Theresa Ropati
Mt Albert,Auckland
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Operator
The Message Centre
02.2024 - Current
- Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
- Streamlined call handling processes for increased efficiency and reduced wait times.
- Boosted sales with proactive upselling of products and services tailored to individual customer needs.
- Consistently met or exceeded performance metrics, contributing to overall team success.
- Maintained accurate records of customer interactions, ensuring timely follow-up and resolution of issues.
- Implemented feedback from management to continually refine customer service skills and techniques.
HELPDESK OFFICER
Amtek
10.2022 - 11.2023
- Monitored performance of customer networks to ensure optimal functioning
- Maintained an accurate record of customer inquiries for future reference purposes
- Responded promptly to customer inquiries within established service level agreements
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk technicians and representatives.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Managed help desk consisting of Number employees and conducted performance evaluations.
- Provided basic end-user troubleshooting and desktop support.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Provided on-call support for critical issues related to Software.
STORE TEAM MEMBER
Coles
01.2020 - 10.2022
- Performed opening and closing duties including cash handling, restocking shelves, and cleaning the store
- Ensured compliance with all safety protocols while managing the store environment
- Monitored stock levels regularly to ensure sufficient supply of merchandise was available at all times.
- Organized and recovered shelves, put away returns and cleaned spills and messes to maintain high standards throughout sales floor.
- Interacted positively with team members and customers to promote commitment to organization's vision and values.
- Used computer and point of sale system knowledge to process transactions, perform product lookups and verify inventory availability.
- Communicated pleasantly and professionally when answering phones, two-way radio calls and making announcements over PA system.
Casual Retail Assistant
Harvey Norman Oxley
12.2018 - 12.2019
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Greeted customers and helped with product questions, selections, and purchases.
- Used POS system to process sales, returns, online orders, and gift card activations.
- Stocked merchandise, clearly labeling items, and arranging according to size or color.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
CASUAL TEAM MEMBER
Toymate
10.2017 - 12.2018
- Worked different stations to provide optimal coverage and meet production goals.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Trained new team members by relaying information on company procedures and safety requirements.
- Assisted stock clerks in lifting, sorting and moving freight to appropriate stockroom, floor or aisle area.
- Provided informational resources regarding product knowledge, suggestive selling and promotions availability.
Education
Diploma In Tourism Management - Tourism Management
Victoria University
Footscray, Victoria10.2022
Skills
- Professional Telephone Demeanor
- POS Systems Expertise
- Call Center Operations
- Money Handling Abilities
- Technical Support
- Problem-Solving Ability
- Calm and Professional Under Pressure
- Multi-Line Phone Talent
- Ticketing System Knowledge
- Adaptability
- Technical Troubleshooting
- Customer Service
- Active Listening
Certification
- Drivers License - P2
- Responsible Service Of Alcohol
- Working With Children Check
- National Police Check - Last Updated September 2023
References
Sharon Khaira
Ph: 0433 359 884
Email: Sharon.khaira@gmail.com
Ana Ijovski
Ph: 0406 245 338
Email: Ana.Ijovski@gmail.com
Janice Davies
Ph: 1300 728 268
Email: Janice.davies@tmc.net
Timeline
Customer Service Operator
The Message Centre
02.2024 - Current
HELPDESK OFFICER
Amtek
10.2022 - 11.2023
STORE TEAM MEMBER
Coles
01.2020 - 10.2022
Casual Retail Assistant
Harvey Norman Oxley
12.2018 - 12.2019
CASUAL TEAM MEMBER
Toymate
10.2017 - 12.2018
Diploma In Tourism Management - Tourism Management
Victoria University
Similar Profiles
Stephanie BowenStephanie Bowen
Business Process Outsourcing Agent at The Message CentreBusiness Process Outsourcing Agent at The Message Centre
Hala Al SultanHala Al Sultan
Call Center Representative at TMC- The Message CentreCall Center Representative at TMC- The Message Centre
William PhillipsWilliam Phillips
Die Cutter Machine Operator at Sleeve a MessageDie Cutter Machine Operator at Sleeve a Message
Rodrigo AnsagayRodrigo Ansagay
Proprietor and Small Business Owner at Igo's Water Refilling Station and Ronan's Mini GroceryProprietor and Small Business Owner at Igo's Water Refilling Station and Ronan's Mini Grocery
MANASI MMANASI M
Checkout Operator at CountdownCheckout Operator at Countdown