Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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SILUA TAUFA

BLACKTOWN,NSW

Summary

Dynamic customer service professional with extensive experience at Coles Supermarket, excelling in quality assurance and team collaboration. Proven track record in enhancing customer satisfaction through effective communication and problem-solving skills. Adept at utilizing CRM software to streamline processes and improve service delivery, ensuring a seamless customer experience. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience. Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. 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

21
21
years of professional experience

Work History

Customer Service Representative

CVG KAP SEATING
Whetherwill Park, NSW
12.2022 - 12.2022
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Updated system with order specifics and customer details, preferences, and billing information.
  • Recommended improvements in products, service and billing methods to management to prevent future problems.
  • Prepared and evaluated CRM reports to identify problems and areas for improvement.
  • Promoted available products and services to customers during service, account management and order calls.
  • Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.

Customer Service Representative

Modern Teaching Aids
Brookvale, NSW
06.2014 - 11.2018
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Provided accurate information about products and services to customers.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Used approved scripts to de-escalate angry customers during telephone interactions.

Food Service Supervisor

Sodexo
Manly, NSW
06.2009 - 11.2014
  • Ensured compliance with health and safety regulations in all areas of the kitchen.
  • Scheduled staff shifts, monitored attendance, and managed payroll records.
  • Monitored portion sizes and plate presentation to ensure consistency across all dishes served.
  • Developed menus that met nutritional requirements while staying within budget guidelines.
  • Maintained inventory of supplies, equipment, and food items needed for daily operations.
  • Conducted weekly training sessions with staff members on food safety practices and standards.

Customer Service Supervisor

Coles Supermarket
Warrigah Mall, NSW
08.2005 - 12.2010
  • Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Identified areas of improvement in the customer service process and developed strategies to address them.

Warehouse Lead

Waterlyn PTY LTD
Manly Vale, NSW
10.2005 - 07.2008
  • Monitored incoming shipments for quality assurance purposes and organized storage areas accordingly.
  • Resolved any customer service issues related to orders picked up from the warehouse.
  • Worked closely with purchasing department to ensure timely delivery of goods from vendors.
  • Facilitated communication between managers and staff regarding operational procedures and policies.
  • Provided feedback on improvement opportunities within the warehouse environment.

Warehouse Operator

TREND LABORATORY
FRENCH FOREST, NSW
05.2002 - 10.2005
  • Tracked inventory levels, restocked shelves as needed and reported discrepancies to management team members.
  • Communicated effectively with supervisors regarding work progress and any issues that arose during shifts.
  • Ensured compliance with relevant regulations regarding the handling of hazardous materials.
  • Sourced materials from approved suppliers at cost-effective prices.

Education

High School Diploma -

Liahona High School
Tonga
01-2002

Skills

  • Customer service
  • CRM software
  • Order processing
  • Product knowledge
  • Data entry
  • Customer relationship management
  • Team collaboration
  • Sales support
  • Effective communication
  • Quality assurance
  • Active listening
  • Time management
  • Problem solving
  • Administrative and office support
  • Document and records management

Affiliations

  • I can be a professional customer service representative and a super mum on the other hand as well.

References

References available upon request.

Timeline

Customer Service Representative

CVG KAP SEATING
12.2022 - 12.2022

Customer Service Representative

Modern Teaching Aids
06.2014 - 11.2018

Food Service Supervisor

Sodexo
06.2009 - 11.2014

Warehouse Lead

Waterlyn PTY LTD
10.2005 - 07.2008

Customer Service Supervisor

Coles Supermarket
08.2005 - 12.2010

Warehouse Operator

TREND LABORATORY
05.2002 - 10.2005

High School Diploma -

Liahona High School
SILUA TAUFA