Tumuai Lauese
Mercy Community Services
Woodridge,Queensland
2
Languages
Dedicated Customer Service Representative with strong experience in high-volume call centres and office environments. Skilled in managing inbound enquiries, updating records, and delivering clear, accurate information across phone and email channels. Known for fast problem-solving, professional communication, and precise documentation while maintaining privacy and supporting high customer satisfaction.
Work History
Assistant in Nursing (AIN)
- Provide physical care to clients, according to routines and assessed needs (eg toileting, showering, dressing)
- Provide care to individual residents according to care plan
- Monitor & report uncharacteristic conditions or behaviours to the Registered Nurse or other appropriate senior person
- Support and assist clients (e.g. walking, transfers, wheel chair, personal needs and requests)
- Check client needs with Registered Nurse or other senior person to ensure coverage of care tasks
Appointment Setter/Call Centre
- Contacted customers by telephone with regards to seminars and events managed by Wenatex Australia
- Effectively & professionally managed high volume of outbound customer calls
- Addressed and resolved customer product complaints empathetically and professionally
- Describe events to customers, responding to their enquiries where necessary
- Maintain customer/potential customer data bases and follow up on initial contacts
Process Worker
- Fast paced pick and packing products
- Quality check, weighing of products on various machines
- Checking and controlling machinery and equipment used
- Ensure production line has regular supply of materials needed, ensure products are packed within Arnott’s regulations
- Able to follow OH & S procedures
Customer Service
- Greet customers at cash registers, taking their food orders and cash or eftpos payments
- Handle returns or complaints where necessary
- Review or make changes to customer returns
- Replenish stock and ensure restaurant is kept neat, tidy and hygienically clean
- Cleaning sweeping, vacuuming and emptying rubbish bins according to OH & S procedures
Customer Service
- Meet & greet customers, taking their orders, ensuring correct transactions are in place, handling cash and eftpos
- Fast pace collecting food orders ensuring its accuracy
- Replenish stock and ensure restaurant is kept neat, tidy and hygienically clean
- Cleaning sweeping, vacuuming and emptying rubbish bins according to OH & S procedures
Customer Service Representative
5 Months- Inbound call handling — Manage high-volume customer calls, identify needs quickly, and provide clear, accurate information.
- 3-point ID verification — Confirm customer identity before discussing rates, animals, infringements, or account details.
- Service request creation — Lodge requests for waste, roads, water, animals, parks, and local laws using council CRM systems.
- Information provision — Deliver up-to-date guidance on council policies, fees, processes, and timeframes.
- Call routing — Transfer customers to specialist teams (Rates, Waste, Water, Compliance) when required.
- Complaint resolution — Follow council procedures to record, escalate, and resolve customer concerns.
- Email & digital enquiries — Respond to customer emails and online submissions with professional, accurate communication.
- Record keeping — Document all interactions in council systems with high attention to detail.
- Privacy compliance — Protect customer information under council privacy and confidentiality rules.
Education
Certificate II - Retail
Cert III - Aged Care and Community
Skills
Facilitated effective communication within teams.
Collaborated with team members to achieve common goals.
Adapted to changing situations with ease.
Practiced empathy to understand team dynamics.
Exhibited patience during challenging interactions.
Engaged in active listening to foster dialogue.
Assisted in resolving conflicts through problem-solving.
Maintained a positive attitude to motivate others.
Expressed ideas clearly to enhance understanding.
Languages
Samoan
English
Interests
Reading
Spending time with family
Singing
Play guitar
volleyball ball
Caring for parents
- Domestic Duties Caring for parents
- Samoa
- Perform light housekeeping duties on a regular basis
- Perform laundry duties as required, food preparation, shopping assist, transport to medical appointments, social engagements and other outings as required
- Assist parents with emotional, psychological, cultural and spiritual needs
- Advocate on behalf of my parents if necessary.
Timeline
Customer Service Representative
Logan City Council
01.2026 - 06.2026Read More
Assistant in Nursing (AIN)
Mercy Community Services
01.2014 Read More
Appointment Setter/Call Centre
Wenatex Australia
01.2008 Read More
Process Worker
Arnott’s Biscuits
01.2007 Read More
Customer Service
Hungry Jacks
01.2005 Read More
Customer Service
MacDonald’s Family Restaurant
01.2003 Read More
Cert III from Aged Care and Community
Read More
Kingston
Certificate II from Retail
Read More