Lisa Tagoiaega
Sydney,NSW
Summary
Customer Service Coordinator with a strong commitment to continuous learning and professional development. Proven ability to enhance team performance and contribute to organizational success through effective communication and problem-solving skills. Demonstrated expertise in managing customer inquiries and ensuring satisfaction, leading to improved retention rates.
Overview
5
5
years of professional experience
Work History
Customer Relationship Specialist
Complete Credit Acquisitions
11.2023 - 06.2025
- Verified accuracy of account information and updated records accordingly.
- Explained the consequences of non-payment in a professional manner.
- Escalated unresolved disputes to legal counsel as necessary.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Maintained detailed documentation regarding collection activities, customer conversations, and payment arrangements.
- Ensured all collection activities complied with applicable laws and regulations.
- Maintained detailed records of all collection activity in accordance with company policies and procedures.
- Attended meetings with internal staff members to discuss best practices for collections processes.
- Utilized skip tracing techniques to locate hard-to-find debtors.
- Assessed customer financial situations to identify hardship cases that required special consideration or alternative repayment options.
Escalations Manager
Nick Scali
10.2022 - 10.2023
- Prepared invoices, credit notes, and other documents as needed for processing warranties.
- Conducted quality control checks on repairs completed under warranty coverage.
- Tracked returned merchandise against valid warranties in order to prevent fraudulent activity.
- Responded to customer inquiries regarding product warranties via telephone and phone.
- Resolved customer complaints or answered customers' questions.
- Developed and implemented escalations process to ensure customer satisfaction.
- Understanding and applying company and Australian Consumer Law policies for all customer inquiries.
- First responders to all service inquiries escalated for management to review for approvals of good replacements, store credits, or refunds.
Warranty Coordinator
Nick Scali
11.2021 - 08.2022
- Reviewed product documentation to verify compliance with manufacturer's warranties.
- Investigated warranty discrepancies with manufacturers or suppliers for replacement or repair of defective products.
- Researched customer complaints to identify root cause of problems and determine best course of action for resolution.
- Developed relationships with customers to ensure satisfaction.
- Ensured that all customer inquiries were responded to in a timely manner.
- Communicated regularly with other teams across the organization regarding any changes or updates in regards to client accounts or services offered.
- Provided customer service assistance to customers via phone and email.
- Analyzed customer feedback to identify areas for improvement in products and services.
Data Analyst
Furniture By Design
, NSW
10.2020 - 10.2021
- Checked source documents against entered data to ensure accuracy.
- Collected and organized information for entry, prioritizing entries to increase efficiency.
- Scanned documents into appropriate databases for storage purposes.
- Responded to daily inquiries and requests within mandated timeframe to meet deadlines.
- Followed data program techniques and procedures to maintain data entry requirements.
- Contacted customers via phone or email to address data inquiries.
- Maintained accurate records of deliveries and invoices in company database.
- Organized delivery schedules and routes to ensure timely arrival of goods.
- Tracked shipments, updated customers on delivery status, and addressed any customer inquiries.
Education
High School Diploma -
Liverpool Girls High School
09-2018
References Available Upon Request
Skills
- Skip tracing
- Effective communication
- Team collaboration
- Time management
- Inbound and outbound calling
- Email etiquette
- Customer service
- Data entry
Timeline
Customer Relationship Specialist
Complete Credit Acquisitions
11.2023 - 06.2025
Escalations Manager
Nick Scali
10.2022 - 10.2023
Warranty Coordinator
Nick Scali
11.2021 - 08.2022
Data Analyst
Furniture By Design
10.2020 - 10.2021
High School Diploma -
Liverpool Girls High School
References Available Upon Request
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