Devonia Tukuafu
Summary
Dynamic professional with extensive experience at Telco Services Australia, excelling in customer support and problem-solving. Proven ability to enhance service efficiency and reduce call handling time while maintaining high satisfaction levels. Skilled in training and communication, adept at managing high-pressure environments and fostering team collaboration.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Telco Services Australia
Melbourne, Australia
01.2024 - 11.2024
- Responded to customer inquiries with clarity and professionalism.
- Assisted customers in troubleshooting issues using product knowledge.
- Documented customer interactions accurately in internal systems.
- Collaborated with team members to enhance service delivery efficiency.
- Adapted quickly to changing call scripts and procedures as needed.
- Provided support for escalated issues, maintaining customer satisfaction.
- Engaged in ongoing training sessions to improve communication skills and product knowledge.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Packer
C&R Packer
Pakuranga, AUK
02.2019 - 10.2023
- Operated packaging machinery to ensure efficient product assembly and distribution.
- Inspected incoming materials for quality assurance prior to packaging processes.
- Maintained cleanliness and organization of work area to promote safety standards.
- Collaborated with team members to streamline packing operations and reduce downtime.
- Executed accurate labeling and documentation for tracking inventory movement.
- Assisted in training new employees on proper packing techniques and safety protocols.
- Maintained a clean and organized work environment, promoting safety and productivity.
- Proved successful working within tight deadlines and a fast-paced environment.
Administration Team Leader
H&M Company
Onehunga, AUK
01.2016 - 10.2023
- Supervised daily administrative operations, ensuring compliance with company policies and procedures.
- Coordinated schedules and meetings for management, optimizing time management and resource allocation.
- Managed inventory records and supply orders, maintaining efficient stock levels for office needs.
- Developed training materials for new staff, enhancing onboarding processes and improving team performance.
- Resolved customer inquiries and issues promptly, enhancing client satisfaction through effective problem-solving skills.
- Achieved higher employee satisfaction through effective delegation, prioritization, and workload management.
- Monitored work performance to satisfy requirements.
- Resolved conflicts within the team diplomatically, fostering a harmonious workplace atmosphere conducive to collaboration.
Education
Tourism And Flight Attending - Level 3 And 4
New Zealand School of Tourism
Auckland, AUK07.2016
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound phone calls
- Call center operations
- Communicating with clients
- Appointment scheduling
- Product knowledge
- Training experience
- FLUENT IN LANGUAGE
Languages
Samoan
Native or Bilingual
Tonga
Limited Working
Timeline
Call Center Representative
Telco Services Australia
01.2024 - 11.2024
Packer
C&R Packer
02.2019 - 10.2023
Administration Team Leader
H&M Company
01.2016 - 10.2023
Tourism And Flight Attending - Level 3 And 4
New Zealand School of Tourism