FINE MATAELE
Favona,Auckland
Summary
To obtain sustainable long-term employment within a successful organization that will offer me the opportunity grow within their company.
Overview
4
4
years of professional experience
Work History
Customer Service Agent
Air New Zealand
Auckland
08.2023 - 01.2026
- Verified passport and visa validity for international flights, adhering to strict immigration requirements and regulations.
- Maintained detailed knowledge of airport policies and procedures to ensure seamless operations.
- Ensured accurate flight information was communicated to passengers, minimizing confusion and delays.
- Provided exceptional customer service, addressing passenger inquiries and resolving issues promptly.
- Expedited ticket changes or cancellations as needed, accommodating last-minute requests from passengers.
- Enhanced customer satisfaction by efficiently processing check-ins and issuing boarding passes.
- Assisted passengers with special needs, ensuring comfortable and hassle-free travel experiences.
- Collaborated with team members to maintain high-quality service standards during peak travel times.
- Processed payments securely for excess baggage fees or other charges as required by airline policies.
- Managed challenging situations professionally, deescalating conflicts and finding appropriate resolutions.
- Reviewed tickets, identification, and passports to verify traveler identity.
Guest Services Agent
Virgin Australia
12.2021 - 05.2023
- Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
- Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats.
- Verified identification and travel documents to efficiently board passengers for on-time departure.
- Coordinated with ramp agents to successfully store, remove and transport customer baggage.
- Used airline computer system to create airline tickets and boarding passes.
- Operated PA system to make announcements regarding flight activity.
- Used Sabré to prepare pre-departure and post-departure reports and passenger manifests.
- Operated specialized weighing and screening equipment to weigh and screen passenger luggage.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Escorted handicapped passengers from terminal to aircraft.
- Tagged baggage and routed to appropriate location for loading and screening.
- Instructed passengers on safety and emergency procedures and answered all passenger inquiries.
- Checked in luggage and confirmed all carry-on items met federal guidelines.
- Announced flight status updates and information about gate changes over PA system.
- Monitored security and maintained operational protocols.
- Worked flexible hours; night, weekend, and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Ambassador, Guest Services
HOBAN Recruitment
12.2021 - 02.2022
- Directing guest as they arrive at the airport
- Assisting guests with Self Check-in at Kiosks
- Helping special needs guests using wheelchairs to and from check-in and the aircraft
Returns Processor
The Iconic
08.2021 - 12.2021
- Processed incoming returns efficiently, ensuring accurate documentation and compliance with company policies.
- Evaluated product conditions to determine restocking eligibility or disposal requirements, enhancing inventory management.
- Collaborated with customer service teams to resolve return-related inquiries, improving customer satisfaction levels.
- Trained new team members on return processing procedures and system usage, fostering a knowledgeable workforce.
- Unloaded, inspected, and stored damaged and returned products.
- Enhanced customer satisfaction by efficiently processing return requests and maintaining accurate records.
- Ensured proper disposal or recycling of non-sellable returned items in accordance with environmental regulations and company policies.
- Collaborated with team members to facilitate returns quickly and provide outstanding customer service.
- Adhered to company safety guidelines to minimize warehouse accidents.
- Documented returned product details in Software inventory tracking system.
- Improved overall productivity by suggesting process improvements based on observations made during daily operations.
Education
Certificate in Frontline Career Preparation Certificate in Amadeus Reservations System -
International Travel College
Auckland2010
Onehunga High School
Auckland, New Zealand11.2008
Skills
- Problem Solving
- Work Task Prioritization
- Feedback Acceptance
- Payment Processing
- Cash Handling
- Reliable and Responsible
- Cooperative Attitude
- Creative Thinking
- Basic Mathematics
- Relationship Building
- Team Collaboration
- Return and Exchange Processing
Timeline
Customer Service Agent
Air New Zealand
08.2023 - 01.2026
Guest Services Agent
Virgin Australia
12.2021 - 05.2023
Ambassador, Guest Services
HOBAN Recruitment
12.2021 - 02.2022
Returns Processor
The Iconic
08.2021 - 12.2021
Certificate in Frontline Career Preparation Certificate in Amadeus Reservations System -
International Travel College
Onehunga High School