Summary
Overview
Work History
Education
Skills
Why hire me?
Timeline
Generic

Tia Faanati

Glenmore Park,NSW

Summary

Detail-oriented professional offering several years of customer service experience. Dedicated to thoroughly and accurately resolving customer concerns, with forward-thinking and knowledgeable solutions. Skilled in compliance and mentoring new employees on processes and policies in support of team and business objectives .

Overview

9
9
years of professional experience

Work History

Customer Service Officer

Revenue NSW
Parramatta, NSW
12.2024 - Current
  • Developed strong relationships with customers by providing personalised assistance and support.
  • Answered customer enquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer enquiries via phone, email, and chat.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Conducted regular follow-up calls with customers after resolving their issues.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Provided accurate information about products and services to customers.
  • Implemented innovative methods for streamlining the customer service process.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Conferred with customers by telephone or in person to provide information about products or services and take orders.
  • Monitored employee adherence to company policies, laws, and regulations.
  • Maintained detailed records regarding all activities associated with compliance initiatives.
  • Reviewed contracts, agreements, documents, and other materials for legal accuracy and completeness.
  • Reported any identified discrepancies or irregularities to senior management.
  • Provided support in responding to enquiries from government agencies.
  • Conducted risk assessments to identify areas of noncompliance or vulnerability.
  • Investigated potential violations of applicable rules and regulations.
  • Drafted reports summarising findings from audit reviews and investigations.
  • Developed and implemented compliance policies and procedures.
  • Provided guidance on legal requirements related to the organisation's operations.
  • Collaborated with other departments to develop comprehensive compliance programs.
  • Provided administrative support to department staff including typing letters and reports; preparing mailings; photocopying; collating; faxing; scanning documents.
  • Prepared and distributed agendas, minutes, presentations and other related materials for meetings.
  • Answered incoming calls promptly and professionally; provided callers with accurate information or directed them to appropriate departments and personnel when necessary.
  • Compiled daily activity logs and updated records with pertinent information on a regular basis.
  • Monitored email accounts regularly and responded appropriately within established timeframes.

Customer Support Specialist

Service NSW
Lithgow, NSW
01.2021 - Current
  • Participated in team meetings to discuss strategies for improving customer experience.
  • Researched customer inquiries using available resources such as FAQs and online forums.
  • Investigated customer complaints regarding product quality or service rendered.
  • Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
  • Coordinated with third-party vendors when necessary for resolving escalated customer issues.
  • Provided technical support to customers by responding to enquiries and resolving issues in a timely manner.
  • Prepared daily activity reports summarizing activities related to customer support requests.
  • Maintained up-to-date knowledge of company products, services, policies, and procedures.
  • Performed regular follow-up calls to check on customer satisfaction levels.
  • Assisted customers with product installation, troubleshooting, and usage questions.
  • Ensured customer satisfaction through effective communication skills and problem resolution techniques.
  • Collaborated closely with other departments to resolve complex customer issues quickly and efficiently.
  • Mediated between parties involved in disputes over restitution payments.
  • Assisted victims in accessing community resources, such as shelters, legal services, and mental health counseling.
  • Maintained detailed records of client interactions and service delivery outcomes.
  • Collaborated with law enforcement officers on cases involving victims of crime.
  • Assisted victims in filing restraining orders or other legal documents.
  • Coordinated transportation for clients to court hearings or other appointments.
  • Advocated for increased access to victim compensation funds from government sources.
  • Provided referrals to appropriate social service agencies when needed.
  • Provided crisis intervention and emotional support to victims of crime.
  • Developed individualized service plans with clients to ensure their needs were met.
  • Presented individuals with alternative living environments.
  • Investigated suspected incidents of fraud, employee theft and embezzlement and reported findings to law enforcement.
  • Checked credentials and issued passes before allowing access to property.
  • Defused hostile situations involving threats to concerned individuals, self, or others.
  • Screened guests entering premises to prohibit unauthorized access.
  • Managed investigations through observations and communication with individuals, family members and other relevant persons.

Customer Care Representative

Lite n Easy
Blacktown, NSW
06.2019 - 01.2021
  • Collaborated with other departments to ensure prompt resolution of customer issues.
  • Performed data entry tasks related to tracking orders, updating records.
  • Reviewed customer accounts regularly for accuracy, completeness, and timeliness of information.
  • Resolved customer complaints quickly and efficiently.
  • Developed strong relationships with customers through proactive follow-up calls and emails.
  • Educated customers on the features of new products or services being offered.
  • Responded promptly to incoming phone calls from customers seeking assistance.
  • Provided excellent customer service by responding to enquiries promptly and accurately.
  • Implemented best practices for providing exceptional customer service experiences.
  • Maintained accurate records of customer interactions and transactions.
  • Created detailed reports on customer interactions for management review.
  • Ensured compliance with applicable laws, regulations, and guidelines.
  • Worked collaboratively with colleagues to resolve complex customer issues effectively.
  • Provided technical support for customers who experienced difficulty using the company's website or mobile applications.
  • Identified opportunities to upsell additional products or services when appropriate.
  • Recognized patterns in recurring customer problems and worked proactively to address them.
  • Assisted customers with product selection based on individual needs or preferences.
  • Processed orders in accordance with established procedures and policies.
  • Assisted customers in navigating through automated systems during outbound calls.
  • Conducted outbound calls to confirm upcoming appointments or remind patients of scheduled visits.
  • Made outbound calls to providers to obtain information necessary to create or update authorisation.
  • Conducted outbound calls to existing customers for follow-up surveys or promotional offers.
  • Generated leads through outbound calls, emails, trade shows, and other sources of contact information.
  • Initiated outbound calls to follow up on unresolved cases.
  • Developed scripts for use during outbound calls to ensure consistent messaging across all channels.

Homeless Prevention Case Manager

Wesley Mission
Sydney, 2000
01.2016 - 11.2017
  • Assessed clients' eligibility for public assistance benefits or other programs.
  • Maintained accurate records of client interactions in case management software.
  • Provided referrals for medical and mental health treatment when needed.
  • Participated in interdisciplinary team meetings with service providers to ensure continuity of care for clients.
  • Created presentations about available resources for potential referral sources.
  • Provided crisis intervention and supportive counseling for clients experiencing homelessness.
  • Facilitated access to community resources such as housing, employment, healthcare, education, and social services.
  • Developed comprehensive case plans to identify and address client needs.
  • Engaged volunteers from local organisations to assist with program operations.
  • Collaborated with local agencies to coordinate services for clients.
  • Established and maintained relationships to meet community needs and avoid service duplication.
  • Oversaw fundraising activities and preparation of public relations materials.
  • Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
  • Prepared and maintained budgets, personnel records or training manuals.
  • Consulted with staff on resolution of complex service issues.
  • Spoke to community groups to explain and interpret purposes, programs, and policies.

Education

Masters - Theology

Charles Sturt University
Lithgow, NSW
09-2017

Skills

  • Customer service
  • Conflict resolution
  • Technical support
  • Data entry
  • Product knowledge
  • Customer relationship management
  • Process improvement
  • Team leadership
  • Problem solving
  • Compliance monitoring
  • Effective communication
  • Report generation
  • Time management
  • Training and development
  • Adaptability to change
  • Crisis management
  • Call routing
  • Call center customer service
  • Scripting
  • Quality assurance
  • Team management
  • Rewards programs
  • Workforce planning
  • Policy enforcement
  • Quality controls
  • CRM software
  • Employee development
  • Escalation handling
  • Attendance tracking
  • Customer service focus
  • Training delivery
  • Schedule coordination
  • Regulatory compliance
  • Database management
  • Communication skills
  • Relationship building
  • Team collaboration
  • Administrative support
  • Record keeping
  • Calendar management
  • Database maintenance
  • Billing and invoicing
  • Strong organization
  • Report preparation
  • Scheduling appointments
  • Policy writing
  • Collaboration
  • Attention to detail
  • Incident investigation
  • Compliance procedures
  • Sanctions compliance
  • Compliance reviews
  • Internal audits
  • Investigations skills
  • Legal research
  • GIPS standards

Why hire me?

I am a highly motivated and customer-focused individual with a proven track record of providing exceptional service

In my previous role, I consistently received positive feedback for my ability to listen attentively to customer concerns, empathise with their challenges, and develop effective solutions.

 I know that my strong communication skills, combined with my passion for helping others, make me a great fit for this position I'm eager to contribute to this company commitment for  customer satisfaction and help build strong relationships with your clients

Timeline

Customer Service Officer

Revenue NSW
12.2024 - Current

Customer Support Specialist

Service NSW
01.2021 - Current

Customer Care Representative

Lite n Easy
06.2019 - 01.2021

Homeless Prevention Case Manager

Wesley Mission
01.2016 - 11.2017

Masters - Theology

Charles Sturt University

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Tia Faanati