Summary
Overview
Work History
Education
Skills
References
Timeline
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Tomaseena Jawai

Tomaseena Jawai

Weipa,Australia

Summary

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 behaviours, understanding customer desires, ad providing customized solutions to build loyalty.

Supportive Customer services with detailed knowledge of industry practices and skill to provide long-term success for companies. Trained in Face to Face contact. Known for goal-oriented mindset and Effective service delivery. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Indigenous Customer Service Officer

Services Australia
09.2011 - Current
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • 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.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Tracked customer service cases and updated service software with customer information.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

Certificate IV - Teaching

RATEP
Education QLD
11.2007

Associate of Arts - Australian Indigenous Dance Performance

Tropical North QLD TAFE
TAFE QLD
11.2005

High School Diploma -

Saint Monica's College
Cairns
12.2004

Skills

  • Service Recommendations
  • Issue Research
  • Account Investigation
  • Account Management
  • Complaint Handling
  • Database Research
  • Employee Development
  • Technical Support
  • Customer Support
  • Data Entry
  • Scheduling
  • Paperwork Processing
  • Account updating
  • Team Development
  • Filing
  • Documentation

References

Sheldon Wong Mobile: 0417 797 039


Jaimie MacKenzie Mobile: 0431 279 448



Timeline

Indigenous Customer Service Officer

Services Australia
09.2011 - Current

Certificate IV - Teaching

RATEP

Associate of Arts - Australian Indigenous Dance Performance

Tropical North QLD TAFE

High School Diploma -

Saint Monica's College
Tomaseena Jawai