Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
Martha TOFAEONO

Martha TOFAEONO

Sydney,NSW

Summary

With over 6 years of substantial experience at Tafe NSW, I am a dedicated and skilled professional in customer service and administration. Dedicated Customer Service Consultant providing skills to prioritize and multi-task in a fast-paced working environment. I am eager to take on new challenges and am enthusiastic about the opportunity to join your team to continue developing my professional skills.

Overview

8
8
years of professional experience

Work History

Customer Service Representative - Student Services

TAFE NSW
Bankstown - Mount Druitt
10.2016 - Current
  • Providing outstanding customer service and ensuring compliance with the company policies and procedures.
  • Developed strong interpersonal and customer service skills are needed to maintain a good relationship and rapport with internal and external parties.
  • Working with inter TAFE databases and systems. Using government websites forexample with State Training Service to help with apprenticeships.
  • Processing withdraw applications for students and liaise with teaching sections, faculty and management.
  • Training staff on procedures and processes.
  • Managing customer complaints and rectifying issues from a negative experience and turning it into a positive outcome.
  • Processing Transitions from different Faculty (over 100 learners).
  • Maintain expert knowledge of the educational products within the relevant study courses.
  • Provide support to the International team processing enrolment applications.
  • Process withdrawals/refund applications for 15 other Swsi Tafe Campus in the Western Sydney Region.
  • Actively respond to the students/contact centre customer service/teachers and college co-ordinator's enquiries, complaints and general enquiries via email, Skype business chats.
  • Self-manage the process of student’s enrolments at different stages of the process.
  • Process transitions from 80 to 100 students from superseded courses.
  • Provide support and assist with other teams - Apprentices/Trainees and the Offering team.
  • Working Travel/Work onsite at other Swsi Tafe Campus with face-to-face customer service, Providing support with student’s enrolments: Assist with payments, tafe cards, enrolling Into the course, timetable, issuing temporary passwords/or reset, disability parking, and Help with concession fares for public transport.
  • High attention to detail.
  • Strong PC skills using software packages such as Excel, MS Word, CRM’s and corporate Information systems.
  • Strong initiative and problem-solving skills.
  • Work closely with management providing regular updates on the withdraw reports.
  • Participate onsite Swsi Tafe trainings and events.
  • The ability to multi-task a variety of projects and remain calm and consistent under pressure.

Customer Service - I Call Centre

SWSI TAFE NSW
Bankstown
07.2016 - 09.2023
  • Customer Service / General Enquiries dealing with student record/payments/course
  • Transferring calls to departments handling course-related issues.
  • Initiated proactive outbound calls to existing customers for sales or service follow-up.
  • Demonstrated flexibility by taking on additional tasks as requested by supervisors.
  • Participated in team meetings and training sessions as needed for professional development.
  • Monitored incoming calls, emails, and other communications to ensure prompt responses were provided.
  • Provided accurate information regarding products and services to customers.
  • Utilized problem solving techniques to identify root cause of customer issues quickly and accurately.
  • Processed an average of 80 transactions each day in a timely manner
  • Enrolments – Process application daily (Update Students Account etc)
  • Process payments over the phone for the students (course fees)
  • General administration
  • Resolved customer complaints and ensured customer satisfaction.

Education

GED -

CARRINGTON POLYTECHNIC INSTITUTE
Auckland, NZ
02-1993

High School Diploma -

Marist Sister's College
Mt Albert, Auckland, NZ
01-1991

Skills

  • Good Communication Skills
  • Organizational Skills
  • Active Listening
  • Good work ethics
  • Customer consulting
  • Data Collection
  • Initiative
  • Inbound and Outbound Calling
  • Computer Proficiency
  • Credit card payment processing
  • Professional telephone demeanor
  • Problem-solving abilities
  • Customer Relationship Management (CRM)
  • Follow-up skills
  • Conflict Resolution
  • Product Education
  • Administrative Support
  • Paperwork Processing
  • Product Knowledge
  • Account updating
  • Adaptive team player
  • Call Center Operations

References

  • Tracey Farran, Team Leader, Tafe NSW, tracey.farran@tafensw.edu.au, Phone: (02) 7920 2927 Mobile: 0475 268 078
  • Teresa LONG, Team Leader, SWSI TAFE, Mobile: 0420 656 568
  • Sharon Iraia, Team Leader, SWSI TAFE, sharon.iraia@tafensw.edu.au; Phone: (02) 7920 2988

Timeline

Customer Service Representative - Student Services

TAFE NSW
10.2016 - Current

Customer Service - I Call Centre

SWSI TAFE NSW
07.2016 - 09.2023

GED -

CARRINGTON POLYTECHNIC INSTITUTE

High School Diploma -

Marist Sister's College

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Martha TOFAEONO