Gloria Toatasi
ANKETELL,WA
Summary
Team oriented nature and expertise to handle diverse tasks, including keeping processes up to date, implementing new processes and training. Positive,clear and upbeat communicator dedicated to customer satisfaction. Proficient in keeping files and accounts organized with very high attention to detail.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor
The Mix Australia
Balcatta , WA
2014.06 - Current
- Developed and implemented customer service policies and procedures to improve quality of customer experience.
- Drafted responses for complex queries raised by customers using email or social media platforms.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Resolved escalated issues from team members or customers in an efficient manner.
- Conducted regular performance reviews of associates and used results to identify knowledge or skill gaps.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
- Monitored team performance against set targets and KPIs.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Conducted periodic audits of call recordings and emails sent by agents for quality assurance purposes.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Customer Service/Reception
The Mix Australia
Balcatta , WA
2020.08 - Current
- Supporting State managers, Team Leaders, Consultants and Customer
- Reception Duties - Taking payments & Administration
- General Admin using systems, NetSuite, Salesforce CRM, MS Office (Word and Excel)
- Processing Returns, Credits, and Invoicing
- Providing technical support and troubleshooting
- Responding to Customer enquiries via email and phone
- Liaising with Service technicians to arrange service bookings, quotes & reports
- Working closely with NDIS clients providing Quotes & Invoices for appliances
- Generating Tickets & Business enquiries to third party businesses and freight companies
- Provide excellent Customer service with a Helpful and friendly attitude.
Onboarding and Admin
3D Safety
Sydney , NSW
2019.03 - 2020.03
- Assisted with on-boarding process around 175 new hires in per week
- Creating and maintain audit files to ensure compliance and meet regulatory requirements
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
- General Admin using systems, 3D Safety, MS Office (Word and Excel)
- Organizing/Scheduling all Project induction with Agencies and Contractors
- Worked closely with Superintendents and Project Managers Sales Support
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Sales Support
Rodan and Fields
Sydney , NSW
2017.08 - 2018.08
- Helped cultivate and maintain business relationships by professionally handling partner and customer needs
- Coordinated responses and resources to handle special client requests such as Processing Adhoc orders using CS Cockpit & SAP Product knowledge and assistance with Compensation plans
- Dealing Directly with Independent Consultants (Frontline)
- Handling Escalations with Courier Companies for delayed orders
- High volume called and cases daily, working through 50-60 email cases daily and roughly 80+ calls Per day
- Developed working knowledge of CRM to effectively track sales leads and activities.
Education
HTML & CSS -
Codecademy
2023-12
Property Management Registration, WA (Restricted) -
Entry Education
01.2022
The Fundamentals of Digital Marketing -
Google Digital Garage
01.2022
Certificate III in Property Services -
Real Estate, Think Real Estate
01.2020
High School Diploma -
Auckland Girls Grammar School
01.2010
Skills
- Office administration skills
- Effective planning and Scheduling (Rosters)
- Data Entry/Maintaining files using CRM systems
- SAP experience / Oracle Netsuite - Orders, returns, invoicing, quotes & credits
- MS Office - Intermediate
- Type 50-60 WPM
- Strong Attention to Detail
- Professional & Customer Service focused
- Scheduling - Inductions bookings
- Tech support & Troubleshooting
- Employee onboarding and offboarding
- Work Prioritization & Time Management
- Performance Evaluations & Quality assurance
- Handling Escalations and resolving within timely manner
- Team Development, Training and mentoring
References
Available on request
Timeline
Customer Service/Reception
The Mix Australia
2020.08 - Current
Onboarding and Admin
3D Safety
2019.03 - 2020.03
Sales Support
Rodan and Fields
2017.08 - 2018.08
Customer Service Supervisor
The Mix Australia
2014.06 - Current
HTML & CSS -
Codecademy
Property Management Registration, WA (Restricted) -
Entry Education
The Fundamentals of Digital Marketing -
Google Digital Garage
Certificate III in Property Services -
Real Estate, Think Real Estate
High School Diploma -
Auckland Girls Grammar School
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