Ofa Akuila
Petrie,QLD
Summary
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.
Overview
21
21
years of professional experience
Work History
Collections and Administrator Agent (NDIS Clients)
Uniting Care QLD
05.2022 - Current
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Streamlined the collections process for increased efficiency with detailed record-keeping and timely followups.
- Maximized revenue recovery through diligent research, verification of debtor information, and persistent contact efforts.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Maintained strict compliance with all federal, state, and company regulations during each step of the collections process.
- Participated in ongoing training programs to stay current on industry trends, best practices, and regulatory changes.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Demonstrated adaptability by effectively managing a diverse range of accounts across various industries.
- Increased productivity levels through efficient time management and prioritization of daily tasks.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
Accounts Officer
G8 Childcare
03.2018 - 03.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Assisted customers with setting appointments, special requests.
Accounts and Customer Relations Officer
Vita
02.2015 - 02.2018
- Maintained sense of urgency in answering customer questions and requests through email or voice message.
- Applied knowledge of market and full range of innovative and unique products to meet customer needs, expanding company's customer base.
- Maintained sense of urgency in answering customer questions and requests through email or voice messaging.
- Maximized customer retention by resolving issues quickly.
- Oversaw diverse account portfolio, including daily outbound calls to identify services that address primary needs.
- Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
- Provided ongoing training and support to junior staff members, enhancing their knowledge of products and services as well as best practices in customer relations.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Boosted sales by conferring with customers to evaluate purchase requirements and recommend best-fit company offerings.
- Cultivated lasting rapport with key industry clients by providing accurate pricing and credit terms to meet customer objectives.
- Followed up with existing customers to provide additional support and address concerns.
- Outbound and inbound calls.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
Customer Service Representative
TSA Telco Group
01.2012 - 01.2016
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Answered calls, took messages and transferred calls to correct individuals.
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Recorded contact information of customers and potential customers in internal database.
- Troubleshot problems for callers and helped independently resolve common issues.
- Escalated concerns or advanced problem calls to management staff.
- Assisted with training and orientation of new employees.
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards.
- Answered inbound telephone calls from interested customers to persuasively discuss offerings.
- Contacted businesses via cold or warm calling to offer services relevant to industries or niches.
- Provided information about available products and services, membership details, and purchase advantages.
- Overcame objections using friendly, persuasive strategies.
Donation Attendant
Muscular Dystrophy Association, MDA
01.2010 - 12.2011
- Sorted and performed quality control measures of donated items.
- Displayed excellent customer service when greeting customers and accepting donations.
- Greeted and provided friendly service to donors and assisted in transferring items to facility.
- Completed appropriate paperwork for donations.
- Respectfully communicated with diverse population of volunteers and employees.
- Reported instances of fraud and illegal dumping on company property.
- Maintained organized and clean worksite.
Finance Officer (Customer Relations)
Hollard Financial Services
01.2008 - 12.2009
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Remained impartial in order to advise clients based on circumstances.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Outbound and inbound calls.
- Optimized cash flow management, ensuring timely payment of invoices and reducing outstanding debts.
- Managed a high-performing finance team, providing mentorship and professional development opportunities to improve overall performance.
Customer Service Officer (Finance)
American Express
01.2003 - 12.2007
- Conducted financial review of customer lines of credit by assessing company financials and initiating credit application reviews.
- Controlled credit exposure by providing financial order management support to minimize risk and obtain timely payment.
- Improved understanding of financial statements, which helped in assessing risk.
- Reviewed customer files on regular basis to make sure receivables were in sound condition.
- Performed credit reviews on corporations to assess financial conditions.
- Maintained energy and enthusiasm in fast-paced environment.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Exceeded goals through effective task prioritization and great work ethic.
- Identified issues, analyzed information and provided solutions to problems.
- Outbound and Inbound calls.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
Education
Certificate 1,2 &3 - Customer Contact
TAFE
12.2003
Skills
- Report preparation
- Complaint resolution
- International sales support
- Sales expertise
- Service standard compliance
- Creative problem solving
- Administrative support
- Account management
- Professional telephone demeanor
- CRM
- Staff education and training
- Good listening skills
- Receiving support
Baking and Sewing
I taught myself how to sew when my three girls were babies and have continued this hobby in spare time for myself and family members. I also love baking and usually do a big bake on Saturday mornings for online customers in North Brisbane.
Referees
Matthew Stinton
G8 Childcare Manager
0404646664
Timeline
Collections and Administrator Agent (NDIS Clients)
Uniting Care QLD
05.2022 - Current
Accounts Officer
G8 Childcare
03.2018 - 03.2022
Accounts and Customer Relations Officer
Vita
02.2015 - 02.2018
Customer Service Representative
TSA Telco Group
01.2012 - 01.2016
Donation Attendant
Muscular Dystrophy Association, MDA
01.2010 - 12.2011
Finance Officer (Customer Relations)
Hollard Financial Services
01.2008 - 12.2009
Customer Service Officer (Finance)
American Express
01.2003 - 12.2007
Certificate 1,2 &3 - Customer Contact
TAFE
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