Eseta Ropati
Saint Marys
Summary
Passionate about promoting customer satisfaction by delivering exceptional quality customer service. Dedicated Customer Service professionalAlongside, Excellent time management and organisational skills with Strong leadership and problem-solving skills to overcome unexpected challenges. Maintain knowledge of service deliverystate tax legislation, policies and proven multitasking abilities. Strong leaderprocedures and problem-solver dedicatedbusiness rules to streamlining operationsensure consistency of advice to decrease costs and promote organizational efficiency. customers. Understanding and meeting customer’s expectations. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Service NSW
Gregory Hills
03.2023 - Current
- Develop and maintain a thorough knowledge of information resources Service NSW operating practices and procedures.
- Provide accurate, effective and high quality customer service with Service NSW vision, mission, values and business requirements as assessed by internal quality reviews.
- Acknowledge and resolve customer complaints arising from complex agency transactions and accurately record and escalate unsolved issues through appropriate channels.
- Ensure client satisfaction as a priority as assessed and monitored through customer feedback.
- Create a positive relationship in all customer interactions across all interactions channels, maintaining a professionally, courteous and friendly manner
Airport Customer Service Agent
Etihad Airways And Fly Emirates
Sydney
01.2022 - 07.2022
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
Customer Service Agent
Virgin Australia
Melbourne Airport
01.2020 - 12.2021
- Checking guests for their flights both domestic and international.
- Re-booking of flights and handling flight disruptions and cancellations.
- Assisted guests with check-ins and any additional services needed.
- Exceptional grooming and reliability skills.
- Assisting guests at domestic/international check-in counters or kiosks and priority counters.
- Practising safety and security.
- Weighing and tagging baggage.
- Check for identification before boarding for flight.
Flight Attendant
QANTAS AIRWAYS LTD MELBOURNE
Melbourne Airport
01.2016 - 12.2019
- Ensured aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Resolved passenger situations during flight involving disorderly passengers and medical emergencies.
- Ensure safety and comfort of customers onboard aircraft.
- Greeted passengers, assisted with carry-on baggage stowage, and delivered onboard announcements.
- Served beverages and food items from refreshment cart and provided information about in-flight offerings to passengers.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep abreast of all new requirements and procedures.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Education
High School Certificate -
St Patrick's College
Campbelltown, NSWCertificate For Flight Attendant Career Training -
Sydney, NSWCertificate III in Travel And Tourism -
Bankstown
BankstownCertificate III in Business -
Campbelltown, NSWSkills
- Exceptional customer service skills
- Excellent Interpersonal and communication skills
- High attention to detail
- Problem resolution
- Ability to work independently
- Team collaboration
- Resilience
- Adaptability
- Ability to empathize with customers
- Strong stakeholder relationship management
- Time management
- Organizational skills
- Positive mindset
References
- Jasmine Downey, Service NSW Manager, 0437609204
- Raquel Monaco, Virgin Australia Supervisor, 0413738587
Timeline
Customer Service Representative
Service NSW
03.2023 - Current
Airport Customer Service Agent
Etihad Airways And Fly Emirates
01.2022 - 07.2022
Customer Service Agent
Virgin Australia
01.2020 - 12.2021
Flight Attendant
QANTAS AIRWAYS LTD MELBOURNE
01.2016 - 12.2019
High School Certificate -
St Patrick's College
Certificate For Flight Attendant Career Training -
Certificate III in Travel And Tourism -
Bankstown