Agnes Muliaga
Manurewa
Summary
Responsible and dependable Customer Service Representative with five years’ progressively responsible experience at different companies across Auckland. Highly skilled in responding to customers, managing their accounts, performing office support duties, providing information to the public, receiving payments, and addressing customer complaints. Efficiently work independently as well as collaboratively.
Resourceful professional in emergency response coordination, recognized for high productivity and efficient task completion. Skilled in rapid decision making, clear communication, and advanced logistical planning. Excel at prioritizing tasks under pressure, managing complex schedules, and navigating challenging scenarios with calmness and resilience. Ready to leverage problem-solving skills and teamwork to excel in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Dispatcher
AA Roadservice
Penrose
08.2021 - 11.2024
- My time here at AA Roadservice I worked as a dispatcher
- I would despatch out jobs to our service providers or the closest point of safety for our members that have either broken down locally or out in the rural areas
- I would communicate over the phone with our service providers regarding the jobs & also communicate with our members to get more accurate information
- My day to day job is purely looking after the jobs that comes through & making sure we’re getting help for our members ASAP
- If there is a high ETA in the area I would always make sure to contact members to let them be aware of it
- Conferred with customers or supervising personnel to address questions, problems or requests for service or equipment.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Determined types or amounts of equipment, vehicles or personnel to meet work orders or specifications.
- Maintained current knowledge of personnel in field and completed deliveries or delays.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
- Advised personnel about accidents, weather conditions or other hazards.
- Relayed work orders and information between work crews, supervisors, and field personnel.
- Resolved customer complaints related to service issues or delays.
- Scheduled or dispatched workers, equipment or service vehicles to locations using radios or telephones.
Call Centre
First Security
Mt Wellington
01.2021 - 10.2021
- Monitoring and taking calls for security making sure they are safe at a work station
- Would delegate different jobs and enter in daily data for work
- Worked closely with probation officers and police department ensuring the safety of our field officers and offenders
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Completed day-to-day duties accurately and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Call Centre
Tamaki Health Local Doctors
East Tamaki
01.2019 - 01.2021
- Taking calls for patients who are in distressed and sick, wanting to book appointments for doctors
- Putting through prescriptions and medical certificates for patients
- Also, have been managing measles and corona virus outbreak in the workplace when patients have been affected
- Completed day-to-day duties accurately and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Customer Service
Telelink Limited
Auckland City Centre
01.2016 - 01.2019
- During my time at Telelink Limited I managed calls for Ministry of Foreign Affairs of Trade dealing with distressed NZ citizens oversees
- Took calls for Energy efficiency conservation authority, Vodafone prepaid calling cards, NZ Army- How’s my driving campaign and many more companies
- Gained a lot of experience through the 4 years I worked at Telelink
- Provided guidance to customer service staff in resolving complex customer service issues.
- Developed processes for improving customer service operations.
- Greeted patrons and provided excellent customer service.
- Greeted guests and provided exceptional customer service.
- Emphasized fast, friendly customer service.
- Trained new customer service representatives on product knowledge and customer service techniques.
- Greeted customers and provided customer service.
- Implemented strategies to improve customer service initiatives.
- Coordinated customer service activities with other departments.
- Provided excellent customer service during every journey.
- Resolved customer service inquiries in a timely manner while providing excellent customer service.
Customer Service
Warehouse Distribution Centre
Wiri
01.2015 - 01.2016
- I was managing customers’ orders online
- Whenever an order has been put through I would pack them for customers
- Communicating with customers through an online chat to make sure their order has been confirmed
- Also dealing with many complaints
- Created reports summarizing daily customer service activities.
- Created strategies for improving customer service operations.
- Trained new employees on customer service protocols.
- Provided excellent customer service to all members.
- Resolved customer service inquiries promptly and efficiently.
Healthcare Assistant clinical
Glencoe Rest home
Papatoetoe
01.2014 - 11.2014
- Completed a level 3 course for healthcare assistant and did my clinical course at Glencoe Rest home
- Dealing with elderly patients and catering to their needs professionally
- Learnt many skills like patient and communicating in a way that they can understand me
- Enjoyed my time with the elderly patients
- Assisted in transferring patients from wheelchair or bed using appropriate techniques.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Planned and served meals and snacks to patients according to prescribed diets.
- Maintained a clean work environment by following infection control policies and procedures.
- Checked vital signs regularly including temperature, pulse rate, respiration rate, blood pressure.
- Assisted with mobility exercises for immobile patients under direction of physical therapist or nurse.
- Facilitated patient admission, transfer, and discharge processes.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Organized medical records for patient care plans and ensured accuracy.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Helped feed residents who are unable to feed themselves due to disability or illness.
- Participated in educational opportunities related to health care assistant duties.
Medical receptionist
local Doctors
Papatoetoe
01.2019
- Dealt with patients face to face who comes in to the clinical every day to see a doctor
- Also had to manage angry patients and complaint’s due to waiting time in the clinic
Covid Vaccination Advisor
Atlantic Health
- Inbound/Outbound Booking appointments for vaccinations also requesting vaccination passes for service users
- Aswell as calling service users who are currently in isolation at home or MIQ for welfare daily checks
Education
Health Care Assistant -
Manukau Institute of Technology
04-2016
NCEA L1, NCEA L2 and NCEA L3 -
James Cook High School
Auckland, New Zealand12.2015
National Certificate of Educational Achievement Level 1 -
James Cook High School
Auckland, New Zealand12.2014
National Certificate of Educational Achievement Level 2 -
James Cook High School
Auckland, New Zealand12.2014
National Certificate in Health, Disability, and Aged Support -
James Cook High School
Auckland, New Zealand12.2014
Academic Award First Samoan Level 2 -
James Cook High School
Auckland, New Zealand12.2014
Skills
- Good organizational and time management skills
- Communication and cooperation
- Operate and maintain warehouse vehicles and equipment
- Follow quality service standards
- Excellent Customer Service skills
- Customer orientation
- Excellent Multitasking skills
- Ability to stay calm under pressure
- Professional handling of complaints
- Call management
- Data entry
- Time management
- Effective communication
- Problem solving
- Customer engagement
- Patient care
- Calm under pressure
- Computer skills
References
- Heitura Tiai, 0212133602, Heitura.tiai@telelink.co.nz, Telelink Team Leader
- Kyrie-Eleison Peo, 0212320627, K.peo@aa.co.nz, AA Roadservice, TL
Awards
- First Aid certificate, James Cook Health Academy, 12/31/13
- First Aid Certificate, Manukau Institute of Technology, 12/31/19
- National Certificate of Educational Achievement Level 1, James Cook High School, 12/31/14
- National Certificate of Educational Achievement Level 2, James Cook High School, 12/31/14
- National Certificate in Health, Disability, and Aged Support, James Cook High School, 12/31/14
- Academic Award First Samoan Level 2, James Cook High School, 12/31/14
- Overall Top Customer Service of the Year Award, Telelink Limited Call Centre, 12/31/19
Timeline
Dispatcher
AA Roadservice
08.2021 - 11.2024
Call Centre
First Security
01.2021 - 10.2021
Call Centre
Tamaki Health Local Doctors
01.2019 - 01.2021
Medical receptionist
local Doctors
01.2019
Customer Service
Telelink Limited
01.2016 - 01.2019
Customer Service
Warehouse Distribution Centre
01.2015 - 01.2016
Healthcare Assistant clinical
Glencoe Rest home
01.2014 - 11.2014
Covid Vaccination Advisor
Atlantic Health
Health Care Assistant -
Manukau Institute of Technology
NCEA L1, NCEA L2 and NCEA L3 -
James Cook High School
National Certificate of Educational Achievement Level 1 -
James Cook High School
National Certificate of Educational Achievement Level 2 -
James Cook High School
National Certificate in Health, Disability, and Aged Support -
James Cook High School
Academic Award First Samoan Level 2 -
James Cook High School