Fu'A Lole
Long Beach,New South Wales
Summary
Experienced customer service professional with a background in airport operations, retail management, and guest service. Skilled in passenger support, travel document verification, and conflict resolution. Known for effective communication, teamwork, and a steady approach in fast-paced, high-pressure situations.
Overview
1
1
Language
1
1
Certification
22
22
years of professional experience
Work History
Customer Service Agent / Relief Supervisor
QantasLink
Mascot, New South Wales
02.2023 - Current
- Assist passengers with check-in, boarding, and travel inquiries
- Coordinated with ground staff and cabin crews on passenger movements
- Operate A220/E190 Aerobridge with precision and safety
- Team player, resilient, and disciplined to achieve high levels of accuracy, productivity, and efficiency
- Provided excellent customer service by promptly addressing customer inquiries and complaints with a professional and courteous attitude.
- Experience in a customer-facing and disruption handling function within the airport ability to adapt to a variety of disruption situations
- Excellent interpersonal skills with experience working with colleagues at all levels of the organization and adapting to diverse work styles
Customer Service / Bar Attendant
Batemans Bay Soldiers Club
Batemans Bay, New South Wales
10.2016 - 03.2026
- Provided excellent customer service by anticipating guests' needs and responding promptly to requests.
- Provided friendly service and resolved routine bar enquiries, improving overall patron experience.
- Supported gaming room patrons and coordinated timely drinks delivery during peak times, ensuring service efficiency.
- Monitored responsible service of alcohol and followed club liquor procedures.
- Assisted managers in training new staff members on bar operations procedures.
- Built excellent relationships with guests to achieve repeat business.
Store Manager
Dick Smith
Batemans Bay, New South Wales
02.2005 - 10.2016
- Directed daily store operations, ensuring compliance with company policies and enhancing overall store performance.
- Supervised sales associates, coaching staff on customer service standards to improve customer satisfaction.
- Established customer service standards and monitored staff compliance.
- Resolved customer concerns and supported service recovery at store level.
- Trained new hires on point-of-sale systems and store processes.
- Enforced merchandising standards and maintained organized sales floor presentation.
- Scheduled shifts and managed labor coverage for retail store needs.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Monitored inventory levels and coordinated stock replenishment with suppliers.
- Oversaw inventory management through cycle counts, audits and shrinkage control.
- Recruited, trained and supervised new employees.
- Prepared monthly reports on sales figures, expenses, profits.
Education
High School Diploma -
Mt Roskill Grammar
Auckland, NZ10-1998
Skills
- Passenger check-in
- Boarding coordination
- Aerobridge operation
- Travel document verification
- Disruption management
- Customer relationship management
- Time management
- Teamwork and collaboration
- Effective communication
Languages
Samoan
Professional
Certification
- First Aid
- Responsible Service of Alcohol
- Responsible Conduct of Gambling
- Working with Childrens check NSW
- Certificate IV Customer Service
- Certificate IV Front Line Management
Timeline
Customer Service Agent / Relief Supervisor
QantasLink
02.2023 - Current
Customer Service / Bar Attendant
Batemans Bay Soldiers Club
10.2016 - 03.2026
Store Manager
Dick Smith
02.2005 - 10.2016
High School Diploma -
Mt Roskill Grammar