HEILANI TUITAMA
Porirua,WGN
Summary
I am a dedicated customer service professional with 5 years of experience in phone-based, email-based, and face-to-face roles. I have a proven track record of providing exceptional service and resolving customer issues efficiently. I am skilled in communication, problem-solving, and building strong customer relationships. I am looking to leverage these skills to contribute effectively to a dynamic team and broaden my professional skill set.
Overview
5
5
years of professional experience
Work History
Customer Service Officer
Porirua City Council
01.2024 - Current
- As a CSO I am the first point of contact for all Porirua residents, solicitors & staff members, via phone call, web chat and email
- I manage various responsibilities related to the city council's services, local government, as well as internal services for our staff
- My responsibilities variate between customer based queries, administrative staffing requests and external requests from solicitors and contractors
- Such as, rate related queries, resident requests, facility bookings, cemetery bookings, data entry, staff absences, managing building inspections, and much more
- Systems used during this role - Microsoft Office Suite, Datascape, Genesys, PureCloud, Byondpro Internal schedulers (GoGet Scheduler, GoGet Office), GIS Mapping.
Customer Service Representative
Pacific Business Trust
04.2022 - 12.2023
- As a CSR I was the first point of contact for our clients, stakeholders and advisors
- I maintained the schedules of our business advisors and assist in all administration related tasks
- I worked with clients and stakeholders all across New Zealand
- I managed all inbound calls, emails, CRM leads & CRM cases
- I maintained knowledge of company services to provide helpful suggestions and recommendations to customers
- Systems used during this role - Microsoft Office Suite Salesforce Vodafone One Net Business
Traffic Controller (Contractor)
Downer, ATMS, Fulton Hogan
03.2021 - 04.2022
- As a traffic controller I lead my own sites, handled the workers within the site and ensured that the traffic ran smoothly by coordinating with the road users and workers to ensure that the public and engineers were able to move and work effectively
- Utilised two-way radio communications to provide instructions to motorists
- Monitored roadway conditions to ensure safety for drivers and pedestrians
- Resolved conflicts between motorists or pedestrians through effective communication skills
Customer Service Officer & Freight Handler
New Zealand Post
02.2020 - 02.2021
- For this role I was in the Card To Call department, and was responsible for incoming, outgoing and missed parcels
- I had to interact with customers face to face and over the phone to ensure their items were delivered and handled appropriately
- Received, sorted and distributed packages within the warehouse facility
- Resolved issues relating to damaged or lost freight quickly and efficiently
- Systems used during this role - Internal mapping systems Internal staff routing systems
Education
New Zealand Diploma in Construction (Level 6) - Quantity Surveying
Open Polytechnic
01-2028
New Zealand Certificate (Level 3) - Mechanical Engineering
Weltec
12.2021
Skills
- Microsoft Office Suite (Outlook, Excel, Teams, Word)
- CRM Systems (Datascape, Salesforce, Byondpro)
- Google Suite (Docs, Sheets, Gmail)
- Telephony Systems (Genesys, PureCloud, Vodafone One Net Business)
Timeline
Customer Service Officer
Porirua City Council
01.2024 - Current
Customer Service Representative
Pacific Business Trust
04.2022 - 12.2023
Traffic Controller (Contractor)
Downer, ATMS, Fulton Hogan
03.2021 - 04.2022
Customer Service Officer & Freight Handler
New Zealand Post
02.2020 - 02.2021
New Zealand Diploma in Construction (Level 6) - Quantity Surveying
Open Polytechnic
New Zealand Certificate (Level 3) - Mechanical Engineering
Weltec
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