Divine Rosie Auva'a
Customer Support Specialist
43 Redoubt Road, Goodwood Heights, Auckland
Summary
Dedicated Customer Service professional knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Ability to handle multiple projects simultaneously with a high degree of accuracy. Proficiency in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Customer Support Specialist
Concentrix
07.2021 - Current
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Served as a subject matter expert on specific products or services, providing high-level support to both customers and fellow team members.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Led initiatives aimed at boosting team morale through recognition programs, incentives, or other motivational strategies designed to encourage top-notch performance from every member of the support staff.
Team Member
Rainbow's End
01.2018 - 03.2021
- Boosted overall productivity by identifying areas for improvement and developing targeted strategies
- Provided exceptional support to colleagues by sharing knowledge, offering assistance, and fostering teamwork.
- Strengthened relationships between departments with regular meetings focused on promoting understanding of individual roles and shared objectives.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Worked different stations to provide optimal coverage and meet production goals.
- Assisted with inventory counts and stocking of merchandise.
Part Time Assistant Secretary/Treasurer
WOLSA Youth Group
05.2016 - 12.2019
- Drafted treasury reports to support youth leadership decision-making needs.
- Executed financial due diligence tasks on daily basis to maintain optimal youth finances
- Created and distributed reports on internal and external finances, audits and budgets.
- Mitigated risk by implementing internal controls and safeguards for revenues and expenditures.
- Coordinate fundraiser to raise funds for youth activities and productions.
- Significantly improved negotiation skills, regularly follow up on the young people who are not coming to youth gatherings.
- Applying my accounting knowledge with keeping good records of the youth’s financial.
Education
Accounting And Business Management
University of Waikato
Hamilton Waikato09.2025
High School Diploma -
McAuley High School
Auckland New Zealand 04.2001 -
High School Diploma -
Samoa College
Samoa 04.2001 -
Skills
Issue and Complaint Resolution
Customer Relationship Management (CRM)
Technical Troubleshooting
Courteous with Strong Service Mindset
Complaint Handling
Live chat support
Understanding Customer Needs
Complaint resolution
Call Center Operations
Computer Proficiency- Proficiency in all areas of Microsoft Office, including Excel, Word and PowerPoint
Problem Resolution
Escalation management
Follow-up skills
References
Fleur Allen
Team leader
0274333366
Petra Haak
Team leader
02102500945
Timeline
Customer Support Specialist
Concentrix
07.2021 - Current
Team Member
Rainbow's End
01.2018 - 03.2021
Part Time Assistant Secretary/Treasurer
WOLSA Youth Group
05.2016 - 12.2019
High School Diploma -
McAuley High School
04.2001 -
High School Diploma -
Samoa College
04.2001 -
Accounting And Business Management
University of Waikato