ANTOINETTE TUIPE'A
Melbourne,Australia
Summary
Results-oriented and self-driven professional with exceptional communication and leadership skills, and the ability to adapt quickly to change. If I have the skills to do a great job, there is no task that I would not take on. Bringing forth a Bachelor of Arts in Criminology, Pacific Islands Studies and Music, a motivated and committed attitude, and a variety of powerful skills. I have extensive experience and a proven ability in customer service and leadership environment. Given the opportunity I'd like to contribute to the company my experiences and skills in support of achieving company goals as well as my career goals.
Overview
6
6
years of professional experience
Work History
Collections Officer
Civica BPO PTY LTD
Melbourne, Australia
05.2023 - Current
- Mentored and trained CSO's in the Collections inbound and outbound line
- Processed fund transfers/refunds/fund location requests, payment in full via phone
- Assisted irate customers and resolving their issues
- negotiated payment terms and processed payment arrangements
- Provided options customer is eligible for that is also within the legislation and guidelines
- Answered customer questions regarding outstanding obligations
- Advised customers of necessary actions, eligible options and strategies for debt repayment or managing debt within a timeframe
- Work effectively as part of a team and independently utilizing various databases to obtain account information
- Handled inbound calls and conducted outbound calls at a high volume on the Collections line
- Helped in other aspects of Civica for example, contact centre
Customer Service Representative
Civica BPO PTY LTD
Melbourne, Australia
04.2022 - 05.2023
- Completed Cultural Awareness training to build understanding of the Aboriginal community we serve in order to support them by providing advice via a dedicated phone line, instilling confidence in our customers to help them resolve their outstanding matters
- Managed a large volume of incoming phone calls and some outbound calls where required or needed
- Processed forms, applications, modifications and requests
- Kept records of customer interactions, transactions, comments and ensured customer files were up-to-date
- Communicated and coordinated with colleagues as necessary
- Escalated calls to team leader where needed
- Handled customer inquiries, provided appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Followed communication procedures, guidelines and policies
- Provide accurate, valid and complete information to customers by using the correct methods and advise as per the fines legislation
- Meet personal and customer service KPI's and overall daily average handling times
- Contribute to team effort by accomplishing related results as needed
- Educate customers about how to use the Fines Victoria website and fine processes
- Assist with placement of applications and/or understanding applications via phone
- Provided feedback on processes used and actioned by other CSR's or where error has been identified.
COVID-19 Rapid Antigen Tester
Labourpower West Melbourne
Melbourne, Australia
01.2022 - 03.2022
- Set up on-site testing
- Followed infection control protocol specifically related to Personal Protective Equipment (PPE) as well as handling and disposing of specimens
- Performed proper hand hygiene and sanitizing after each employee; dispose of hazardous waste
- Ensured accurate documentation and attention to details in the collection and labelling of specimens and data collection
- Interacted with our client's employees and managers in a professional and friendly manner
- Practiced in accordance with Privacy, Work Health and Safety
- Worked in a team of 3
- Used verbal and written communication skills
- Resolve conflict in a productive and respectful manner
- Must have knowledge of Infection Prevention and Control measures
- Have knowledge of appropriate Personal Protective Equipment (PPE) use and hand washing techniques.
Front of House - Food and Beverage
Distinction Hotel
Dunedin, New Zealand
08.2021 - 11.2021
- Greeted all guests warmly on arrival and escorting them to their table
- Managed walk-in, online and telephone reservations
- Responded quickly and sympathetically to any customer concerns
- Adhered to all health and safety requirements, including food hygiene regulations
- Supported colleagues and staff during busy periods, including taking orders, serving meals and clearing tables
- Liaised with the kitchen staff to ensure an efficient and seamless service
- Stock bar products and wrote stock lists for ordering.
Outlet Assistant
University of Otago Union
Dunedin, New Zealand
04.2021 - 06.2021
- Assisted the outlet supervisor in day-to-day activities of the outlet
- Greet customers and make them feel welcome
- Maintained a fast speed of service, especially during rush time
- Maintained and ensured health and safety regulations are met and submitted reports - ensured reports are signed off by myself or the outlet supervisor
- Operated barista duties
- Undertake Closing of the restaurant duties
- Process End of the Day report on the tills and eftpos machines of 2 outlets
- Maintain a good level of stock in the stockroom and restock items that are running low
- Ensure customers are well-informed on any current sales, rewards programs, and store return policy
- Handled customer complaints and concerns
- Cover shifts and breaks at other outlets. Organized cover for shifts and breaks as well
President of the Otago Samoan Students' Association (OSSA)
Otago University Students' Association (OUSA)
Dunedin, New Zealand
10.2019 - 11.2020
- Developed and implemented strategic plans to reach out to community organizations for financial support and participation
- Successfully promoted andcreated events and programs leading to higher levels of student community and the wider Dunedin community involvement
- Assess the direction of the association, develop and establish short and long-term goals, plans and strategies for the executive team and the association
- Analyze budgets and financial reports regularly
- Ensuring the proper allocation of resources
- Chair executive and association meetings and approve all meeting minutes
- Oversee day-to-day operations of the executive team and association
- Represent OSSA at all events
- Review constitution amendment suggestions and approve them
- Attend, report to and represent OSSA at all OUSA meetings
- Review executive events proposed and approve them in compliance with the constitution, association goals and University of Otago code of conduct
- Delegate and communicate effectively with the Vice President and the executive team.
Crew Member - McDonald's
Stonelake Corporation Ltd
Dunedin, New Zealand
03.2018 - 09.2020
- Maintain a fast speed of service, especially during rush times
- Take orders from customers and input their selections into the restaurants computer system with accuracy
- Inform customers of any specials or promotions running currently
- Assemble orders on trays or in bags depending on the type of order
- Take orders from customers through drive-thru with accuracy
- Cash handling
- Prepare meals for lunch and dinner orders
- Monitoring food safety
- Ensure lobby, dining table and bathrooms are clean
- Comply to all health and food safety regulations at all times
- Ensure the area I am working in is fully stocked; front counter, kitchen and Drive-Thru
- Ensure surfaces are sanitized when not busy
- Handle customer complaints and concerns calmly; find a reasonable solution (calling on a supervisor only when necessary).
Education
Bachelor of Arts -
University of Otago
01.2021
St Mary's College -
12.2015
New Zealand Certificate in Food and Beverage with strands, Level 3 -
Dunedin, New Zealand
Skills
- Advanced Computer System Skills
- Strong work ethics
- Great oral and written communication
- Ability to Work Under Pressure
- Extensive customer service experience
- Extensive leadership skills
- Fast Learner
- Emotionally resilient
- Great organization and time management skills
- Effective Teamwork and collaboration skills
- Assertive
- High Attention to Detail
Accomplishments
- Program Co-ordinator, Tu Malosi Fa'atasi Dunedin, New Zealand
- Coach, Premier Netball Team B - South Pacific Titans Dunedin, New Zealand
- Co-Director & Administrator, Aumaga Dance Group Dunedin, New Zealand
- Secretary - Sept, 2019 to Jan, 2020
- Selected for roles for the Otago Samoan Students Association (OSSA), Dunedin:
President - OSSA Oct 2019 - Nov 2020
Cultural Committee Member - OSSA Mar 2019 - Oct 2019
Welfare Officer - OSSA Oct 2017 - Nov 2018
Cultural Officer - OSSA Oct 2016 - Oct 2017
- FOFOA Accommodation Scholarship - University of Otago Dunedin
- Head Prefect Special Character - St Mary's College 2015 Auckland
- Youth Leader - Ta'imua Youth Ministries Auckland
- Winner of the Auckland Council Stand Up Stand Out Solo Vocalist Competition Auckland
Languages
- Samoan
- English
Hobbies and Interests
- Netball & Touch
- Singing
- Food platter & table grazing
Languages
English
Native/ Bilingual
Samoan
Native/ Bilingual
References
References available upon request.
Timeline
Collections Officer
Civica BPO PTY LTD
05.2023 - Current
Customer Service Representative
Civica BPO PTY LTD
04.2022 - 05.2023
COVID-19 Rapid Antigen Tester
Labourpower West Melbourne
01.2022 - 03.2022
Front of House - Food and Beverage
Distinction Hotel
08.2021 - 11.2021
Outlet Assistant
University of Otago Union
04.2021 - 06.2021
President of the Otago Samoan Students' Association (OSSA)
Otago University Students' Association (OUSA)
10.2019 - 11.2020
Crew Member - McDonald's
Stonelake Corporation Ltd
03.2018 - 09.2020
Bachelor of Arts -
University of Otago
St Mary's College -
New Zealand Certificate in Food and Beverage with strands, Level 3 -
Dunedin, New Zealand
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