Esita Likubiau

Work History

Operations Manager Insource & Banking

RCL Services

Nasinu, Suva Fiji

08.2022 - Current

Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Carried out day-day-day duties accurately and efficiently.
Demonstrated respect, friendliness and willingness to help wherever needed.
Worked flexible hours; night, weekend, and holiday shifts.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Proved successful working within tight deadlines and fast-paced atmosphere.
Developed and maintained courteous and effective working relationships.
Resolved problems, improved operations and provided exceptional service.
Improved operations through consistent hard work and dedication.
Exceeded goals through effective task prioritization and great work ethic.
Participated in team-building activities to enhance working relationships.
Used coordination and planning skills to achieve results according to schedule.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Drove operational improvements which resulted in savings and improved profit margins.
Identified issues, analyzed information and provided solutions to problems.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
Onboarded new temps by entering employee information into systems.
Resolved conflicts and negotiated mutually beneficial agreements between parties.

Assistant Operations Manager ( Telco & Utilities )

RCL Services

Nasinu, Suva

10.2018 - 07.2022

Supervised operations team to support operational excellence and excellent customer service.
Set Expectations on Compliance and Quality for all teams every month .
Developed and maintain operational guidelines for staff.
Provide training to team members specifically targeting areas of improvement in Quality and collections
Pioneered new Portfolios for short trial leading to expansion and long term contracts
Monitored employee productivity and optimized procedures to reduce costs.
Prepare Operational Reports on day to day, weekly and month basis
Evaluated current operational strategies and recommend improvements.
Taught employees how to collaborate on daily job tasks and achieve Client targets that is to be Number 1 amongst our Competitors
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Enhanced employee management by developing schedules, tracking time and administering payroll.
Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
Used coordination and planning skills to achieve results according to schedule.
Established KPIs to oversee complaint volume, resolution time and other relevant metrics.
Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Reviewed and prepared written correspondence to address complex and sensitive customer complaints and inquires.
Established team priorities, maintained schedules and monitored performance.
Onboarded new employees with training and new hire documentation.
Delivered feedback to decision-makers regarding employee performance and training needs.
Approved regular payroll submissions for employees.
Raised performance in areas of collections, management and operations by identifying and targeting areas in need of improvement.
Collaborated with team members to achieve target results
Resolved problems, improved operations and provided exceptional service
Resolved problems, improved operations and provided exceptional service.
Actively listened to customers' requests, confirming full understanding before addressing concerns.
Participated in team-building activities to enhance working relationships.
Developed and maintained courteous and effective working relationships.
Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
Learned new skills and applied to daily tasks to improve efficiency and productivity.
Resolved conflicts and negotiated mutually beneficial agreements between parties.

Team Leader

RCL Services

Nasinu , Suva

02.2017 - 09.2018

Mentored and guided employees to foster proper completion of assigned duties.
Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
Built strong relationships with customers through positive attitude and attentive response.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Led team of 22 members while providing exceptional customer service
Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
Facilitated training for associates through daily coaching and regular performance appraisals.
Implemented new working processes to deliver multiple improvements.
Initiated timely response to emails, voicemails and written correspondence.
Coordinated weekly meetings for internal and external groups.
Assist HR team with new hire processing and existing training programs.
Molded team and embraced change to adapt within dynamic market.
Positioned as go-to person for up to 27 staff members, troubleshooting complex administrative and training issues promptly.
Coached team members in customer service techniques, providing feedback and encouragement toward reaching collection goals
Conducted training and mentored team members to promote productivity and commitment to friendly service
Initiated timely response to emails, voicemails and written correspondence

Debt Collections Officer

RCL Services

Nasinu , Suva

01.2017 - 11.2017

Maintained daily, weekly and monthly collection and metric goals.
Arranged for repayment or established repayment schedules based on customers' financial situations.
Increased collection of outstanding payments within personal finance department as individual contributor in collections process.
Identified accounts with overdue payments and found solutions to help bring loan to current status.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Answered customer questions regarding accounts.
Achieved performance goals on consistent basis.
Maintained high volume of calls and met demands of busy and productive group.
Entered client details and notes into system for interdepartmental access and review.
Worked in call centre environment handling manual and automatically dialed outbound calls.
Monitored accounts for compliance with established payment plans and flagged non-compliances.
Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
Listened to customers and negotiated solutions that met creditor and debtor needs.
Worked with customer to create debt repayment plan based on current financial condition.
Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications.
Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
Initiated repossession process or service disconnection upon failure of other collection methods.
Processed debtor payments and updated accounts to reflect new balance.
Used skip tracing and other techniques to locate debtors.
Used scripted conversation prompts to convey current account information and obtain payments.

Team Support Officer

RCL Services

Nasinu , Suva

01.2017 - 02.2017

Managed all aspects of administrative and personnel needs of ground supply operations.
Supervised manual and automated supply strategies, and connected with supply and data processing teams to facilitate communication and collaboration.
Demonstrated respect, friendliness and willingness to help wherever needed.
Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Maintained energy and enthusiasm in fast-paced environment.
Proved successful working within tight deadlines and fast-paced atmosphere.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Offered friendly and efficient service to customers, handled challenging situations with ease.
Developed and maintained courteous and effective working relationships.
Prepared and delivered investigative reports and briefings.
Handled administrative requirements, maintained records and submitted operational reports.
Oversaw teams planning, implementing and realigning field and base operational strategies.

Collections Officer

Mindpearl Group

Nasinu , Suva

05.2015 - 09.2016

Monitored accounts for compliance with established payment plans and flagged non-compliances.
Meeting Collections Targets every month
Achieving Monthly Quality & Compliance Targets
Assisted debtors in setting up payment plans to recover overdue balances.
Counseled debtors on payment options and arranged installment agreements.
Used scripted conversation prompts to convey current account information and obtain payments.
Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Customer Interaction Agent

Packleader Pacific

Laucala Beach, Suva

05.2012 - 12.2014

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Answered constant flow of customer calls with minimal wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Cultivated customer loyalty, promoted repeat business and improved sales.
Developed community reputation through commitment to customer satisfaction and strong client relationships.
Provided information regarding charge accounts and loyalty programs.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Delivered prompt service to prioritize customer needs.
Exhibited high energy and professionalism when dealing with clients and staff.
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.
Educated customers about billing, payment processing and support policies and procedures.

Customer Interaction Agent

Oceania Customer Interactions Services

Laucala , Suva

10.2011 - 12.2013

Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Offered advice and assistance to customers, paying attention to special needs or wants.
Responded to customer requests for products, services and company information.
Provided primary customer support to internal and external customers.
Recommended products to customers, thoroughly explaining details.
Cultivated customer loyalty, promoted repeat business and improved sales.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.

Typist

Tacirua Fijian School

Tacirua , Suva

01.2008 - 12.2010

Organized and prioritized proofreading, spell checking, document filing and data entry.
Completed basic calculations and formulas to verify data accuracy prior to entry.
Transcribed meeting minutes into digital format and stored in data repository.
Organized and maintained precise confidential personnel files.
Reviewed and corrected digital files of book drafts, story drafts and editorials.
Interacted with public on phone and at reception desk to answer questions and resolve issues.
Checked completed work for proper spelling, grammar, punctuation and format.
Entered data into databases in alphabetic and numerical order.
Verified data entered into database by reviewing, correcting and deleting data.
Prepared data by compiling and sorting information.
Secured information by completing database backups.
Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.

Summary

Overview

Work History

Operations Manager Insource & Banking

Assistant Operations Manager ( Telco & Utilities )

Team Leader

Debt Collections Officer

Team Support Officer

Collections Officer

Customer Interaction Agent

Customer Interaction Agent

Typist

Education

Advanced Diploma in Leadership And Management -

Certificate In General Hospitality: Tourism -

Certificate In Accounting - Accounting

Skills

Achievements

Referees

Timeline

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