Summary
Overview
Work History
Education
Skills
Accomplishments
Volleyball
Additional Information
Languages
Timeline
Generic

Tevita Baleilagi

Suva,Central

Summary

Proven track record in enhancing customer service and satisfaction at P&O Cruises, leveraging strengths in complaint resolution and CRM software to boost client retention and support efficiency. Skilled in developing rapport and employing problem-solving abilities, I have significantly contributed to team success and operational improvements. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Conscientious [Job Title] with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. 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. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

11
11
years of professional experience

Work History

Customer-service-officer

P&O Cruises
Australia
09.2022 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Communicated with clients regarding account services, statements, and balances.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Promoted company brand and unique offerings through personalized customer service.
  • Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Cross-trained and backed up other customer service managers.
  • Cross-trained and provided backup support for organizational leadership.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Investigated and resolved accounting, service and delivery concerns.
  • Sought ways to improve processes and services provided.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Trained staff on operating procedures and company services.
  • Managed timely and effective replacement of damaged or missing products.
  • Created and maintained detailed database to develop promotional sales.
  • Implemented and developed customer service training processes.
  • Developed and updated databases to handle customer data.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained up-to-date knowledge of product and service changes.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Trained new personnel regarding company operations, policies and services.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services, and company information.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with minimal wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Trained in conversational [Language] to enhance service of [Type] customers.
  • Spearheaded cross-functional initiatives to improve overall customer experience across multiple touchpoints within the organization.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Utilized CRM systems proficiently for tracking customer interactions and recording relevant information accurately for future reference.
  • Established and accurately prepared customers accounts to complete new purchases.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
  • Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
  • Counted cash drawers and deposits, checked supplies and completed any other required opening or closing task to facilitate smooth team operations.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.

Night Auditor

IHG Grand Pacific Hotel Fiji
FIJI SUVA
04.2019 - 08.2022
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
  • Maintained accurate financial records by diligently balancing daily revenue reports and identifying discrepancies.
  • Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
  • Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Streamlined the check-in and check-out process for guests, ensuring a smooth experience during overnight hours.
  • Utilized strong problem-solving skills while handling any logistical challenges that arose throughout the course of nightly duties.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.
  • Generated and printed daily financial reports to track hotel performance.
  • Handled all duties and tasks for night manager and concierge during busy periods to maintain front desk efficiency.
  • Looked over pending check-ins and payment processes to complete closing procedures.
  • Responded to guest needs quickly and efficiently, noting changes in reservations or special needs for day crew.
  • Followed company security and check-in policies and procedures and reported suspicious activity to supervisor.
  • Updated customer accounts with add-on room charges, minibar use, and room service bills.
  • Coordinated with housekeeping staff to address any overnight room maintenance requests or special accommodations needed.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Collaborated with the front desk team to ensure seamless transitions between shifts and consistent communication regarding guest needs.
  • Enhanced guest satisfaction by efficiently managing night audit tasks and resolving issues promptly.
  • Upheld hotel security by vigilantly monitoring CCTV footage and conducting periodic property walkthroughs.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Assisted management in forecasting room occupancy rates, optimizing room allocation and maximizing revenue.
  • Called guests requiring wake-up calls within two minutes of scheduled call, constantly maintaining positive, and welcoming.
  • Supported sales efforts by proactively upselling available services to guests during their stay, increasing overall revenue growth.
  • Contributed to staff training initiatives by sharing best practices for night audit procedures and guest relations skills.
  • Fostered a collaborative work environment amongst all hotel departments through clear communication channels established during shift changes.
  • Ensured compliance with company policies and local regulations through meticulous record-keeping of nightly transactions.
  • Managed inventory levels of supplies required for efficient front desk operations during overnight hours.
  • Investigated auditing discrepancies by reconciling cash drop and credit card transactions.
  • Enforced policies and procedures to increase efficiency.
  • Liaised with housekeeping staff to verify service and maintenance of hotel standards.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Participated in continuous learning opportunities provided by the hotel to enhance professional development and stay current on industry trends.
  • Established rapport with regular clientele by providing personalized service tailored to individual preferences.
  • Introduced customers to resort amenities with pleasant and helpful demeanor.
  • Promoted hotel brand's loyalty program via social media, email and direct mail.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Trained new staff members in customer service techniques and hotel operations.
  • Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Prepared reports on guest satisfaction levels and other metrics.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Monitored hotel's budget and financial records.
  • Developed and maintained positive relationships with guests for satisfaction.
  • Coordinated with vendors for repair and maintenance of hotel.
  • Implemented marketing and promotional initiatives to increase occupancy.
  • Stored guest valuables in safe and individual boxes for security.
  • Monitored staff performance and provided feedback and guidance.

Front Desk Guest Service Agent

IHG Grand Pacific Hotel Fiji Suva
Fiji Suva
06.2014 - 08.2019
  • Collaborated with housekeeping staff to ensure timely room availability and optimal guest experience.
  • Developed strong relationships with repeat customers, leading to increased loyalty and return visits.
  • Enhanced guest satisfaction by promptly addressing inquiries and resolving concerns.
  • Balanced cash drawer accurately at the end of each shift, ensuring accountability for all transactions processed during work hours.
  • Handled sensitive customer information securely, ensuring the protection of personal data while processing payments or updating records.
  • Trained new front desk agents in proper procedures, contributing to a consistently high level of service across the team.
  • Handled guest complaints professionally, calmly working towards a satisfactory resolution while maintaining the hotel''s reputation for exceptional service.
  • Organized transportation arrangements for guests when needed, coordinating with shuttle drivers or reputable taxi services to ensure prompt and reliable travel assistance.
  • Contributed to sales efforts by promoting available upgrades or add-on services when appropriate, increasing revenue through upselling opportunities.
  • Managed phone lines effectively, directing calls to appropriate departments and taking detailed messages when necessary.
  • Streamlined check-in and check-out processes for increased efficiency and reduced wait times.
  • Assisted guests with special requests, such as booking tours or making dinner reservations, to enhance their stay.
  • Participated in regular staff meetings, offering valuable input on improving hotel operations and guest services practices.
  • Coordinated with maintenance staff to address any reported issues in guest rooms or common areas swiftly.
  • Conducted regular inventory checks of front desk supplies, ordering new items as needed to maintain adequate stock levels and ensure seamless daily operations.
  • Utilized property management software proficiently for efficient reservation management and accurate recordkeeping.
  • Proactively anticipated guest needs, providing thoughtful recommendations for local attractions or amenities based on individual preferences.
  • Maintained a clean and welcoming front desk area to create a positive first impression for guests.
  • Facilitated smooth communication between various hotel departments by relaying pertinent information regarding special requests or potential issues.
  • Consistently received positive feedback from guests on service quality, contributing to an overall boost in hotel reputation.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Used internal software to process reservations, check-ins and check-outs.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Collected room deposits, fees, and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Took reservations over phone, in person, and via computer for guests and provided confirmation information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Issued room keys to guests upon check-in and answered questions regarding proper use.
  • Confirmed important personal and payment information for compliance with security and payment card industry standards.
  • Responded swiftly to room requests and other inquiries made via establishment website, email, or phone.
  • Maintained clean and organized front desk areas to uphold polished company image.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Acquired in-depth knowledge of surrounding area to offer guests with information about dining options, entertainment, and shopping activities.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.

Chef

Novotel Fiji Suva
Fiji Suva
04.2013 - 04.2014
  • Oversaw grill, stove, and oven, and cleaned equipment after every shift.
  • Checked freezer and refrigerator prior to each shift to verify correct temperatures.
  • Maintained well-organized mise en place to keep work consistent.
  • Placed orders to restock items before supplies ran out.
  • Handled and stored food to eliminate illness and prevent cross-contamination.
  • Utilized proper cleaning techniques to sanitize counters and utensils used in preparation of raw meat, poultry, fish, and eggs.
  • Optimized food preparation processes, implementing time-saving techniques without compromising quality.
  • Reduced food waste with strategic menu planning and inventory control techniques.
  • Prevented cross-contamination from utensils, surfaces, and pans when cooking and plating meals for food allergy sufferers.
  • Inventoried food, ingredient, and supply stock to prepare and plan vendor orders.
  • Prepared meals from scratch using authentic, popular recipes to generate repeat business.
  • Cultivated a positive work culture among kitchen staff through open communication lines and mutual respect within the team.
  • Successfully met dietary requirements for diverse clientele by providing customized meal options upon request.
  • Upheld stringent food safety regulations, ensuring compliance with all relevant health department guidelines.
  • Responded to dietary concerns and food allergies, creating dishes to meet customer needs and palates.
  • Continually improved kitchen safety by enforcing strict hygiene protocols and staff training on equipment usage.
  • Enhanced customer satisfaction by consistently delivering high-quality culinary creations.
  • Collaborated with staff members to create meals for large banquets.
  • Cooked memorable dishes that brought new customers into establishment.

Education

No Degree - Vocational-Technical Education

Vunimono Vocational Training Center
Fiji
11.2010

Skills

  • Customer Support
  • Complaint Handling
  • Data Entry
  • Customer Focus
  • Documentation And Reporting
  • Call center experience
  • Call Center Operations
  • Inbound Call Management
  • Records Maintenance
  • Database Research
  • Payment Processing
  • Service Recommendations
  • Database Management
  • Database Maintenance
  • Information Protection
  • Call Documentation
  • Employee Development
  • Account Investigation
  • Account Management
  • CRM Software
  • Issue Research
  • Consultative Sales
  • Program Management
  • Order Management
  • Upselling
  • Logistics Coordination
  • Delivery Tracking
  • Technical Support
  • Problem-solving abilities
  • Customer Service
  • Administrative Support
  • Customer Relations
  • Complaint resolution
  • Computer Proficiency
  • Microsoft Excel
  • Active Listening
  • Problem Resolution
  • Follow-up skills
  • Product Knowledge
  • Customer Relationship Management (CRM)
  • Report Preparation
  • Conflict Resolution
  • Client Relations
  • Critical Thinking
  • Building rapport
  • Research
  • Staff Training
  • Team Development
  • Stock management
  • Microsoft Office Suite
  • Product Promotion
  • Call Management
  • Scheduling
  • Coordination
  • Paperwork Processing
  • Product and service solutions
  • Prioritization
  • Microsoft PowerPoint
  • Account updating
  • Project management abilities
  • Customer Education
  • Money handling abilities
  • Escalation management
  • Professional telephone demeanor
  • Order Processing
  • Brand representation
  • Appointment Scheduling
  • Office equipment proficiency
  • Service standard compliance
  • Documentation
  • Conflict Mediation
  • Strategic sales knowledge
  • Recordkeeping strengths
  • Product Education
  • Call triaging
  • Reading Comprehension
  • Order Fulfillment
  • POS systems expert
  • Travel Planning
  • Store maintenance
  • Live chat support
  • Microsoft Outlook
  • De-Escalation Techniques
  • Key stakeholder relationship building
  • Delivery Scheduling
  • Sales expertise
  • Data Collection
  • International sales support
  • Product Sales
  • Filing
  • Quality Control
  • Spreadsheets
  • Sales closing
  • Information Security
  • Warranty Service
  • Minute Taking
  • Training development aptitude
  • Route Management
  • Key holder experience

Accomplishments

  • Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
  • Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Cashier - Achieved highest Number of new credit accounts opened within one-month period.
  • Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
  • Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
  • Customer Relations - Earned highest marks for customer satisfaction, company-wide.
  • Documented and resolved [Issue] which led to [Results].
  • Collaborated with team of [Number] in the development of [Project name].
  • Achieved [Result] by introducing [Software] for [Type] tasks.
  • Resolved product issue through consumer testing.
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Supervised team of [Number] staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved [Result] through effectively helping with [Task].

Volleyball

Loves to enjoy my spare time with my family playing volley, Its fun after a long day.

Additional Information

I am hard working and enthusiastic about learning new skills. I am well organised and always meet deadlines when they have been set. I find it easy working with other people but can also work well independently. I have shown that I am a trustworthy and responsible person and at home. I have got very good communication skills which I feel will be useful when working in new situations. I enjoy travelling and have travelled to many different places within Australia and abroad. I am keen to further develop my experiences and skills within the company.

Languages

English
Native or Bilingual
fijian
Native or Bilingual
French
Limited Working
indian
Professional Working
Chinese (Cantonese)
Elementary
Latin
Elementary

Timeline

Customer-service-officer

P&O Cruises
09.2022 - Current

Night Auditor

IHG Grand Pacific Hotel Fiji
04.2019 - 08.2022

Front Desk Guest Service Agent

IHG Grand Pacific Hotel Fiji Suva
06.2014 - 08.2019

Chef

Novotel Fiji Suva
04.2013 - 04.2014

No Degree - Vocational-Technical Education

Vunimono Vocational Training Center

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Tevita Baleilagi