Taukete Veitayaki

• Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure
• Increased client retention through personalised attention and proactive problem-solving
• Conduct policy reviews for customer retention

Selected Contributions/Achievements:

• Assisted with new hire training on Guidewire systems

• Receive inbound calls and attend to different queries from customers
• Make outbound calls when required
• Respond to secure chat on the Virgin Money app
• Respond to email inquiries from customers
• Juggle between queues; General Inquiry, Credit Card, App Reset & Disputes
• Always maintaining a high standard of quality over the phone

• Pre-litigation file reviews and assessment for loss of use claims for Compass clients
• Calling clients to obtain verbal authority & instructions for litigation
• Call/email clients to educate them of the credit hire process & litigation process
• Send & chase retainers to and from clients
• Gather necessary documentations for litigation such as tax repair invoice, total loss settlement, client vehicle registration, driver's license, etc
• Settlement negotiations with third party insurances
• Make decisions on file work & provide recommendations for the litigation team for necessary actions
• Drafting & issuing statement of claims for NSW, ACT & SA
• Litigation work for NSW, ACT & SA
• Litigation support work for Solicitors in the jurisdictions of NSW, ACT & SA for loss of claims matters

• File reviews for claims from task list daily
• Daily contact with clients, third parties and Insurance companies via phone/email
• Outbound/Inbound calls from clients & third parties for general queries
• Negotiation of claims over the phone or email for vehicle hire from Third party insurance companies
• Manage contacts with Repairers to resolve delays of repair issues and confirm in and out dates of repair to match invoice hire
• Can make judgements on file for write offs based on disputes
• File litigation review
• Educating clients on the process of legal escalation & getting their approval for litigation
• Aid Primus Law, the company's in-house panel solicitors with matters of litigation

• Daily, liaised with 9 pacific island countries (Tonga, Western Samoa, American Samoa, Kiribati, Vanuatu, Guam, Solomon Islands, Cook Islands & Timor) via email for all Trade-related works; payment preparations, trade loans, guarantees, letters of credit, collections, trade rollovers, document examinations, etc.
• Submit daily Trade reports to all satellite/pacific countries including PNG & Fiji.
• Monitor the Trade Operations Spoke department queue & ensure it is clear by end of day.
• Conduct all follow ups with investigations on all workability issues with satellite countries & ensuring all
• tasks that come through the department generic email is actioned by end of day.
• Screening of payments for sanctions/trade support.

Client: Telstra

• Calling debtors to recover funds & answering incoming enquiries/payment calls.
• Action of incoming correspondence & updating files.
• Following up of settlements & recommending appropriate legal action when required.
• Adhering to RCL Services collection process procedures & meeting client’s service level agreements.

Selected Contributions:

• Problem solver: able to resolve disputes & assist with debt repayments.
• Excellent negotiation skills - received the top gun award for highest collections for Dec 2016.
• I-CARE award nominee for upholding the values of the company, June/2016.

Client: Swiss International Airlines (Switzerland)

• Highly skilled in Amadeus airline reservations system, for bookings/reservations/re-bookings/flight cancellations, etc.
• Received inbound calls for general customer service enquiries from all passengers travelling to all Swiss markets (Europe, Africa/Middle East/North America)
• Take payment/Credit Card details over the phone for ticketing and other charged add-on inflight services,access luggage, etc.
• Responded to email from passengers with general customer service, feedback & airline product enquiries.

Client: Home Direct Ltd (New Zealand)

Credit Control – Accounts Manager/Credit Rehabilitation

• Negotiation of payment arrangements that is convenient for customers in arrears.
• Assisted customers with budget advisory services.
• Coordinating with field agents for signing of payment forms and reaching customers who are not reachable by phone daily/avoiding office.
• Resolved customer disputes with the banks.

Product and Delivery Support Team (P & D)

• Conducted troubleshooting over the phone with customers for faulty devices.
• Called Suppliers for further trouble shooting or to make returns arrangements.
• Followed up with the couriers for late deliveries & claims for orders missing/damaged in transit.
• Maintained an open communication with the warehouse for dispatch of orders, delivery and assessment.

Selected Contributions/Achievements

• Selected to attend a two weeks training in Auckland, New Zealand for upskilling purposes.
• Competitive, confident, and able to assist customers with product knowledge over the phone with inbound/outbound calls.
• Excellent negotiation skills & exceptional phone etiquette.

Client: Optus & SEEK

• Outbound calls to existing Optus customers for sales of new products, services, and promotions.
• Received inbound calls for phone re-contracting & phone upgrade.
• Maintained the highest standards of genuine and quality service over the phone to customers.
• Understanding and adhering to the ACCC (Australian Competition and Consumer Commission) guidelines.
• Verifying online advertisements on Seek and reporting fraudulent or suspicious online advertisements.

• Highly skilled in all types of espresso drinks & hot/cold beverages.
• Maintained the highest standards of quality service to all customers & guests all times.
• Made suggestions/recommendations to shop owner regarding various items on the menu from customer
• feedback.

Selected Contributions:

• Travelled extensively to maintain stability in the business operations in different locations of the coffee shops around the country.
• Appointed to be the Administration manager & assisted to control and oversee the daily operations of the business.

• Assisted in teacher evaluation process.
• Preparation of teacher’s wages.
• Organised PTA meetings.
• Wrote & published monthly news bulletin for the school.

Selected Contributions:

• Mastered all administration works for a private Christian school.
• With the absence of the School Administrator/Manager, I was able to control & oversee the daily operations of the school.