Shauntelle Tuivanuavou

Service Desk Officer:

• Provided frontline support for HR, finance, procurement, and payroll-related inquiries, ensuring timely and accurate issue resolution.
• Diagnosed and resolved system access, payroll discrepancies, and account management issues within strict SLAs.
• Delivered high-quality customer service while maintaining professionalism during sensitive payroll and HR matters.
• Escalated complex cases to appropriate teams, ensuring seamless issue resolution, and customer satisfaction.
• Documented and tracked inquiries in the ticketing system, enabling accurate reporting and trend analysis.
• Collaborated with cross-functional teams to enhance knowledge bases, and improve processes.
• Answered incoming calls and emails from employees, providing assistance, and troubleshooting service-related issues.
• Worked effectively in team environments to make the workplace more productive
• Identified the needs of employees promptly and efficiently.

Senior Service Desk Officer – Finance

• Specialized in troubleshooting Worksmart Dynamics (Dynamics 365) related queries, and administrating access.
• Mentored junior staff on finance-specific troubleshooting, fostering a culture of knowledge sharing and continuous improvement.
• Partnered with finance departments to address recurring issues, providing insights to streamline workflows.
• Monitored and reported on service desk performance metrics for queries, identifying opportunities for optimization.
• Led process improvements, introducing streamlined protocols to enhance efficiency.
• Ensured accurate and timely processing of accounts payable invoices, including verifying payment terms, and correct receipting procedures.
• Recruited, hired and oriented departmental staff.
• Served as point of contact between finance department personnel and other departments within the organization.
• Coordinated with vendors regarding billing disputes and negotiated payment terms when necessary.

• Shift reports
• Quality assurance
• Safety checks
• Machine handling and basic troubleshooting

• Operate office machines, such as photocopiers and scanners, facsimile machines, voice mail systems, and personal computers
• Answer telephones, direct calls, and take messages
• Maintain and update filing, inventory, mailing, and database systems, either manually or using a computer
• Communicate with customers, employees, and other individuals to answer questions, disseminate or explain information, take orders, and address complaints
• Compile, copy, sort, and file records of office activities, business transactions, and other activities
• Inventory and order materials, supplies, and services
• Troubleshoot problems involving office equipment, such as computer hardware and software
• Review files, records, and other documents to obtain information to respond to requests

• Read orders to ascertain catalog numbers, sizes, colors, and quantities of merchandise
• Obtain merchandise from bins or shelves
• Keep records of out-going orders
• Place merchandise on conveyors leading to wrapping areas
• Requisition additional materials, supplies, and equipment
• Complete order receipts
• Pick to light Cage picking Line picking

• Collect, count, and disburse money, basic bookkeeping, and complete banking transactions.
• Complete and mail bills, contracts, policies, invoices, or checks.
• Complete work schedules, manage calendars, and arrange appointments.
• Train other staff members to perform work activities, such as using computer applications.
• Make travel arrangements for office personnel.
• Maintained filing system for important documents such as contracts and invoices.
• Monitored emails, sorted mail and distributed correspondence accordingly.
• Answered incoming calls and responded to customer inquiries.
• Assisted customers with filing and tracking of insurance claims, ensuring timely resolution.
• Provided detailed explanations of insurance coverage and policy limitations to customers.
• Verified accuracy of customer data entered into the system.
• Checked completed work for errors or duplicate information before submission.
• Inputted data into various software programs accurately and efficiently.