Ophelia Kitiliti Mataitonga
Hurlstone Park,NSW
Summary
Enthusiastic and self-motivated professional with a strong background in customer service, support, relationship management, and facilitation. Thrives in positive, collaborative environments that allow for meaningful contributions to the organization. Seeking an opportunity to share knowledge and experience with others while furthering personal and professional growth.
Overview
13
13
years of professional experience
Work History
Passenger Service Agent
Emirates Airlines- DNATA
02.2024 - Current
- Assisted passengers with check-in and boarding processes, enforcing compliance with airline policies.
- Efficiently processed travel documents, verifying identification accuracy according to security protocols before boarding flights.
- Supported colleagues in managing challenging situations, fostering teamwork and collaboration.
- Contributed to the achievement of on-time departure goals through efficient gate management processes.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Tagged baggage and routed to appropriate location for loading and screening.
- Provided exceptional customer service to passengers, addressing concerns and resolving issues.
- Aided passengers in locating lost luggage by effectively liaising with baggage claim representatives and other airline staff members.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Delivered excellent customer service under high-pressure situations while maintaining a calm demeanor throughout daily operations.
SENIOR MEDICAL RECEPTIONIST
EAST TAMAKI HEALTHCARE SERVICES
01.2022 - 01.2023
- Greeted patients
- Processed payments
- Managed files
- Scheduled appointments and answered online enquiries
HEALTH COACH
EAST TAMAKI HEALTHCARE SERVICES
01.2021 - 01.2022
- Aimed to build people's motivation and capability to better understand and self-manage their physical and emotional wellbeing needs
- Training in coaching, fitness, or nutrition
- Working with other health care providers
- Provided guidelines to reduce or eliminate unhealthy behaviours
CALL CENTRE SPECIALIST
EAST TAMAKI HEALTHCARE SERVICES
05.2016 - 01.2021
- Answering inbound phone calls
- Attending to patients and public medical related queries
- Booking appointments
RECEPTIONIST
EAST TAMAKI HEALTHCARE SERVICES
11.2011 - 05.2016
- Company Overview: East Tamaki Healthcare (ETHC) is owned by Nirvana Health Group, New Zealand's largest independent primary healthcare group
- Nirvana runs 43 clinics around the country, with 24 of them belonging to the ETHC brand
- The ETHC clinic network has been providing medical care in South Auckland for over 40 years
- Front line service
- Attending to patients and public medical related queries
- Booking appointments
- Answering inbound phone calls
- Booking relevant appointments
- After hours call centre assistance
- Banking/cash handling and EFTPOS transactions
- Invoicing
- Basic medical assistance
- East Tamaki Healthcare (ETHC) is owned by Nirvana Health Group, New Zealand's largest independent primary healthcare group
- Nirvana runs 43 clinics around the country, with 24 of them belonging to the ETHC brand
- The ETHC clinic network has been providing medical care in South Auckland for over 40 years
- Trained new team members who achieved satisfactory levels of competency 50% faster because of my one on one approach that catered to their learning style
- Maintained a dependable backup to my call centre team as and when required
Education
CERTIFICATE IN AVIATION LEVEL 1 - AIRPORT OPERATION, AIRPORT TRAINING & CHECK-IN PROCEDURES
INTERNATIONAL TRAVEL COLLEGE
Auckland01.2012
NCEA LEVELS 1 AND 2 - ENGLISH, HISTORY, GEOGRAPHY, SCEINCE & MATHEMATICS
AUCKLAND SEVENTH DAY ADVENTIST HIGH SCHOOL
Auckland01.2011
Skills
- Relationship Management
- Teamwork
- Data Management
- Problem Solving
- Communication
- Knowledge Transfer
- Microsoft Windows
- Microsoft Office
- Basic Medical Knowledge
- Computer Administration
- Cash Handling
- Call Centre Experience
Accomplishments
- Ambassador, Tonga Tourism, Tonga, 04/01/18 to 07/31/18
- Miss Tonga, Miss Pacific Islands Pageant, Auckland, New Zealand, 12/01/17
- Tonga Representative Overseas, Tourism Travel Expo, China, 10/01/17
Knowledge Transfer
- Microsoft Windows and Office products
- Basic medical knowledge
- Computer Administration
- Cash handling
- Call centre experienced
Key Expertise
Able to work as a highly effective and organised member of any team or autonomously, actively contributing to the success of the business., Strong data management skills with the ability to effectively multi-task in busy and changeable environments where flexibility and accuracy are critical., Well-developed problem-solving skills with sound experience in identifying, troubleshooting and resolving internal and external customer issues., Excellent written and verbal communication skills, with the ability to communicate technical information and concepts to non-technical audiences in plain English. Ability to communicate in Tongan as well.
Languages
English
Professional Working
Tonga
Professional Working
Timeline
Passenger Service Agent
Emirates Airlines- DNATA
02.2024 - Current
SENIOR MEDICAL RECEPTIONIST
EAST TAMAKI HEALTHCARE SERVICES
01.2022 - 01.2023
HEALTH COACH
EAST TAMAKI HEALTHCARE SERVICES
01.2021 - 01.2022
CALL CENTRE SPECIALIST
EAST TAMAKI HEALTHCARE SERVICES
05.2016 - 01.2021
RECEPTIONIST
EAST TAMAKI HEALTHCARE SERVICES
11.2011 - 05.2016
CERTIFICATE IN AVIATION LEVEL 1 - AIRPORT OPERATION, AIRPORT TRAINING & CHECK-IN PROCEDURES
INTERNATIONAL TRAVEL COLLEGE
NCEA LEVELS 1 AND 2 - ENGLISH, HISTORY, GEOGRAPHY, SCEINCE & MATHEMATICS
AUCKLAND SEVENTH DAY ADVENTIST HIGH SCHOOL
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