Open To Work
GLORIA SU'A
Brisbane,QLD
Summary
More than 25 years of professional customer service experience across government and telecommunications sectors. Proven ability to build strong relationships with customers at all levels. Skilled in handling escalations, training, and mentoring colleagues, and ensuring compliance with policies and legislation.
Reliable, adaptable, and highly organized, with excellent communication skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
SENIOR CLIENT SERVICE ADVISOR
Ministry of Business, Innovation & Employment
04.2023 - 05.2025
- Provided accurate advice and support to customers through high-volume inbound calls and emails.
- Coached and mentored less-experienced colleagues to support capability and service quality.
- Delivered training to colleagues and managers on a new phone system, and stakeholder process changes.
- Managed escalations and complaints, ensuring timely and appropriate resolution.
- Monitored and applied policy and legislative changes to ensure customer services remained compliant and consistent.
- Referred complex or serious complaints to the Tenancy Compliance and Investigations Team, in line with procedures.
CLIENT SERVICE ADVISOR
Ministry of Business, Innovation & Employment
11.2019 - 04.2023
- Provided accurate advice and support to customers through high-volume inbound calls and email inquiries.
- Assisted customers with Tenancy Tribunal applications, and explained related processes and requirements.
- Adapted quickly to changing stakeholder requirements by learning and supporting additional service lines.
- Monitored and applied policy and legislative changes to ensure customer services remained compliant and consistent.
MANAGED MOBILITY SPECIALIST
Vodafone NZ (formerly Telstraclear NZ)
10.2012 - 03.2019
- Delivered end-to-end managed mobility solutions for business customers, ensuring timely deployment, and high service satisfaction.
- Procured mobile devices and accessories, and managed hardware assets across their full lifecycle, supporting effective asset control and cost efficiency.
- Successfully resolved client escalations and complex billing inquiries, improving customer confidence and retention.
- Produced accurate weekly asset reports and monthly billing reports to support financial tracking, forecasting, and decision-making.
- Developed, maintained, and improved training and process documentation, contributing to consistent service delivery and improved team capability.
REQUEST FULFILLMENT ANALYST
TelstraClear NZ
02.2010 - 10.2012
- Processed and managed a high volume of internal and external service requests, prioritising tasks to support efficient day-to-day operations.
- Set clear expectations with stakeholders, and ensured requests were completed within agreed Service Level Agreement (SLA) timeframes.
- Coordinated with cross-functional teams and service providers to progress requests, proactively escalating issues to minimise delays and service impact.
SERVICE DESK ANALYST
TelstraClear NZ
10.2008 - 02.2010
- Delivered first-level technical support to business customers, resolving issues efficiently, and ensuring minimal downtime.
- Logged, categorized, and assigned support tickets to higher-level teams, improving workflow and response times.
- Escalated high-priority incidents and outages promptly, ensuring timely resolution, and client satisfaction.
- Communicated clearly with clients regarding technical issues and resolutions, maintaining transparency and trust.
- Mentored and trained new analysts, enhancing team capability and knowledge retention.
INCIDENT MANAGEMENT ANALYST
TelstraClear NZ
04.2003 - 10.2008
- Coordinated incident and service requests with the technical support team, ensuring timely and effective resolution.
- Delivered high-quality, efficient service to customers, consistently meeting performance expectations.
- Supported third parties and internal teams in achieving Service Level Agreement (SLA) compliance, while maintaining operational standards.
- Escalated unresolved issues promptly to minimise service disruption, and mentored new analysts to strengthen team capability.
Skills
- Customer service and complaint management
- Training and mentoring
- Coaching and development
- CRM proficiency
- Technical support systems
- Conflict resolution strategies
- Escalation management
- Policy compliance
- Effective communication
- Team collaboration
Certification
Level 4 - Government Regulatory Compliance (Operational Knowledge)
Skills and Government Regulatory Practise Initiative
July 2022
Skills and Government Regulatory Practise Initiative
July 2022
References
Coralie Berryman
Team Leader
Ministry of Business, Innovation & Employment
+64 22 633 6007
coralie.berryman@mbie.govt.nz
Nigel Schofield-Matthews
Team Leader
Ministry of Business, Innovation & Employment
+64 21 313 258
nigel.schofield-matthews@mbie.govt .nz
Bharti Arya
Team Leader
Vodafone NZ
0404 526 095
bhartiarya@gmail.com
References
References available upon request.
Timeline
SENIOR CLIENT SERVICE ADVISOR
Ministry of Business, Innovation & Employment
04.2023 - 05.2025
CLIENT SERVICE ADVISOR
Ministry of Business, Innovation & Employment
11.2019 - 04.2023
MANAGED MOBILITY SPECIALIST
Vodafone NZ (formerly Telstraclear NZ)
10.2012 - 03.2019
REQUEST FULFILLMENT ANALYST
TelstraClear NZ
02.2010 - 10.2012
SERVICE DESK ANALYST
TelstraClear NZ
10.2008 - 02.2010
INCIDENT MANAGEMENT ANALYST
TelstraClear NZ
04.2003 - 10.2008