Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Arieta Tuikubulau

Cabramatta West

Summary

Adept at enhancing customer satisfaction and streamlining operations, my tenure at BSP Financial Group (Fiji) Limited showcased a blend of exceptional leadership and interpersonal skills. By implementing quality assurance measures and fostering team development, I contributed to a significant improvement in service delivery, aligning with key performance indicators and driving operational excellence.

Overview

20
20
years of professional experience

Work History

Deputy Branch Manager

BSP Financial Group (Fiji) Pte Limited
10.2024 - 01.2025
  • Managed cross-selling initiatives that expanded existing customer relationships while bringing onboard new clientele, contributing to the overall growth of the branch.
  • Acted as interim Branch Manager during vacations or absences from work; providing seamless leadership continuity without sacrificing operational efficiency.
  • Oversaw the loan approval process, maintaining compliance with lending regulations and policies.
  • Managed daily operations to ensure smooth functioning of the branch and timely completion of tasks.
  • Assisted Branch Manager in budget preparation, monitoring expenses closely to prevent cost overruns or wasteful spending.
  • Optimized staffing levels by analyzing workload trends, ensuring efficient allocation of resources.
  • Implemented risk management protocols, reducing financial losses due to fraud or operational errors.
  • Ensure customer service standards are practised and maintained at all times
  • Conduct weekly trainings on processes on procedures to enhance product knowledge and increase productivity
  • Conduct customer service training and role plays for staffs for enhancement of customer service
  • Ensured strict adherence to all regulatory requirements through consistent enforcement of policies and procedures across the branch team members.
  • Monitored employee performance and provided constructive feedback for professional growth and development.
  • Cultivated strong relationships with clients, resulting in improved customer loyalty and retention rates.
  • Enhanced branch efficiency by streamlining internal processes and implementing staff training programs.
  • Increased customer satisfaction with personalized service strategies and superior problem-solving skills.
  • Involved actively in talent acquisition activities such as interviewing potential candidates; bolstering team capabilities through strategic hiring decisions.
  • Developed and executed marketing plans for product promotion, resulting in an increase in sales revenue.
  • Analyzed market trends to stay current on industry best practices, incorporating new ideas into existing strategies for continuous improvement.
  • Fostered a positive work environment, leading to increased employee morale and productivity.
  • Coordinated with other departments to resolve customer complaints promptly, enhancing overall client experience.
  • Participated in community events as a brand ambassador, promoting bank products and services while building goodwill among local residents.
  • Conducted regular audits of branch operations to identify areas for improvement and implement corrective actions.
  • Maintained friendly and professional customer interactions.
  • Complied with regulatory guidelines and requirements.
  • Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
  • Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
  • Examined customer loan applications for loan approvals and denials.
  • Met deadlines by proactively managing individual and team tasks and streamlining processes.
  • Consulted customers to boost product sales and services.
  • Submitted loan applications to underwriter for verification and recommendation.
  • Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
  • Complied with established internal controls and policies.
  • Developed strategic plans for day-to-day financial operations.
  • Established internal audit procedures to validate and improve accuracy of financial reporting.
  • Analyzed business processes to identify cost savings and operational efficiencies.
  • Performed banking, business administration and financial tasks to guarantee five-star service for clients.
  • Supported financial director with special projects and additional job duties.
  • Improved overall financial reporting by streamlining control processes and reporting structures.
  • Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
  • Conducted financial due diligence on potential investments and acquisitions.
  • Procured cash orders from stakeholders for bank use

Gospel Choir Director

Vatulesi Family Ministry Singing Group
03.2021 - 01.2025
  • Developed engaging rehearsal plans for consistent improvement in singing and harmonization skills.
  • Provided prompt feedback to communicate expectations.
  • Coordinated international choir tours, showcasing the group''s talent and fostering cultural exchange opportunities.
  • Partnered with other choral groups to organize joint concerts or workshops, expanding networking possibilities within the choral community.
  • Conducted thorough evaluations of each singer''s progress, providing constructive feedback to foster continuous improvement in vocal technique.
  • Selected and requested appropriate books and instructional materials.
  • Enhanced choir performance quality by implementing diverse vocal techniques and exercises.
  • Maintained an active online presence through social media updates, newsletters, and website content, keeping the choir''s supporters informed about upcoming events and accomplishments.
  • Managed budgetary concerns responsibly by allocating resources effectively towards essential expenditures like sheet music purchases or venue rentals.
  • Organized successful fundraising events to support the choir''s financial needs, such as concert tours and equipment purchases.
  • Planned, designed and incorporated strategies to encourage active learning, participation, and collaboration.
  • Established strong relationships with local churches and organizations, securing regular performance opportunities for the choir.
  • Incorporated elements of choreography and stage presence into performances, elevating audience engagement and overall visual impact.
  • Selected and requisitioned appropriate music supplies and instrumental equipment, maintaining inventory records to monitor condition.
  • Secured grants and sponsorships to financially support the choir''s operational expenses and special projects.
  • Increased choir membership by actively recruiting talented individuals through auditions and community outreach.
  • Planned and implemented program that met interests and abilities of choir.
  • Fostered a positive rehearsal environment by promoting teamwork among singers and cultivating a supportive atmosphere conducive to learning.
  • Improved organizational efficiency by implementing effective communication channels between choir members, staff, and external partners.
  • Mentored aspiring gospel directors within the organization, sharing knowledge about directing techniques and best practices in leadership roles.
  • Promoted diversity within the Gospel Choir membership by actively seeking out singers from various backgrounds which resulted in an enriching musical experience.
  • Ensured punctuality at all rehearsals, performances, meetings by enforcing strict time management policies for both singers and staff members alike.
  • Educated students on proper vocal techniques and vocal warm-ups.
  • Maintained calendars of events and assisted in event planning.
  • Conducted rehearsals to keep performers prepared for performances.
  • Worked with both adults and children and shaped approaches to align with student experience level and musical knowledge.
  • Coordinated, planned and led practices for musical components of church services.
  • Submitted, managed and complied with established budgets.
  • Arranged music, solos and instrumental accompaniment for special performances.
  • Composed and led performances for both vocal and instrumental music.
  • Organized and led recruiting initiatives to maximize program outreach.
  • Determined voices, instruments, harmonic structures, rhythms, tempos and tone balances required to achieve effects desired in each musical composition.
  • Attended regular practices and private lessons to hone skills.
  • Positioned members within groups to obtain balance among instrumental or vocal sections.

Church Treasurer

Valenicina SDA Church , Fiji
01.2021 - 01.2025
  • Oversaw the successful completion of external audits without any major findings or issues raised by auditors.
  • Reconciled monthly statements, invoices and expense accounts, keeping records accurate, and current.
  • Enhanced financial reporting processes, providing stakeholders with accurate and timely information for decision-making purposes.
  • Drafted treasury reports to support management decision-making needs.
  • Implemented strategies to improve organizational financial performance.
  • Advised management regarding significant expenditures to keep operations in line with budget limitations.
  • Worked closely with auditors to ensure compliance with regulatory requirements, avoiding potential fines or penalties.
  • Prepared and presented financial reports to inform senior management and board of directors.
  • Reduced operating costs by identifying and implementing cost-saving measures across the organization.
  • Developed and maintained internal control systems to protect organizational assets.
  • Championed annual stewardship campaigns that educated and inspired church members to embrace their role as generous givers within the community.
  • Enhanced financial transparency by implementing a clear and efficient budgeting process for the church.
  • Managed payroll processing for church employees, ensuring punctual payment and compliance with tax regulations.
  • Administered debt service interest and principal.
  • Developed a comprehensive financial plan, addressing both short-term needs and long-term growth objectives.
  • Formed relationships with operational leaders and offered guidance on cash flow forecasting and management.
  • Trained and mentored volunteer staff in proper accounting practices, fostering a well-informed team of financial stewards.
  • Spearheaded fundraising efforts that significantly increased congregation contributions towards essential projects and initiatives.
  • Collaborated with church leaders to allocate resources effectively for various ministries and programs.
  • Partnered with ministry leaders to create realistic budgets that balanced programmatic needs against available resources while promoting sustainability over time.
  • Offered strategic direction and collaborated with both senior management and team members to execute sound financial strategies.
  • Preserved church cash and invested surplus funds.
  • Oversaw investment strategies to grow the church''s endowment fund responsibly while minimizing risk exposure.
  • Evaluated ministry expenditures regularly for alignment with strategic goals and overall vision of the church community.
  • Promoted a culture of financial stewardship and accountability throughout the church, actively engaging members in conversations about the responsible use of funds.
  • Addressed unique financial challenges faced by the congregation during times of crisis or transition, providing sound guidance grounded in stewardship principles.
  • Established strong relationships with local banks and vendors, negotiating favorable terms for loans, accounts, and services.
  • Maintained positive relationships with banking representatives managing church funds.
  • Prepared detailed financial statements reflecting income, expenses, assets, liabilities, cash flow projections, ensuring accuracy in all aspects of reporting.
  • Assisted clergy members in evaluating potential grant opportunities to fund special projects or initiatives.
  • Improved fiscal responsibility by conducting regular audits and financial reviews.
  • Remodeled the accounting system to enhance efficiency in managing church finances accurately and transparently.
  • Streamlined donation management through the introduction of an effective tracking system.
  • Ensured accurate and timely reporting of church finances to leadership, maintaining accountability and trust.
  • Instituted cost-saving measures that positively impacted overall church financial health without compromising quality or mission effectiveness.
  • Completed journal entries, reconciliations, and account analysis to prepare quarterly financial documents and general account management.
  • Managed budgets, assets, portfolios, accounts payable, and receivable and general financial reporting procedures.
  • Managed daily financial functions in collaboration with accounting and payroll personnel.
  • Provided treasury and cash management by overseeing reconciliation of banking activity, credit card processing, and sales tax returns.
  • Managed outstanding balance amounts by evaluating reports and determining collection statuses.
  • Supervised accurate, efficient, and compliant completion of monthly financial reporting packages.
  • Created and distributed reports on internal and external finances, audits, and budgets.
  • Projected monthly cash expenditures through efficient budgeting and detailed document reviews.
  • Worked with both internal and external users to create detailed financial reports.
  • Accurately completed financial statement audits and thoroughly reviewed results.
  • Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
  • Reviewed processes and procedures to guide program implementation and optimize auditing.
  • Supported program managers in providing procedural training on finance and accounting.
  • Enhanced quality and currency of financial information by overseeing revenue collection systems.
  • Verified accurate completion of corporate income tax returns and optimal use of favorable tax codes.
  • Introduced internal controls to monitor critical areas of financial control and devised corrective actions to address risks or deficiencies.

Sabbath School Teacher

Valenicina Seventh Day Adventist Church
01.2020 - 01.2025
  • Cultivated strong relationships with students and their families, promoting open communication and collaboration.
  • Provided constructive feedback during peer observations, helping fellow educators refine their teaching techniques for better student outcomes.
  • Supported at-risk students through targeted interventions, resulting in improved academic performance and selfesteem.
  • Maintained accurate records of attendance, grades, and other pertinent information required by administration while adhering to confidentiality guidelines established within the profession.
  • Prepared age-appropriate weekly lesson plans aligned with church teachings.
  • Encouraged class participation to build student confidence and interest in church teachings.
  • Managed classroom behavior to maintain safety and promote orderly learning environments.
  • Boosted student engagement with interactive and hands-on activities, fostering a positive learning environment.
  • Mentored new teachers to enhance instructional practices and classroom management skills, leading to increased teacher retention rates.
  • Assessed student progress regularly using formative assessments, effectively informing future instructional decisions.
  • Created engaging lesson plans that incorporated real-world connections and problem-solving activities to deepen understanding of course material.
  • Integrated effective behavior management strategies into daily routines, resulting in reduced disruptions and increased on-task time for all students.
  • Adapted bible verses and lessons into stories and activities to help children comprehend scriptures.
  • Assessed student progress to determine level of understanding and adjust lessons to enhance learning.
  • Tested children's bible knowledge by asking bible trivia questions and hosting bible quizzing competitions.
  • Employed variety of instructional aids, methods, and materials to provide for creative teachings, helping children grow spiritually.
  • Led faith-based life to provide example for students between ages 5 and 9.
  • Offered guidance and support to help students navigate challenges and succeed academically.
  • Maintained Sunday School area through providing decoration and literature.
  • Merged bible verses with current events to develop curriculum and address relevant topics children regularly encounter.
  • Incorporated technology into classroom teachings to engage students and make learning more interactive.
  • Organized and labeled materials and displayed students' work by ages and perceptual skills.
  • Assisted vulnerable students with schoolwork and completing Bible studies.
  • Planned and facilitated summer camp for 15 students directed around community bible study.
  • Engaged students by encouraging participation in class and sharing thoughts on subjects under discussion.
  • Developed quizzes, exams, and projects to test undergraduate students' knowledge and understanding of subject matter covered in classes.
  • Conducted educational and engaging lectures centered on such topics as ethics, critical thinking and contemporary moral issues.
  • Maintained student attendance records, grades and other required records to meet departmental standards and monitor student progress.
  • Provided online instruction in philosophy to students traveling, living remotely or unable to participate in typical classroom settings.
  • Created and implemented programs to promote philosophy and religious studies to students.
  • Facilitated stimulating and thought-provoking class discussions on range of philosophical topics.
  • Prepared and delivered lectures to undergraduate or graduate students and community on topics such as ethics, logic and contemporary religious thought.
  • Performed as moderator for college's philosophy club and provided insight on subject to new members.
  • Facilitated student-led projects and activities to supplement coursework and deepen understanding of philosophical topics, philosophers and applications of different theories.

Branch Quality Assurance Officer

BSP Financial Group (Fiji) Limited
09.2020 - 10.2024
  • Improved manufacturing processes by identifying areas of inefficiency and recommending corrective actions.
  • Developed training programs for employees to enhance their understanding of quality assurance principles and practices.
  • Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
  • Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
  • Streamlined workflows by automating repetitive tasks, increasing efficiency in the QA department.
  • Facilitated effective communication between departments regarding quality matters, fostering a collaborative working environment.
  • Monitored activities and supporting systems to meet compliance regulations.
  • Enforced compliance with industry regulations, maintaining up-to-date knowledge on relevant guidelines and changes in legislation.
  • Maintained a high level of expertise in quality assurance processes through ongoing professional development and staying abreast of industry trends, ensuring the organization''s continued competitive edge in the marketplace.
  • Championed a culture of excellence throughout the organization by consistently emphasizing the importance of high-quality workmanship in all aspects of production operations.
  • Established comprehensive documentation systems to maintain records of all test results, audits, and inspections.
  • Provided extensive quality assurance training via both in-person and remote teleconferences.
  • Liaised with external auditors during certification processes, demonstrating an unwavering commitment to meeting stringent regulatory requirements for product safety and effectiveness.
  • Collaborated with cross-functional teams for timely resolution of quality issues and concerns.
  • Conducted risk assessments to identify potential hazards and develop mitigation strategies in the production process.
  • Reduced defect rates through meticulous inspection processes and root cause analysis.
  • Designed custom reports for management highlighting key performance indicators related to quality control activities.
  • Implemented continuous improvement initiatives focused on enhancing overall product quality and reducing waste within production processes.
  • Analyzed data trends to proactively address potential issues before they escalated into more significant problems.
  • Achieved customer satisfaction with thorough audits of products, ensuring adherence to standards.
  • Identified opportunities for cost savings by analyzing production processes and implementing changes to minimize waste, without compromising product quality.
  • Enhanced product quality by implementing rigorous testing procedures and protocols.
  • Investigated customer complaints and performed corrective actions to resolve quality issues.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Recorded, analyzed, and distributed statistical information.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Conducted risk assessments to identify and mitigate potential quality issues.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.
  • Reported production malfunctions to managers and production supervisors.
  • Implemented new quality assurance and customer service standards.
  • Monitored staff organization and suggested improvements to daily functionality.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Inspected items and compared against standards to meet regulatory requirements.
  • Developed and implemented procedures to meet product quality standards.
  • Performed tests and inspections to conform to established standards.
  • Reported problems and concerns to management.
  • Reviewed production processes and identified potential quality issues.
  • Recorded and organized test data for report generation and analysis.
  • Conducted data review and followed standard practices to find solutions.
  • Created testing protocols to be used across product lines.
  • Collected and analyzed data to measure effectiveness of quality control processes.

Project Intern

BSP Financial Group (Fiji) Limited
04.2024 - 08.2024
  • Assisted in project planning for successful completion within budget and timeline constraints.
  • Delivered high-quality presentations on project updates and findings to senior management and stakeholders.
  • Managed multiple priorities effectively while delivering consistent results under tight deadlines throughout the internship period.
  • Utilized data analysis skills to identify areas of improvement in current projects, leading to better results.
  • Maintained open lines of communication with supervisor and peers, ensuring prompt resolution of any issues or concerns that arose during the project lifecycle.
  • Collaborated with customers to collect requirements and determine any issues of concern.
  • Demonstrated adaptability by taking on additional responsibilities when needed, contributing positively to the overall success of the team.
  • Gathered critical feedback from end-users during testing phases, enabling the team to make necessary improvements before final rollout.
  • Documented best practices from completed projects as a resource for future reference within the organization.
  • Acquired knowledge of industry trends and developed solutions and strategy through effective research.
  • Supported project managers in monitoring project progress, maintaining up-to-date documentation and reports.
  • Assisted in assembling project documentation for project manager, confirming inclusion of data and preliminary information.
  • Applied problem-solving skills to resolve unexpected challenges that arose during ongoing projects swiftly and efficiently.
  • Actively participated in brainstorming sessions for concept development and idea generation, bringing fresh perspectives to established processes.
  • Completed multiple tasks simultaneously to optimize project completion.
  • Monitored and reported on project risks and proposed solutions.
  • Handled administrative duties, filing, and errands.
  • Provided technical support to project stakeholders to help meet project objectives.
  • Provided assistance with preparation of project-related reports, manuscripts and presentations
  • Monitored project progress, identified risks and took corrective action as needed.
  • Facilitated workshops to collect project requirements and user feedback.
  • Analyzed project performance data to identify areas of improvement.

Customer Service Leader

BSP Financial Group (Fiji) Limited
03.2008 - 03.2014
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Utilized active listening skills to identify customer needs and provide appropriate solutions.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Greeted customers and listened closely to problems described to determine solutions.
  • Reviewed associate performance to identify training needs.
  • Checked status of orders and back-ordered products to coordinate efficient shipments.
  • Took cash and credit card payments via phone, in person, and through email.
  • Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
  • Effectively managed a high-volume workload, consistently meeting or exceeding performance targets while maintaining quality standards.
  • Delivered comprehensive training programs for new hires that ensured consistent service delivery standards across the organization.
  • Spearheaded process improvements that led to reduced hold times for customers while enhancing overall call center efficiency.
  • Conferred with senior management to handle and correct disciplinary or knowledge issues.
  • Championed staff recognition programs designed to boost morale, increase motivation, and reduce attrition rates within the department.
  • Optimized workflows by analyzing call patterns and reallocating resources accordingly, maximizing productivity during peak hours.
  • Managed escalated customer concerns with professionalism, empathy, and tactful negotiation skills that resulted in satisfactory resolutions for all parties involved.
  • Promoted a positive work environment that encouraged open communication between team members, leading to higher levels of employee engagement.
  • Reduced average handle time by implementing more efficient problem-solving techniques without compromising service quality.
  • Balanced multiple priorities in a fast-paced environment, consistently meeting deadlines while maintaining high levels of customer satisfaction.
  • Identified opportunities to streamline processes by targeting areas of inefficiency and implementing improvements.
  • Helped operators handle incoming calls and managed escalated needs with targeted resolutions.
  • Implemented quality assurance measures to monitor performance, identify areas for improvement, and maintain the highest standards of customer service excellence.
  • Conducted regular team meetings to review performance metrics, identify areas for improvement, and promote collaboration among team members.
  • Implemented new processes to improve response times, resulting in higher rates of resolved customer inquiries.
  • Collaborated with cross-functional departments to address customer issues holistically, ensuring quick resolutions and overall satisfaction.
  • Increased customer retention with personalized service, building long-term relationships based on trust and loyalty.
  • Mentored junior customer service representatives, providing guidance on best practices and fostering professional development within the team.
  • Developed successful strategies to upsell products and services, contributing to revenue growth and improved profitability.
  • Coordinated responses for key accounts, using business acumen, and attention to detail to balance company and customer demands.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Conducted regular staff meetings to discuss customer service issues and potential solutions.
  • Attracted potential customers by answering Product or Servicequestions and suggesting information about other products and services.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Trained staff on operating procedures and company services.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Investigated and resolved accounting, service and delivery concerns.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and backed up other customer service managers.
  • Implemented and developed customer service training processes.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Created and maintained detailed database to develop promotional sales.

Customer Service Officer

BSP Financial Group (Fiji) Limited
05.2005 - 02.2008
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
  • Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
  • Responded to customer requests for products, services, and company information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Maintained up-to-date knowledge of product and service changes.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Responded proactively and positively to rapid change.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Implemented and developed customer service training processes.
  • Created and maintained detailed database to develop promotional sales.
  • Managed timely and effective replacement of damaged or missing products.
  • Trained staff on operating procedures and company services.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Sought ways to improve processes and services provided.
  • Investigated and resolved accounting, service and delivery concerns.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Cross-trained and provided backup support for organizational leadership.
  • Cross-trained and backed up other customer service managers.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

Certificate of Completion - Managing Workplace Diversity: Issues & Challenges

University of The South Pacific
Pacific Technical And Further Education
09-2017

Certificate of Completion - Value Based Selling

Fiji National University
Nasinu , Fiji
05-2013

Diploma in Accounting - Accounting

Fiji National University
Nasinu, Fiji
04-2006

Skills

  • Training and mentoring
  • Rehearsal planning
  • Bank reconciliation
  • Empathetic
  • Recordkeeping requirements
  • Customer service excellence
  • Customer support
  • Team management
  • Choral conducting
  • Payroll processing
  • Creative teaching
  • Validation protocols
  • Data organization
  • Escalation handling
  • Complaint handling
  • Operations management
  • Emotional expression
  • Audit preparation
  • Student engagement
  • Quality management systems
  • Project documentation generation
  • Client engagement
  • Call center operations
  • Staff development
  • Stage presence
  • Cash flow management
  • Interpersonal relationships
  • Administrative skills
  • Interpersonal communications
  • Inbound call management
  • Compliance
  • Sight-reading proficiency
  • Budget planning
  • Motivational techniques
  • Preventative measures
  • Customer relations
  • Payment processing
  • Records maintenance
  • Digital literacy
  • Cost control
  • Assessment strategies
  • Team development
  • Policy enforcement
  • Database research
  • Branch operations management
  • Tax compliance
  • Inclusive environment
  • Search engine optimization
  • Sales support
  • Service recommendations
  • Excellent work ethic
  • Social media promotion
  • Stewardship education
  • Self-reflection
  • Clerical skills
  • Order management
  • Customer service
  • Arranging skills
  • Insurance management
  • Biblical studies
  • Staffing oversight
  • Team player
  • Financial forecasting
  • Lesson preparation
  • Project tracking development
  • Information protection
  • Strong team-builder
  • Choir recruitment
  • Capital campaigns
  • Cleaning and sanitization
  • Quality control tools
  • Feedback collection
  • Call documentation
  • Attention to detail
  • Fundraising
  • Debt management
  • Parent-teacher collaboration
  • Customer focus
  • Product location
  • Issue research
  • Excellent time management skills
  • Fundraising strategies
  • Positive reinforcement
  • Auditing techniques
  • Research
  • Interdepartmental communication
  • Customer relationships
  • Event organization
  • Investment management
  • Lesson planning
  • Corrective actions
  • Company branding
  • Account investigation
  • Decision-making
  • Expense monitoring
  • Lesson development
  • Ensemble coordination
  • Compliance oversight
  • Database entry
  • Consultative sales
  • Friendly
  • Group and individual instruction
  • File management
  • Language proficiency
  • Program management
  • Cash handling
  • Nonprofit accounting
  • Age-appropriate activities
  • Process improvements
  • Telephone etiquette
  • Sales
  • Upselling
  • Accounts receivable
  • Dynamic interpretation
  • Accounting expertise
  • Child development
  • Shipping and receiving
  • Logistics coordination
  • Relationship building
  • Performance scheduling
  • Endowment management
  • Technical support
  • Information gathering
  • Call center experience
  • Relationship building and management
  • Harmony teaching
  • First aid trained
  • Data interpretation
  • Quality assurance
  • Complaint resolution
  • Charge reconciliation
  • Approachable
  • Donation tracking
  • Educational activities
  • Technical analysis
  • Spreadsheet development
  • Quality assurance monitoring
  • Goals and performance
  • Gospel music
  • Progress reporting
  • Technical writing
  • Administrative support
  • Data management
  • Membership renewals
  • Verbal/written communication
  • Preparing financial statements
  • Team support
  • Account management
  • Financial statements
  • Budget administration
  • Computer proficiency
  • Cash handling expertise
  • Report preparation
  • Schedule management
  • General ledger accounting
  • Performance coordination
  • Meeting coordination
  • Retail store support
  • Microsoft Excel
  • Accounts payable
  • Teaching experience
  • Service standard compliance
  • Customer relationship management (CRM)
  • Banking
  • Internal controls development
  • Volunteer coordination expert
  • Documentation management
  • Training development aptitude
  • Follow-up skills
  • Collections
  • Accounting management
  • Church curriculum
  • Quality assurance processes
  • Meeting scheduling
  • Client relations
  • Interviewing and hiring
  • Crisis management
  • Classroom housekeeping
  • Process analysis
  • International sales support
  • Building rapport
  • Coaching and mentoring
  • Internal control management
  • Homework assignments
  • Documentation review
  • Business correspondence writing
  • Inbound call answering
  • Account review
  • Class and lesson planning
  • Complaint investigation
  • Organization and recordkeeping
  • Client relationship management
  • Data analysis
  • Critical thinking
  • Best practices
  • Client relationships
  • Problem-solving skills
  • Product promotion
  • Work prioritization
  • Processing payments
  • Classroom management
  • Internal audits
  • Call management
  • Conflict resolution
  • Teamwork
  • Financial reporting
  • Course preparation
  • Risk analysis and mitigation
  • Computer skills
  • Scheduling
  • Training and development
  • Teamwork and collaboration
  • Due diligence
  • Ethics expertise
  • Process development
  • Billing and invoicing
  • Understanding customer needs
  • Coordination
  • Documentation
  • Problem-solving
  • Academic writing
  • Audit reporting
  • Calm under pressure
  • Product and service solutions
  • Staff management
  • Time management
  • Classroom leadership
  • Deficiency detection
  • Operations support
  • Money handling
  • Team supervision
  • Paperwork processing
  • Problem-solving abilities
  • Strategic financial planning
  • Presentations and public speaking
  • Quality control
  • Presentation development
  • Problem resolution
  • Prioritization
  • Public speaking
  • Multitasking
  • Asset management
  • Work Planning and Prioritization
  • Teamwork skills
  • Multitasking Abilities
  • Student mentoring
  • Quality testing
  • Phone etiquette
  • Staff training
  • Cost management
  • Account updating
  • Employee training
  • Contract documentation management
  • Staff supervision
  • Customer education
  • Reliability
  • Leadership training
  • Data entry
  • Loan documentation
  • Excellent communication
  • Financial modeling
  • Goals setting
  • Professional writing
  • Sales planning
  • Brand representation
  • Active listening
  • Pricing and costing
  • Cultural sensitivity
  • Creative thinking
  • Market awareness
  • Appointment scheduling
  • Performance reviews
  • Effective communication
  • Performance metrics
  • Technology integration
  • General ledger review
  • Technical presentations
  • Office equipment proficiency
  • Relationship management
  • Adaptability and flexibility
  • Online teaching
  • Presentations
  • Performance monitoring
  • Issue and complaint resolution
  • Conflict mediation
  • Sales professional
  • Budget control
  • Account reconciliation
  • Employee development
  • Accounting principles
  • Group facilitation
  • Detail-oriented
  • Administrative and office support
  • Community relations
  • Task prioritization
  • Analytical reasoning
  • Financial management
  • Idea development and brainstorming
  • Resourcefulness
  • Store maintenance
  • Travel planning
  • Reporting oversight
  • Distance learning
  • Data collection
  • Sales development
  • Self-critiquing skills
  • Business administration
  • Self motivation
  • Discussion facilitation
  • Product and service sales
  • Loans
  • Interpersonal skills
  • Student counseling
  • Test planning
  • Analytical thinking
  • Goal setting
  • Mind mapping
  • Professionalism
  • Budget preparation
  • Phone and email etiquette
  • Interpersonal communication
  • Filing
  • Sales management
  • Time management abilities
  • Quality assurance background
  • Documentation and reporting
  • Quality assurance management
  • Quality standards determination
  • Team leadership
  • Marketing
  • Key performance indicators
  • QA reporting
  • Quality assurance guidance
  • Bank security expert
  • Dependable
  • Multi-tasking

Interests

  • Enjoy participating in sports for overall physical and mental well-being
  • Homelessness Outreach
  • Participating in local clean-up initiatives
  • Offering time and support to shelters for the homeless, women, and animals
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • I enjoy helping others and giving back to the community
  • Music
  • Youth Development Programs
  • Getting involved in local advocacy groups to promote positive change in the community
  • Youth mentor, providing guidance and support to empower the next generation of leaders
  • Volunteering
  • Outdoor Recreation
  • Horseback Riding
  • Cooking
  • Exploring famous landmarks, historical sites, and cultural attractions in a new destination
  • Growing herbs, vegetables, or fruits in home gardens
  • Camping
  • Swimming

Timeline

Deputy Branch Manager

BSP Financial Group (Fiji) Pte Limited
10.2024 - 01.2025

Project Intern

BSP Financial Group (Fiji) Limited
04.2024 - 08.2024

Gospel Choir Director

Vatulesi Family Ministry Singing Group
03.2021 - 01.2025

Church Treasurer

Valenicina SDA Church , Fiji
01.2021 - 01.2025

Branch Quality Assurance Officer

BSP Financial Group (Fiji) Limited
09.2020 - 10.2024

Sabbath School Teacher

Valenicina Seventh Day Adventist Church
01.2020 - 01.2025

Customer Service Leader

BSP Financial Group (Fiji) Limited
03.2008 - 03.2014

Customer Service Officer

BSP Financial Group (Fiji) Limited
05.2005 - 02.2008

Certificate of Completion - Managing Workplace Diversity: Issues & Challenges

University of The South Pacific

Certificate of Completion - Value Based Selling

Fiji National University

Diploma in Accounting - Accounting

Fiji National University

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