TIANA FAAPOI
NSW
Summary
Committed to providing quality service and support. I am proactive, dedicated and customer focussed. I have an approachable and friendly manner, a willingness to learn how to help and support the community. Personable and dedicated, I have the ability to work autonomously and enjoy collaborating with team members. My tenacity and drive to learn and succeed enables me to thrive in challenging environments.
Overview
12
12
years of professional experience
Work History
Member Service Representative
HCF
03.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Responded to customer calls and emails to answer questions about products and services.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Delivered prompt service to prioritize customer needs.
Customer Service, Retail assistant
Featherstone Rovers
01.2022 - 12.2023
- Build strong customer relationships - provide positive, excellent customer service either by phone, over the counter or via email
- Respond to customer queries with accurate information
- Maintain and ensure correct data uploaded into point of sale platform
- Coordinate and perform stocktake and inventory data and reports
- Manage the movement and tracking of goods and merchandise
- Coordinate and facilitate training of new staff
- Open, separate and balance registers
- Maintain neat and organised 'sales floor'.
Customer Service, Call Centre Representative
Inspire Education (Australia)
01.2014 - 01.2015
- Attending to inbound and outbound calls to and from customer/potential students, listening to customer/student needs or issues and providing helpful solutions
- Maintained accurate records of customer/student interactions ie: transactions, course queries, comments and complaint handling
- Ensure correct information/course materials are sent to online queries and update records accordingly
- Provide updated statistic reports to relevant course portfolios
- Other ad hoc duties as required.
Customer Service, Call agent
Telstra (Australia)
01.2013 - 01.2014
- Maintain accurate records of customer interactions ie: transactions, comments and complaint handling
- Ensure correct information is provided as all calls are monitored and recorded
- Attend to inbound calls to and from Telstra customers, listening to customer queries and providing helpful solutions
- Maintain/achieve targets and KPI's.
Administration Assistant
Southsea Travel (New Zealand)
01.2012 - 01.2013
- Review manager's schedule via Outlook calendar
- Arrange meetings and issue calendar invitations
- Respond to customer queries via phone, over the counter or by email
- Provide fare quotes and draft itineraries inclusive of accommodation and vehicle hire
- Maintain customer and group fare database
- Networking relationships within the travel industry
- Regularly update personnel and tracking platforms
- Assist and research group fare requests and new destinations
- Provide translating services to large community groups
- Other ad hoc duties as requested.
Education
Pacific Senior School Certificate -
St Marys College
Certificate III & IV - Travel and Tourism
International Travel College of NZ
Foundation Certificate (Arts) -
National University of Samoa
Skills
- Data Entry
- Complaint resolution
- Payment processing
- Customer service and support
- Customer Relationship Management
- Data Research
- Bilingual (Samoan, English)
- Organising, scheduling and categorising
- Microsoft Office Applications
- Zoom
- Outlook
- Sabre
- Galileo
- Salesforce
- Cisco
- IVets
- Oracle POS
- Social network applications: - Instagram, Facebook, Tiktok, Snapchat, Whatsapp
References
AVAILABLE ON REQUEST
Timeline
Member Service Representative
HCF
03.2024 - Current
Customer Service, Retail assistant
Featherstone Rovers
01.2022 - 12.2023
Customer Service, Call Centre Representative
Inspire Education (Australia)
01.2014 - 01.2015
Customer Service, Call agent
Telstra (Australia)
01.2013 - 01.2014
Administration Assistant
Southsea Travel (New Zealand)
01.2012 - 01.2013
Pacific Senior School Certificate -
St Marys College
Certificate III & IV - Travel and Tourism
International Travel College of NZ
Foundation Certificate (Arts) -
National University of Samoa