Lusiana Mailakeba Wara
CUSTOMER SERVICE OFFICER
Coober Pedy,SA
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Furthermore, provided diligent customer service professional successfully at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Also demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
22
22
years of professional experience
1
1
year of post-secondary education
Work History
Hospitality Worker
Radeka Downunder Motel
Coober Pedy, 5723 SA
09.2024 - Current
- Performed general cleaning by sweeping and mopping floors, washing dishes and emptying trash.
- Reduced risks by maintaining clean and organised work environment.
- Collaborated with team members to consistently deliver high-quality service in a fast-paced environment.
- Greeted guests with friendly and professional acknowledgment to build rapport.
- Handled guest complaints professionally, resolving issues quickly to promote positive experiences.
- Ensured safety guidelines were followed by all team members to create a secure environment for guests and staff alike.
- Maximized room occupancy rates with effective sales techniques and clear communication of amenities.
- Resolved guest complaints with empathy and swift action, preventing negative online reviews.
- Improved guest satisfaction by providing prompt and courteous service.
- Streamlined check-in process, reducing wait times and elevating guest first impressions.
- Collaborated with other housekeeping staff to complete tasks efficiently and effectively.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Maintained a spotless environment for guests through diligent daily housekeeping tasks.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
Caregiver
Private Residence
Sydney, NSW
09.2024 - 10.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Built strong relationships with clients to deliver emotional support and companionship.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Maintained a safe and clean environment for patients, reducing risks and ensuring optimal health outcomes.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted patients with self-administered medications.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Provided safe mobility support to help patients move around personal and public spaces.
- Provided emotional support to patients and their families during challenging times, fostering trust and strong relationships.
- Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Customer Service Officer
iTaukei Land Trust Board (TLTB)
01.2024 - 06.2024
- Maintain and provide efficient and effective prompt responses to customer enquiries
- Professionally greet customers and promptly handle enquiries in a timely manner
- Maintaining a positive, empathetic and professional attitude toward customers at all times
- Professionally handle telephone calls using official standard greetings
- Acknowledge and resolve customer complaints ensured
- Timely feedback on the efficiency of the customer service process provided
- Customer satisfaction maintained and profession customer support provided
- Efficient and effective handling and resolving of customer complaints maintained
- Provision of accurate information within the timeframe ensured
Acting Personal Assistant to ICEO
iTaukei Land Trust Board (TLTB)
07.2023 - 12.2023
- Act as the point of contact among executives, employees, clients and other external partners
- Attend and screen all telephone calls and provide appropriate responses
- Preparation of documents as directed and provision of administrative support
- Provide efficient secretarial and administrative support at all times
- Manage calendars, appointments, booking of meetings and travel itinerary arrangements
- Attend and manage correspondences, emails monitored with responses as appropriate or referred to the Chief Executive Officer
- Conduct research in a timely manner when requested
- Use appropriate systems, procedures and controls to enhance the accuracy, timeliness and presentation of the reporting
- Provide information when needed or requested, ideas and support on matters of concern to the Chief Executive Officer
- Filing of confidential records of reports, correspondence and related material
- Sourcing, ordering stationery and office equipment’s for the office
- Efficient and effective delivery of any other assigned work for CEO’s office
Estate Assistant
iTaukei Land Trust Board (TLTB)
06.2018 - 07.2023
- Assisted the Estate Officer in the following work activities pertaining to the administration of native leases:
- General Customer services & administrative tasks
- Assessment of lease applications
- Reassessment of Rents
- Processing of transfers, mortgages and sub-leases
- Lease expiries/renewals
- Variation of leases
- Lease Surrender
- Breach of lease conditions
- Land Owning Units cases
- Subdivision of Land
- Advice on Survey of leases, improvement applications & boundary disputes
- Lease Extensions and Valuation
- Attending to consultation with relevant stakeholders, village communities and TLTB tenants
Research Assistant
iTaukei Land Trust Board (TLTB)
01.2006 - 06.2018
- Assist the Senior Research Officer/Research Officer in the review of the Board’s policies on different land related businesses such as Tourism, Forestry, water, agriculture and mineral to ascertain their workability in the administration of native land
- Ensuring that new leases issued are in compliance with zoning and planning provisions per above legislations / regulations
- Review and update TLTB Information brochures
- Establish and maintain an information system/ library of publications and other sources of information within the Research Unit for research work
- Assist in the collation of data, both internally and externally for analytic research work purposes
- Assist in the documenting of Estate Management Policies and Procedures
- Constantly post updates to relevant sections of the Manuals on the intranet whenever approved changes are advised and disseminates these updates where hardcopies are maintained
- Attend workshops/meetings as delegated with relevant stakeholders such as Wildlife Conservation Fiji, Department of Environment, Ministry of Local Government, Agriculture, SOPAC, Town& Country Planning etc
- And other related agencies on land related matters
- Timely completion of urgent requests (emails) & other tasks as instructed by Executive management or other established delegations within working days of instruction date
- Prepare and maintain meeting/conference room for schedule meetings when instructed & requested
- Take meeting minutes when sit in as Secretary Land Development Vetting or when requested for other meetings
- Provide back up to other staff when not in attendance
- Schedule meetings and appointments as requested by Manager Research & Development and Management
- Attend to meetings with relevant stakeholders like Department of Town & Country Planning, Environment department, Lands Department, Water Authority, WWF, Town Councils and other related department that deals with native land, conservation, environment issues etc
- Attend to consultation with village communities, general public consultation with other stakeholders on general leasing matters
- Attend to meetings with relevant stakeholders with issues relating to land use planning, surveying companies on surveying matters and other important adhoc meetings instructed by the Executive Management from time to time
Trainee Estate Assistant
iTaukei Land Trust Board (TLTB)
05.2003 - 12.2005
- Assisted the Estate Officer/Senior Estate Officer/ Manager in the following work activities pertaining to the administration of native leases:
- General Customer services & enquiries
- Assessment of lease applications
- Reassessment of Rents
- Processing of transfers, mortgages and sub-leases
- Lease expiries/renewals
- Variation of leases
- Lease Surrender
- Breach of lease conditions
- Land Owning Units cases
- Subdivision of Land
- Advice on Survey of leases, improvement applications & boundary disputes
- Lease Extensions and Valuation
Education
Professional Diploma - Business Management
University of the South Pacific
No Degree - HIGH SCHOOL EDUCTAION
SAINT BEDES COLLEGE
SAVUSAVU, FIJI 01.1996 - 12.1996
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Call center experience
- Client Relations
- Research
- Call Documentation
- Logistics Coordination
- Problem-solving abilities
- Customer Service
- Administrative Support
- Customer Relations
- Complaint resolution
Othercoursesachievements
- Fire Warden Training - In House training by National Fire Authority
- Microsoft courses – Microsoft Windows, Word, Excel, Access and PowerPoint
- Time Management course – In House training
- Customer Service course – In-House training
- Exceptional Customer Service Training - In House Training
- Microsoft Excel Basic - Certificate of Accreditation by Viti Solutions
- Microsoft Office Power-point 2007 - Foundation
- University short courses
Contact
+61 0490 200 691
Email - lucywara@gmail.com
References
- Petey Pete, Managing Director Radeka Downunder Motel, Coober Pedy, +61 0455 051 911
- Solomone Nata, snata@tltb.com.fj, Interim Chief Executive Officer TLTB, +679 9980974 / +6793312 733
- Raijeli Taylor, rtaylor@tltb.com.fj, Manager Strategic Planning, Research & Development TLTB Head Office,+679 9921697 /+679 3312 733
- Ema Natadra, ENatadra@tltb.com.fj, Manager Central Eastern TLTB Head Office, +679 9995915 / +679 3312 733
Hobbies and Interests
- Socializing/ meeting new people
- Playing sports
- Reading
- Traveling
- Gardening
- Socializing
Personal Information
- Ethnicity: Fijian
- Date of Birth: 05/05/78
- Gender: Female
- Marital Status: Married
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Resolved product issue through consumer testing.
Languages
English
Full Professional
Fiji
Native or Bilingual
Interests
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Volunteering for community initiatives to give back to local communities and make a positive impact
- Enjoy creating and following travel blogs and vlogs
- Documenting and sharing travel experiences
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Backpacking and Hiking
- Fundraising Events
- Offering time and support to shelters for the homeless, women, and animals
- Community Cleanup
- Getting involved in local advocacy groups to promote positive change in the community
- Youth Development Programs
- Volunteer Work
- Participating in fundraising events to support local charities, schools, or community projects
Timeline
Hospitality Worker
Radeka Downunder Motel
09.2024 - Current
Caregiver
Private Residence
09.2024 - 10.2024
Customer Service Officer
iTaukei Land Trust Board (TLTB)
01.2024 - 06.2024
Acting Personal Assistant to ICEO
iTaukei Land Trust Board (TLTB)
07.2023 - 12.2023
Estate Assistant
iTaukei Land Trust Board (TLTB)
06.2018 - 07.2023
Research Assistant
iTaukei Land Trust Board (TLTB)
01.2006 - 06.2018
Trainee Estate Assistant
iTaukei Land Trust Board (TLTB)
05.2003 - 12.2005
No Degree - HIGH SCHOOL EDUCTAION
SAINT BEDES COLLEGE
01.1996 - 12.1996
Professional Diploma - Business Management
University of the South Pacific
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