Kesaia Toto
Mangere,AUK
Summary
Accomplished Customer Service Representative with over 5 years of experience delivering high‑quality support across fast‑paced contact centres and customer‑focused environments. Skilled in case resolution, investigations, and complex problem‑solving, with an ability to handle high volumes of calls and emails while maintaining accuracy and professionalism.
Recognized for strong communication, active listening, and conflict resolution skills that consistently improve customer satisfaction. Experienced in multiple services, support team operations, and contribute to daily performance updates. Brings a proactive mindset, leadership capability, and a commitment to creating positive customer experiences in every interaction.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
NZ Post
05.2020 - Current
- Responded to incoming calls and emails to address customer inquiries.
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with inquiries and provided accurate information about services
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Lodged customer inquiries to ensure timely responses and resolution.
- Engaged customers to identify needs, resolve issues, and provide product information.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Conducted investigations to gather relevant information and resolve issues.
- Assisted team leader in morning meetings by updating adherence and forwarding escalations as needed.
Customer Service
Trade Depot
01.2019 - 04.2020
- Handled customer inquiries via calls and emails
- Processed orders and payments over the phone
- Monitored customer service issue emails for timely resolution.
- Scheduled warranty appointments for customers.
Customer Service
Public Outreach
01.2015 - 01.2017
- Managed email correspondence to address customer inquiries.
- Coordinated daily operations and supported team leadership.
- Answering emails
- Led and directed customer service representatives to enhance team performance and service quality.
- Compiled and analyzed weekly reports on customer service performance metrics to identify trends and drive improvements.
Education
Diploma in Business and Administration -
Mt Roskill Grammar
Auckland Skills
- Customer Service
- Support case resolution
- Problem solving
- Active listening
- Communication
- Conflict resolution
- Teamwork
- Microsoft Office
- Investigations
- Leadership skill
- Customer service
References
Current Team leader
Marianne Taiatini -0274860422
Timeline
Customer Service Representative
NZ Post
05.2020 - Current
Customer Service
Trade Depot
01.2019 - 04.2020
Customer Service
Public Outreach
01.2015 - 01.2017
Diploma in Business and Administration -
Mt Roskill Grammar