Mary Lavelua
Melbourne,VIC
Summary
Experienced Customer Service Expert with a focus on building strong Stakeholder relationships and a record of exceeding customer expectations. Spent 2 years in a Missionary Training Centre teaching French, translating lectures, Organised and directing workshops & 5 years as Cabin Crew providing world class service to passengers on diverse international flights. I am currently a Prison Officer focusing on maintaining security and safety and trained in crisis intervention and prevention. I am highly motivated, result oriented, always seeking more opportunities to further skills and gain more experiences.
Overview
12
12
years of professional experience
Work History
Corrections Officer
Department of Justice
07.2024 - Current
- Collaborated with staff to develop and implement rehabilitation programs.
- Responded promptly to incidents, ensuring proper protocol was followed.
- Patrolled and visually inspected units, yards, buildings and prisoner property and clothing to ensure welfare, security and safety.
- Employed de-escalation techniques, verbal commands, and physical and mechanical restraints to address different situation.
- Attended regular trainings and maintained appropriate certifications.
- Ensured safety and security of everyone within the facility by conducting searches, supervising activities, and maintaining order.
Business Flight Attendant
Qantas Airways
11.2018 - 04.2024
- Deliver consistent high-quality service and customer engagement
- Compliance with international aviation regulation
- Exemplary ratings on performance reviews
- Calm under high pressure quick thinking, effective conflict resolution
- Outstanding emergency response
- Aircraft operations & security, counter-terrorism measures
- Certified in CPR, First Aid, Alcohol licensing
- Completed over 2000 hours of domestic and international flights
- Operate all mechanical & safety equipment
- High level professionalism.
Phone Operator
Healthcare NZ
Auckland
04.2021 - 08.2021
- Answered incoming calls and directed them to the appropriate department or individual.
- Provided customer service support for customers with questions.
- Performed data entry of customer contact information into computer database systems.
- Updated customer accounts with new information from callers.
Customer Service Representative
BNZ - Bank of New Zealand
Auckland
01.2021 - 03.2021
- Engaging with customers in a warm and friendly manner.
- Processing customer transactional banking needs.
- Updating customers personal details and identification.
- Assisting with general product and service enquiries and recommending the solutions
- Data Entry
Trainer & Educator
Missionary Training Centre
11.2016 - 10.2018
- Teaching 30 students how to speak French and Tahitian
- Building confidence & rapport
- Relationship building
- Setting daily goals and plans to accomplish (task orientated)
- Improve analytical skills.
Volunteer Mission
The Church of Jesus Christ of Latter-day Saints
10.2014 - 10.2016
- Fluency in French, English
- Developed strong communication skills
- Planned over 50 workshops regarding leadership, goal setting and relationship building
- Over 2000 lessons pitched to variety of people
- Weekly training meetings and regular progress reporting
- 10-12-hour days worked consistently.
Customer Service Expert (Banking)
Infield International Ltd
10.2013 - 10.2014
- Handle customer inquiries
- Resolve escalations, problem resolution
- Interact with internal stakeholders and other operations departments.
Education
High School Diploma -
Epsom Girls Grammar
Auckland, New Zealand09.2013
Skills
Communication
I am fluent in French and Tongan and have utilized these skills to act as an interpreter in previous and current roles to achieve customer satisfaction
I have outstanding verbal communication skills that is constantly being developed in my career through the relationship building aspect of customer service These roles required the ability to advise and inform customers with the objective of exceeding customer expectations and achieving organisational goals
Relationship Management
I am confident in my ability to build rapport with stakeholders at various levels of an organisation I am able to adapt my communication style to suit the audience, such as interaction with senior management to platinum/chairman lounge customers By understanding the stakeholder and their interest and goals, i am able to adjust my body language, jargon and tone to influence and get "buy in" which is crucial for achieving functional objectives
I work well in a team and foster unity around common goals in order to encourage productivity and efficiency
Additional Information
Faith Taofinuu
Senior
+61450932937
Faith.Taofinuu@justice.vic.gov.au
Kristine Warnett
Customer Performance Manager
+64221667136
Kristine.warnett@qantas.com.au
Davey Maasi
Operations Manager
+61431658091
daveymarch08@gmail.com
Timeline
Corrections Officer
Department of Justice
07.2024 - Current
Phone Operator
Healthcare NZ
04.2021 - 08.2021
Customer Service Representative
BNZ - Bank of New Zealand
01.2021 - 03.2021
Business Flight Attendant
Qantas Airways
11.2018 - 04.2024
Trainer & Educator
Missionary Training Centre
11.2016 - 10.2018
Volunteer Mission
The Church of Jesus Christ of Latter-day Saints
10.2014 - 10.2016
Customer Service Expert (Banking)
Infield International Ltd
10.2013 - 10.2014
High School Diploma -
Epsom Girls Grammar
Similar Profiles
Rizwan SandhuRizwan Sandhu
Justice Officer (Casual) at Department of JusticeJustice Officer (Casual) at Department of Justice
Joseph SouJoseph Sou
Student Assistant at Department of JusticeStudent Assistant at Department of Justice
CoriAnn Barquis-HochCoriAnn Barquis-Hoch
Operational Support Technician at Department of JusticeOperational Support Technician at Department of Justice
Jennifer sullivanJennifer sullivan
Senior Community Corrections Officer at Department of JusticeSenior Community Corrections Officer at Department of Justice
Cavsar KuerbanCavsar Kuerban
ECommerce at DropK CardsECommerce at DropK Cards