Palasia Aitu
Brisbane,QLD
Summary
Dynamic Customer Service Specialist with proven expertise at NZAA in enhancing customer satisfaction and retention through exceptional problem resolution and effective communication. Skilled in CRM software and adept at managing high call volumes, I consistently deliver tailored solutions that foster trust and loyalty among clients.
Overview
1
1
Certification
Work History
Customer Service Specialist
NZAA
2022 - 2024
- Delivered exceptional customer support through effective communication and problem-solving skills.
- Assisted clients in navigating services, ensuring timely resolution of inquiries and concerns.
- Processed customer requests using CRM systems to maintain accurate records and enhance service delivery.
- Collaborated with team members to develop solutions for improving customer satisfaction and retention rates.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
Customer Service Representative
Insel Fehmarn Hotel
2017 - 2020
- Resolved guest inquiries efficiently, enhancing satisfaction and loyalty.
- Processed reservations and managed booking systems to ensure accuracy.
- Collaborated with team members to streamline communication and improve service delivery.
- Handled customer complaints professionally, prioritizing swift resolutions.
- Monitored feedback channels to identify trends and areas for improvement.
- Assisted in organizing events, ensuring seamless execution of guest experiences.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
High School Diploma - Mathematics
St Mary's College
Vaimoso Samoa 11.1989
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Complaint handling
- Problem resolution
- Customer relationship management
- Complaint resolution
- Customer retention
- Customer order management
- De-escalation techniques
- CRM software
- Call centers
- Data entry
- Active listening
- Follow-up skills
- Prioritization
- Microsoft outlook
- Product and service solutions
- Administrative support
- Relationship building
- Call management
- Critical thinking
- Documentation
- Live chat support
- Microsoft Office Suite
- CRM system proficiency
- Paperwork processing
- Call center operations
- Appointment scheduling
- Order fulfillment
- Quality control
- Payment processing
- Order processing
- Scheduling
Accomplishments
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
Certification
- Contact Center Training - 2018
Additional Information
I am a very fast learner, honest and a very reliable person. I love working in teams and also a very supportive person. I also love meeting new people and learning new things.
Languages
English
Full Professional
Timeline
Customer Service Specialist
NZAA
2022 - 2024
Customer Service Representative
Insel Fehmarn Hotel
2017 - 2020
High School Diploma - Mathematics
St Mary's College