La'a Vaoga-Isani
Auckland,New Zealand
Summary
I am seeking offers of full time employment. I am Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Telnet Services Limited
WORK FROM HOME
06.2023 - 06.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Sales Representative
American Income Life Insurance Company
New Lynn, AUK
05.2013 - 12.2014
- DOOR to DOOR sales person, Selling Insurance Policy, Signing up customers
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Retained excellent client satisfaction ratings through outstanding service delivery.
SALES REP
Valentus
ONLINE
06.2020 - 06.2022
- Entrepreneur, Team Leader, Mentor
Call Centre Operator/ IT Technician
Concentrix
Mount Albert, AUK
05.2017 - 06.2019
- Telecom to Spark Migration, Apple support Techinical Support Operator
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
Telephone Operator
Co-op Taxi
06.2009 - 12.2013
- Answering incoming calls for Transport, Booking advace services for ACC clients, Dealing with LOST/ FOUND property.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
Education
NZ RETAIL Course
WESTGATE, AucklandLevel 3 - Tourism And Travel Management
ITC TRAVEL COLLEGE
City Road Auckland City 08.2011
Skills
- Customer Service
- Hospitality
- Building
- Admin
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Follow-up skills
Residency Status
New Zealand Resident
Transport
I have reliable transport
Leisure Interests
- Journaling
- Spending time with my Kids and Family
Personal Information
Driving License: Restricted
References
Referees are available on request
Languages
Samoan
Native or Bilingual
Timeline
Customer Service Representative
Telnet Services Limited
06.2023 - 06.2024
SALES REP
Valentus
06.2020 - 06.2022
Call Centre Operator/ IT Technician
Concentrix
05.2017 - 06.2019
Sales Representative
American Income Life Insurance Company
05.2013 - 12.2014
Telephone Operator
Co-op Taxi
06.2009 - 12.2013
NZ RETAIL Course
Level 3 - Tourism And Travel Management
ITC TRAVEL COLLEGE