Etilina Ahokava
Dunedin
Summary
I am a highly motivated individual with a positive, energetic, “can do” attitude. I am honest, reliable and enjoy learning and developing my skills. I enjoy interacting with people and I am accustomed to interacting with people from different walks of life in a variety of circumstances.
Overview
9
9
years of professional experience
Work History
Healthy Homes Facilitator
Kāinga Ora Homes & Communities
08.2022 - Current
- Effectively engage and communicate with other teams and internal/external stake holders to assist with the delivery of the Healthy Homes Programme in accordance with NZ Healthy Homes Standards
- Engaging with customers on a personal level, building rapport and navigating a customer centric bespoke approach to complex needs
- Educating others on the benefits of Healthy Homes and negotiating and influencing where obstacles arise
- Facilitating customer appointments and communication between internal/external stakeholders and maintenance partners.
- Understanding and adapting to customers from different backgrounds and having cultural awareness
- Understanding the behaviours and complexities around mental health when building pathways forward for customers
Customer Support Advisor
Kāinga Ora Homes & Communities
03.2022 - Current
- Delivering a high level of service through inbound calls to New Zealand’s most vulnerable customers
- Liaising with maintenance partners to ensure effective delivery of service to customers
- Effective questioning and quick problem-solving to make quality decisions
- Deciphering the needs of each individual customer and tailoring communication styles to meet needs
Customer Support
Square Australia Contact Centre
08.2021 - Current
- Working with Square sellers by handling inbound phone calls in a fast-paced environment
- Identify and cross-sell Square products to customers through education on Square's ecosystem
- Connect with sellers to discuss their needs and how Square products can help them start, run and grow their business
- Seeing problems through to resolution, and escalating feature requests.
Customer Service Manager
Qantas
01.2015 - 03.2021
- Facilitating cabin crew briefings, setting expectations and delegating crew work positions
- Liaising with important stakeholders such as pilots and airport ground staff
- Managing crew performance and providing developmental feedback
- Ensuring all relevant air safety regulations were met
- Delivering a high level of customer service and care for passengers and de-escalating customer complaints
- Maintaining a high level of situational awareness and proactive problem-solving
- Reporting daily and completing safety reports
References
References available upon request
Timeline
Healthy Homes Facilitator
Kāinga Ora Homes & Communities
08.2022 - Current
Customer Support Advisor
Kāinga Ora Homes & Communities
03.2022 - Current
Customer Support
Square Australia Contact Centre
08.2021 - Current
Customer Service Manager
Qantas
01.2015 - 03.2021
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