Mele Puliuvea
Preston,VIC
Summary
Dynamic Duty Manager at Swissport with a proven track record in enhancing customer satisfaction and team performance. Skilled in operations management and employee training, I foster collaboration and loyalty through effective communication and problem-solving. Successfully resolved escalated issues, ensuring long-term client relationships and operational efficiency.
Professional management expert with proven ability to oversee day-to-day operations and maintain high standards. Known for fostering team collaboration and driving results in diverse environments. Reliable and adaptable, with strong skills in conflict resolution and staff supervision.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Duty Manager
Swissport
03.2024 - Current
- Managed staff scheduling for optimal coverage, ensuring efficient operations during peak hours.
- Trained employees in essential job functions.
- Mentored and supported junior staff members to apply best practices and follow procedures.
- Supervised and coordinated team to provide guidance and support and maximize performance.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Oversaw inventory management, ordering supplies as needed to maintain adequate stock levels and minimize waste.
- Handled employee-related issues to improve performance, professional conduct, and attendance reliability.
- Developed strong relationships with key clients, vendors, and business partners to foster a collaborative working environment.
- Initiated plans to improve customer relations, quality standards, and service efficiency.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Established team priorities, maintained schedules and monitored performance.
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.
- 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.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Reduced employee turnover by creating supportive and engaging work environment.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Customer Service Representative
Swissport
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
Education
Santa Maria College
Northcote, VICSkills
- Customer service
- Customer service focus
- Time management
- New employee training
- Team supervision
- Customer communication
- Attention to detail
- Delegating work
- Work planning and organization
- Operations management
- Written and oral communication
Certification
Provide Cardiopulmonary Resuscitation
Languages
Tonga
Native or Bilingual
English
Native or Bilingual
Timeline
Duty Manager
Swissport
03.2024 - Current
Customer Service Supervisor
Swissport
12.2022 - Current
Customer Service Representative
Swissport
07.2022 - Current
Santa Maria College
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