Toluaiava Rose Tavita
Thomastown ,VIC
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. 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. 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 behaviour's, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE - Westpac
STARTEK AUSTRALIA
Level 3/15 William St, Melbourne VIC 3000
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Take Inbound call to service and support Westpac Mortgage Brokers in all stages of thee Mortgage lifecycle including Pre-Approval (Branch/Broker), Post Approval (Branches/Brokers), Settlements &Servicing (Branch/Broker).
- Provide a high level of customer service while responding to an resolving a variety of requests and enquiries from Brokers, from within the scope of call types.
- Provide in excellence in customer service, assist customers/brokers, and help resolve any problems relating to an issues they may be experiencing.
- To resolve enquiries in a timely, accurate and professional manner, having regard for company policies and procedures and legislative/contractual obligations.
- Liaise with other departments to ensure the required outcome is achieved.
- Ensure all team objectives are met on an ongoing basis.
- Ensure call quality requirements meet or exceed specified standards.
- Ensure average handling time meets or exceeds specified standards.
- Ensure login time and adherence meets or exceeds specified standards.
- Demonstrate accurate keyboard skills and correct sequence of data entry.
- Demonstrate ability to answer customer service enquiries with a range of customer service systems.
- Ensure a high level of customer service and satisfaction by applying a thorough understanding of Westpac mortgage products and services.
- Demonstrate a professional level of conduct consistent with Startek and Client values.
- Retain customers actively through promoting a range of products and services.
- Any other duties assigned by Management.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
PACKING ASSISTANT
AUSTRALIAN INTERNATIONAL FOOD
08.2021 - 02.2022
- Pack, weigh, and label completed items for shipment or storage
- Keep complete records of all materials that go through the warehouse
- Performing packing operations in accordance with time, quality and quantity targets
- Loading packing machines with packing materials
- Supervising the packing process and monitoring individual machines
- Controlling the quality of packaged items
- Performing adjustments on machines where necessary
- Ensuring the correct operation of machines
- Reporting any maintenance or repair requirements on assigned machines
PACKING ASSISTANT
AUSTRALIAN INTERNATIONAL FOOD
08.2021 - 02.2022
- Pack, weigh, and label completed items for shipment or storage
- Keep complete records of all materials that go through the warehouse
- Performing packing operations in accordance with time, quality and quantity targets
- Loading packing machines with packing materials
- Supervising the packing process and monitoring individual machines
- Controlling the quality of packaged items
- Performing adjustments on machines where necessary
- Ensuring the correct operation of machines
- Reporting any maintenance or repair requirements on assigned machines
RETAIL ASSISTANT
AUSTRALIAN BOTANICAL PRODUCTS
03.2021 - 07.2021
- Provide in-depth product and service advice in a retail environment
- Sell products and services
- Provide helpful advice to customers regarding purchases
- Attend to merchandise displays and store presentation
- Operate retail technology including EFTPOS and Point of Sale (POS)
- Monitor and maintain stock supplies
- Advise stock orders as required
- Other customer service duties as directed by Manager
- Further employment history is available to be supplied on request.
Education
No Degree - Accounting And Bookkeeping
Chisolm Institute of TAFE
Dandenong, VIC01.2020
Skills
- SKILLS & ABILITIES
- Customer service
- Hospitality
- Retail
- Computer skills
- Meat Processing
- Pick Packing
- Inbound and Outbound Calling
- Call Management
- Call center experience
- Conflict Resolution
- Complaint Handling
- Customer satisfaction measurement
- Microsoft Outlook
- Follow-up skills
- Product Knowledge
- Team Development
- De-Escalation Techniques
- Adaptive Team Player
- Quality Assurance Controls
- Computer Proficiency
- Retail Sales Customer Service
- Active Listening
- Problem-Solving Abilities
- Customer Consulting
- Organization and Time Management
Certification
Certificate IV of Accounting and Bookkeeping - August 2020
Completed Course no Certificate held.
Institute - Chisholm Institute Tafe in Dandenong.
Course Content:
> Administer subsidiary accounts and ledgers
Languages
Samoan
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE - Westpac
STARTEK AUSTRALIA
08.2022 - Current
PACKING ASSISTANT
AUSTRALIAN INTERNATIONAL FOOD
08.2021 - 02.2022
PACKING ASSISTANT
AUSTRALIAN INTERNATIONAL FOOD
08.2021 - 02.2022
RETAIL ASSISTANT
AUSTRALIAN BOTANICAL PRODUCTS
03.2021 - 07.2021
No Degree - Accounting And Bookkeeping
Chisolm Institute of TAFE