Summary
Overview
Work History
Education
Skills
Interests And Personal Qualities
Community Service
Timeline
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Latoya Tavu'i-Leota

Liverpool,NSW

Summary

Knowledgeable and dedicated customer service professional with extensive experience within the Transport industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with admirable passion for developing relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience

Work History

Internal Account Manager

Capital Transport Services
09.2022 - Current
  • Monitored 2 portfolios that consisted on approximately 450 accounts in total.
  • Maintaining strong understanding of industry trends and competitor offerings to ensure clients received the most up-to-date information and best possible service.
  • Increased account retention through attentive service, anticipating client needs, and delivering tailored solutions.
  • Worked closely with External Account managers to maintain any new and existing clients by organising a face-to-face meeting and discuss issues and business opportunities.
  • Strengthened client relationships by providing exceptional account management and proactive communication.
  • Acted as the primary point of contact for assigned clients, fostering strong relationships and understanding their business needs.
  • Responsible for nurturing and growing relationships with existing clients. conducting regular check-ins with clients to ensure service satisfaction, gathering feedback and identifying opportunities for upselling and cross-selling

Customer Service Representative

Capital Transport Services
03.2016 - 09.2022
  • 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 and drivers, handled concerns, queries quickly and escalated major issues to supervisor.
  • Resolved customer complaints and ensuring positive outcomes.
  • Managers high volume of inbound and outbound calls. Averaging 120 calls daily.
  • Exceeded performance targets for call handling metrics such as average handling time and customer satisfaction ratings.
  • Maintained accurate records of customer interactions and transactions in CRM software.

Customer Service Officer

Phonefirst
02.2011 - 08.2015
  • Deal with all customer trade requirements
  • Make approximately 90 outbound calls per day
  • Associating with various companies and industries
  • Represent all trade companies within contract
  • Operate Nation wide
  • Dealing with customer inquires across kitchen, bathroom and pool renovations or design
  • Customer Service
  • Handle all incoming warm leads via website
  • Negotiate and deal with all customer objections
  • Offer solutions or extras services whenever possible.
  • Responded to customer calls and emails to answer questions about products and services.
  • Completed data entry to record call notes, suggestions and questions.

Administration

BGC Plasterboard And Fibre Cement
07.2015 - 07.2015
  • Answering phones
  • Managing front desk/meet and greet guest
  • Creating run sheets for truck drivers
  • Placing in orders for distributors
  • Photocopying, scanning, filing
  • General office duties.

Customer Service Representative

Stacks of Snacks
06.2012 - 12.2012
  • Outbound calls to general business.
  • Entering new data.
  • Completed daily orders with expert picking and packing of shipments.
  • Assisted in inventory, conducting regular counts and reporting discrepancies.
  • Lifted and unloaded containers of confectionary into storeroom.

Education

High School Certificate -

Canley Vale High School
Canley Vale, NSW
01.2010

Skills

  • Exceptional communication skills
  • Hard working
  • Time management and organizational skills
  • Fast Learner and active listener
  • Team player
  • Ability to multi task
  • Attention to detail
  • Highly motivated and punctual
  • Micro -suite: MS word, MS PowerPoint, MS Excel & MS Outlook
  • Ability to work unsupervised
  • Problem-solving abilities
  • Complaint Handling

Interests And Personal Qualities

  • Honest and reliable
  • Enthusiastic and motivated
  • Punctual and adaptable
  • Reading and Music

Community Service

  • Teacher’s Aide for study centre at Cabramatta High School
  • Volunteer work at Cabramatta High School
  • Bonnyrigg Samoan Methodist Church
  • Participate in choir and theatrical performances – Interchurch competition for Sydney Samoan Methodist Churches
  • Youth Leader for Bonnyrigg Methodist Church
  • Youth Dance Group for Cabramatta High School students
  • Sing Loud Dance Proud Program

Timeline

Internal Account Manager

Capital Transport Services
09.2022 - Current

Customer Service Representative

Capital Transport Services
03.2016 - 09.2022

Administration

BGC Plasterboard And Fibre Cement
07.2015 - 07.2015

Customer Service Representative

Stacks of Snacks
06.2012 - 12.2012

Customer Service Officer

Phonefirst
02.2011 - 08.2015

High School Certificate -

Canley Vale High School

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Latoya Tavu'i-Leota