Piula Va'avale
Dakabin,QLD
Summary
A highly motivated, confident individual with exceptional multi-tasking capabilities who is able to work in a target driven, busy environment. Hardworking with excellent attendance and punctuality records who can work equally work well alone or as part of a team. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Super Retail Group
01.2020 - 02.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call centre processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Implemented feedback loops that encouraged continuous improvement among team members by sharing insights about exceptional service delivery techniques.
Claims consultant
Allianz - Home Insurance
03.2019 - 11.2019
- Outbound and inbound calls providing claim process
- Liaising with internal and external business regarding the update of claims
- Email notifications regarding payments to the insured
- Resolutions and settlement decisions of claim outcome
- Updates and withholding all information on insurer accounts.
- Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
- Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
- Performed administrative duties by verifying documentation, researching facts and contacting other parties involved to determine fault percentages and minimize potential losses.
Payments Team
Collection House (Cash Converters)
09.2018 - 01.2019
- Inbound & outbound calls - customers with outstanding debt
- Taking payments over the phone using ezidebit
- Making payment arrangements, changes and cancellations
- Admin work - Keeping records of receipts, sending emails and letters
- Access to all accounts - working daily accounts.
Collections Officer
Dun and Bradstreet - Call centre
03.2017 - 09.2018
- Support the licensing administration system with a particular emphasis on collection of revenue
- Ensuring accounts, invoices, notices and statements are generated, issued and/or administered on time and consistent with legislative and audit requirements
- Directly liaising/corresponding with a range of clients/stakeholders on Departmental policy, payments and financial reporting requirements
- Minimising customer response times by issuing reminder notices and customer statements and monitoring collection of debts in a timely manner
- Negotiating with clients on arrangements regarding payments and making recommendations to management to ensure commercial collections guidelines in relation to instalment agreements and the processing of monies received are adhered to
- Contribute to the achievement of team and organisational objectives.
Sales Agent
TSA Telco Group
11.2015 - 03.2017
- Contact existing Telstra customers to inform of products and services available
- Using scripts at the closing of sale (terms and conditions)
- Establishing policies by entering customer information; confirming pricing
- Informing customers of relevant, accurate information and explaining procedures
- Selling additional services by recognizing opportunities to up-sell products
- Meeting sales targets and related results as needed
- Taking and processing orders in an accurate manner
- Enter and update customer information in the database
- Keeping records of calls and sales and noting useful information.
Skills
- Consultative Sales
- Information Security
- Paperwork Processing
- Scheduling
- Data Collection
- Data Entry
- Account Updating
- Complaint Resolution
- Problem Resolution
- Order Processing
- Dispute Resolution
- Product and Service Solutions
- Project Management Abilities
References
To be advised upon request
Timeline
Customer Service Representative
Super Retail Group
01.2020 - 02.2023
Claims consultant
Allianz - Home Insurance
03.2019 - 11.2019
Payments Team
Collection House (Cash Converters)
09.2018 - 01.2019
Collections Officer
Dun and Bradstreet - Call centre
03.2017 - 09.2018
Sales Agent
TSA Telco Group
11.2015 - 03.2017
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