Senouefa Pologa
Melbourne,VIC
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Airport Customer Service Agent
Air New Zealand
Auckland New Zealand
06.2023 - 11.2023
- Assisted passengers with check-in processes, ensuring a smooth and efficient experience.
- Facilitated the boarding process for passengers, maintaining an organized and efficient environment.
- Collaborated with airline staff to address any delays or cancellations, providing prompt updates to affected passengers.
- Continuously updated knowledge of airline policies regarding luggage weight limits, fees, seating assignments-helping customers make informed decisions.
- Coordinated wheelchair services for passengers in need of assistance, ensuring their comfort and safety throughout the airport journey.
- Assisted customers with special needs, offering personalized support throughout their travel experience.
- Enhanced customer satisfaction by providing timely and accurate flight information.
- Handled disruptions such as denied boarding or oversold flights calmly and professionally while finding alternative solutions for affected passengers.
- Resolved customer complaints and concerns professionally, resulting in increased customer loyalty.
- Delivered clear announcements over the PA system, communicating important flight updates to all passengers.
- Efficiently handled baggage claims, reuniting passengers with their belongings quickly and accurately.
- Provided assistance during emergency situations following established protocols to ensure passenger safety.
- Managed lost and found items efficiently, returning valuables to rightful owners whenever possible.
- Contributed to team success by sharing best practices learned through training sessions or past experiences with fellow agents.
- Maintained a clean work environment by keeping the counter area tidy and well-organized at all times.
- Supported colleagues during peak hours by taking on additional tasks when needed.
- Received positive feedback from management for consistently meeting and exceeding performance goals in terms of customer satisfaction and efficiency.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Produced and shared customer service reports to support management decision-making.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Established and cultivated relationships with travel partners, providing clients with smooth ticketing processes.
Teacher Aide
Henderson Intermediate School
Auckland New Zealand
05.2022 - 05.2023
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Supported student physical, mental, and social development using classroom games and activities.
- Incorporated multiple types of teaching strategies into classroom.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
Assistant Branch Manager
Postie Plus Group
Auckland New Zealand
03.2018 - 08.2021
- Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
- Trained and developed new team members in alignment with branch service standards and objectives.
- Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
- Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to bank policies and regulations.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
- Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.
- Assisted in creating a welcoming branch atmosphere by maintaining cleanliness, organization, and visually appealing displays of promotional materials.
- Built rapport with account holders by reaching out with product recommendations and account updates.
- Assisted in achieving branch sales goals by identifying potential cross-selling opportunities and promoting bank products and services.
- Supervised team of Number branch employees and made recommendations regarding performance evaluations.
- Coordinated staff schedules, maintaining optimal staffing levels during peak business hours for improved customer experience.
- Implemented process improvements to increase productivity.
- Implemented targeted marketing strategies that attracted new customers while retaining existing ones leading to an overall increase in branch footfall.
- Developed sales strategy to meet established sales objectives.
Education
Level 1 -
Waitākere College
Auckland New Zealand Skills
- Passenger Assistance
- Strong multitasking
- Time management expertise
- Flexible Work Schedule
- Effective problem solving
- Disability assistance experience
- Travel documentation verification
- Airport security awareness
- Airline Policies Knowledge
- Baggage handling understanding
- Fluent in Multiple Languages
- Superior customer service
- Emergency response readiness
- Boarding process efficiency
- Excellent interpersonal skills
- Gate assignment coordination
- Check-in procedures mastery
- Flight scheduling familiarity
- Cross-cultural sensitivity
- Lost luggage handling
- Customer Service
- Active Listening
- Creative Thinking
- Team Collaboration
Timeline
Airport Customer Service Agent
Air New Zealand
06.2023 - 11.2023
Teacher Aide
Henderson Intermediate School
05.2022 - 05.2023
Assistant Branch Manager
Postie Plus Group
03.2018 - 08.2021
Level 1 -
Waitākere College