Johana Su'a
Summary
I am a highly driven and enthusiastic Individual with a strong work ethic and open mind to adjusting quickly to new systems and platforms. I consistently demonstrate good quality of customer service whilst showing Patients and common sense. I possess a natural ability to take on new challenges, manage multiple tasks and use different strategies to prioritize and re-evaluate any set task to ensure I meet the Quality standards or targets. My combination of drive, focus, positive attitude and enthusiasm makes me a valuable asset to any organization that values Hard work, Excellence and commitment to success.
Overview
7
7
years of professional experience
Work History
Customer Service Agent ( Part Time )
Ambulance Victoria
10.2023 - Current
- Inbound Calls/Emails/Chats
- Ensuring Customers Memberships are up to date.
- Data Entry and Reports
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Tracked customer service cases and updated service software with customer information.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Sales and Specialist
AA Insurance
01.2022 - 08.2023
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Reduced response time by managing high call volumes while maintaining a professional demeanour under pressure.
- Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
- Set up service appointments to handle advanced technical concerns at customer locations.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed strong client relationships through consistent communication and attentive service.
Customer Service Agent
Heartland Bank Ltd
12.2020 - 09.2022
- Inbound Calls/Emails/Online chat Inquiries
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Customer Collections Agent
Finance Now
02.2017 - 12.2020
- Maintained high volume of calls/Emails and met demands of busy and productive group.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Trained new collections representatives on collections processes and incentivised team members to achieve production goals.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
Education
NCEA LEVEL 1- 3 ( Excellence Endorsement )
ONE TREE HILL COLLEGE
Auckland, Nz 12.2011
Skills
- Honest and Reliable
- Excellent Customer Service Skills
- Excellent Coordination and Communication Skills
- Confident, Positive Attitude, Hard working
- Excellent Leadership and Team Work Skills
- Strong Cultural Understanding and appreciation
- Flexible with Availability and Adaptable to any changes
- Empathetic and genuine
Volunteer And Leadership Experiences
One Tree Hill
- School Prefect 2010 - 2011
- Rugby Manager First XV 2008 - 2011
Volunteer Workshop
- Salvation Army - Shop Volunteer ( 2018 )
Reference
Irene Fo, Manager
Mobile : 0460777553
Email : irene.fo@gmail.com
Peti Buckley, Manager
Mobile : +64 21 486 793
Email : peti.buckly@pgtrust.co.nz
Timeline
Customer Service Agent ( Part Time )
Ambulance Victoria
10.2023 - Current
Customer Sales and Specialist
AA Insurance
01.2022 - 08.2023
Customer Service Agent
Heartland Bank Ltd
12.2020 - 09.2022
Customer Collections Agent
Finance Now
02.2017 - 12.2020
NCEA LEVEL 1- 3 ( Excellence Endorsement )
ONE TREE HILL COLLEGE
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