Fe'ao Moe Lotu Uhi
Mt Pleasant,QLD
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Agent Volunteer/Customer Service Representative
Nikua Money Transfer
04.2012 - 10.2016
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Resolved caller issues quickly and thoroughly.
- Processed customer orders quickly and accurately for timely delivery.
Administrator/Receptionist Administrator
OCS Airport Services
03.2009 - 11.2014
- Streamlined office operations by implementing efficient administrative systems and procedures.
- Improved employee productivity with effective time management strategies for daily tasks.
- Enhanced internal communication by creating a centralized information hub accessible to all staff members.
- Reduced overhead costs through careful budget management and resource allocation.
- Maintained accurate documentation of company policies and procedures for easy reference by all employees.
- Organized workflow and delegated tasks effectively to ensure timely project completion without compromising quality.
- Established an organized filing system that streamlined document retrieval and reduced misplaced files.
- Managed office inventory levels, ensuring adequate supplies were available while minimizing waste and unnecessary spending.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Maintained personnel records and updated internal databases to support document management.
- Collected, validated, and distributed information to employees.
- Completed forms and reports to facilitate admission, transfer or discharge.
- Generated reports to suggest corrective actions and process improvements.
- Coordinated with human resources department to handle payroll and personnel databases.
- Evaluated customer needs and feedback to drive product and service improvements.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
- Streamlined office operations for increased productivity by organizing and maintaining physical and digital filing systems.
- Enhanced customer satisfaction by efficiently managing incoming calls and directing them to appropriate departments.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Answered incoming calls, directing clients to individuals addressing specific needs.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Acted as first point of contact and set appointments for prospective clients.
- Took delivery of packages and documents, applying appropriate internal policies relating to chain of possession.
- Monitored visitor access and maintained situational awareness to promote on-site security and safety.
Baggage Service Agent/Customer Service Officer
OCS Airport Services
03.2007 - 03.2009
- Enhanced customer satisfaction by efficiently handling baggage-related inquiries and resolving issues promptly.
- Streamlined baggage processing for timely delivery, effectively managing luggage check-in and tagging procedures.
- Contributed to a positive work environment by supporting colleagues during peak travel times and heavy workload periods.
- Coordinated efforts with other airport personnel including security officers, ground crew members, customs agents, to ensure seamless services for all passengers involved.
- Updated records when lost, delayed or pilfered bags were found.
- Maintained clean, orderly work environment free of hazards.
- Assisted passengers with special needs, ensuring their travel experience was comfortable and stressfree.
Caregiver
Eascliffe Retirement Resort
03.2006 - 03.2007
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
- Facilitated smooth transitions between home care settings by coordinating services and communicating effectively with all parties involved.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Provided safe mobility support to help patients move around personal and public spaces.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming, changed sheets and made bed to keep patients' bedroom clean.
Administrator/Customer Service Representative
Housing New Zealand Cooperation
09.2005 - 03.2006
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
Leading Hand
Workforce Industries
02.2002 - 01.2004
- Enhanced team productivity by efficiently allocating tasks and closely monitoring progress.
- Developed a strong rapport with staff members through effective communication and leadership skills.
- Streamlined operations for increased efficiency by implementing new processes and procedures.
- Coordinated project resources, ensuring timely completion of tasks while maintaining high-quality standards.
- Mentored junior staff members to enhance their technical skills and boost overall team performance.
- Facilitated smooth workflows by proactively identifying potential issues and implementing corrective measures.
- Managed multiple projects simultaneously, adhering to strict deadlines without compromising quality or safety standards.
- Optimized resource allocation for improved project timelines and cost reduction efforts.
- Promoted safety awareness among the workforce, leading to reduced incidents and accidents on site.
- Leveraged technical expertise to troubleshoot equipment malfunctions and restore normal operations quickly.
- Delivered high-quality results consistently by enforcing rigorous quality control measures across all stages of the project lifecycle.
- Trained employees how to fix problems, correct mistakes and maximize productivity.
Education
Administration And Computing
Manukau Institute of Technology
Otara, AucklandPasifika Education Centre
Manukau, Auckland2004
High School Education
Tonga High School
Nukualofa, TONGA1998
Skills
- Paperwork Processing
- Customer Service
- Administrative Support
- Filing
- Executive Support
- Employee Supervision
- Office Administration
- Timesheet Processing
- Supplies Ordering
- Recordkeeping and File Management
- MS Office
Skills Attained
- Customer Services skills
- Leadership and Communications skills
- People and Organizations skills
- Administration skills
- Oral Speech skills
- Time Management skills
Preferred Name
Lupe
References
- Florence Fidow, OCS Airport Services, Team Leader, +6492568663, Florence.fidow@ocs.co.nz
- Penelope Peterson, Eastcliffe Retirement Resort, Nursing Manager, +6495219015, Penelope@eastcliffe.co.nz
Hobbies and Interests
- Spending quality time with my family and friends
- Reading and singing at church
- Travelling and exploring the surrounding area
Languages
Tonga
Native or Bilingual
Timeline
Agent Volunteer/Customer Service Representative
Nikua Money Transfer
04.2012 - 10.2016
Administrator/Receptionist Administrator
OCS Airport Services
03.2009 - 11.2014
Baggage Service Agent/Customer Service Officer
OCS Airport Services
03.2007 - 03.2009
Caregiver
Eascliffe Retirement Resort
03.2006 - 03.2007
Administrator/Customer Service Representative
Housing New Zealand Cooperation
09.2005 - 03.2006
Leading Hand
Workforce Industries
02.2002 - 01.2004
Administration And Computing
Manukau Institute of Technology
Pasifika Education Centre
High School Education
Tonga High School
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