CAROL PUPU
Weir Views,VIC
Summary
Determined individual who is looking to represent a Company I can utilize my skills and exceed in. Carrying a strong ethical background of 6 years working in Customer service/Contact Centre (Inbound & Outbound), 2 years of Dispatch, 4 years of Reception/Administrative Assisting and 2 years in Student Experience/Online Webchat Support. I am currently employed in Centre Management at DFO Essendon (Permanent Part time) as a Guest Experience Representative, since being here I have completed Duty Manager training and have worked Duty Manager shifts alone during the busiest days of the week. Over the years of employment my skills and qualities have increased in value and having a history of working with people form varied backgrounds has educated a more diverse perspective for myself in the work field. I am willing to learn new things and take on challenges where I naturally strive to attaining a well above satisfied result. Accompanying a strong work ethic is an outgoing and fun personality who is fond of working in a team or independently.
Overview
14
14
years of professional experience
Work History
Guest Experience Rep/Duty Manager
Centre Management DFO Essendon
Essendon Fields, VIC
06.2022 - Current
- Collaborated with upper management to improve productivity of operations.
- Maintained professionalism in customer interactions, answered concerns and resolved problems with friendly and knowledgeable approach.
- Resolved customer inquiries and complaints requiring management-level escalation.
Student Experience/Contact Centre/Online Chat Student Support
Chisholm Institute
Dandenong, VIC
05.2019 - 12.2021
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
Receptionist/Admin
TNT Logistics
Auckland, NZ
03.2016 - 01.2019
- Responded promptly to emails from customers and other departments within the organization.
- Answered incoming calls in a professional and polite manner, responding to customer queries or directing them to the relevant department.
- Organized files and spreadsheets to simplify staff access or retrieval.
- Assisted with administrative tasks such as data entry into company databases.
Reception/Administrative Assistant
The Knowledge Warehouse TKW Call Centre
New Market, New Zealand
04.2014 - 02.2016
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Directed customer communication to appropriate department personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
Dispatch/Contact Center Representative
ADT Security
Onehunga, New Zealand
02.2012 - 02.2014
- Provided top quality control and eliminated downtime to maximize revenue.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
Retail Assistant
Valleygirl
Auckland, NZ
01.2010 - 02.2012
- Followed company policies regarding returns, exchanges, refunds and other transactions.
- Restocked shelves, racks and bins with latest merchandise and changed signage to promote special items.
- Calculated pricing, applied discounts and collected payments to process transactions.
- Answered store and merchandise questions and led customers to wanted items.
Education
NCEA Level 3 (With University Entrance) -
Southern Cross Campus
01.2009
School Prefect -
01.2009
NCEA Level 2 (Endorsed with Excellence) -
Southern Cross Campus
01.2008
NCEA Level 1 (Endorsed with Excellence) -
Southern Cross Campus
01.2007
Netball Prems Manager -
Diploma in ECE Level 5 -
AUT
Skills
- Performance Management
- Excellent Customer Service
- Dependable/Time Management
- Sufficient/Progressive Communication Skills
- Work independently with minimal guidance
- Proficient with computers, Microsoft Office
References
- Juliana Antony Anitone (Team Leader), Chisholm Institute, +61420235831, juliana.antonyanitone@chisholm.edu.au
- Jasmine Peato (2ic), Chisholm Institute, 0410599732
- DFO Centre Management, Available on request (new management team)
Timeline
Guest Experience Rep/Duty Manager
Centre Management DFO Essendon
06.2022 - Current
Student Experience/Contact Centre/Online Chat Student Support
Chisholm Institute
05.2019 - 12.2021
Receptionist/Admin
TNT Logistics
03.2016 - 01.2019
Reception/Administrative Assistant
The Knowledge Warehouse TKW Call Centre
04.2014 - 02.2016
Dispatch/Contact Center Representative
ADT Security
02.2012 - 02.2014
Retail Assistant
Valleygirl
01.2010 - 02.2012
NCEA Level 3 (With University Entrance) -
Southern Cross Campus
School Prefect -
NCEA Level 2 (Endorsed with Excellence) -
Southern Cross Campus
NCEA Level 1 (Endorsed with Excellence) -
Southern Cross Campus
Netball Prems Manager -
Diploma in ECE Level 5 -
AUT
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