Melaia Tivoli
Blacktown
Summary
Customer focused individual with a strong commitment to delivering exceptional service and enhancing customer satisfaction. Experienced in fast paced environments, I adapt quickly to changing priorities while maintaining a proactive and solutions driven approach. Dedicated, reliable, and quick to learn, I am motivated to take on new challenges and contribute positively to team success.
Overview
12
12
years of professional experience
Work History
Sales and Service Consultant
Hollard
04.2025 - Current
- First point of contact for customers
- Provide accurate information efficiently and in relation to home and motor general insurance products
- Established new policies within agreed delegates levels of authority before the new Duck Creek software was created
- Update existing policies for our customers
- Achieve set business KPI
- Open to feedback during coaching and meetings to ensure I can provide efficient and reliable service and to improve on skills
- Maintain accurate customer and policy records on General Insurance systems via quality data processing
- Appropriate escalation of customer enquiries outside of agreed delegated levels of authority
- Participation in training & development activities which also includes planning activities with the Team Manager
- Contributing to team effectiveness (eg: participation in Team Meetings) and building and maintaining work relationships with team members and management
- Complaint investigation & analysis as directed by Team Manager.
- Assist clients in understanding policy options and coverage details.
- Manage client inquiries and resolve issues efficiently and professionally.
- Utilise problem solving skills while dealing with difficult situations involving dissatisfied customers.
- Maintain accurate records of customer interactions, transactions, comments and complaints.
- Assist customers with complaints, inquiries, and billing issues while maintaining a high level of customer satisfaction.
- Genesys and i90 software
Facilities Coordinator
Stryker
St Leonards
01.2024 - 02.2025
- Managed company database and ensured the accuracy of contact information.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Performed data entry tasks into various computer systems accurately and promptly.
- Managed inventory of office supplies and placed orders to ensure adequate stock levels.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Participated in emergency response drills and maintained knowledge of safety procedures.
- Maintained security by following procedures, monitoring logbooks, and issuing visitor badges.
- Liaised with suppliers and customers to resolve any shipping or receiving issues promptly.
- Developed training materials and conducted sessions for new logistics staff members.
- Maintained communication with suppliers regarding order status and delivery schedules.
- Loaded, unloaded, moved and sorted materials to keep items flowing to correct locations.
- Provided support for events held at the facility by arranging catering services and setting up meeting rooms according to client specifications.
- Monitored maintenance and repair of machinery, equipment and electrical and mechanical systems.
- Managed security systems within the building such as access control systems and CCTV cameras.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Outbound Team Champion
The Iconic
01.2017 - 10.2023
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Facilitated training sessions for new employees on company policies and procedures.
- Consolidation of items
- Strong use in Microsoft word and excel
- Ensured compliance with PPE requirements and workplace safety protocols.
- Led regular safety talks and toolbox meetings to maintain high standards.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Completed shipping paperwork, attached appropriate labels and scanned barcodes for tracking.
- Adhered to company policies and procedures to maintain a safe and efficient working environment.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Troubleshoot Admin - Entered data into spreadsheets, documents and databases with high accuracy rate.
- Updated existing records with new or revised information as needed.
Customer Service Representative
Sykes Australia
Maitland
10.2015 - 12.2016
- Executed initiatives aimed at promoting teamwork.
- Maximized efficiency through KPI focus.
- Promoted available products and services to customers during service, account management and order calls.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Performed regular account reviews with customers to assess their needs and make recommendations on how they can maximize their use of the credit card services offered.
- Implemented quality assurance protocols to ensure high standards of workmanship.
- Adhered to compliance and privacy policies and procedures to maintain confidentiality and information protection.
- Followed up on sales leads through outbound calling.
- Handled inquiries from existing customers by providing accurate information about products and services offered.
- Updated customer information in the database accurately.
Process Worker
Summertime Holdings Pty Ltd
01.2014 - 03.2015
- Managed operation of equipment.
- Consistently met production deadlines, ensuring timely completion.
- Handled manufacturing operations for meat processing.
- Ensured workplace safety through regular cleaning and upkeep.
- Processed fresh meat items in walk-in cooler.
- Managed inventory, ensuring freshness and quality of meat products.
- Communicated effectively with colleagues about production goals and objectives throughout shift changes.
- Labeled packages with product name, weight, price and expiration date as per company policy.
- Stored all finished goods in designated areas according to safety guidelines.
- Followed company policies and procedures strictly during entire shift hours for optimal performance results.
Education
Certificate II - Business
TAFE Hunter Newcastle
Newcastle01.2012
Higher School Certificate (HSC) - English Standard, Business Studies, Community and Family Studies, Society & Culture, Modern History, Studies of Religion
All Saints College, St Mary’s
St Mary’s01.2011
Skills
- Data entry
- Inventory management
- Office organization
- Emergency Response Coordinator
- Excel Proficiency
- Team collaboration
- Effective communication
- Time management
- Facility Maintenance
- Service Excellence
- Forklift operation
- Meeting coordination
- Adaptability and flexibility
- Relationship Building Expertise
- Service-oriented mindset
- Reception Management
- Retention
- Insurance knowledge
- Customer relationship management
- Problem solving
- Compliance adherence
- Customer relations
- KPI achievement
References
Upon request
Timeline
Sales and Service Consultant
Hollard
04.2025 - Current
Facilities Coordinator
Stryker
01.2024 - 02.2025
Outbound Team Champion
The Iconic
01.2017 - 10.2023
Customer Service Representative
Sykes Australia
10.2015 - 12.2016
Process Worker
Summertime Holdings Pty Ltd
01.2014 - 03.2015
Certificate II - Business
TAFE Hunter Newcastle
Higher School Certificate (HSC) - English Standard, Business Studies, Community and Family Studies, Society & Culture, Modern History, Studies of Religion
All Saints College, St Mary’s