ETEVILA LUSIANO
Auckland CBD
Summary
I am a highly motivated and dedicated professional seeking to excel in the chosen field, continuously expanding knowledge and skills through hard work and determination. I am a confident, outgoing, and friendly. I approach every challenge with diligence and enthusiasm. Exceptional ability to connect with others is a key strength that would greatly benefit any customer-facing role. I take pride in patience and genuine desire to assist others, always striving for success. Meeting and surpassing customer expectations is a daily objective, aiming to leave a positive impact on individuals from all walks of life. Optimistic outlook is an essential quality brought to any job, along with adaptability to change both in team environments and individual tasks. Possessing strong leadership skills, an asset in team settings as well as customer-facing positions. As the face of the company, I prioritize serving customers with respect and pride. I have a charismatic attitude that I feel creates a positive work environment. Exceptional multitasking abilities would be of great value to the company represented.
Overview
11
11
years of professional experience
Work History
VIP Contact Center Consultant
Qantas Airways
03.2022 - Current
- I learnt to adapt to fast a fast changing environment
- Experience in processing refunds promptly along with ticket issuance.
- I have experience in working within the escalations department dealing with customer complaints
- I assisted in training new employees as a buddy on how to take control of their calls and handling the passengers enquiries to the best of their ability.
- During my time here I have learnt to take on feedback and learn from it no matter how small there is always room for improvement
- Multitasked effectively to simultaneously handle customers' needs.
- I am a team player and always willing to help in any way possible.
- Recently i have become a part of the VIP Consultants where my knowledge has grown
- Thinking on the spot to turn a bad experience into a positive experience for our passengers is a everyday task
- I am always willing and open to learn as well as teach what I know
Security Guard
HSM Security
11.2020 - 05.2021
- Within my time at HSM Security I have learnt to master a few things regarding what the job entitles
- I have learnt to control an environment where there are very upset customers and how to deal with complains in a professional manner
- I get to interact with people from all walks of life
- I’ve been able to display a positive look representing the company in any station that I am placed in
- Being a security guard often requires you to think on the spot and to make decisions immediately in regards to how we are going to deal with the situation at hand
- I have been able to learn how to de-escalate a problem and making sure that the end result best suits both parties
- Working under pressure plays a really big part within the job as you never know what you are faced with as every day is different
- I learnt how to prepare myself for a new day and to get myself ready for what is yet to come, all with positivity at task
Crew Member
Carls Jr Hastings
12.2019 - 10.2020
- Within my time here at Carls Jr I have learnt to master knowledge in all areas regarding the store
- I had learnt how to deal with customer complaints and enquiries on the spot without having to ask for extra help
- This role requires me to work well within a team of 2 or more people per shift
- This role has pushed me outside of my comfort zone in which I have learnt how to manage different sections of the store accordingly
- I have become such a strong team player to the workplace where I will always willingly work at any time of any day
- This role includes a massive amount of professionalism in which I have achieved as well as patience
- Meeting and exceeding customer experience with the service provided unto them is a daily task in which I take seriously daily
- This is a fast-paced service that requires orders to be served in a limited time, which I have adapted myself to being kept calm and collected
Admin Assistant & Customer Service
Spotlight Made 2 Measure
03.2018 - 12.2018
- During my time at Spotlight Made to Measure call centre in Australia I was responsible for booking appointments for both consultants and fitters with customers from both Australia and New Zealand
- I learnt to deal with customer complaints and how to handle them in a professional manner
- In doing this I learnt how to work under pressure and in a timely manner as we would were required to meet our KPI.
- This role includes a lot of patience when dealing with upset customers waiting on their order
- Meeting and exceeding customer expectations was a daily goal of myself in trying to keep a positive connection with customers over the phone
- Working as an admin assistant I learnt how to handle and deal with calls professionally throughout
Customer Service Role
Spotless
03.2017 - 09.2017
- My casual role within Spotless as a cashier had many duties which included handling and balancing the cash register, while taking customers’ orders
- Meeting and exceeding customers’ expectations
- Multitasking is a skill that is required in the job
- This role involved a lot of patience when dealing with both the team and customers
- I was also responsible for handling alcohol
- I learnt how to adapt myself to working in a fast-paced environment
- I learnt Professionalism and Respect as I have also worked at the Parliament as a waitress, waitressing for people in high power for this country at the time (New Zealand Prime Minister Bill English and his group)
Orchard Worker
Shiloh Horticulture
12.2013 - 12.2016
- Whilst working in the apple orchard I had to adapt myself juggling my time between school, work and also home duties
- This kind of job also requires a lot of courage and patience when working outside, especially with different weather conditions
- Having a positive attitude towards difficult tasks is a skill required for this job
- Interacting with different types of people and cultures is another skill required for this job
- Recently I have adapted myself to working under pressure
Education
New Zealand Certificate in Tourism Level 4 - Tourism, Airline and Flight Attending
New Zealand School of Tourism
Wellington, WGN12.2017
New Zealand Certificate in Tourism Level 3 - Tourism and Travel, Aviation
New Zealand School of Tourism
Wellington, WGN07.2017
Year 10 Diploma - Level 1 & 2, NCEA
Hastings Girls’ High School
Hastings, HKB12.2016
Skills
- Alcohol and Cash Handling Skills
- Multi-tasking
- Ability to work under pressure
- Customer complaint handling
- Positive attitude
- Teamwork
- Coaching and mentoring
- Customer service
- Verbal and written communication
- Inbound phone calls
- Cash handling
- Leadership
- Microsoft Office
- Word
- Excel
- PowerPoint
- Refund Processing
- Ticketing
- Aqire Trained
- Multitasking
Languages
English
Professional Working
Samoan
Native or Bilingual
Work Experience Placements
- Warehouse Pty Ltd, Storeman - Cashiering/Customer Service, 2015
- Relay For Life, 2016
- Good Deeds Day - Flaxmere, 2014-2016
- Church Kitchen Assistance - Flaxmere Christian Fellowship, 2012-2017
- Toast in Martinborough, 2017
Travel History
- Apia, Samoa, 3
- Melbourne, Australia, more than 10
- New Zealand, more than 20
Hobbies and Interests
- Netball
- Volleyball
- Basketball
- Kio O Rahi
- Socialising with many people from all walks of life
Interests
- I love the beach and diving for seafood
- I enjoy travelling with my family
- I have a passion for Church
- Netball is my favourite sport
- A dream destination to visit is the Maldives
Timeline
VIP Contact Center Consultant
Qantas Airways
03.2022 - Current
Security Guard
HSM Security
11.2020 - 05.2021
Crew Member
Carls Jr Hastings
12.2019 - 10.2020
Admin Assistant & Customer Service
Spotlight Made 2 Measure
03.2018 - 12.2018
Customer Service Role
Spotless
03.2017 - 09.2017
Orchard Worker
Shiloh Horticulture
12.2013 - 12.2016
New Zealand Certificate in Tourism Level 4 - Tourism, Airline and Flight Attending
New Zealand School of Tourism
New Zealand Certificate in Tourism Level 3 - Tourism and Travel, Aviation
New Zealand School of Tourism
Year 10 Diploma - Level 1 & 2, NCEA
Hastings Girls’ High School
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