Sia Tuineau
Sydney,NSW
Summary
Dedicated support professional with extensive experience addressing client needs and resolving enquiries in a timely manner.
Effectivley handling tasks in high-volume settings, and troubleshooting issues with great attention to detail by utilising skills in various software tools and systems to streamline support processes.
Overview
11
11
years of professional experience
Work History
Client Support Representative
Kaplan Professional
01.2021 - Current
- Provide technical support, product and industry knowledge to customers via phone, email and zoom meetings
- Outbound contacting clients for subscription renewals and retention
- 1:1 training and coaching new employees from first year in role
- Create and maintain team's knowledge base with email templates
- Create and maintain online support guides for clients using the platform
- Formulating quarterly product and industry relevant newsletters for clients
- Conduct weekly online platform demonstrations via Zoom
- Work with product development, IT and management teams internally to drive resolutions of issues, suggest improvements and test deployments
Refunds Specialist
Cover-More Travel Insurance
01.2019 - 01.2020
- Processing customer refund requests day to day for 10+ Partners
- Ensuring mailboxes are within 2 business days turn around
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
Customer Service Representative – Inbound
Cover-More Travel Insurance
01.2017 - 01.2019
- Answering general enquiries regarding insurance cover
- Answering Policy Issuing, Policy Upgrade enquiries from Travel Agents and Partners
- KPI: 80 Calls, 95% QA and 95% Adherence
- Awards Recognition: Top QA - August 2017, September 2017 consistently achieving over 95% in QA Scores
- Performance Award – October 2017 – for exceeding/improving KPIs
Front of House Manager/ In-Store Trainer
Hogs Breath Café Penrith
01.2014 - 01.2017
- Oversaw employee recruiting, hiring, performance management and discipline
- Assigned work tasks and activities, prepared schedules and managed staffing
- Responsible for ordering supplies necessary for front-of-house operations
- Performed daily opening and closing duties
Education
WWCC -
Working With Children Check
Valid Until June 2026Tier 2 - general advice in general insurance
Kaplan
01.2017
Certificate III - Hospitality
Job link Plus Training
Tamworth01.2010
Skills
- Customer Service
- Salesforce CRM Software
- Quality Assurance and Product Knowledge
- Problem resolution aptitude
- Professional telephone demeanor
- Troubleshooting and resolution
- Calm Under Pressure
References
Available upon request
Timeline
Client Support Representative
Kaplan Professional
01.2021 - Current
Refunds Specialist
Cover-More Travel Insurance
01.2019 - 01.2020
Customer Service Representative – Inbound
Cover-More Travel Insurance
01.2017 - 01.2019
Front of House Manager/ In-Store Trainer
Hogs Breath Café Penrith
01.2014 - 01.2017
WWCC -
Working With Children Check
Tier 2 - general advice in general insurance
Kaplan
Certificate III - Hospitality
Job link Plus Training
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