CHERISH MANAIA
Melton,Victoria
Summary
I’m a people-focused customer service professional with hands-on experience supporting clients at Air New Zealand and across busy telecommunications contact centers. I’ve built a strong track record for resolving complex issues with care, efficiency, and a genuine drive to help others—especially when needed.
In high-pressure environments, I stay calm, focused, and consistently hit performance goals while juggling multiple priorities. I’m confident using Salesforce and other CRM tools to track interactions and deliver personalised support. Whether it’s navigating a tough conversation, or just lending a kind ear, I take pride in making every customer feel heard and supported.
Overview
11
11
years of professional experience
Work History
Call Centre Customer Service Representative
First Source (Telstra Partner)
Melbourne , Victoria
09.2024 - Current
- Work within a team to answer telephone-based end-user queries, verify information, and monitor and respond to incoming and outgoing phone calls.
- Handle inbound and outbound calls related to payment assistance inquiries. Assess customers’ financial situations and recommend appropriate payment solutions
- Set up, modify, or cancel payment arrangements in line with company guidelines
- Educate customers on available financial support options and eligibility criteria
- Maintain accurate records of customer interactions and agreements. De-escalate emotionally charged situations with professionalism and empathy
- Collaborate with internal departments to resolve complex cases
- Meet individual and team performance targets (e.g., call quality, resolution time)
Flight Attendant
Air New Zealand
01.2021 - 01.2024
- Assisted passengers during the deplaning process by providing directions or other information as requested
- Stocked the aircraft cabin with items such as newspapers, magazines, and beverages
- Ensured the quality of customer experience by resolving any issues that arose during the flight promptly and professionally
- Verified boarding passes and passports for all passengers
- Performed pre-flight checks on the aircraft's interior components, such as exit doors and lavatories.
- Cooperated with pilots and crew members while performing duties on board the plane
- Greeted passengers, answered questions, and directed them to their seats
- Maintained accurate records of supplies such as meals, snacks, beverages, blankets, pillows
- Report any incidents or irregularities regarding the aircraft or equipment to the captain immediately.
- Adhered to company policies regarding security measures and protocol at all times
Lounge Assistant
Air New Zealand
Christchurch, NZ
01.2018 - 01.2021
- Provided excellent customer service by anticipating guest needs and responding quickly to requests
- Organized inventory of supplies in order to keep a well-stocked bar area throughout shift hours
- Restocked beverage coolers on a regular basis during working hours
- Ensured compliance with health department regulations regarding food safety standards.
- Processed payments through cash register or credit card machine quickly without errors
- Maintained cleanliness of lounge area, including dusting tables and chairs, wiping down surfaces, and emptying trash cans
- Assisted customers to choose appropriate items from the menu
- Performed opening and closing duties such as setting up the bar counter or cleaning up the lounge area at closing time
- Resolved customer complaints or issues in a professional manner while adhering to company policies
Cafe Server
Hellers Cafe
Christchurch, NZ
01.2015 - 01.2017
- Provided excellent customer service at all times
- Practiced safe food handling techniques at all times while on shift.
- Greeted customers and provided them with menus
- Ensured that all orders were accurate before delivering them to the customers
- Resolved customer complaints in a professional manner
- Communicated effectively with kitchen staff regarding special requests or dietary restrictions
- Ensured that tables were properly set up with clean silverware and dishes
- Helped other servers as needed or requested
Education
BA - Tourism Management
New Zealand School of Tourism
01.2020
High School Certificate -
Kaiapoi High School
01.2016
Skills
- Clear and confident communicator – able to connect with people, explain things, and listen to what’s being said (and sometimes what’s not)
- People-first support – I’ve helped customers feel heard, respected, and taken care of – even in challenging situations
- Master of the Clock – I know how to juggle competing priorities, meet deadlines, and still deliver quality work
- Creative problem solver – whether it’s a quick fix or a complex issue, I enjoy figuring out the best path forward
- Contact Centre Pro – experienced in high-volume environments where empathy, patience, and speed all matter
- Tech-savvy with Salesforce – comfortable navigating CRM platforms like Salesforce to track, document, and personalise customer interactions
Languages
- English
- Samoan
References
References available upon request.
Timeline
Call Centre Customer Service Representative
First Source (Telstra Partner)
09.2024 - Current
Flight Attendant
Air New Zealand
01.2021 - 01.2024
Lounge Assistant
Air New Zealand
01.2018 - 01.2021
Cafe Server
Hellers Cafe
01.2015 - 01.2017
BA - Tourism Management
New Zealand School of Tourism
High School Certificate -
Kaiapoi High School
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