Iopu Auva'a
Preston
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Administration Assistant
MoreDent
05.2021 - Current
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Verified accuracy of business records by consistently updating customer information.
- Assisted coworkers and staff members with special tasks on daily basis.
Customer Service Representative
LeasePLUS Group
01.2018 - 05.2021
- Handling inbound and outbound calls and assisting with enquiries, issues and customer needs Processing payments Ensuring stock levels are well maintained Assisting customers in order to meet their needs.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Recommended products to customers, thoroughly explaining details.
Customer Service Representative
Aegis - The Workwear Group
05.2016 - 01.2018
- Demonstrated ability to work efficiently in stressful situations Handling inbound and outbound calls and assisting with enquiries, issues and customer needs Follow up escalated or more in-depth situations/problem resolution Database management and inputting relevant notes.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
Receptionist/Administration Role
Carers Of Africa
01.2015 - 05.2016
- Operates telecommunication system by following manufacturer’s instructions for house phone and console operation.
- Keeps a safe and clean reception area by complying with procedures, rules, and regulations.
- Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed.
- Kept reception area clean and neat to give visitors positive first impression.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Administration Assistant
Sargeant Transport
01.2013 - 12.2014
- Sargeant Transport - Administration Role Maintain and update company databases Organize a filing system for important and confidential company documents Answer queries by employees and clients Update office policies as needed Maintain a company calendar and schedule appointments Book meeting rooms as required Distribute and store correspondence (e.g.
- Letters, emails and packages.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Handled client correspondence and tracked records to foster office efficiency.
Customer Service Representative
Oracle CMS
01.2010 - 12.2012
- Handling inbound and outbound calls and assisting with enquiries, issues and customer needs Follow up escalated or more in-depth situations/problem resolution Database management and inputting relevant notes Ability to conduct professional self-supervised work.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Answered constant flow of customer calls with minimal wait times.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Education
Bachelor of Arts - Arts
University of Ballarat Arts Academy
Ballarat, VIC05.2014
Skills
- Data Entry and Maintenance
- Verbal and Written Communication
- Responding to Difficult Customers
- Upselling Products and Services
- Understanding Customer Needs
- Customer Data Confidentiality
- Calm and Professional Under Pressure
- Order and Refund Processing
- Patient and Empathetic
- Inbound and Outbound Calling
Additional Information
Lisa Aumau
Operations Manager - MoreDent
0411 084 609
Tatum Johnson
Customer Service Team Leader - LeasePLUS
0414 548 500
Timeline
Administration Assistant
MoreDent
05.2021 - Current
Customer Service Representative
LeasePLUS Group
01.2018 - 05.2021
Customer Service Representative
Aegis - The Workwear Group
05.2016 - 01.2018
Receptionist/Administration Role
Carers Of Africa
01.2015 - 05.2016
Administration Assistant
Sargeant Transport
01.2013 - 12.2014
Customer Service Representative
Oracle CMS
01.2010 - 12.2012
Bachelor of Arts - Arts
University of Ballarat Arts Academy
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