Mele Seini Ahoia Palenapa
Papatoetoe,Auckland
Summary
Enthusiastic client services and professional with a strong background directly interfacing with industry customers. Well-versed in products, services, and customer trends. Dependable achiever committed to holding the highest ethical standards and maintaining customer trust. Dedicated customer service specialist providing skills to prioritize and multitask in a fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
9
9
years of professional experience
Work History
Registry Officer
Victoria State Government
Melbourne, VIC
10.2023 - 02.2024
- Coordinated the printing and distribution of documents as needed.
- Responded promptly and professionally to customer complaints or queries via phone or email.
- Evaluated applications and assessment results to determine eligibility and acceptance.
- Organized and managed files according to established procedures.
- Reviewed existing forms, policies, and procedures related to document registration.
- Assisted customers with inquiries related to their registry documents or services provided.
- Provided administrative support for registry staff in the preparation of reports and other documents.
- Assisted in training new staff members on proper use of the registry system.
- Maintained accurate records of all registry documents and files.
- Processed incoming and outgoing mail, ensuring timely delivery.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
National Online Executive
Manheim Auctions
Melbourne, VIC
06.2023 - 08.2023
- My responsibilities included making outbound and taking inbound calls from customers querying about vehicles they were looking into purchasing/bidding on
- Data entry skills were taken in where I would be using SAP and also Excel to do tasks which were assigned to me and evenly spreading that out to the team to focus on tasks assigned to them
- Admin skills were also taken in where I would be sorting out auction papers before auction day, setting up lanes for simulcast auctions that would happen every week
- Dealing with disputes which were assigned to me making sure I was getting information from not only buyer but also yard/site vehicle was at in order to provide an outcome.
Customer Service Consultant
ANZ BANK
Melbourne, VIC
12.2022 - 05.2023
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Educated customers on special pricing opportunities and company offerings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Upheld quality control policies and procedures to increase customer satisfaction
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance
- Consulted with customers to resolve service and billing issues
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
- Made outbound calls to obtain account information
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Developed strong customer relationships to encourage repeat business
- Used proven techniques to de-escalate angry customers during telephone interactions
- Answered inbound calls, chats, and emails to facilitate customer service
- Set up and activated customer accounts
- Improved customer service wait times to mitigate complaints
- Mentored new employees on procedures and policies to maximize team performance.
Contact Centre Agent
VEC Elections - Hoban Recruitment
Melbourne, VIC
11.2022 - 12.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Answered inbound calls from customers who wanted to place a vote for the elections
- Basic admin tasks to do with election forms.
Customer Service Representative
ASB BANK
Auckland, Manukau
11.2019 - 10.2022
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Educated customers on special pricing opportunities and company offerings
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- Assisted customers with making payments or establishing payment plans to bring accounts current
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Upheld quality control policies and procedures to increase customer satisfaction
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Informed customers about billing procedures, processed payments, and provided payment options setup assistance
- Consulted with customers to resolve service and billing issues
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification
- Made outbound calls to obtain account information
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Developed strong customer relationships to encourage repeat business
- Used proven techniques to de-escalate angry customers during telephone interactions
- Answered inbound calls, chats, and emails to facilitate customer service
- Set up and activated customer accounts
- Improved customer service wait times to mitigate complaints
- Mentored new employees on procedures and policies to maximize team performance.
Call Centre Agent
Salmat-Probe
Auckland, Mount Wellington
06.2018 - 08.2019
- Deliver fast, friendly and knowledgeable service for routine questions and service complaints
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services
- Used available resources to provide efficient and accurate solutions for customer service requests
- Answered, screened, and processed a high volume of calls daily with call management system and web-based communications
- Resolved customer inquiries, questions, and concerns to consistently offer quality service and meet performance benchmarks
- Consulted with customers regarding needs and addressed concerns
- Trained and supervised new employees to promote overall team productivity and consistent service
- Processed layaways, returns, and exchanges.
Passenger Experience Assistant
Auckland International and Domestic Airport
Auckland
11.2017 - 03.2018
- Checking in baggage for customers
- Helping out with checking in
- Making announcements throughout the terminal(s)
- Escorting passengers either to the gate or out to the arrivals section
- Assisting with boarding and security.
Waitress
Alexandra Park
Auckland
09.2014 - 11.2017
- Communicated with kitchen staff to stay updated on item availability and customer wait times
- Addressed concerns quickly to improve customer experience and escalated issues to management for resolution when necessary
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation
- Prepared salads, appetizers, and garnishes to assist kitchen staff
- Rolled silverware and set up food stations and dining areas to prepare for the next shift or large parties
- Arranged place settings with clean tablecloths, napkins, and tableware to prepare for incoming guests
- Presented food and beverages to guests at tables
- Cleared table and bussed dishes to allow for quick setups
- Welcomed guests with a personable attitude and brought beverage orders while reviewing menu options
- Set up tables and counters to prepare dining and serving areas
- Satisfied customers by topping off drinks and offering condiments, napkins, and other items.
Education
Year 13 Graduate -
Mangere College
12.2017
Skills
- Customer service
- Computer literacy
- Time management
- Excel
- Creative Problem Solving
- Adaptive Team Player
- Calm and Professional Under Pressure
- Building customer trust and loyalty
- Written and Verbal Communication
- Tongan and English Fluency
- Inbound and Outbound Calling
- SAP
- Upbeat and Positive Personality
- Document Verification
- Payment Collection
- Application Review
- Data Entry
Timeline
Registry Officer
Victoria State Government
10.2023 - 02.2024
National Online Executive
Manheim Auctions
06.2023 - 08.2023
Customer Service Consultant
ANZ BANK
12.2022 - 05.2023
Contact Centre Agent
VEC Elections - Hoban Recruitment
11.2022 - 12.2022
Customer Service Representative
ASB BANK
11.2019 - 10.2022
Call Centre Agent
Salmat-Probe
06.2018 - 08.2019
Passenger Experience Assistant
Auckland International and Domestic Airport
11.2017 - 03.2018
Waitress
Alexandra Park
09.2014 - 11.2017
Year 13 Graduate -
Mangere College
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