Leilani Palepua
Sydney,NSW
Summary
Dedicated and experienced customer service professional with a proven track record of exceeding client expectations. Seeking a challenging role in a reputable company to utilize exceptional skills, contribute to company success, and enhance professional career.
Overview
8
8
years of professional experience
Work History
Aviation Screening Officer
Certis Security
02.2023 - Current
- Maintaining the highest quality of customer service while welcoming and inspecting every visitor through the airport's main entrance
- Ensuring the highest level of safety and security is maintained by conducting hand held screening, frisk searches, physical bag search, walk-thru metal detector monitoring, explosive trace detection and operating body scanner machine
- Screening bags using Citix and Tix xray machines
- Regular security checks on sterile and non-sterile areas within the airport
Machine Operator
Delta Plastic
06.2022 - 01.2023
- Taking care of all machine-specific functions such as configuring the equipment, loading and operating the machine, and optimizing the machine capability
- Complied with company and OSHA safety rules and regulations.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Demonstrated adaptability by quickly learning how to operate new machinery and implementing newly introduced processes within the production environment.
- Operated various types of machinery, contributing to the successful completion of diverse projects.
- KPI driven
- Followed detailed instructions to operate machines with accuracy and produce quality products.
Team Senior customer service agent
Woolworths
07.2021 - 02.2022
- Handling personal information for 1000+ customers per week with inbound/outbound/email/chat interactions
- Processed over 45 inbound calls per day professionally resolving complaints in a friendly and efficient manner
- Utilized knowledge of 100+ products to make tailored recommendations based on a customer's needs and preferences
- Troubleshoot technical issues with customers step by step to ensure first call resolution metrics were exceeded every quarter
- Build trust with customers, resulting in an average customer satisfaction survey score of 95%-98% each quarter
- Other daily duties include operation/logistics report, operations/logistics investigations and provide day to day feedback to shareholders and managers
- Assisted customer service agents by providing objection handling feedback to ensure a successful experience for both our agents and customers
- Collaborated with team members to consistently exceed monthly targets and company objectives.
- Delivered exceptional support by accurately tracking customer requests and providing timely updates on resolution progress.
- Maintained detailed records of customer interactions using CRM software, enabling efficient follow-up actions when needed.
- Participated in cross-functional projects to enhance overall business operations, contributing valuable insights from a customer service perspective.
- Boosted positive feedback from customers through attentive listening, empathy, and tailored solutions.
Freight Checker
Foodstuffs
10.2020 - 12.2021
- Maintained a clean and safe work environment by following company guidelines and reporting any hazards or issues promptly.
- Exceeded performance targets consistently, demonstrating strong multitasking abilities under pressure.
- Collaborated with team members to streamline workflow and improve overall warehouse efficiency.
Pick Packer
Iron Mountain
02.2021 - 07.2021
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed workload effectively under pressure during peak periods while maintaining focus on quality control measures.
- Complied with safety, health, and environmental regulations as prescribed by law.
- Ensured timely completion of orders through effective time management and multitasking skills.
- Enhanced packing efficiency by implementing proper techniques and ensuring correct product placement.
- Completed all assigned tasks promptly, adhering to strict deadlines while maintaining high-quality workmanship.
Food & Beverage attendant
Grand Mercure
04.2019 - 09.2020
- Maintained clean and organized restaurant to comply with hygiene and health regulations.
- Cleared area, cleaned and wiped tables and chairs to remove residue and comply with hygiene standards.
- Greeted and seated guests to provide friendly and welcoming experience.
- Developed strong relationships with regular customers, leading to increased loyalty and repeat business.
- Delivered exceptional service even under high-pressure situations, maintaining the highest standards of professionalism.
- Opened, poured and served hot and cold beverages to customers to complement food and dining experience.
- Handled cash transactions accurately, ensuring accountability and proper financial reporting at the end of each shift.
- Resolved customer complaints promptly and professionally, turning potentially negative experiences into positive ones.
- Contributed to team success by cross-training in multiple roles, fostering a collaborative work environment.
Merchandiser/ Food and Beverage assistance
Walt Disney
08.2018 - 01.2019
- Removed damaged, out-of-code, not-in-set and discontinued items from displays.
- Updated pricing and signage to complete product displays and educate customers.
- Inspected merchandise for quality and arranged proper display location on floor.
- Managed inventory levels with regular monitoring, ordering, and stock replenishment for optimal product availability.
- Answered customer questions regarding store merchandise, department information, and pricing.
- Enhanced customer satisfaction by providing product knowledge and recommending suitable items based on individual needs.
- Assisted customers in locating desired items or suggesting suitable alternatives when necessary, contributing to an elevated shopping experience.
Admin/ Receptionist
Botany Car Sales
03.2017 - 07.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
Casual
Red Badge Security
03.2017 - 12.2017
- Coordinated large-scale event security operations, ensuring the safety of attendees while minimizing disruptions to surrounding areas.
- Ensured proper access control at events by verifying tickets upon entry, maintaining event security protocols.
- Coordinated special event security details, working closely with organizers to ensure public safety during large gatherings.
- Supported event security operations through access control management, crowd control measures, and incident response as needed.
F&B Attendant
Air New Zealand Koru Lounge
02.2017 - 03.2017
- Assisted in maintaining a clean and organized dining area, ensuring a pleasant atmosphere for guests.
- Boosted customer loyalty through friendly interactions and genuine care for their dining experience.
- Ensured food safety compliance by properly handling, storing, and serving food items according to established guidelines.
- Collaborated with the kitchen team to ensure timely delivery of food orders, maintaining high-quality standards.
- Improved team productivity by working collaboratively with colleagues to handle high-volume shifts.
Volunteer
AOT Cruises
01.2017 - 03.2017
- Maintained clean, neat, and operational facilities to serve program needs.
- Assisted with special events and programs.
- Used strong interpersonal communication skills to convey information to others.
- Mentored new volunteers, fostering a supportive and inclusive team environment.
Education
Diploma in Tourism & Travel management - Tourism & Travel management Level 6, Tourism & Travel management Level 5, Tourism, Airline and Flight Attendant Operations Level 4, Aviation (Flight attendant) Level 4, Tourism, Travel and Airline Industry Level 3, Tourism with strands in Tourism and Travel, and Aviation Level 3
New Zealand School of Tourism
12.2020
High School Graduate Certificate -
Cabramatta High School
12.2016
Skills
- Creative thinking
- Problem solving
- Task prioritization
- Time management
- Resource allocation
- Productivity maximization
- Self-motivation
- Decision making
- Conflict resolution
- Strategic planning
- Project execution
- Team efficiency
References
- Nathan Hill, Manager, Certis Security, Nathan_Hill@certisgroup.com, 0413622899
- Jessica Phan, Manager, Woolworths, jphan@woolworths.com.au, 0466810264
- Vena Faofua, Manager, Delta Plastic, Pou@deltaplastic.com.au, 0468539441
Timeline
Aviation Screening Officer
Certis Security
02.2023 - Current
Machine Operator
Delta Plastic
06.2022 - 01.2023
Team Senior customer service agent
Woolworths
07.2021 - 02.2022
Pick Packer
Iron Mountain
02.2021 - 07.2021
Freight Checker
Foodstuffs
10.2020 - 12.2021
Food & Beverage attendant
Grand Mercure
04.2019 - 09.2020
Merchandiser/ Food and Beverage assistance
Walt Disney
08.2018 - 01.2019
Admin/ Receptionist
Botany Car Sales
03.2017 - 07.2018
Casual
Red Badge Security
03.2017 - 12.2017
F&B Attendant
Air New Zealand Koru Lounge
02.2017 - 03.2017
Volunteer
AOT Cruises
01.2017 - 03.2017
Diploma in Tourism & Travel management - Tourism & Travel management Level 6, Tourism & Travel management Level 5, Tourism, Airline and Flight Attendant Operations Level 4, Aviation (Flight attendant) Level 4, Tourism, Travel and Airline Industry Level 3, Tourism with strands in Tourism and Travel, and Aviation Level 3
New Zealand School of Tourism
High School Graduate Certificate -
Cabramatta High School
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