Fetoai Sua
Donnybrook,VIC
Summary
I am reaching out to express my sincere interest in your company's Customer Service Consultant position. Connecting with customers, understanding their needs, and providing top-notch service is my passion. With over 5 years of experience in the customer service industry, I am diligent and kind with excellent customer service skills. I take pride in actively listening, addressing concerns, and offering solutions with a smile. I am committed to ensuring that every interaction leaves a positive impression and seek employment where good customer service and a positive attitude will make a difference. Thank you for considering my application.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Bristile Roofing
Wollert , 3750
03.2024 - 08.2024
- Handled escalated customer complaints regarding billing matters.
- Answered questions from customers regarding products and services offered by the company.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Received orders and prepared them for shipment by selecting items according to what was estimated for a job.
- Assisted Accounts Payable team during invoice processing by providing necessary information about purchase orders.
- Utilized various software and tools to streamline processes and optimize performance.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Care Team Lead & Coordinator
Molemap
01.2022 - 12.2023
- Diligent and kind with excellent customer service talents
- Also a very dedicated employee known for punctuality, pursuing employment options where good customer service and a positive attitude will make a difference.
- Conducted regular meetings with the customer care team to ensure quality performance and productivity.
- Resolved escalated customer complaints in a timely manner.
- Participated in recruitment activities such as interviewing prospective candidates.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Airport Customer Service Agent
Swissport
01.2018 - 01.2022
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Managed high-volume of inbound and outbound flights and customers
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Reviewed files, records and other obtained documents to respond to customer requests
- Multitasking during shifts, from checking in customers to boarding customers, departing and arriving aircrafts
- Documented conversations with customers to track requests, problems and solutions
- Responded to customer requests for unavailable products and suggested other suitable options
- Took payments for late fee, change fee and excess baggage.
Crew Member
Mcdonald
01.2018 - 01.2022
- Performed cleaning duties, including wiping tables and equipment, sweeping and refilling stock
- Kept restaurant lobby, front counter, drive-thru, kitchen and restrooms neat and clean throughout shift
- Entered orders into computer system to send order details to kitchen, mentioning customers' special requests and food allergies in person
- Drove team success by completing assigned task quickly and accurately
- Demonstrated proper food safety practices by accurately completing quality control checklist
- Observed safety precautions and practices when using heavy machinery and equipment
- Restocked supplies, removed trash and cleaned areas
- Answered customer questions and took orders.
Education
New Zealand Certificate in Travel Level 3 & 4 NZ Certificate in Tourism -
The International Travel College
01.2018
NCEA 1,2 & 3 -
Avondale College
01.2017
Skills
- Travel sales
- Upselling proficiency
- Travel reservations
- Telephone reception
- Customer reservations
- Multitasking
- Planning
- Communication
- Friendly, positive attitude
- People skills
- Critical thinking
- Account updating
- Scheduling
- Inbound and Outbound Calling
- Data Entry
- Order Processing
- JDE
- OSC
- Customer Service
- Microsoft Office
Cover Letter
Your company values align perfectly with my own, and I'm excited about the opportunity to contribute to your reputation for outstanding service. Thank you for considering my application. I look forward to hearing from you.
I am writing to express my genuine interests in the Customer Service Consultant position at your company. Connecting with customer/passengers, understanding their needs and providing top-notch service is my passion and I'm eager to bring my dedication to your team.
As a Customer Service Representative, I see each interaction as an opportunity to make someone's day a little better. I take pride in listening actively, addressing concerns and offering solutions with a smile. I believe that clear, friendly communication is the cornerstone of excellent service.
What sets me apart is my unwavering commitment in simplicity and satisfaction. I thrive in finding the most straightforward solutions to complex problems. I understand the importance of reliability in customer service, and I am dedicated to ensuring that every interaction leaves a positive impression.
To whom it may concern,
Sincerely,
Fetoai Sua
Languages
- English
- Samoan
References
Maintained a consistently high customer satisfaction score by resolving customer issues on the first call. Timely responded to customer inquiries that were sent via email or web submissions. Processed customer account changes using proprietary software. Provided customers with relevant information, processed their requests, and addressed any concerns they had about our services and products. Offered prompt, friendly, and knowledgeable service for routine questions and requests. Organized and prioritized tasks to accomplish service goals efficiently. Managed staff coverage and created schedules. Developed process guides for the customer care team to follow. Led and supervised a team of 11 individuals.
Timeline
Customer Service Representative
Bristile Roofing
03.2024 - 08.2024
Customer Care Team Lead & Coordinator
Molemap
01.2022 - 12.2023
Airport Customer Service Agent
Swissport
01.2018 - 01.2022
Crew Member
Mcdonald
01.2018 - 01.2022
New Zealand Certificate in Travel Level 3 & 4 NZ Certificate in Tourism -
The International Travel College
NCEA 1,2 & 3 -
Avondale College
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