Leaia Fauatea
St. Helens Park,Australia
Summary
Dynamic and results driven professional with extensive experience in the security industry and operations management. Known for quickly resolving issues while delivering exceptional customer satisfaction. Brings expertise in several systems and a proven track record in management, providing outstanding support to users at all levels. A collaborative team player with a positive demeanor, adept at building strong rapport with clients.
Driven by a commitment to excellence, I specialise in quality enhancement, speed, and process optimisation. With a passion for developing relationships and cultivating partnerships, I am dedicated to fostering business growth. I am enthusiastic about promoting lasting customer satisfaction through superior service and unparalleled support, and I am well-versed in customer service best practices.
Overview
19
19
years of professional experience
Work History
Senior Service & Minor Works Coordinator
H3C Plus
05.2023 - Current
- Managed service delivery and minor works for national clients, including Castle Towers, Investa, Mirvac, and various councils.
- Conducted monthly meetings to review project progress and address client needs.
- Managed every phase of service and minor works projects from initiation to invoicing
- Managed procurement processes for projects to ensure timely and cost-effective sourcing of materials and services.
- Prepared accurate and detailed quotes for clients.
Helpdesk Manager & Service Team Leader
ARA Security
01.2016 - 03.2023
- Ensured all customer interactions were timely, courteous, and professional, enhancing the overall customer experience.
- Provided accurate advice and guidance on service requests and incidents to both customers and management.
- Collaborated with internal teams, including facilities, customer success, and customer solutions, to deliver a seamless customer experience.
- Took ownership of complex service delivery issues and escalations, ensuring prompt and satisfactory resolutions for both customers and internal matters.
- Provided leadership, support, and guidance to customer service and security staff
- Provided line management for customer service & security team Leaders, which included conducting regular one-on-one meetings to discuss performance and development.
- Managing team performance and implementing improvement strategies.
- Delivering timely and constructive feedback to enhance team effectiveness.
- Supporting staff development plans and coordinating necessary training.
- Managed the recruitment process for team members in the region, liaising with people & culture, conducting interviews, and making hiring decisions.
Help Desk Operator & Service Coordinator
ARA Security
01.2014 - 01.2016
- Managed client service tasks
- Managed service level performance
- Ensured efficient services by accurately conveying information to technicians and clients
- Utilised established procedures to identify critical customer and system issues, escalating them to the appropriate personnel or teams.
- Responded to inquiries via phone and email.
- Processed customer work orders efficiently.
- Dispatched technicians and ensured compliance with SLAs.
- Relayed accurate information between technicians and customers to facilitate efficient service delivery.
Customer Service Representative
Tabcorp
01.2013 - 01.2015
- Used established procedures to identify critical customer and system issues and escalate problems to the appropriate person or group.
- Responded to inquiries by phone, email, and walk-up requests.
- Logged activities in tracking system to maintain accurate, timely records.
- Retained existing clients and developed new accounts by extending high-quality and efficient support service.
- Maintaining a record of gaming venues.
- Dispatched technicians and relayed accurate messages.
- Performed troubleshooting for the customers and created process work orders.
Customer Service Operator/ Operations Coordinator
Broadcast Services Australia PTY LTD
01.2008 - 01.2013
- Responded to customer inquiries and comments via live chat during shifts.
- Resolved concerns regarding products and services to enhance customer retention and drive sales.
- Achieved high customer satisfaction ratings through proactive one-call resolutions.
- Assisted a large volume of customers daily with a positive attitude and a focus on satisfaction.
- Managed field technicians' schedules to ensure Telstra's daily service requests were met.
- Collaborated with field technicians and team leaders to maintain high levels of customer satisfaction.
- Provided daily updates to BSA and Telstra management regarding operational capacities.
- Prepared and presented daily budget and capacity reports.
- Performed team leadership duties to support team effectiveness.
- Logged job orders in the database, following up on queries, concerns, and client feedback.
- Allocated over 1,000 tickets of work to field technicians all over Australia.
- Dispatched extra work assigned by Telstra throughout the day to field technicians.
- Micro managed Brisbane metropolitan area to ensure all work is covered.
- Planned, organised, and managed the work of subordinate staff to accomplish consistent work within organisational standards.
Stores Person
BIG W
01.2006 - 01.2008
- Received, merchandised and arranged items by Stacking and re-stacking shelves
- Maintained customer satisfaction with quick and professional handling of product returns
- Monitored merchandise on shelves and in storage using inventory control system
- Collected inventory to be packed
- Performed Coding/ counting inventory using barcode scanner
- Liaised with various freight companies
Skills
- Team Leadership
- Effective Communication Skills
- Minor Works Project Management
- Efficient Schedule Management
- Advanced Microsoft Office Skills
- Security product Knowledge Proficiency
- Effective Troubleshooting Skills
- Strong Interpersonal Skills
- Engaged Listening Skills
STRENGTHS AND PERSONAL ATTRIBUTES
- Decisive with the ability to implement plans swiftly and effectively.
- Skilled at fostering strong relationships with clients and customers.
- Committed to achieving high standards in all outcomes.
- Dedicated to understanding and meeting client needs.
- Proven ability to thrive in fast-paced environments.
- Effective working both independently and as part of a team.
- Strong time management skills.
- Proficient in handling complaints and challenging situations.
- Excellent verbal and written communication abilities.
- Adaptable to changing circumstances.
- Meticulous with a keen attention to detail.
- Capable of setting goals and managing multiple tasks simultaneously.
- Ambitious and goal-oriented.
- Dependable and consistently meets deadlines.
- Quick to learn and adapt to new information.
- Punctual and flexible in approach.
- Open-minded with a proactive attitude.
- Able to perform well under pressure.
- Strategic thinker with strong planning abilities.
- Innovative and eager to embrace career development challenges
References
Available Upon Request
Timeline
Senior Service & Minor Works Coordinator
H3C Plus
05.2023 - Current
Helpdesk Manager & Service Team Leader
ARA Security
01.2016 - 03.2023
Help Desk Operator & Service Coordinator
ARA Security
01.2014 - 01.2016
Customer Service Representative
Tabcorp
01.2013 - 01.2015
Customer Service Operator/ Operations Coordinator
Broadcast Services Australia PTY LTD
01.2008 - 01.2013
Stores Person
BIG W
01.2006 - 01.2008
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