VIKA ASIATA
Gold Coast,QLD
Summary
- Extensive experience in customer services in a variety of settings.
- Productive and contributing team member but also able to self-manage and achieve outcomes independently.
- Able to effectively communicate with honesty and integrity with clients, internal stakeholders and external partners to deliver a seamless service or to achieve desired outcomes.
Overview
28
28
years of professional experience
1997
1997
years of post-secondary education
Work History
Customer Services B2B Inbound
Philip Morris
Auckland CBD, Auckland, NZ
10.2023 - 01.2026
- Receiving and managing customer inquiries and resolving issues in a timely manner.
- Supporting internal stakeholders and liaising with external partners to effect positive outcomes for customers.
- Reviewing and assessment of internal processes to ensure the delivery and maintenance of optimum service and care for clients/customers.
Service Solutions Specialist
Philip Morris
South Wharf, Melbourne
03.2017 - 10.2023
- Providing prompt, efficient support to customers, and exercising where possible first call resolution.
- Servicing both Australia and NZ markets using location specific knowledge and expertise.
- Working alongside internal stakeholders to ensure optimal outcomes for customers.
- Forging and maintaining strong links with external partners.
Police Emergency Services Operator
NZ Police
Otahuhu, Auckland
01.2014 - 02.2017
- Receiving and recording inbound reports of crime, for follow up by Police.
- Responding to emergency calls for immediate response and attendance by Police.
- Knowledge and appropriate response and referral of civil matters.
English Language Teaching Assistant
Ouchiyama Ministry of Education as part of JET programme
, Ouchiyama, Japan
03.2011 - 07.2013
- Classroom instruction as native English speaker for Elementary and Junior High School level.
- Lesson planning and assisting Form Teacher with English curriculum.
- Providing classroom ‘cultural exchange’.
Paediatric Social Worker
Middlemore Hospital
Middlemore, Auckland
04.2005 - 01.2011
- Providing psycho-social assessments of referred patients during their hospital admission.
- Participating and contributing to multi-disciplinary intervention for referred patients.
- Liaising and networking with external services to ensure appropriate post discharge follow up and oversight of referred patients.
Disability Care Worker
Drake Medox
Auckland, Auckland, NZ
04.2004 - 12.2005
- Providing practical day to day full care and support to an Adult Male with C-6 Spinal Cord Injury.
Support Worker
Brylyn Residential Care
Hamilton, Hamilton, NZ
12.2003 - 01.2004
- Providing full care support for assigned residents.
- Active overnight shift - hourly monitoring of residents.
Customer Services Representative 1
Westpac
Burwood, Sydney, NSW
05.2003 - 11.2003
- Servicing 'instore' clients with their banking needs - ie. deposits/withdrawals.
- Identifying appropriate clients for referral and follow up to access additional banking services/products.
Social Worker
Rongo-Atea Youth Alcohol and Drug Treatment Programme
, Hamilton
04.2001 - 03.2003
- Initial psycho-social assessment of youth residents as part of their treatment plan.
- Liaison with external services to ensure appropriate and necessary oversight post discharge.
- Knowledge and active staff participation in a 12-step programme, to support and promote ongoing abstinence in residents.
Statutory Social Worker
Child, Youth and Family Services
, Hamilton
04.1998 - 04.2001
- Reviewing and assessing clients’ continued safety and well being in foster care.
- 6 monthly or 12 monthly statutory reporting to Family Court.
- Working closely with families and caregivers to ensure appropriate monitoring and supervision where necessary to keep children safe from harm.
- Identifying and working towards long-term outcomes for each client/young person - ie. independent living/return to family/permanent care
Education
Certificate in Social And Community Work -
Massey University Albany Campus
Auckland, NZ 02.1996 - 10.1996
Bachelor of Social Science - Social Anthropology
University of Waikato
Hamilton, NZ 02.1993 - 10.1995
High School Diploma -
Fraser High School
Hamilton, NZ12-1992
Skills
- Case Management/Reporting
- Training and Support
- Complaint handling
- First call resolution
- Stakeholder engagement
- Crisis management
- Effective communication
- Problem solving
- Conflict resolution
- Time management
- Organizational skills
References
References available upon request.
Timeline
Customer Services B2B Inbound
Philip Morris
10.2023 - 01.2026
Service Solutions Specialist
Philip Morris
03.2017 - 10.2023
Police Emergency Services Operator
NZ Police
01.2014 - 02.2017
English Language Teaching Assistant
Ouchiyama Ministry of Education as part of JET programme
03.2011 - 07.2013
Paediatric Social Worker
Middlemore Hospital
04.2005 - 01.2011
Disability Care Worker
Drake Medox
04.2004 - 12.2005
Support Worker
Brylyn Residential Care
12.2003 - 01.2004
Customer Services Representative 1
Westpac
05.2003 - 11.2003
Social Worker
Rongo-Atea Youth Alcohol and Drug Treatment Programme
04.2001 - 03.2003
Statutory Social Worker
Child, Youth and Family Services
04.1998 - 04.2001
Certificate in Social And Community Work -
Massey University Albany Campus
02.1996 - 10.1996
Bachelor of Social Science - Social Anthropology
University of Waikato
02.1993 - 10.1995
High School Diploma -
Fraser High School