Faapaia Hellesoe
Melbourne,VIC
Summary
Proven in enhancing customer satisfaction and streamlining operations, my tenure at Dnata showcased my ability to manage high-pressure situations with empathy and efficiency. Leveraging strong organizational skills and deep knowledge of airline policies, I significantly contributed to on-time departures and security compliance, embodying a blend of technical proficiency and exceptional service management.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Passenger Service Agent
Dnata
Melbourne, Victoria
03.2024 - Current
- Maintained up-to-date knowledge of airline policies and procedures to provide top-quality service.
- Resolved passenger issues with empathetic communication and effective problem-solving techniques.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Assisted passengers with special needs, ensuring a comfortable and positive travel experience.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Provided exceptional customer service, addressing passenger concerns promptly and professionally.
- Educated passengers on safety procedures and provided assistance to disabled passengers
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Safeguarded sensitive passenger information by maintaining strict confidentiality standards at all times.
- Checked in luggage and confirmed all carry-on items
- Maintained accurate records of flight information to provide timely updates to passengers.
- Enhanced customer satisfaction by providing efficient check-in and boarding services.
- Tagged baggage and routed to appropriate location for loading and screening.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Ensured compliance with safety regulations, adhering to strict guidelines during boarding procedures
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
Online Customer Service Representative
Country Road Group Ltd
Melboune, Victoria
03.2017 - 02.2024
- Maintained a high level of professionalism and composure during challenging interactions, leading to positive outcomes for both the customer and the company.
- Answered live online chats to give quick answers and solve problems faster.
- Helped customers navigate website to order Product or Service online for added convenience and access to larger inventory.
- Developed customer service processes to improve customer satisfaction.
- Identified trends in customer concerns and proactively suggested improvements to products, services, or processes.
- Assisted clients with product questions to facilitate online ordering process.
- Built long-lasting relationships with customers by providing consistent follow-up on previous interactions until full resolution was achieved.
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Supported new team members by sharing knowledge and best practices for handling challenging situations in an online environment.
- Streamlined response times by effectively managing a high volume of customer messages, emails, and chat interactions.
- Worked well in a team setting, providing support and guidance.
Mail Sorter
Australia Post
05.2014 - 01.2017
- Received and sorted incoming mail, ensuring accurate delivery to intended recipients.
- Reviewed incoming mail for proper date, postage and barcode scans.
- Collaborated with team members to ensure timely processing of high-volume mail shipments.
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
- Maintained a clean and organized work environment for optimal sorting efficiency.
- Assisted in the training of new employees, sharing best practices for efficient mail sorting processes.
- Maximized productivity by efficiently managing workflow during peak hours or periods of high volume activity.
- Scanned incoming pieces, logging and uploading information into mail-tracking system to support resolution of future inquiries.
- Supported postal service operations by performing additional tasks as needed, such as package handling or customer assistance.
- Improved overall workplace safety through proper handling of hazardous materials and packages.
- Contributed to a reduction in lost or misplaced mail through diligent tracking and record-keeping procedures.
- Evaluated mail trays to determine proper placement.
- Reduced delivery errors by accurately categorizing and labeling outgoing mail.
- Enhanced mail sorting efficiency by implementing automated sorting systems.
Telephone Operator
Samoa Communication Services
Apia, Samoa
04.2003 - 07.2012
- Supported mission success through diligent logging and documentation of all transmitted messages as per established protocols.
- Promoted a safe working environment with adherence to OSHA guidelines while handling potentially hazardous materials or equipment related to radio communication systems.
- Safeguarded sensitive information with strict compliance to security protocols while handling classified communications.
- Facilitated smooth collaboration among team members through timely updates of relevant information via radio transmissions during operations.
- Maximized situational awareness through real-time monitoring of multiple channels simultaneously, ensuring comprehensive coverage of all pertinent communications.
- Minimized signal interference by routinely conducting frequency scans and adjusting channels accordingly for optimal performance.
- Advanced personal expertise with continuous learning about emerging trends in radiotelephony technology, enhancing overall skill set and knowledge base.
- Streamlined communication processes by training new hires on proper use, operation, and maintenance of radio equipment.
- Boosted team coordination through precise transmission of information during high-pressure situations, resulting in successful operations.
Education
Diploma -
Diploma in Management
Vostro Institute 11.2016
Business Administration Level 3&4 -
NZMA
Auckland NZ04.2014
Skills
- Passenger Assistance
- Customer Service Management
- Baggage handling
- Strong Organization
- Emergency Procedures
- Check-in procedures
- Airline Policies
- Ticketing knowledge
- Computer Terminal Operations
- Cash Management
- Reservation Systems
- Boarding gate procedures
- Airport Security
- Performance Improvements
- Check-in processes
Certification
Health and Safety Certificates
Timeline
Passenger Service Agent
Dnata
03.2024 - Current
Online Customer Service Representative
Country Road Group Ltd
03.2017 - 02.2024
Mail Sorter
Australia Post
05.2014 - 01.2017
Telephone Operator
Samoa Communication Services
04.2003 - 07.2012
Diploma -
Diploma in Management
Business Administration Level 3&4 -
NZMA
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