Elton Falefa Pio
Conifer Grove,Auckland
Summary
Dynamic and results-driven professional with strong experience in operations management, customer service, and administrative support across security, logistics, and manufacturing sectors. Proven ability to lead teams, manage crises, and maintain high standards of safety and efficiency. Skilled in access control, incident documentation, and project coordination, with a track record of improving workflow and enhancing customer satisfaction. Adept at handling complex situations calmly and professionally, utilizing strong communication and problem-solving abilities. Holds a valid Certificate of Approval (PSPLA), First Aid Certificate, reflecting both leadership and technical competence.
Overview
10
10
years of professional experience
Work History
Operations Manager
Diamond Security
Manukau, Auckland
05.2023 - Current
- Identified early signs of distress or agitation and responded appropriately.
- Utilized verbal de-escalation techniques to calm agitated individuals.
- Collaborated with mental health professionals to support patient care plans.
- Ensured restricted areas remained secure, preventing unauthorized access.
- Monitored entry and exit points, verifying credentials of staff and visitors.
- Accurately documented incidents involving behavioral changes or critical events.
- Responded swiftly in crisis situations, coordinating effectively with team members.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Parts Department Associate
Fisher & Paykel NZ
East Tamaki, Auckland
07.2021 - 04.2023
- Responded to customer inquiries and concerns regarding Fisher & Paykel appliances.
- Assisted customers in identifying and ordering appropriate replacement parts.
- Provided basic troubleshooting support and product information.
- Maintained accurate records of customer interactions and part orders.
- Communicated effectively with internal departments to resolve issues promptly.
- Ensured high-quality customer service through clear, professional communication.
Administrator
GO Logistics AU
Camellia, Sydney
03.2016 - 11.2019
- Handled high volumes of inbound calls, assisting customers with parcel delivery inquiries, booking requests, and billing issues.
- Acted as the first point of contact for customer concerns, resolving issues promptly to ensure a smooth and positive delivery experience.
- Mediated escalated situations with professionalism and empathy, maintaining customer satisfaction.
- Collaborated directly with the company director to train new staff through hands-on instruction and shadowing.
- Supported administrative tasks including data entry, record-keeping, and internal communication to improve workflow efficiency.
- Maintained a strong focus on service excellence, ensuring interactions were pleasant, productive, and memorable.
Education
Certificate - Security
Current And Valid C.O.A
PSPLACurrent First Aid Certificate -
First Aid Certificate
AucklandDiploma - CompTIA A+ Certified Computer Technician
AMES I.T Academy
Auckland, NZ01-2012
Skills
- Crisis management
- Project management
- Customer service
- Incident documentation
- Access control
- Team collaboration
Timeline
Operations Manager
Diamond Security
05.2023 - Current
Parts Department Associate
Fisher & Paykel NZ
07.2021 - 04.2023
Administrator
GO Logistics AU
03.2016 - 11.2019
Certificate - Security
Current And Valid C.O.A
Current First Aid Certificate -
First Aid Certificate
Diploma - CompTIA A+ Certified Computer Technician
AMES I.T Academy