Lanieta Ditoka
Sydney,NSW
Summary
Customer service professional with proven record in boosting customer satisfaction and loyalty. Experienced with customer relationship management, focusing on retention and satisfaction. Known for collaborative work style and achieving positive outcomes. Reliable team player with adaptability to changing priorities and excellent problem-solving skills. Utilizes strategic thinking to identify and resolve issues, ensuring customer loyalty and satisfaction. Strong understanding of communication techniques and conflict resolution.
Overview
12
12
years of professional experience
Work History
Customer Retention Specialist
ANZ Banking Group
11.2016 - 08.2024
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained up-to-date knowledge of product and service changes.
- Adhered to appropriate legal scripting when required.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Senior Business Controller
Bank South Pacific
09.2012 - 07.2014
- Ensured accurate financial reporting by implementing strong internal controls and audit procedures.
- Partnered with leadership to develop long-term strategic plans aligned with corporate objectives.
- Streamlined reporting processes, providing up-to-date information for informed decision making across all departments.
- Strengthened business decision-making with accurate and timely financial reports.
- Supervised accurate, efficient, and compliant completion of monthly financial reporting packages.
Education
High School Diploma -
Adi Cakobau School
NZ University Entrance12-1981
Skills
- Customer service experience and background
- Retention strategies and Negotiation
- Excellent communication skills
- Teamwork and collaboration
- Multitasking Abilities
- Calm and professional under pressure
- Reliability and Understanding customer needs
- Active listening
- Adaptability and flexibility
- Call center experience and Policies and procedures adherence
Languages
English
Full Professional
Fiji
Full Professional
Timeline
Customer Retention Specialist
ANZ Banking Group
11.2016 - 08.2024
Senior Business Controller
Bank South Pacific
09.2012 - 07.2014
High School Diploma -
Adi Cakobau School
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