Faatuiese Vaa Toilolo
Hawkes Bay
Summary
Highly motivated and client-centric professional with a strong track record of delivering exceptional service to clients across diverse industries. Skilled in resolving complex customer issues with efficiency and empathy, consistently exceeding expectations and fostering lasting relationships. Experienced in managing high volumes of ongoing cases and inquiries via phone and email while maintaining a calm, professional, and solutions-oriented approach.
Overview
13
13
years of professional experience
Work History
Client Operations Specialist
Kiwi Wealth KiwiSaver/Fisher Funds
07.2019 - Current
- Played a key role in training new case managers on the processes and requirements for handling various types of withdrawals, as well as developing and maintaining process documents
- Provided ongoing support to other team members with process related queries and upskilling.
- Assessed client withdrawal requests and provided evidence-based recommendations to supervisors, ensuring decisions were well-supported.
- Adhered to business and legislative requirements when processing early withdrawal requests.
- Engaged directly with clients to clarify requirements and explain decisions regarding their withdrawal requests.
- Collaborating with third party stake-holders to achieve common goals
Processing/Lending Consultant/General Assistance
Cash Converters
01.2015 - 07.2019
- Customer service, welcoming customers into the store and helping with finding items they want or need
- Handling unredeemed pawn items/loans
- Listing item/s online making sure item sells
- Process stock and clean them making sure they are presentable in the shop
- Answering phone calls and emails
- Process personal loans, making sure each client meets criteria to cover repayments without substantial hardship
Crew Member
Carls Jr
01.2013 - 01.2015
- Well-versed in maintaining first contact between establishment and customer
- Resolving any problems and issues customers may have
- Hands on experience in preparing common fast-food items
Education
White Belt -
Lean Six Sigma
09.2023
Diploma - Travel and Tourism
Eastern Institute of Technology (EIT)
01.2012
Certificate - Travel and Tourism Galileo
Eastern Institute of Technology (EIT)
Skills
- Proficient in Microsoft 365 suite (Outlook, Excel, Word, Teams, SharePoint)
- Excellent interpersonal and relationship-building skills
- Strong client-first mindset with a
focus on service excellence - Exceptional written and verbal communication abilities
- Self-motivated with the ability to
work independently and take
initiative
- Solid understanding of
administration processes and
business operations - Experienced in CRM platforms including Salesforce
- Fluent in Samoan - enabling effective communication in diverse environments
- Proven capability in client-facing roles, sales and administration within the financial services industry
References
Available on request
Timeline
Client Operations Specialist
Kiwi Wealth KiwiSaver/Fisher Funds
07.2019 - Current
Processing/Lending Consultant/General Assistance
Cash Converters
01.2015 - 07.2019
Crew Member
Carls Jr
01.2013 - 01.2015
White Belt -
Lean Six Sigma
Diploma - Travel and Tourism
Eastern Institute of Technology (EIT)
Certificate - Travel and Tourism Galileo
Eastern Institute of Technology (EIT)