Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
Generic

PENINA VOLAUKITOGA-MCGOON

Onehunga,Auckland

Summary

Dedicated professional with a positive attitude and strong work ethic, demonstrating the ability to operate independently and deliver exceptional customer service. Proven track record in building and maintaining key customer relationships, ensuring satisfaction even under challenging circumstances. Quick to adapt and proficient in problem-solving, consistently striving for excellence in all tasks.

Overview

18
18
years of professional experience

Work History

Operations Coordinator

Bachcare
Parnell, NZ
07.2023 - 07.2024
  • Manage day to day operations for the Owner teams and Owners, ensuring processes run smoothly and efficiently
  • Act as a liaison between different teams to ensure smooth communication and collaboration
  • Coordinate and monitor daily operations to ensure efficiency, track the progress of ongoing projects, ensuring deadlines are met
  • Triaging inbound enquiries from property owners, updating policies, procedures and resources, disseminated and improved upon where necessary
  • Signing off service requests for owners, assisted in handling owner queries and complaints, ensuring high level of satisfaction and resolution in a timely manner
  • Help owner relating guest bookings, owner account or services that Bachcare provide
  • Work closely with RM to ensure that any complex issues or complaints are resolved and followed up

Guest Support Representative

Bachcare
Parnel, NZ
11.2021 - 07.2023
  • Provide high quality assistance and support to guests via phone, booking system platforms such as Airbnb, Booking.com, Bookabach/VRBO and Bachcare
  • Addressing inquiries, concerns, and service request in a timely manner and professional manner
  • Handle complaints, technical issues, and service disruptions, ensuring that problems are resolved efficiently and effectively
  • Maintain knowledge of company services and policies to provide accurate information and guidance to guests
  • Diagnose issues related to guest bookings, accounts, or services, and provide instructions to resolve problems
  • Manage multiple guest bookings and interactions, ensuring all inquiries and concerns are addressed in a timely and organised manner
  • Collaborate with other teams to resolve complex issues and ensure a seamless guest experience, processed payments in compliance with company policies and privacy regulations
  • Manage guest feedback and escalated critical issues to management, contributing to continuous service improvements

Customer Service Desk Coordinator

Haumaru Housing Partnership Ltd
Grafton, NZ
04.2019 - 09.2020
  • Overseeing the front office, main point of contact for all services, pleasantly greeting visitors and professionally respond to telephone, email, voicemail and in-person
  • Perform general administrative duties
  • Providing reports to services desk manager on regular basis and maintaining a high level of confidentiality when handling sensitive information with tenants and reporting to CEO for major issues
  • Logging jobs on Service Desk system for the Facility team to assess and assign each job
  • Delegating task to appropriate teams, day to day communication with the Facility team and 3 other teams and working closely with our tenants, contractors, community managers and service desk manager
  • Managing deadlines and progress across the team to ensure project is delivered
  • Support team members when required and undertake any other tasks that may arise
  • Coordinate and schedule all service desk requests, Maintain inventory of office supply and the smooth running of the office

Customer Service/Sales Agent

Salmat
Penrose, NZ
02.2015 - 11.2018
  • Handling customer enquiries, complaints, billing questions and up sale product
  • Coming up with the best-option solutions for customers, this is basically done daily
  • Managing a high-volume workload within a deadline-driven environment as we are expected to reach our daily target and training new members of the team

Guest Services Representative

Novotel
Auckland Airport, NZ
04.2014 - 01.2015
  • During my time of my employment at Novotel, I had the opportunity to deal and interact with customers daily
  • My role allowed me to gain knowledge on how to interact with different types of customers, learning the reservation system and making reservations by phone and face to face, answering phone and phone enquiry and the ability to multitask was the key factor
  • The privilege of meeting new people every day was exciting & priceless
  • Being involved in this role has made me a determined & motivated individual that can cope reasonably well in a team environment

Inbound Call Centre

Survey Talk
Auckland, NZ
01.2014 - 04.2014
  • I was employed by survey talk just as a part time while completing my study
  • This position involved customer service and a good phone manner, and being able to handle difficult customers over the phone was something that I learnt to deal with and try to solve so that the customer was satisfied at the end

Café Assistant

Rockfield Café
Penrose, NZ
02.2008 - 12.2010
  • Over the 2 years of my employment at Rockfield Café, I’ve had the opportunity to interact with customers daily
  • Being involved in this role has made the transition into the Tourism industry less daunting

Sales Assistant

Briscoes
Mt Wellington, NZ
12.2006 - 01.2007
  • I was employed at Briscoes during the Christmas and New Year holiday period after finishing off high school
  • This was the first opportunity for me to get my foot in the workplace, so I was able to learn how to deal with customers when it’s busy, customer service and communication skills

Education

Certificate in International Flight Attending - National Certificate in Aviation, Airline Training Solutions and Travel Careers & Training Aviation Certificate, First Aid Certificate, Shining Star Award

Travel Careers & Training

Certificate - Airline & Tourism, NZQA National Certificate in Tourism, NZQA National Certificate in Travel, Certificate in Travel Careers and Training in Airline, Travel & Tourism, Menzies Aviation Certificate, Airline Reservations in Amadeus, Hertz Rental Cars Certificate

Travel, Careers & Training
Auckland, NZ
12.2014

National Certificate - Computing & Business Administration, Computing Level 2 & 3

Te WānangaAotearoa
Auckland, NZ
12.2011

Penrose High School -

Penrose High School
12.2006

Skills

  • Team player
  • Quick learner
  • Positive attitude
  • Strong customer service skills
  • Excellent organization
  • Written and verbal communication
  • Ability to remain calm under pressure
  • Strong administrative skills
  • Proficient in the Microsoft Office Suite

Hobbies and Interests

  • As an active sociable individual, I enjoy staying fit and love playing sports.
  • I have been involved in several netball teams over the years and have gained the confidence of communicating and participating within a team.
  • I enjoy meeting new people, love travelling and cooking and spending quality time with family and friends.

References

  • Talei Tasi, Haumaru Housing, Customer Service Desk Coordinator Supervisor, +64 20 4152 1139, talei.tasi@haumaruhousing.co.nz
  • Danielle Tasi, Haumaru Housing, Community Manager, +64 27 4851207, tasi001@gmail.com
  • Areen Milovale, Salmat/Probe, Team Leader, +64 21 0833 2227, areen.milovale@probe.co.nz

Timeline

Operations Coordinator

Bachcare
07.2023 - 07.2024

Guest Support Representative

Bachcare
11.2021 - 07.2023

Customer Service Desk Coordinator

Haumaru Housing Partnership Ltd
04.2019 - 09.2020

Customer Service/Sales Agent

Salmat
02.2015 - 11.2018

Guest Services Representative

Novotel
04.2014 - 01.2015

Inbound Call Centre

Survey Talk
01.2014 - 04.2014

Café Assistant

Rockfield Café
02.2008 - 12.2010

Sales Assistant

Briscoes
12.2006 - 01.2007

Certificate in International Flight Attending - National Certificate in Aviation, Airline Training Solutions and Travel Careers & Training Aviation Certificate, First Aid Certificate, Shining Star Award

Travel Careers & Training

Certificate - Airline & Tourism, NZQA National Certificate in Tourism, NZQA National Certificate in Travel, Certificate in Travel Careers and Training in Airline, Travel & Tourism, Menzies Aviation Certificate, Airline Reservations in Amadeus, Hertz Rental Cars Certificate

Travel, Careers & Training

National Certificate - Computing & Business Administration, Computing Level 2 & 3

Te WānangaAotearoa

Penrose High School -

Penrose High School

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PENINA VOLAUKITOGA-MCGOON