Rula Autu

Work History

Customer Service Representative

Life Prudential Assurance

01.1998 - 12.2022

Provided primary customer support to internal and external customers.
Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Utilized customer service software to manage interactions and track customer satisfaction.
Developed and updated databases to handle customer data.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Investigated and resolved accounting, service and delivery concerns.
Managed timely and effective replacement of damaged or missing products.
Promptly responded to inquiries and requests from prospective customers.
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Updated account information to maintain customer records.
Answered constant flow of customer calls with minimal wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Delivered prompt service to prioritize customer needs.
Educated customers about billing, payment processing and support policies and procedures.
Followed up with customers about resolved issues to maintain high standards of customer service.
Reached out to customers after completed sales to suggest additional service or product purchases.
Handled customer inquiries and suggestions courteously and professionally.
Answered customer telephone calls promptly to avoid on-hold wait times.
Cross-trained and backed up other customer service managers.
Tracked customer service cases and updated service software with customer information.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Offered advice and assistance to customers, paying attention to special needs or wants.
Investigated and resolved customer inquiries and complaints quickly.
Implemented and developed customer service training processes.
Met customer call guidelines for service levels, handle time and productivity.

Front Desk Receptionist

Salvation Army Employment Plus

04.2014 - 10.2014

Completed data entry and filing to keep records updated for easy retrieval.
Handled assignments independently with good judgement and critical thinking skills.
Answered multi-line phone system and transferred callers to appropriate department or staff member.
Entered and updated sensitive customer information during check-ins and room changes.
Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Confirmed appointments, communicated with clients, and updated client records.
Resolved customer problems and complaints.
Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
Operated multi-line telephone system to answer and direct high volume of calls.
Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Routed incoming mail and messages to relevant personnel without delay.
Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Sorted, received, and distributed mail correspondence between departments and personnel.
Organized, maintained and updated information in computer databases.
Sorted and delivered mail and packages upon arrival to correct staff members and departments.
Monitored and screened visitors to verify accessibility to inter-office personnel.
Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Resolved customer issues quickly and notified supervisor immediately when problems escalated.
Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.

Data Entry Operator

Australian Taxation Office

05.2012 - 06.2014

Entered data into various computer systems accurately using Microsoft Office Suite.
Entered numerical data into databases with speed and accuracy using 10-key pad.
Resolved discrepancies in data entry activities for accurate, complete jobs.
Corrected data entry errors to prevent duplication or data degradation.
Organized, sorted, and checked input data against original documents.
Followed established procedures to enter and process data correctly.
Developed and maintained databases to store customer information.
Maintained files, records and chronologies of entry activities.
Collated and organized data entry documents into filing systems for easy access.
Completed data entry tasks with accuracy and efficiency.
Produced monthly reports with advanced Excel spreadsheet functions.
Evaluated source documents to locate needed information.
Secured and protected data from unauthorized access by complying with security protocols.
Verified data files prior to entry to maintain high data accuracy.
Sent completed entries for evaluation and final approval.
Developed data entry policies and procedures in compliance with company standards.
Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Sorted documents and maintained organized filing process.
Scanned documents and saved in database to keep records of essential organizational information.

Shop Assistant

Supabarn Supermarket

11.2006 - 07.2012

Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Swept and mopped floor, wiped windows and fixtures after closing to support cleanliness and maintain organized store.
Provided exceptional services and pleasant shopping experiences to retail customers.
Organized shelves to remove slow moving items and add new merchandise.
Helped managers with daily checklists and last-minute requirements.
Listened to customer needs and desires to identify and recommend optimal products.
Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Maintained up-to-date knowledge of store sales, payment policies and security standards.
Greeted customers entering store and offered assistance with requirements.
Answered customer questions about products and services, helped locate merchandise, and promoted key items.
Remained calm and composed in tense situations involving angry or upset customers.
Collected payment by cash, debit or credit card and used Point of Sale system to process transaction.
Monitored customers for signs of security concerns and escalated issues to management.
Managed efficient cash register operations.
Checked incoming orders and organized new stock.
Recommended complementary purchases to customers, increasing revenue.
Engaged in friendly conversation with customer to better uncover individual needs.
Used in-store system to locate inventory and place special orders for customers.
Conducted demonstrations to highlight features and benefits of products.
Assisted customers in finding items and explained benefits and services to increase sales and satisfaction.
Briefed customers regarding shop promotions and discounts by providing coupons and flyers to encourage purchases.
Prioritized helping customers over completing other routine tasks in store.
Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Reviewed prices and performed audits to detect and correct price discrepancies.
Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
Worked to meet or exceed special targets for credit card applications, special donations and specific product promotions.
Created inviting environment for customers by maintaining store organization and cleanliness.
Built customer loyalty and retention by delivering excellent shopping experiences.
Stocked merchandise, clearly labeling items, and arranging according to size or color.
Completed daily tasks accurately and on-time to support shop needs.

Factory Worker

Plastic Recycling Network

01.2004 - 07.2006

Investigated processing errors and malfunctions, resolving issues with minor machine repairs.
Reviewed production schedules and streamlined processes.
Adjusted machines to increase productivity for runs.
Supported production needs by performing routine tasks using standard procedures and equipment.
Organized and prepared workstations and materials needed for operations to maximize productivity.
Met production targets and tight deadlines by collaborating closely with team members.
Coached fellow workers to operate machines properly and comply with safety procedures.
Participated in training sessions to enhance skills and knowledge.
Maintained organized work area by cleaning and removing hazards.
Loaded and unloaded parts on production line to establish smooth operations.
Oversaw logistics and inventory management for storeroom.
Inspected products and machines to maintain quality and efficiency.
Carefully packaged finished products and prepared for shipment.
Inspected and adjusted work performed to meet expectations.
Assembled products according to changing daily work orders and specific customer needs.
Unloaded and loaded items from conveyors, machines, and conveyances.
Inspected finished products for quality and adherence to customer specifications.
Monitored machinery to identify concerns, make corrections, or report complex problems.
Inspected materials before assembly to verify compliance of quality control standards.
Examined incoming materials and compared to documentation for accuracy and quality.
Maintained machinery to prevent overloads and avoid malfunctions.
Performed quality checks on finished products to identify and address discrepancies.
Performed general equipment maintenance and repair to minimize downtime.
Used equipment properly to avoid workplace hazards or injuries.

Client Support Worker

Locat Publishing Ltd

03.2003 - 10.2004

Collaborated with other professionals to plan and coordinate care for clients.
Developed and maintained strong relationships with community resources for successful referrals.
Verified basic needs are being met, providing navigation assistance for various benefits and available services.
Educated clients and families on mental health, wellness and recovery topics.
Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Assisted clients in identifying community resources and connecting with appropriate services.
Provided information and referrals to community partners and other treatment providers.
Assisted clients in developing and setting realistic goals to promote positive change.
Responded to all client inquiries and asked appropriate questions to facilitate resolution.
Provided suggestions for process, application or documentation improvement.
Kept stakeholders up to date on details and information regarding clients.
Provided crisis counseling and intervention services to clients in emergency situations.
Documented client progress and activities in accordance with agency policies and procedures.
Conducted home visits to assess clients' home environment and provide support.
Interacted with team members across departments to research and resolve customer issues.

Summary

Overview

Work History

Customer Service Representative

Front Desk Receptionist

Data Entry Operator

Shop Assistant

Factory Worker

Client Support Worker

Education

Certificate III - Security Operations

Certificate II - Warehousing Operations And Maintenance Technology

Certificate II - Skills For Work And Vocational Pathways

Certificate II - Community Health Services

National Certificate Business In Administration - Business Administration

Certificate III - Foundation Studies

Year 12 & Year 13 - Certificate in Year 13

Certificate III - Retailing

Skills

Work Availability

Timeline

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