Irene Fa'avae
17 Loasby Crescent, Newlands,Wellington
Summary
Service Coordinator with extensive experience at Bridon Cookes NZ, specializing in customer relations and operational efficiency. Expertise in managing service schedules and improving team performance through targeted training initiatives. Proficient in MYOB payroll software, dedicated to exceptional service delivery and strong client relationship management.
Overview
23
23
years of professional experience
Work History
Service Coordinator
Bridon Cookes NZ
Petone, Wellington
03.2023 - Current
- Coordinated service schedules for clients and staff across multiple departments.
- Managed communication between clients and service teams to ensure clarity.
- Assisted in developing and implementing service improvement initiatives.
- Organized training sessions for new team members on service protocols.
- Maintained accurate records of client interactions and service requests.
- Supported the resolution of client issues through effective problem-solving strategies.
- Collaborated with management to streamline operational processes and workflows.
- Facilitated regular meetings to discuss service feedback and operational challenges.
- Coordinated service schedules and appointments with clients.
- Handled incoming calls and inquiries from customers regarding services offered.
- Monitored email and phone communication to provide prompt responses and solutions.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Provided customer service to ensure client satisfaction.
- Followed up with technicians and managers to receive and communicate status updates.
- Provided timely feedback to management on service failures and customer concerns.
- Liaised between client and technician to keep parties fully informed.
- Maintained accurate records of services provided for each client.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Managed inventory levels of parts used in servicing equipment.
- Prepared monthly reports summarizing current service activities.
- Toggled between multiple systems and databases to look up information and update records.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Created detailed reports on quality assurance metrics related to service delivery.
- Worked with technicians to complete paperwork within designated time.
- Identified methods to improve customer experiences, meeting or exceeding expectations.
- Obtained purchase order information to invoice work orders.
- Developed procedures for tracking customer feedback on services received.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Obtained paperwork from the field and distributed to appropriate departments for processing.
- Ensured compliance with all relevant regulations pertaining to service operations.
- Maintained up-to-date knowledge of industry trends and best practices.
- Developed and maintained relationships with service providers and vendors.
- Addressed and resolved client complaints and issues in a timely manner.
- Facilitated communication between clients, service providers, and internal teams.
- Negotiated contracts and terms with service providers and vendors.
- Managed and updated client databases to ensure accurate and current information.
- Provided support and guidance to clients, navigating them through service options.
- Assisted with billing and invoicing for services rendered.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
Service Coordinator
New Vision Enterprises Limited
Porirua, Wellintgon
07.2020 - 03.2023
- Managed communication between clients and service teams to ensure clarity.
- Assisted in developing and implementing service improvement initiatives.
- Coordinated service schedules for clients and staff across multiple departments.
- Organized training sessions for new team members on service protocols.
- Maintained accurate records of client interactions and service requests.
- Monitored email and phone communication to provide prompt responses and solutions.
- Handled incoming calls and inquiries from customers regarding services offered.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Provided customer service to ensure client satisfaction.
- Followed up with technicians and managers to receive and communicate status updates.
- Provided timely feedback to management on service failures and customer concerns.
- Liaised between client and technician to keep parties fully informed.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Managed inventory levels of parts used in servicing equipment.
- Prepared monthly reports summarizing current service activities.
- Monitored staff performance and provided feedback on areas of improvement needed.
- Updated internal systems with information related to new or revised services.
- Toggled between multiple systems and databases to look up information and update records.
- Worked with technicians to complete paperwork within designated time.
- Obtained purchase order information to invoice work orders.
- Developed procedures for tracking customer feedback on services received.
- Assisted in the development of training materials related to service coordination processes.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Obtained paperwork from the field and distributed to appropriate departments for processing.
- Ensured compliance with all relevant regulations pertaining to service operations.
- Developed and maintained relationships with service providers and vendors.
- Addressed and resolved client complaints and issues in a timely manner.
- Facilitated communication between clients, service providers, and internal teams.
- Provided support and guidance to clients, navigating them through service options.
- Assisted with billing and invoicing for services rendered.
- Maintained positive working relationship with fellow staff and management.
Assistant Manager
Jucy Car/Campervan
Rentals
Wellington, New Zealand
12.2016 - 06.2020
- Planned and prepared workflow schedules, delegating tasks for 11 -member team.
- Cultivated customer loyalty by training team members in industry-leading service standards.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Planned and prepared workflow schedules, delegating tasks for 11-member team.
- Increased annual sales by driving operational efficiencies and building customer rapport to foster loyalty.
- Evaluated employee performance and developed improvement plans.
- Managed personnel scheduling, facilitating adequate coverage to meet demand.
- Conducted job interviews, led employee performance evaluations with constructive feedback and rewarded top sales performers to attract and retain top-quality personnel.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached and mentored employees by delivering training, guidance and performance monitoring.
Retention Specialist
Westpac Life NZ Ltd
Wellington
01.2016 - 11.2016
- Explained new products and services to customers.
- Received information regarding identified problems and devised responses to satisfy concerns.
- Adhered to scripted responses and standardized plans to address problems.
- Implemented creative solutions to deal with special circumstances.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Analyzed customer feedback and developed new techniques to ensure customer retention.
- Compiled all calls and interactions into computer data system.
- Liaised between employees and senior leadership to address inquiries, complete contract processing and foster problem resolution.
Credit Card Specialist
ANZ National Bank Ltd
Wellington, Wellington
03.2015 - 08.2015
- Wellington, New Zealand, 31st March 2015 - 28th August 2015 Assessing of credit card applications Assisting the head of card customer service to achieve set objectives and to provide efficient, friendly and quality service to cardholders and merchants.
- Problem solve for cardholder and merchant by liaising the activities between branches and EBD.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Monitored and maintained compliance with internal controls and government regulations.
- Assessed customer credit files regularly to review receivables.
- Requested financial documents from customers.
- Conducted credit reviews on corporations to assess financial conditions.
- Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk.
- Earned reputation for good attendance and hard work.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Recognized by management for providing exceptional customer service.
Customer Service Team Leader
Right House Ltd
Wellington, New Zealand
11.2010 - 01.2015
- Developed strategies to assist associates in meeting goals.
- Supported associates career development by discussing potential for growth within company.
- Motivated teams by recognizing and rewarding excellence.
- Assisted with recruiting and hiring perspective candidates.
- Held monthly meetings with associates to provide constructive feedback on performance.
- Set attainable daily, weekly and monthly goals and game plans.
- Utilized recognition and reward tools frequently to recognize achievements.
- Provided daily direction to call center associates.
- Made certain associates adhered to schedules to achieve service goals.
- Volunteered to handle complaints and issues for manager during busy time periods.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Escalated issues to correct individuals when typical procedures did not achieve resolution.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Project Administrator
Right House Ltd
Petone, Wellington
08.2011 - 02.2012
- Wellington, New Zealand (6 months secondment) Overseeing and coordinating the day to day running of projects for 6-10 insulation, electrical and plumbing teams, including diary management.
- Reviewing the efficiency and effectiveness of service delivery which impacts completion rates and monthly revenue targets.
- Involved in coordinating projects from conception to completion.
- Documenting project schedules, responsibilities and progress.
- Maintaining government standards, health and safety and the quality of work while dealing with EECA and Housing NZ contracts.
- Raising Purchase orders and issuing work to a range of contractors.
- Responsible for forecasting revenue and stock requirements within the Wellington Branch., Inbound Calls dealing with customers and had great feedback from customers to managers in regards to experiencing a great service with the company.
- Assisted the sales team with generating leads from advertising stalls.
- I worked a 12 hour shift for 2 different roles within the same company for 12 months.
- I also lead the team that won the Otago Regional Council tender for funding and servicing.
- Coordinated schedules and day-to-day activities of crew to satisfy project needs.
- Assigned work to employees based on project requirements and individual team member strengths.
- Sustained safety protocols and budget controls by maintaining proper and cost-effective equipment and materials usage.
- Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
- Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintain tight schedules.
- Enhanced production methods and improved employee motivation to maximize team productivity.
- Motivated and supported field workers completing work to increase work quality and efficiency.
- Determined optimal construction requirements and site plans.
- Supported senior leadership by authoring field safety manual.
- Maintained high standards of safety, productivity and quality for every job.
- Supervised material usage and contractor hours to keep projects in line with budgets.
- Managed team member schedules and individual assignments for work crew.
- Supported budget and project goals by keeping balanced inventory.
Customer Service Representative
Amalgamated
Wellington, New Zealand
10.2006 - 05.2010
- Answering customer queries Collecting payment for items sold Notifying customers of sales and special offers Placing orders for products Stocking shelves Balancing of Cash Til Opening and Closing of premises.
- Set up and activated customer accounts.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Documented conversations with customers to track requests, problems and solutions.
Receptionist/Clerical Assistant
Development Resource Centre
Wellington, New Zealand
06.2002 - 11.2005
- Received incoming packages and mail, dispersed parcels and correspondence and shipped outgoing items daily.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Sorted incoming mail and directed to correct personnel each day.
- Sorted and distributed business correspondence to correct department or staff member, reducing dropped communications and enabling faster responses to key requests.
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Took accurate messages for staff and management to facilitate open and speedy communication.
- Managed 2-line system to handle more than 20 incoming calls per day.
- Entered data in CRM software to keep records of personal information.
- Prepared packages for shipment by generating shipment invoices and setting up courier deliveries.
- Delivered administrative support to team members, including making copies, sending faxes, organizing documents and rearranging schedules.
- Assisted 10 visitors per day by directing to appropriate personnel and answering average of 20 calls and emails daily.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Prepared, compiled and filed documents as well as reports presented to various parties.
- Set travel arrangements and gathered documents for management and executive staff meetings and trips.
- Followed security procedures, issued visitor badges, monitored logbooks and reported irregularities.
- Maintained all financial records to verify timely clearance of all credit and debit activities.
- Answered and directed incoming calls using multi-line telephone system.
- Greeted visitors, assessed needs and directed to appropriate personnel.
- Scheduled meetings with leaders and clients, emailed customers and placed outbound calls as needed.
Education
Higher School Certificate -
Wellington East Girls' College
Wellington, New
Zealand.1999
Tourism Diploma - International Tourism
Travel Careers & Training Ltd
Wellington11 2000
Flight Attendant Certificate - International Tourism
Travel Careers & Training Ltd
Wellington11 2000
High School Diploma -
Manumalo Baptist School
American Samoa1 1998
Skills
- Word, Excel, Email and Internet
- MYOB payroll software
- Fergus Job Management Software
- Avaya cloud phone system
- Organisational
- Adaptability
- Reliability and Discretion
- Excellent Phone Manner
- Coaching
- Customer Relation Management CRM system
- Customer service
- Data entry
- Filing
- First aid Certificate
- Basic Fire Handling Certificate
- Forecasting
- Hiring
- IT Support
- Managing
- Office manager
- Problem solver
- Quality
- Reception
- Reporting
- Self - motivated
- Customer relations
- Inventory management
- Staff development
- Staff training and development
- Customer rapport
- Team Player
References
Referees Rosie Grimwood (Jucy Car Rentals), Branch Manager 0223787416 Celia Buchman (Jucy Car Rentals), Head of Operations.
Education and Training
other
Interests
Interests and Hobbies , Animal welfare Volunteering Socialising Family
Timeline
Service Coordinator
Bridon Cookes NZ
03.2023 - Current
Service Coordinator
New Vision Enterprises Limited
07.2020 - 03.2023
Assistant Manager
Jucy Car/Campervan
Rentals
12.2016 - 06.2020
Retention Specialist
Westpac Life NZ Ltd
01.2016 - 11.2016
Credit Card Specialist
ANZ National Bank Ltd
03.2015 - 08.2015
Project Administrator
Right House Ltd
08.2011 - 02.2012
Customer Service Team Leader
Right House Ltd
11.2010 - 01.2015
Customer Service Representative
Amalgamated
10.2006 - 05.2010
Receptionist/Clerical Assistant
Development Resource Centre
06.2002 - 11.2005
Higher School Certificate -
Wellington East Girls' College
Tourism Diploma - International Tourism
Travel Careers & Training Ltd
Flight Attendant Certificate - International Tourism
Travel Careers & Training Ltd
High School Diploma -
Manumalo Baptist School