Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

HELEN WALWAL

Port Moresby

Summary

Professional with demonstrated expertise in regulatory compliance, risk management, and policy enforcement. Skilled in identifying and mitigating potential risks, ensuring adherence to legal and regulatory standards. Strong focus on collaborative team efforts and achieving measurable results. Known for reliability, adaptability, and strategic problem-solving. Proficient in compliance audits, regulatory reporting, and developing effective compliance programs.

As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Fleet Compliance Officer

Black Swan (PNG) Limited
12.2024 - Current
  • Managed relationships with regulators, maintaining open lines of communication to ensure transparent operations.
  • Assisted with internal and external audits to confirm compliance with applicable laws and regulations.
  • Proactively addressed potential challenges and risks within transport operations, implementing mitigating strategies to ensure minimal disruption in service delivery.
  • Participated in industry conferences to stay abreast of emerging trends, technologies, and best practices in transportation management strategies.
  • Managed fleet inventory effectively to prevent shortages or surpluses, ensuring optimal vehicle availability at all times.
  • Reduced vehicle maintenance costs through regular inspections and preventive maintenance procedures.
  • Maintained strict compliance with safety regulations and industry standards, minimizing accidents and incidents during transport operations.
  • Ensured timely deliveries for customer satisfaction with proper planning and resource allocation.
  • Collaborated with cross-functional teams to address compliance concerns, fostering a culture of shared responsibility.
  • Evaluated new regulations for potential impact on business operations, taking proactive measures to ensure readiness for implementation.
  • Demonstrated adaptability in response to evolving industry standards, maintaining best practices in a dynamic regulatory environment.
  • Spearheaded investigations into potential violations, promptly addressing issues to maintain company reputation and avoid sanctions.
  • Streamlined reporting processes for improved efficiency in submitting data to regulatory agencies.
  • Improved transportation efficiency by streamlining routing and scheduling processes.
  • Monitored driver compliance with hours-of-service regulations, reducing instances of fatigue-related accidents on the road.
  • Collaborated with cross-functional teams to optimize logistics solutions, resulting in cost savings and improved service levels.
  • Worked with service providers to resolve issues and correct delays.
  • Complied with truck driving rules as well as company policies and procedures regarding safe vehicle operations.
  • Documented mileage, deliveries, pickups, customer issues and damages.
  • Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
  • Minimized company liability and risks to loads by obeying traffic laws.
  • Identified mechanical issues, completed basic repairs and reported serious concerns to management.
  • Promoted a culture of continuous improvement through ongoing evaluation and refinement of compliance program elements.

Customer Service Representative

BSP Financial Group Limited
07.2019 - 09.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Managed timely and effective replacement of damaged or missing products.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

J.D. - Anti-Money Laundering(AML):Know Your Customer

Thomas Reuters
Port Moresby, NCD
12-2023

J.D. - Anti-Money Laudering (AML):Fundamentals

Thomas Reuters
Port Moresby, NCD
10-2023

J.D. - Problem Solving And Decision Making Training

BSP Financial Group LTD (Internal Training Program)
Port Moresby, NCD
11-2022

J.D. - Human Resources Management

Port Moresby Business College
Port Moresby, NCD
12-2018

Skills

  • Compliance monitoring
  • DOT compliance
  • Vehicle maintenance
  • Customer service
  • Transportation software
  • Multitasking and prioritizing
  • Team collaboration
  • Records management
  • Data entry
  • Compliance reporting
  • Critical thinking
  • Auditing experience
  • Continuous improvement
  • Leadership techniques
  • Documentation management

Accomplishments

  • Achieved good fleet management through effectively helping with monitoring expiry dates and making sure the vehicle registrations are up to date so as not to violate road traffic rules and regulations.
  • Supervised team of 2 staff members looking after the fuel bay of the company that's responsible for refilling the company fleets before they go out for takings.
  • Documented and resolved major incidents involving company fleets and submit files for insurance cover which led to repair of vehicles and having them back on the road for takings instead of staying grounded and company loosing money.
  • Achieved client satisfactions through effectively helping with making sure the vehicles are road worthy, company logos are not faded and that the interior is comfortable to the clients.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • CSO- Achieved highest Number of new SME accounts opened within one-month period.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Achieved Customer satisfaction by completing providing the best customer service as possible and getting everything right the first time with accuracy and efficiency.
  • Collaborated with team of 30 in the development of BSP Student loan project that was rolled out with a success in year 2024.

Certification

  • Problem Solving and Decision Making, BSP Financial Group LTD - 6 months
  • Anti-Money Laundering Training ( Fundamentals) - 6 months
  • Anti-Money Laundering Training - Know Your Customer Essentials (6months)
  • ABAC Volunteer, ABAC for APEC Summit - 1 month

Languages

English

Timeline

Fleet Compliance Officer

Black Swan (PNG) Limited
12.2024 - Current

Customer Service Representative

BSP Financial Group Limited
07.2019 - 09.2024

J.D. - Anti-Money Laundering(AML):Know Your Customer

Thomas Reuters

J.D. - Anti-Money Laudering (AML):Fundamentals

Thomas Reuters

J.D. - Problem Solving And Decision Making Training

BSP Financial Group LTD (Internal Training Program)

J.D. - Human Resources Management

Port Moresby Business College

Similar Profiles

CREATE PROFILE
HELEN WALWAL