Christina Ita’a
Otahuhu,Auckland,AKL
Summary
Dynamic customer service professional with extensive experience at St John Ambulance call centre.Proficient in credit card payment processing and active listening, I excel in understanding customer needs and resolving issues efficiently, fostering loyalty and repeat business through exceptional service and effective communication.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Customer Service Representative
St John Ambulance
Mount Wellington, AKL
08.2022 - 06.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Answered average of more 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Delivered excellent customer service, resulting in consistent100% customer satisfaction rating.
- Followed up with customers about resolved issues and completed tasks and maintain high standards of customer service.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Checkout Supervisor
Pak N Save
Manukau
01.2020 - 07.2022
- Collaborated with managers and human resources in building talented teams dedicated to customer satisfaction.
- Assisted in recruitment and training of key talents to address department needs.
- Checked workers and recorded performance for presentation to shift leaders.
- Built positive relationships with customers to increase repeat business.
- Quickly and accurately counted drawers at start and end of each shift.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
- Fostered positive work environment by consistently treating all employees and customers with respect and consideration.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Resolved customer complaints professionally, turning negative experiences into positive ones whenever possible.
- Enhanced customer satisfaction by efficiently managing checkout processes and addressing concerns promptly.
- Ensured smooth transitions during shift changes by thoroughly communicating pertinent information with incoming supervisors.
- Collaborated with store management to develop strategies for improving overall store performance and customer experience.
- Mentored junior team members, providing guidance on best practices and troubleshooting issues as needed.
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
Checkout Cashier/checkout Supervisor
Pak N Save
Sylvia Park
01.2018 - 12.2020
- Greeted customers and responded to requests for information.
- Helped customers complete purchases, locate items and join reward programs.
- Processed credit card, EBT, and gift certificate payments with electronic computer system.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Answered questions about store policies and addressed customer concerns.
- Operated register system to process new purchases, item returns and merchandise exchanges.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Approached every question or concern with calm and level-headed approach.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
- Called for back up cashiers during peak times to minimize wait time for customers.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Reviewed and resolved differences between accounting information and cash drawer.
- Performed cash, card and check transactions to complete customer purchases.
- Enhanced the checkout experience for customers with friendly and professional service.
Checkout Cashier
Four Square
Panmure, AKL
05.2014 - 12.2016
- Greeted customers and responded to requests for information.
- Helped customers complete purchases, locate items and join reward programs.
- Processed credit card, EBT, and gift certificate payments with electronic computer system.
- Handled customer complaints and concerns and escalated to direct supervisor for quick resolution.
- Operated register system to process new purchases, item returns and merchandise exchanges.
- Followed company policies, procedures and practices for accurate recordkeeping and loss prevention.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained organized and orderly front end and removed carts, baskets and debris.
- Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
- Called for back up cashiers during peak times to minimize wait time for customers.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Tracked inventory, located items and requested new merchandise with hand-held scanners and cellular devices.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Used POS system to enter orders, process payments and issue receipts.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Monitored self-checkout systems and provided assistance or intervention where required.
Customer Service Cashier/supervisor
New World
Remuera
03.2009 - 04.2014
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Maintained customer satisfaction with quick and professional handling of product returns.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Counted money in drawers at beginning and end of each shift.
- Maintained reports of transactions and greeted customers when entering and leaving establishment.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Sold lottery tickets and fish and game licenses.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Met customer service goals and exceeded customer expectations.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Utilized POS system to handle customer cash and credit card transactions.
- Managed cash register operations accurately, reducing the risk of shortages or overages in daily reconciliations.
- Provided exceptional customer service, addressing inquiries and resolving issues promptly.
- Improved team morale and cooperation by participating actively in staff meetings and feedback sessions.
- Trained new cashiers, enhancing team efficiency and accuracy in transactions.
- Worked with floor team and managers to meet wide range of customer needs.
- Processed refunds and exchanges in accordance with company policy.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Load Assistance
Aviation Security Service
Auckland,
06.2023 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Load&Queue Management
- Deal with all different kind of customer
- Diversity
- Helping passengers
- Strengthened communication skills through regular interactions with others.
- Worked flexible hours across night, weekend and holiday shifts.
- Passionate about learning and committed to continual improvement.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Developed and maintained courteous and effective working relationships.
Education
New Zealand Certificate - Business Introduction To Team Leadership
Te Wananga O Aotearoa
Auckland, AUK07.2021
Graduate Certificate - Flight Attendance
Travel Careers And Training
TCT03.2010
NZQA L3
Taradale High School 01.2009
NZQA Level2
Taradale High School 01.2008
NZQA Level 1
Taradale High Schools 01.2007
Graduate Certificate - High School
Taradale High School
Napier, HKB01.2005
Skills
- Microsoft Word
- Microsoft Excel
- Credit Card Payment Processing
- Active Listening
- Time Management
- Understanding Customer Needs
- Microsoft Internet Explorer
- Customer Service
Reference
Name:Hellen Makimare
Position : Analyst Operations
Contact: 027 295 2267
Certification
- Load Assistant& Queue Management Course
- Introduction Heath and safety Role
- First Aid comprehensive Course
- First Aid for Young children course
- Manager certificate/ Liquor License certificate
- Singapore Airlines
- Amadeus certificate
- Product knowledge Unit Contiki holidays
- Hertz Rental Car
- Students of the year -Merit certificate Travel&Tourism)(2009)
- Recipient of the HMNZS Rotoiti Scholarship (2009)
Timeline
Load Assistance
Aviation Security Service
06.2023 - Current
Customer Service Representative
St John Ambulance
08.2022 - 06.2023
Checkout Supervisor
Pak N Save
01.2020 - 07.2022
Checkout Cashier/checkout Supervisor
Pak N Save
01.2018 - 12.2020
Checkout Cashier
Four Square
05.2014 - 12.2016
Customer Service Cashier/supervisor
New World
03.2009 - 04.2014
New Zealand Certificate - Business Introduction To Team Leadership
Te Wananga O Aotearoa
Graduate Certificate - Flight Attendance
Travel Careers And Training
NZQA L3
NZQA Level2
NZQA Level 1
Graduate Certificate - High School
Taradale High School