Jese Boila
Brunswick West
Summary
Dynamic customer service professional with over 10 years of experience delivering exceptional service in high-paced environments, including leading hotels, travel agencies, and contact centres. Proven track record of success in customer relations, problem-solving, and team collaboration. Confident in my ability to contribute positively to the success of your organization.
Overview
12
12
years of professional experience
Work History
Customer Care Advisory
National Australia Bank
11.2023 - Current
- Customer Support: Handle inbound and outbound customer interactions via phone, email, and chat regarding home loans, refinancing, loan applications, and repayment options.
- Issue Resolution: Address customer concerns, such as loan application status, payment difficulties, or general banking queries, while ensuring compliance with bank policies.
- Account Management: Assist customers with account-related inquiries, including payments, statements, and loan modifications.
- Compliance & Risk Management: Ensure all customer interactions comply with banking regulations, data privacy laws, and internal policies.
- Follow-Up & Escalations: Proactively follow up on customer inquiries, ensuring timely resolution, and escalate complex cases to appropriate departments when necessary.
- Customer Satisfaction: Strive to provide a positive customer experience, actively seeking feedback and suggesting improvements to enhance service quality.
Customer Care Representative
Movinghub Pty Ltd
05.2020 - 11.2023
- Liaise with the real estate agent and provided solicited consulting regarding the utilities services. Determine customer eligibility by comparing product information.
- Engaging with potential customers on periodic schedule and gathering their constant requirements.
- Liaise with the customers and reach on a mutual agreement, by effective problem-solving skills and decision-making skills while using good call judgment.
- Engaging with customers on calls (inbound and outbound) on various campaigns, generating sales and meeting KPI’s on regular basis.
- Developed through knowledge of electricity, internet, water bodies and insurance.
Customer Service Representative
Residential Connection
07.2019 - 05.2020
- Managed multi-tasking across various campaigns and provided solicited consulting regarding electricity, gas, internet connections and insurance services. Determine customer eligibility by comparing product information.
- Engaging with potential clients on periodic schedule and gathering their constant requirements.
- Liaise with the customers and reach on a mutual agreement, by effective problem-solving skills and decision-making skills while using good call judgment.
- Engaging with customers on calls (inbound and outbound) on various campaigns, generating sales and meeting KPI’s on regular basis.
- Developed through knowledge of electricity, internet, water bodies and insurance.
Sales and Marketing Manager
SeaFiji Ltd
04.2018 - 08.2018
- Maintain existing business partnership and develop new markets to meet company objectives.
- Connect Sales and Marketing function between the office, reservation and sales team in the booth daily.
- Provide first class services to increase with our local and overseas clientele.
- Multimedia - Update web page and social media
- Meet target sales set by Company Director
- Produce monthly sales report.
- Support daily communication, trouble shooting and enquiries.
- Do product update and road show local and overseas.
- Assist Director Global Sales with project.
Groups & Cruise Coordinator
ATS Pacific
03.2013 - 02.2018
- Group & Cruise Bookings: Coordinate and manage group reservations for cruises and other travel packages, ensuring accuracy and compliance with company policies and supplier contracts.
- Client Relations: Serve as the primary point of contact for group leaders, travel agents, and individual travellers, addressing inquiries and resolving any issues.
- Contract Management: Review and process group contracts with cruise lines and other travel suppliers, ensuring all terms and conditions are met.
- Payments & Invoicing: Track and process deposits, final payments, and refunds while ensuring timely and accurate financial transactions.
- Itinerary Coordination: Assist in developing and finalizing travel itineraries, coordinating special requests, and ensuring smooth logistics.
- Documentation & Compliance: Ensure all necessary documentation, including manifests, rooming lists, and travel insurance details, are submitted on time.
- Promotions & Marketing Support: Assist in promoting group and cruise travel opportunities through communication with clients and travel partners.
- Problem Resolution: Handle last-minute changes, cancellations, or emergencies, working with cruise lines and suppliers to find solutions.
- Reporting & Record Keeping: Maintain organized records of bookings, payments, and correspondence to track sales performance and client preferences.
Education
Certificate IV - Youth & Community Worker
Open College
Melbourne, VIC03-2020
Diploma - Tourism And Hotel Management
Fiji National University
Nadi Fiji02-2012
Skills
- Providing Excellent Customer Service – Ensuring every client feels heard, valued, and satisfied with their experience
- Problem Solving – Enjoying the challenge of finding quick, accurate solutions to customer concerns
- Building Customer Relationships – Creating long-term connections through trust and professionalism
- Financial Literacy – Taking interest in banking products, services, and helping others understand them
- Team Collaboration – Working well with colleagues to meet customer needs and team goals
- Continuous Learning – Keeping up with bank policies, technologies, and best practices
- Digital Banking Tools – Interest in helping customers navigate online and mobile banking platforms
- Time Management – Managing multiple tasks efficiently while still providing quality service
- Communication Skills – Enjoying clear, empathetic communication whether in person, on the phone, or via email
- Customer Retention – Taking pride in helping the bank keep loyal, satisfied customers
Languages
English
Native or Bilingual
Timeline
Customer Care Advisory
National Australia Bank
11.2023 - Current
Customer Care Representative
Movinghub Pty Ltd
05.2020 - 11.2023
Customer Service Representative
Residential Connection
07.2019 - 05.2020
Sales and Marketing Manager
SeaFiji Ltd
04.2018 - 08.2018
Groups & Cruise Coordinator
ATS Pacific
03.2013 - 02.2018
Certificate IV - Youth & Community Worker
Open College
Diploma - Tourism And Hotel Management
Fiji National University
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