Kaufo'ou Lafitani
Punchbowl
Summary
A dedicated candidate with over 2 years of experience in high demanding customer service environment with a positive contribution to both present and past organizations as an employee. An enthusiastic telephone operator with phone reception services for telecommunication companies and a well-developed retail sales associate, whilst continuing to learn, grow and excel as a person. With an excellent reputation at managing multiple priorities with a positive attitude, I have the willingness to take on added responsibilities to meet team goals.
To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills. Utilize my knowledge and experiences gained broadening to the administration side. Gain formal qualifications within my role. Committed to developing relationships and create a healthy and enjoyable work environment.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
OneStop
01.2024 - 06.2025
- Participated in training sessions to improve product knowledge and customer engagement skills.
- Contributed to team performance through consistent adherence to service protocols and guidelines.
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
Customer Service Representative
PRVIDR
01.2022 - 12.2023
- Maintain customer satisfaction with forward-thinking strategies focused on addressing their needs and recommend appropriate solutions. Provide support to onboarding employees in reaching objectives. Improved operations through consistent hard work and dedication.
- Learned and maintained in-depth understanding of product information with telecommunication service providers, providing knowledgeable responses to diverse questions.
- Worked with users to diagnose and resolve network, device problems and implemented established procedural solutions.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork for Prvidr.
- Addressed and resolved customer product complaints empathetically and professionally.
- Used software tools and company systems to create documents and liaise with other departments.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues via multiple channels including phone, email, and live chat.
- Adhere to individual, team, and department KPI’s set by management.
- Rewarded monetary incentives for exceeding KPI’s through effective task prioritization and great work ethic.
- Maintain clear and effective communication between peers, customers, and management.
- Trained and mentored groups of new staff members covering product and system knowledge, customer service expectation and overlooked each agents practical training.
- Achieved nominations for monthly Company MVP awards, as well as being nominated to join an awarded company overseas trip for exceeding KPI’s and displaying Company Values.
- Assisted customers with inquiries, ensuring timely and accurate responses.
- Resolved customer complaints by identifying issues and proposing effective solutions.
Retail Sales Associate
Footlocker
04.2021 - 01.2023
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-ins in business.
- Kept register accurate through correct billing, payment processing and cash management practices.
- Stayed up to date on clothing/accessories changes to offer current and accurate information.
- Maintained clean and attractive product displays to entice customer purchases.
- Assist with coordinating staff in store to ensure daily operations are running smoothly and delegating appropriate tasks where needed.
- Performed store opening and closing duties, including checking equipment and following WHS regulations to ensure workplace safety.
- Rewarded awards for exceeding KPI’s through effective task prioritization and great work ethic.
- Assisted customers with product selection, enhancing overall shopping experience.
- Maintained store presentation standards, ensuring merchandise was organized and appealing.
Education
High School Certificate -
Kingsgrove North High School
11.2020
Skills
- Critical Thinking
- Communication
- Excellent time management skills
- Conflict management
- Public speaking
- Leadership
- Team Player
- Customer service
Timeline
Customer Service Representative
OneStop
01.2024 - 06.2025
Customer Service Representative
PRVIDR
01.2022 - 12.2023
Retail Sales Associate
Footlocker
04.2021 - 01.2023
High School Certificate -
Kingsgrove North High School
Interests
I enjoy maintaining a healthy lifestyle, spending quality time with family and friends. Great involvement with contributing and offering support to my church community, including fundraising and youth clubs. I also have an interest in travelling as I enjoy learning about different cultures and the incredible landscape.