Jasmine Ngawati
Auckland,Papatoetoe
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
2026
2026
years of professional experience
Work History
Receptionist
Fliway Transport Ltd
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Corresponded with clients through email, telephone, or postal mail.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered central telephone system and directed calls accordingly.
- Answered phone promptly and directed incoming calls to correct offices.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Resolved customer problems and complaints.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Sorted, received, and distributed mail correspondence between departments and personnel.
- Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
- Helped maintain office security by monitoring visitor access and issuing badges.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Maintained visitor log for entering and leaving facility for security purposes.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Maintained clean and welcoming reception area, contributing to positive first impression for visitors.
- Enhanced accuracy of record-keeping with diligent maintenance of logs and records.
- Supported HR activities by assisting with recruitment process, including scheduling interviews and organizing candidate information.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
Customer Service/Operations Agent
Wymap Group
09.2023 - 08.2025
- Coordinated with other agencies to maintain safe and secure airfield environment.
Ensuring customers are engaged with the company's products and services through; Prompt service and communication, both written and verbal.
Managing Customer expectations
Marketing customer Airline's products to it's customers.
Worked closely with various divisions of Wymap Group on service delivery requirements.
Managed the coordination and communication to United Airlines vendors, including the cargo Terminal Operator (CTO)
Recognizing customer issues, resolving or escalating as required.
Portfolio Management.
Completing cargo bookings in a timely manner.
Completing flight planning, day of operation requirements and all post-flight requirements and reporting.
Ensuring service delivery arrangements and allocations are communicated and adhered to.
Built strong relationships with other divisional leads and further promote collaboration with other parts of business.
Timely and responsive to both internal and external customer needs.
Managed a high-volume of customer inquires via phone and email.
Provided excellent customer service and resolved issues in a timely manner.
Collaborated with cross-functional teams to streamline operation processes.
Cooperate with reasonable health and safety procedures that have been notified.
Other project and administrative tasks as required.
High attention to detail.
Problem-solving capability, with experience to make decisions quickly.
Continuously improvement mindset.
Focus and consistency when under pressure.
Strong time management and ability to meet deadlines whilst multi-tasking.
Professional verbal and written communication skills.
Supported strategic planning efforts by providing input on operational considerations such as staffing levels and resource allocation.
Customer Service Representative
Fliway Transport Ltd
05.2017 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed high valued account customer portfolios
- Managed multiple inboxes at a time.
- Represented the company in a professional consultative manner in all dealings with customers providing solutions to customer enquires.
- Monitoring, managing and implementing operational performance standards consistent with client expectations, company targets and commercial service expectations.
- Maintaining satisfied customer relationships through the efficient and effective handling of customers by providing solutions to customer enquires, complaints, problems and further development in consultation with the clients operations manager.
- Acting as an internal representative for allocated Key Clients accounts assigned by the manager, ensuring service provision credibility as agreed between parties concerned.
- Continually managing and reviewing internal and external processes are associated with service delivery of both the company and the client to maximize opportunities for service relevant to the ongoing development of client relationships.
- Relaying customer feedback to areas of service mis performance, concerns and dissatisfaction to sales, administration, operations and/or management as necessary and follow up to ensure remedial measures are implemented, by the way of client query form or formal notification. Where positive feedback is received , ensure all concerned internally are advised
- Trained new personnel regarding company operations, policies and services.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Receptionist/Accounts Administrator
SBA Accounting
04.2016 - 04.2017
- Managing payslips for external Customers
- XERO Knowledge
- Organized, maintained and updated information in computer databases.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Handled assignments independently with good judgement and critical thinking skills.
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Administration duties.
- Book Keeping
- Debtors - Perform day to day run management of all payment cycle and reconcile payments and expenditures, excluding of invoices, receipts and packaging slips
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Corresponded with clients through email, telephone, or postal mail.
Office Administrator/General Accounts Assistant
Ladycare Ltd
01.2016 - 04.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Managed inventory ordering
- Meeting and greeting existing and new walk in customers.
- Managed phone, emails and mail.
- Data entry
- Setting up new accounts and packaging orders, service cards and product cards for operations.
- Managed late payments from external customers.
- Performed day to day book keeping tasks such as accounts payable and receivable, bank reconciliations and financial reporting.
- Collaborated with team members to streamline office procedures and improve overall efficiency.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Receptionist/Network Control Agent/Post
DHL Express Limited
01.2011 - 01.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Managed and balanced daily takings, cashier and inventory ordering.
- Meeting and greeting customers and existing account holders
- RACA Approved to physically inspect all shipments over the counter.
- Correctly entering customers and account holders personal information.
- Accurately entering and recording data then transferring it on manual AWBS and creating invoices along with supporting documents.
- Managed bookings and quotes efficiently.
- Managing account holder reports.
- Liaising with third party couriers to ensure deliveries and collections are running smoothly and on time.
- Conducting warehouse searches for missing or damaged freight.
- Daily updates to customers for additional or false information provided.
- Import and Export Admin duties.
- Creating assessments of goods/shipments.
- Recommendation to management based on findings, then proceeding with write off where recommendation and tracking, monitoring and progression.
- Airway manifest involving proactively assessing goods availability and checking the condition of the goods - Initiating the claims process against damaged items.
- Assisting Operations and claims teams where needed.
- Handled cash transactions and maintained sales and payments records accurately.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
Skills
- Organization skills
- Time management
- Data entry
- Telephone skills
- Problem-solving
- Flexible and adaptable
- Multitasking
- Problem resolution
- Warehouse operations
- Customer service experience
References
Desiree Reupana - Fliway Team Leader - 021 828 784
Ben - Fliway logistics Manager - 027 339 0643
Heather - Fliway Customer Service Team Leader - 027 341 0407
Joy McGrath - DHL Express Sales Manager - 09 9762910
Christine Robb - DHL Express Manager - 09 976 2910
Tania White - Sales Manager Wymap Group - 021 023 20714
Andy Vargoczky - Wymap Group - VP Advisor/Overall Manager for Australia and NZ - 0431 996620, Email: Andy.Vargoczky@theaviationgroup.com.au
Lara Fabian - Wymap Group - People and Culture (HR) Manager - +61 449 099 140 Email: Lara.Fabian@wymap.com.au
Timeline
Customer Service/Operations Agent
Wymap Group
09.2023 - 08.2025
Customer Service Representative
Fliway Transport Ltd
05.2017 - 08.2023
Receptionist/Accounts Administrator
SBA Accounting
04.2016 - 04.2017
Office Administrator/General Accounts Assistant
Ladycare Ltd
01.2016 - 04.2016
Receptionist/Network Control Agent/Post
DHL Express Limited
01.2011 - 01.2015
Receptionist
Fliway Transport Ltd
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