Maria Cecilia Tevaga
Auckland,Mangere East
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
Overview
12
12
years of professional experience
Work History
Central Processing Officer
Ministry of Social Development
04.2018 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
Customer Service Representative
Ministry of Social Development
05.2013 - 04.2018
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call centre processes for improved efficiency and reduced wait times.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Agent
Telelink Ltd
01.2012 - 12.2013
- Provided excellent customer care by responding to requests & assisting with product selection.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Auckland University
McAuley High School
Otahuhu, Auckland01.2008
Trinity Catholic College
Regents Park / Auburn, Sydney01.2004
Skills
- Leadership Skills
- Exceptional Communication Skills
- Creative Problem Solver
- Quick Learner
- Interpersonal Skills
- Active Listener
- Relationship Building
- Team Player
- Scheduling and Planning
- Meeting Coordination
- Administrative Support
- Multitasking Abilities
- Customer Service
- Attention to Detail
- Organizational Skills
- Adaptability and Flexibility
- Verbal Communication
- Teamwork and Collaboration
- Time Management
- Project Planning
- Office Administration
- Meeting Planning
- Data Entry
Accomplishments
- 2008 – Provisionally awarded University Entrance NCEA Level 3 Participation in Samoan Group for Polynesian Festival
- 2007 – NCEA Level 2
- 2006 – NCEA Level 1
- 2003 – Positive involvement in college life Performance in Artbeats First in reading, First in writing
Languages
Samoan
English
Personal Information
- Citizenship: New Zealand
- Date of Birth: 05/27/90
References
- Angela Anderson, Church Member, 021 049 5095
- Roopashree Kumar, Service Manager, 029 200 4436
Hobbies and Interests
- Spending time with Family
- Travelling
- Meeting New People
- Trying New Things
- Exploring & Experiencing
Timeline
Central Processing Officer
Ministry of Social Development
04.2018 - Current
Customer Service Representative
Ministry of Social Development
05.2013 - 04.2018
Customer Service Agent
Telelink Ltd
01.2012 - 12.2013
Auckland University
McAuley High School
Trinity Catholic College
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