Seini (Jane) Taufa
Tarneit,VIC
Summary
Further to my experience in customer service. I am a Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
23
23
years of professional experience
Work History
Service Coordinator
Intact Group Consulting
Melbourne, VIC
01.2018 - 02.2024
- Assessing the service needs of clients, and linking them to the appropriate resources and providers.
- Ability to plan, manage, and dispatch work to suit the technician's skill set.
- Respond to any issues that occur during the delivery of services.
- Schedule appointments for clients, answer phones, and track clients' service records.
- Monitor the services provided, and stay up to date on any services introduced or discontinued.
- Evaluate the quality of all services, and identify areas that need improvement.
- Taking inbound calls for service technicians, customers, and managing internal inquiries.
- Ability to plan, manage, and dispatch work to suit the technician's skill set.
- Daily updating information for service managers and other dispatchers to be alert for any urgent breakdowns.
- Utilizing tools such as Wennsoft Scheduler, GP, Service Agent Maps, and My Geo Tab to distribute service calls efficiently.
- Monitoring and tracking the completion and closure of breakdown work and the resolution of outstanding issues with the assistance of technicians and managers.
- Working within a team environment to achieve targets.
- Being able to work unaccompanied, and taking ownership of state service calls.
- Take responsibility for the safety of your own work area in accordance with Health and Safety guidelines.
Customer Service Representative
CMA CGM ANL Agencies
Melbourne, VIC
07.2017 - 01.2018
- Be the first point of contact for customers calling in to make a booking.
- Liaise and coordinate with various internal departments, such as Commercial, Sales, Cargo Administration, and others, as necessary to ensure a prompt and efficient service is provided and to rectify any problems referred by clients.
- Follow up with shippers as needed regarding unreceived cargo, and report back as necessary.
- Assist in the compilation and maintenance of client profiles.
- Co-ordinate, distribute, and action sales leads, memoranda, proposals, and client correspondence.
- Conduct telemarketing campaigns as directed by the National Customer Service Manager.
- Assisted customers with inquiries and provided timely solutions.
- Handled complaints and resolved issues to ensure customer satisfaction.
Customer Advisor
Watercare Services Limited
Auckland, NZ
05.2014 - 07.2017
- To provide timely and appropriate responses to all customer inquiries, and deliver customer-driven resolutions with outstanding communication skills and process awareness.
- To be the first point of contact for faults and emergency calls, responding to incidents, coordinating with relevant teams, and ensuring timely resolution.
- Communicated effectively with customers both verbally and in writing regarding matters related to their water and wastewater supply.
- Educated customers on service changes and updates through various communication channels.
- Greeted customers and provided excellent customer service.
- Providing outstanding communications and expert advice to all customers.
- Resolved customer complaints and escalated issues as necessary.
- Continuously seek to improve efficiency, service delivery, customer satisfaction, and cost effectiveness.
- Collaborated with team members to improve service delivery processes and efficiency.
- Facilitated training sessions for new staff on customer service best practices.
AMI PNS Scheduler/Dispatch Officer
Skilltech USG
Ardeer, VIC
11.2010 - 05.2014
- Effectively allocate work to field personnel in the most productive manner daily.
- Field Support - Respond to field crew calls in relation to any field issues, IT issues, job allocation, job processes, and reporting.
- Performance manages field activities to ensure productivity levels are on target.
- Closely monitor the quality of installers' reporting of all job types.
- Provide daily, weekly, and monthly scheduling activity reports to project management staff.
- Must possess excellent time-management skills.
- Respond to and answer customer calls in relation to appointments and defects when required.
- Plan and schedule the field metering workflow.
- Download, analyze, schedule, and upload fieldwork between automated and non-automated workflow systems, and other CitiPower/Powercor systems, such as SAP.
- Help via telephone to metering installers once all work has been deployed.
- Produce customer data files for the mail house to send out, and manage any associated issues.
- Providing administration support to ensure the schedule of works meets KPI's requirements.
- Provide timely and accurate reporting, as required, on the progress of completion of works and work practices, to both Citipower/Powercor and its customers.
- Develop and maintain good customer relations by always providing professional customer service.
- Be innovative toward, and actively participate in, improving back-office support and team productivity.
- Perform other duties as directed by company management, from time to time.
Helpdesk Team Leader
COLES/City Facilities Maintenance
Mulgrave, VIC
06.2007 - 11.2010
- Resolve, manage, and escalate problems logged with the Helpdesk in accordance with policies and procedures.
- Dealing effectively with a wide range of internal contacts, external vendors, contractors, and customers.
- Capture relevant data in compliance with Call Quality Monitoring guidelines.
- Complete all relevant administration duties in the designated timeframe.
- Prepare and report call center statistics and performance to all managers as requested.
- Answering inbound calls and making outbound calls in an efficient, professional manner, and within designated timeframes.
- Trained new staff on customer service protocols and system usage.
- Developed training materials for ongoing staff education sessions.
- Facilitated communication between departments for issue resolution.
- Recruited, trained, managed, evaluated, coached, mentored and motivated Help Desk staff members.
Helpdesk Operator
COLES/City Facilities Maintenance
Mulgrave, VIC
03.2006 - 05.2007
- Answering incoming calls, greeting the callers, providing the required information, transferring incoming calls, or taking messages is essential.
- Operating communication systems like telephone, intercom, switchboard, and two-way radio.
- Relaying emergency calls appropriately, paging individuals to inform them about the telephone calls, and using paging and interoffice communication equipment.
- Performing clerical duties, such as proofreading, typing, accepting orders, sorting mail, and scheduling appointments.
- Assisted users with technical issues and troubleshooting via phone and email.
- Stamping messages with the date and time, and filing them appropriately.
Mail Sorter/Customer Service
ANZ National Bank Ltd
Auckland, NZ
10.2000 - 02.2006
- Sorting incoming and outgoing mail in a designated time frame.
- Delivering mail to internal departments.
- Booking urgent and non-urgent couriers.
- Providing daily reports to the line manager.
- Electronic faxing.
Education
Business Administration Level 1,2 and 3 -
Tricia's Academy of Learning
Auckland, NZ01.2002
Year 11 School C -
Marcellin College
Auckland, NZ01.2000
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Internet Explorer
- Outlook Express
- Microsoft Teams
- Microsoft Edge
- Microsoft 365
References
- Kala 'Aho, National Operations Manager, Intact Group Consulting, 0401 539 145
- Lorraine Mafi, Trainee Officer, CMA CGM ANL Agencies, 0448 955 708
- Andrea Martin, Customer Services Trainer, Watercare Services Limited, DDI: 09 539-8505 - 0211491296
Timeline
Service Coordinator
Intact Group Consulting
01.2018 - 02.2024
Customer Service Representative
CMA CGM ANL Agencies
07.2017 - 01.2018
Customer Advisor
Watercare Services Limited
05.2014 - 07.2017
AMI PNS Scheduler/Dispatch Officer
Skilltech USG
11.2010 - 05.2014
Helpdesk Team Leader
COLES/City Facilities Maintenance
06.2007 - 11.2010
Helpdesk Operator
COLES/City Facilities Maintenance
03.2006 - 05.2007
Mail Sorter/Customer Service
ANZ National Bank Ltd
10.2000 - 02.2006
Business Administration Level 1,2 and 3 -
Tricia's Academy of Learning
Year 11 School C -
Marcellin College
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