Summary
Overview
Work History
Education
Skills
Attributes
References
Languages
Timeline
Generic

Mariana Talimatasi

Lyndhurst,VIC

Summary

A proactive, versatile and experienced professional recognised for excellence and effectiveness in providing exceptional administrative and customer services in a diverse range of industries. Offering numerous years of experience in operational support and staff development. Equipped with strong communication and interpersonal skills utilised in building strong relationships with key clients and stakeholders. Proven track record in exceeding client expectations, generating referrals and increasing company profitability. Committed to service excellence and determined to leverage transferrable skills and diverse experience to support the objectives of an organisation.

Overview

16
16
years of professional experience

Work History

Customer Service Supervisor

Swissport
12.2022 - Current
  • Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
  • Collaborated with other departments to address recurring customer concerns, improving overall service quality.
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
  • Enhanced team productivity through regular coaching, feedback, and performance evaluations.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
  • Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
  • Researched and corrected customer concerns to promote company loyalty.
  • Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Kept high average of performance evaluations.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Improved office operations by automating client correspondence, record tracking and data communications.

Customer Service / Administration Officer

PERSOLKELLY - Staffing and Recruitment Australia
11.2019 - Current
  • Ensure delivery of high-quality customer service and resolving customer queries
  • Perform general administrative tasks, account management activities, customer service support, and data entry
  • Manage the allocation of customer payments, including electronic and credit card payments, according to internal policies
  • Deliver high-level of support to the team with the day-to-day operation duties.

Customer Relations Officer

National Hearing Care
02.2012 - 02.2021
  • Identifying new sales and marketing opportunities for the business
  • Managed a range of transactions, data entry and resolving discrepancies
  • Supported human resource processes, including preparation of files and processing documents for new joining employees
  • Undertook account management, account reconciliation, payments and following up on overdue accounts
  • Performed general administration and customer service support, including monitoring of customer account activities
  • Evaluated and resolved billings, accounts and invoice discrepancies.

Travel Consultant

Flight Centre Travel Group
04.2008 - 10.2011
  • Prepared and issuing invoices, receipt payments and maintain financial documents
  • Delivered exceptional service in order to sell flights, accommodation, cruises, tours and related travel products in person, over the phone and via email
  • Responded to supplier and customer account enquiries
  • Delivered operational and administrative assistance.

Education

Diploma of Early Childhood Education Care -

McCarthy Learning
01.2018

VCE -

01.1994

Skills

  • Well-developed business acumen and commercial awareness; applies analytical, strategic and proactive thinking to offer innovative, integrated solutions to business problems in a complex, change-orientated environment
  • Solid understanding of customer requirements with the ability to link services and solutions to business strategies
  • In-depth knowledge of procedures and standards, demonstrating extensive experience in the use and application of systems and software with strong attention to accuracy and detail
  • Excellent administrative skills in documents and information management, working with complex transactions and providing solutions to requests and enquiries
  • Keen sense of professionalism, proactive nature and genuine commitment to safe and efficient working practices, ensures the completion of all assigned responsibilities in a safe, timely and quality-assured manner
  • Natural talent for utilising effective communication, interpersonal, negotiation and conflict resolution skills to build and maintain positive relationships with clients, stakeholders and colleagues in a diverse environment
  • Exceptional organisational and prioritisation skills; can successfully manage tight deadlines, unpredictable volumes of work and changing priorities whilst maintaining a high standard of service delivery
  • Strong ability to rapidly adapt to new systems and tools with proficiency in MS Word, Excel Outlook, Sabre and Amadeus
  • Administrative and Customer Services
  • Operational Support & Data Entry
  • Staff Training & Development
  • Negotiation & Conflict Resolution
  • Quality Assurance & Control
  • Client & Stakeholder Engagement
  • Problem-Solving
  • Time Management
  • Customer Service
  • Team Building and Leadership
  • Decision-Making
  • Handling Escalations
  • Delegating Work
  • Multitasking and Organization
  • Employee Supervision
  • Relationship Building

Attributes

  • Proactive with flexible work attitude and the capacity to show initiative and apply new concepts
  • Strong work ethic; hardworking, self-motivated, enthusiastic and forward-thinking
  • Natural analytical mindset with reliable judgement and keen attention to detail
  • Capacity to problem solve and make logical, well-balanced and reasoned decisions
  • Ability to work well in a multidisciplinary team or independently with minimal supervision

References

  • Narelle Larter, Resource Assistant, PERSOLKELLY Staffing and Recruitment Australia, 03 9271 6306, narelle.larter@persolkelly.com.au
  • Debbie Sita, Human Resources Consultant, Lewis Australia Pty Ltd, 0477 641 838
  • Sandra Polis, Service Delivery Manager NZ account Swissport 0450704880, s.polis@swissport.com.au
  • Baljeet Kaur, Service Delivery Manager NZ account & Customer Service Supervisor Swissport, 0451838286, b.kaur@swissport.com.au

Languages

Samoan
Native or Bilingual

Timeline

Customer Service Supervisor

Swissport
12.2022 - Current

Customer Service / Administration Officer

PERSOLKELLY - Staffing and Recruitment Australia
11.2019 - Current

Customer Relations Officer

National Hearing Care
02.2012 - 02.2021

Travel Consultant

Flight Centre Travel Group
04.2008 - 10.2011

Diploma of Early Childhood Education Care -

McCarthy Learning

VCE -

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Mariana Talimatasi