Les Tagaloa
Upper Coomera,QLD
Summary
Experienced Client Relations and Dispute Resolution Specialist with over 15 years in finance, state government, and hospitality sectors. Expertise in complaints management, mediation, and negotiation, with a strong focus on achieving positive outcomes for clients and stakeholders. Currently living in Thailand, working as a seasonal scuba diving instructor, and pursuing new opportunities to utilize my conflict resolution and client advocacy skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Master Scuba Diver Trainer
Ocean Sound Diving and Yoga
2023.01 - Current
- Established strong relationships with local dive shops, securing discounts on gear rentals for students and fostering community connections.
- Enhanced business reputation through exceptional customer service, generating positive word-of-mouth referrals from satisfied clients.
- Collaborated with fellow instructors to share best practices, refining teaching techniques and ensuring consistency across the team.
- Maximized student success by providing clear, concise explanations of complex diving concepts and demonstrating practical applications through hands-on exercises.
- Taking the time to understand my students needs to overcome fears, personal goals and curiosity when diving in the ocean.
Customer Advocacy Representative
ICare NSW
2018.04 - 2022.04
- First point of contact for complaint and feedback cases, triaging issues to the appropriate service lines.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer concerns via social media platforms, telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Played a key role in establishing a robust complaints culture within icare NSW.
- Worked collaboratively with business support services to ensure smooth case resolution.
Client Services Officer
ICare NSW
2017.05 - 2018.04
- Managed healthcare services for clients with confirmed dust diseases, coordinating with Registered Nurses and Occupational Therapists.
- Assessed client needs for home and health care by ensuring the delivery of appropriate services.
- Conducted regular reviews of existing clients, recommending adjustments and enhancements as needed.
- Provided ongoing support to clients throughout the lifecycle of their relationship with the company, ensuring long-term satisfaction and retention.
- Led daily morning scrums for team cohesiveness.
Client Services Officer
Housing NSW
2017.03 - 2017.05
- Public housing property management.
- Built strong relationships with clients through effective communication and understanding their needs.
- Collaborated with cross-functional teams to ensure timely delivery of services and exceed client expectations.
- Enhanced customer satisfaction by resolving housing issues and providing appropriate, favourable services.
Client Relations Specialist
Macquarie Group
2016.02 - 2016.06
- Managed escalated, complex cases involving financial loss, breaches, and disputes from the Financial Ombudsman Service (FOS).
- Led end-to-end case management with a focus on prompt resolution and stakeholder collaboration.
- Negotiated favourable outcomes, working closely with brokers, legal, compliance, and risk teams.
- Conducted team meetings, provided case insights, and represented Macquarie Leasing at Financial Ombudsman Services forums.
- Managed a diverse portfolio of clients, ensuring their needs were met and expectations exceeded.
- Logged call information and solutions provided into internal database.
- Consistently met or exceeded performance metrics by prioritizing tasks effectively and maintaining a strong focus on achieving results.
Associate
MLC Life Insurance
2007.10 - 2016.01
- Managed end-to-end formal complaints from clients, financial advisors, legal representatives, and authorized third parties.
- Initiated immediate telephone contact to discuss issues, confirm outcomes sought, and liaised with internal and external business stakeholders.
- Quality-checked response letters written by team members to ensure accuracy and professionalism.
- Informed, explained, and educated clients and stakeholders about MLC products and services.
- Handled escalated cases from regulators such as the Financial Ombudsman Service, Superannuation Complaints Tribunal, and the ATO.
- Represented MLC at conciliation conferences with ombudsman, and volunteered actively in community programs.
- Trained and assisted internal service teams in identifying complaints and resolving them before escalation to MLC Resolve.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Developed and implemented strategies to increase customer satisfaction and engagement.
- Established strong relationships with key stakeholders, facilitating effective communication across departments and teams.
Education
Bachelor of Arts - Education
South Western Sydney Institute
Miller, NSWHigh School Diploma -
Liverpool Boys High School
Liverpool, NSW12.1997
Skills
- Conflict Resolution & Mediation
- Client Relations Management
- Leadership & Team Collaboration
- People Management & Coaching
- Negotiation & Persuasion
- Problem Solving & Decision Making
- Active Listening
- Effective Communication
- Relationship Building
- Self Motivation
Certification
- PADI Open Water Instructor & Specialty Instructor
- Koh Tao, Thailand - Sairee Cottage Diving Resort - September 2023
Languages
Samoan
Native or Bilingual
Thai
Limited Working
Timeline
Master Scuba Diver Trainer
Ocean Sound Diving and Yoga
2023.01 - Current
Customer Advocacy Representative
ICare NSW
2018.04 - 2022.04
Client Services Officer
ICare NSW
2017.05 - 2018.04
Client Services Officer
Housing NSW
2017.03 - 2017.05
Client Relations Specialist
Macquarie Group
2016.02 - 2016.06
Associate
MLC Life Insurance
2007.10 - 2016.01
Bachelor of Arts - Education
South Western Sydney Institute
High School Diploma -
Liverpool Boys High School
- PADI Open Water Instructor & Specialty Instructor
- Koh Tao, Thailand - Sairee Cottage Diving Resort - September 2023
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