MONTELLE FALAMOE
Campbelltown,NSW
Summary
My personality is one that is honest, friendly, approachable, bubbly and enthusiastic. As a highly motivated and ambitious person I strive for the best in everything I do. I consider myself reliable, organised and committed to any task required of me. Years of customer service experience have shown that I enjoy interacting with people on a daily basis. My goal is to succeed in my career and to become one of the finest in the industry.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Ministry Of Social Development
09.2021 - 09.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Maintained accurate records, ensuring timely processing of invoices, payments, and financial reports.
Tenancy Customer Service Advisor
Ministry of Business, Innovation and Employment
01.2018 - 01.2019
- Assisted landlords and tenants with tenancy agreements, interpreted tenancy legislation, updated personal information, offered advice, discussed solutions, took complaints, and booked mediations.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Implemented strategies to reduce average handling time without compromising on service quality.
Inbound Customer Service Representative
Inland Revenue
01.2016 - 01.2018
- Received inbound calls from taxpayers, assisted customers with New Zealand tax affairs, updated information, engaged with clients to determine their needs, processed actions, and maintained client records.
Retail Assistant
Mirrou Retail Store
01.2014 - 01.2015
- Served and catered to customers' needs and queries, worked the till, handled cash, performed accounting tasks, handled stock, and performed cleaning duties.
Education
Diploma - Tourism
Nz School of Tourism
Wellington, NZ12.2015
Skills
- Appointment Scheduling
- Complaint resolution
- Information Security
- Paperwork Processing
- Data Entry
- Call Management
- Data Collection
- Scheduling
- Product Knowledge
- Payment Processing
- Microsoft Excel
- Conflict Mediation
- [Software] CRM system proficiency
- De-Escalation Techniques
- Call Center Operations
- Building rapport
- Customer Service
- Microsoft Outlook
- communication
Languages
English
Education And Qualifications
Travel Careers and Training Certificate in Airline, Travel and Tourism (Currently completing), NZQA National Certificate in tourism (core skills) level 3, NZQA National Certificate in travel level 3, NZQA National Certificate in travel level 4, Airline reservations certificate-Amadeus, Hertz rental cars certificate, Singapore Airlines certificate, Blue Lagoon cruises certificate, Passenger service agent certificate, Contiki tours certificate, First aid certificate, Horowhenua College, 2009-2013, National Certificate of Education Achievement Level One, National Certificate of Education Achievement Level Two, National Certificate of Education Achievement Level Three
Health
excellent
References
- Nigel SchoPield (mbie team leader), 021 854 244, nigel.schoPield-matthews@mbie.govt.nz
- Vaa Fomai (connect global team leader), 020 466 1538, Fomai.v@icloud.com
Timeline
Customer Service Representative
Ministry Of Social Development
09.2021 - 09.2023
Tenancy Customer Service Advisor
Ministry of Business, Innovation and Employment
01.2018 - 01.2019
Inbound Customer Service Representative
Inland Revenue
01.2016 - 01.2018
Retail Assistant
Mirrou Retail Store
01.2014 - 01.2015
Diploma - Tourism
Nz School of Tourism
Similar Profiles
Amoya SimpsonAmoya Simpson
Intern at Ministry Of Social Development Social Welfare DepartmentIntern at Ministry Of Social Development Social Welfare Department
PARDEEP HEER-BRACHPARDEEP HEER-BRACH
PROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATIONPROGRAM SPECIALIST at MINISTRY OF SOCIAL DEVELOPMENT AND SOCIAL INNOVATION
Ranui ArmstrongRanui Armstrong
Customer Service Rep at Ministry of Social DevelopmentCustomer Service Rep at Ministry of Social Development
Lemika T. SydneyLemika T. Sydney
Clerical Assistant at Ministry of Social Development and Family ServicesClerical Assistant at Ministry of Social Development and Family Services
Onyx HolmesOnyx Holmes
Team Leader at Boost JuiceTeam Leader at Boost Juice