Lani Futia

• Collected, arranged, and input information into database system.
• Tracked and analyzed 5 reports weekly to determine needed improvements.
• Approved 50 customers per day to intake their vehicle as a trade-in.
• Motivated and trained employees to maximize team productivity.
• Developed and updated tracking spreadsheets using internal systems (Ziplabs)
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Conducted regular reviews of operations and identified areas for improvement.
• Developed effective improvement plans in alignment with goals and specifications.
• Generated reports detailing findings and recommendations.
• Developed and updated tracking spreadsheets for process monitoring and reporting.

• Complied with State Government policies to register and insure all vehicles in NSW
• Completed registration for 900+ cars per quarter as a NSW team
• Acted as the primary contact for all delivery and registration inquiries from internal and external stakeholders
• Worked cohesively with a national team of Registration Specialists, Operations Advisors and Operations Managers to coordinate delivery of vehicles across the country
• Reconciled accounts with NRMA, RMS and Citibank on a monthly basis
• Performed quarterly audits to send to Transport for NSW
• Assisted with Remarketing tasks - transferring and recording NOD's for all traded-in vehicles

Key Achievements

• Set up new sites offices at Chatswood, Miranda and Alexandria to ensure efficient working environments for the wider team
• Delivered a record number of vehicles in Q2 and Q3 of 2021, reaching 900 deliveries per quarter
• Created great working relationships cross location with all teams as well as external stakeholders e.g Pickles (PVT Sales), EasyAuto and vehicle wholesalers
• Streamlined process for registration from 20 minutes per registration to 8 minutes
• Established myself as the primary contact for all Service NSW enquiries, setting up all new users on government platforms
• Brought forth excellent negotiation skills and a business savvy attitude

• Acted as the primary contact for the delivery of Service Contracts for the state of Victoria and Tasmania including fulfillment of Preventative Maintenance service work, Time & Material work and warranty works
• Scheduling and managing the calendars of 4 field service technicians andcontractors 24x7, using Oracle and detailed Outlook calendar invitations together to communicate allocations
• Ordering product for Time & Material work across multiple locations in
• Australia and liaising with 3PL Cope and Airroad to ensure smooth and accurate delivery
• Going above and beyond to develop relationships with end users, partners such as NPS, Bluechip and Ingram Micro and internal stakeholders
• Attended weekly sales meetings with the National Sales Manager and their team to analyse and deliver targets and ensure they were met in the future
• Prepared MOPs, SWMS and JSAs for all customers to ensure WHS regulations were met
• Reconciled compliments and complaints from customers over phone and email with efficiency
• Key Achievements
• Achieved contractual KPI's for all contracts
• Lead the Eaton WAVE - Women Adding Value at Eaton program for 2020 and planned for 2021
• 2IC to team leader
• Was responsible for maintaining highest record of outbound calls, customer satisfaction and technician utilization for 3 months straight
• Exceeded team goal of 750 service requests raised per year with 1950 raised in

• Lead the WAVE (Women, adding Value at Eaton) group at Eaton by running in person events with guest speakers, panels from internal and external guests and information sessions to the women of Eaton
• Hosted online meetings on Teams during COVID, offering support and conversation, tips and tricks for the members working remote
• Developed my public speaking and presenting skills to an audience of 40 women and executives each month

• Efficiently handled all inbound and outbound customer service and technical enquiries in a professional and courteous manner
• Assumed charge of tracking the details related to customer enquiries and preparing weekly reports
• Coordinated the working of all customers, sales representative, and accounts across Western Australia
• Maintained contact with warehouse staff regarding product stocks
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Offered advice and assistance to customers, paying attention to special needs or wants.

• Ensured optimum customer satisfaction by handling their queries in a prompt manner and working on finding solutions
• Managed all customer communication through phone and email on a daily basis and kept them updated on the progress of the program
• Utilised computer skills to register claims, update customer details, dispatch details and keep track of all significant communication
• Executed various administrative functions and coordinated with courier service providers regarding transfer, pickup and delivery of products

• Focused on solving customer issues and dealing with high volume of inbound and outbound calls in a professional manner
• Promptly handled warranty claims and scheduled claims with service agents across the country

• Maintained professional behaviour while executing various administrative requirements at the company office with precision
• Handled customer calls and enquiries and scheduled jobs for field technicians
• Assisted General Manager in scheduling meetings, travel itineraries and other duties in the office
• Performed various administrative chores like cleaning, scheduling, and following up on appointments and opening/closing procedures