TULUA KAFOA
Truganina,VIC
Summary
Accomplished team leader and manager with a proven track record of guiding teams to success through effective management and clear communication. Demonstrated expertise in overseeing projects from start to finish, ensuring high standards and timely delivery. Skilled in developing and delivering comprehensive training programs tailored to diverse audiences, utilizing engaging instructional methods to facilitate effective learning and skills development. Known for enhancing team performance through interactive and collaborative training sessions.
Overview
10
10
years of professional experience
Work History
Airline Reservation Agent
Qantas Airways
02.2024 - Current
- Provided exceptional customer service with empathetic listening and effective problem-solving skills.
- Managed passenger boarding process, maintaining orderliness and timeliness during busy periods.
- Kept up-to-date on flight schedules to provide accurate information for travellers seeking assistance.
- Coordinated closely with other departments to address operational challenges affecting customer experiences smoothly and efficiently.
- Supported colleagues in handling complex transactions or escalated customer concerns effectively.
- Managed group bookings expertly from initial inquiry through final payment processing.
Customer Service Duty/Delivery Manager
Swissport
11.2020 - 12.2023
- Managed a team of 30+ on the daily operation of the Air New Zealand schedule overlooking the
operational requirements day to day. - Endorsed as an Air New Zealand product trainer in all aspect of the Air New Zealand operation including,
Load Control, Gate Lead, Aerobridge Operators and Supervisors. - Analysing and meeting Key Performance Indicators and managing operational requirements from Check In, Boarding and Departing flights.
- Managed team operations in the event of Flight disrupts, rescheduling and/or cancellations, i.e.
rebooking and accommodating 300+ passengers. - Responded to customer concerns with speed and knowledge, delivering professional, personalised service.
Missionary Volunteer
The Church Of Jesus Christ Of Latter-day Saints
02.2019 - 04.2020
- Conducted public speaking engagements at churches, schools, and other gatherings to share experiences and insights from missionary work.
- Assisted individuals in overcoming personal challenges, fostering resilience and self-reliance.
- Spearheaded volunteer programs to provide support for underprivileged community members.
- Enhanced language skills for non-native English speakers through tailored tutoring sessions.
- Improved community relations by organising and participating in service projects.
Sales Assistant
Skechers
01.2018 - 01.2019
- Provided service with a smile, offering courteous, helpful advice to best meet customer needs.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Accepted and processed cash, cheque, card and mobile payments using POS systems.
- Received and processed product returns.
- Processed returned or exchanged items and provided refunds to customers.
- Carried out back-of-house maintenance, for clear, easy-to-navigate stockroom management.
- Updated product labelling and pricing to reflect discounts and offers.
- Built lasting relationships with clients through customer service interactions.
Assistant Store Manager
Spendless Shoes
01.2017 - 01.2018
- Improved store ability to meet and exceed customer expectations, through careful trend and stock monitoring.
- Mentored team on effective upselling and cross-selling techniques, increasing profits.
- Monitored stock levels and wrote timely order supply requests to replenish merchandise.
- Stocked and restocked inventory upon delivery receipt, maintaining accurate supply records.
- Explain benefits of the merchandise and assist in ordering/transferring orders between store statewide.
- Assisted customers with online orders and using the POS system
- Commenced by manager for strong work ethic, initiative and positive attitude.
Crew Trainer
McDonald's
03.2015 - 12.2016
- Maintained current knowledge of company standards and up-to-date food safety regulations.
- Supported teams to achieve shift targets such as service times or waste minimisation.
- Trained new employees in customer service, food safety and performance requirements.
- Greeted customers warmly and provided friendly service, leading crew by example.
- Reinforced hygiene and food safety procedures.
- Set positive examples for team members by demonstrating quality service.
- Provided regular feedback and constructive criticism on employee performance.
Education
Bachelor of Business - Human Resource Management
Royal Melbourne Institute of Technology
07.2023
High School Certificate -
Holy Spirit College
10.2017
Skills
- Google Workspace
- Leadership
- Problem-solving
- Time management
- Cancellation management
- Product knowledge
- Complaint handling
- Cargo staging protocols
- Baggage handling requirements
- Excel proficiency
- Cargo tracking software
- Language proficiency
References
• Elenoa Bolawaqatabu (Swissport Colleague) 0410 581 513
• Kim Mangion (Swissport Customer Service Manager) 0424 304 184
• Nadia Dabdoub (Air New Zealand Operations Manager) 0432 183 791
Timeline
Airline Reservation Agent
Qantas Airways
02.2024 - Current
Customer Service Duty/Delivery Manager
Swissport
11.2020 - 12.2023
Missionary Volunteer
The Church Of Jesus Christ Of Latter-day Saints
02.2019 - 04.2020
Sales Assistant
Skechers
01.2018 - 01.2019
Assistant Store Manager
Spendless Shoes
01.2017 - 01.2018
Crew Trainer
McDonald's
03.2015 - 12.2016
High School Certificate -
Holy Spirit College
Bachelor of Business - Human Resource Management
Royal Melbourne Institute of Technology
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