LENA FA'AMULI
Brisbane,QLD
Summary
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings more than a 10-year background maintaining customer satisfaction and contributing to company success. Forward-thinking Team Manager skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Demonstrated high customer service expertise, including competitive offerings, pricing and market positioning. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Business Development Manager
Workforce Connect
10.2023 - Current
- Generated new business with marketing initiatives and strategic plans.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Represented company and promoted products at conferences and industry events.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Established key performance indicators to track and analyze business progress and adjust strategies accordingly.
- Developed process to analyze customer feedback to incorporate insights into product development strategies.
- Scheduled and implemented product promotions in accordance with available inventory and staff resources.
Senior Recruitment Specialist
JPC - Five Bridges
01.2023 - 10.2023
- Provided Employment Opportunities for First Nations/Indigenous People.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Collaborated with managers to identify and address employee relations issues.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Advocated for staff members, helping to identify and resolve conflicts.
- Conducted performance reviews and provided feedback to managers on employee performance.
- Completed human resource operational requirements by scheduling and assigning employees.
- Coordinated implementation of people-related services, policies and programs through departmental staff.
- Developed and monitored employee recognition programs.
- Planned, monitored and appraised employee work results by training managers to coach and discipline employees.
- Worked alongside global business leader to deploy new training strategies.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Hired employees and initiated new hire paperwork process.
Senior Corrections Officer
Department Of Corrections
07.2013 - 12.2022
- Supervised 20 employees and performance of tasks and Maintained custody and control for up to 180 offenders in a Maximum Security Unit.
- Built solid relationships with staff and residents to keep institution safe and secure.
- Coordinated responses to emergency situations arising in different prison locations.
Corporate Accounts Provisioner and Account Manager
Vodafone New Zealand
01.2012 - 07.2013
- Provisioned large Corporate accounts with Mobile and Broadband Services across the Nation.
- Managed over 30 Corporate companies to ensure their services ran smoothly on a daily basis.
- Completed Customer insight reports and input over 12,000 units of sensitive data.
Mobile Business Consultant
Vodafone New Zealand
02.2011 - 01.2012
- Managed the Business Call Centre Services Help Desk
- Answered 250 (avg) calls per day exceeding quota by 15%
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines.
Vodafone Customer Services Representative
Vodafone
09.2009 - 02.2011
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day to day duties accurately and efficiently
- Served customers and followed outlined steps of service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Skills
- Over 10 years of delivering exceptional Customer Service
- Data integrate and experienced in Microsoft Office applications
- Empathetic Team Manager and Staff Training/Optimization support
- Excellent Time management, Punctual and Client Information confidentially
- Impressive communication skills Public Speaking/Presenting
- Networking Strength and Strategist around building fruitful Relationships with Key Stakeholders
- Business Development with a think outside the box approach
- Resourceful and Budget Oversight
- Customer Service Management
- Marketing soft skills to generate revenue and customer satisfaction
- Confident and Committed
- Recruitment and providing Employment Solutions covering a range of industries
- Legislative Compliance
- First Responder Trained and Mental Health Crisis Response
- Offender Management Levels 2,3, and 4 - Department of Corrections New Zealand
- Crisis Intervention, De-Escalating and Conflict Resolution Skills Ability to resolve complaints with empathy which improves retention
- Behavioural Skills Development and management planning
Referees
JPC - Five Bridges
Katie Peaty General manager
Ph: 0447 554 357
JPC - Five Bridges
Zane Kemp Claims Manager
Ph: 0436 009 468
Timeline
Business Development Manager
Workforce Connect
10.2023 - Current
Senior Recruitment Specialist
JPC - Five Bridges
01.2023 - 10.2023
Senior Corrections Officer
Department Of Corrections
07.2013 - 12.2022
Corporate Accounts Provisioner and Account Manager
Vodafone New Zealand
01.2012 - 07.2013
Mobile Business Consultant
Vodafone New Zealand
02.2011 - 01.2012
Vodafone Customer Services Representative
Vodafone
09.2009 - 02.2011
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