FAIVA TANIELU
WERRIBEE,VIC
Summary
Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Smart Service Queensland Government Contact Centre
08.2016 - 10.2019
- Properly direct inbound calls in phone queues to improve call flow.
- Identifying client needs and making appropriate decisions on the correct referral process.
- Providing the customer with accurate and relevant information in response to their inquiries.
- Demonstrated mastery of the customer service call script within specified timeframes.
- Trained new employees in customer service script recitation, conflict resolution, data entry practices, and government software.
Data Entry Operator/Mail Sorter
Queensland Shared Service (QSS)
04.2016 - 08.2016
- Processed cash and cheques from customers.
- Receiving, sorting, and recording mails and packages.
- Ensured that all mail and packages are correctly labeled for mailing.
- Scanning incoming parcels, and ensuring proper seals and labels for outgoing items.
Customer Service Representative
St John Contact Centre
11.2014 - 03.2016
- Address customer service inquiries in a timely and accurate fashion.
- Give appropriate information and update customers' ambulance membership details.
- Assisting customers by taking payments over the phone for their ambulance invoices.
- Checking and booking first aid courses for the customers.
- Maintained a high level of reliability by taking very little unscheduled time off.
Customer Service Representative/ Cashier
KFC
04.2014 - 11.2014
- Offering excellent customer service to customers.
- Working effectively within a team and individually.
- Handling of cashier-related inquiries from customers.
- Ensure all actions are completed accurately and within agreed timeframes.
Part Time Stock Taker
Cotton On Retail Warehouse
09.2013 - 02.2014
- Store items in order, and ensure the correctness of the details of the entries listed.
- Counting inventories/inventory checking.
- Ensure that missing assets are noted, and action is taken to locate them.
Education
Bachelor of Business - Accounting
Manukau Institute of Technology University
New Zealand01.2014
NCEA Level 1, 2, 3 - Educational Achievement
Tangaroa College
New Zealand01.2010
Certificate of Emergency First Aid -
New Zealand Career College
New ZealandSkills
- Excellent communication and customer service skills
- Strong attention to detail
- Adaptability and flexibility
- Advanced knowledge in computer systems and software
- Organisational skills in State Government Sector
- Ability to work under pressure
- Payment processing
- Hold a full driver’s license
References
- Varun Kewal, SSQ Supervisor, 0417606422, varun.kewal@smartservice.qld.gov.au
- Christian Saville, QSS Supervisor, 07 30215074, christian.saville@dsiti.qld.gov.au
Other Qualifications
- Certificate of Achievement in Introduction to Business, Level 2, at Manukau Institute of Technology
- Certificate of Emergency First Aid at New Zealand Career College
Timeline
Customer Service Representative
Smart Service Queensland Government Contact Centre
08.2016 - 10.2019
Data Entry Operator/Mail Sorter
Queensland Shared Service (QSS)
04.2016 - 08.2016
Customer Service Representative
St John Contact Centre
11.2014 - 03.2016
Customer Service Representative/ Cashier
KFC
04.2014 - 11.2014
Part Time Stock Taker
Cotton On Retail Warehouse
09.2013 - 02.2014
Bachelor of Business - Accounting
Manukau Institute of Technology University
NCEA Level 1, 2, 3 - Educational Achievement
Tangaroa College
Certificate of Emergency First Aid -
New Zealand Career College
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