peteli Uniting Church of Australia - Pitt St
01.2003 - 01.2006
- Design and development of youth programs and activities
- Leading and implementing youth programs within the Uniting Church youth
- Organising and implementing youth services
- Organising required material for youth music/band
- Administrative duties such as the handling of confidential church information
- Skilled at computer programming. Programs familiar with include, Microsoft Word, Excel, Power point and internet accessibility.
- Other office duties included telephone communications, faxing, mail handling, filing and making of booklets suitable for church occasion.
Receptionist (Part-Time)
Richardson & Wrench- South Sydney
01.2006
- Administrative duties such as -
- Answering telephone inquiries, organising inspections and viewing appointments
- Filing, faxing, photocopying
- Organising, updating and distribution of mail
- Dealing with walk in clients and customers
- Compiling and collection of applications
Factory Hand
Geseecke & Dervent
01.2005
- Packing mobile phone sim cards
- Working with groups to complete deadlines to get stock and orders out to stores
- Processing work- creating collaterals and scanning sim cards
- Processing purchase orders including invoicing, and follow up with logistics
- Administrative duties, reports, meeting minutes, surveys
- General Warehouse cleaning duties
Education
Barister Basics Course -
01.2014
Certificate IV -
Business Administration
01.2013
Completion of Yr12 Higher School Certificate -
Marsden High School
Sydney01.2004
Completion of Yr10 High School Certificate -
Warilla High School
Wollongong01.2002
Skills
- Windows10
- Shopify
- Microsoft Word
- Excel
- Power Point
- Concur Solutions - Travel and Expense online management
- CMS Skills
References
- Louisa Pace, Accounts Payable Manager, 0424 474 845
- William Olivetti, TNG Construction, 0410 4450 012
Qualifications And Education
- Barister Basics Course, 01/01/14
- Certificate IV in Business Administration, 01/01/13
- Completion of Yr10 High School Certificate, Warilla High School, Wollongong, 01/01/02
- Completion of Yr12 Higher School Certificate, Marsden High School, Sydney, 01/01/04
Timeline
Customer Service Manager
Mooki
09.2023 - Current
Warehouse Worker
Toys R Us
06.2016 - 12.2016
Cafe Owner
EDEN Patisserie Mawson
01.2015 - 12.2015
Administration Assistant
TNG Construction
01.2014 - 01.2015
Accounts Payable Officer
Norton Rose Australia (previously Deacons)
01.2006 - 01.2014
Receptionist (Part-Time)
Richardson & Wrench- South Sydney
01.2006
Factory Hand
Geseecke & Dervent
01.2005
Youth Work Coordinator
Peteli Uniting Church of Australia - Pitt St
01.2003 - 01.2006
Barister Basics Course -
Certificate IV -
Business Administration
Completion of Yr12 Higher School Certificate -
Marsden High School
Completion of Yr10 High School Certificate -
Warilla High School