Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Languages
References
Timeline
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Matalena Aumua

Akina Hastings,Hastings

Summary

Dynamic customer service professional with a proven track record at Bp Stortford Lodge, excelling in complaint resolution and upselling techniques. Recognized for enhancing customer satisfaction through effective communication and attention to detail. Skilled in food safety compliance and training new employees, consistently fostering positive relationships with clients.

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Bp Stortford Lodge
Maraekakaho, Hastings
01.2024 - Current
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Developed positive relationships with customers through friendly interactions.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided customer service by answering questions about menu items or taking orders from customers.
  • Followed food safety guidelines while preparing all food items.
  • Operated ovens and other equipment to bake products according to established recipes.
  • Ensured that all health regulations were followed at all times while working in the kitchen.
  • Collaborated with other bakers on staff to complete tasks efficiently within set deadlines.
  • Cleaned work areas, utensils, equipment and surfaces between batches of products.
  • Kept records of daily production numbers for each type of item produced.
  • Attended training sessions related to food safety procedures and techniques.
  • Performed maintenance tasks such as descaling espresso machines and sanitizing surfaces.
  • Contributed ideas on how to improve operational efficiency within the cafe setting.
  • Prepared hot and cold coffee drinks according to customer specifications.
  • Adhered to all company policies regarding cash management procedures.
  • Completed opening and closing duties such as cleaning the store before leaving each day.
  • Provided excellent customer service by addressing customer complaints promptly and professionally.
  • Greeted customers, took orders and answered questions about menu items.
  • Maintained cleanliness of work area, including counters and equipment.
  • Checked temperatures of coffee brewing equipment regularly.
  • Replenished condiments such as sugar packets, creamers, stir sticks, throughout shift.
  • Ensured that beverages were prepared correctly using standardized recipes.
  • Prepared and served coffee, espresso drinks, blended coffees and teas.
  • Protected customers by regularly cleaning and sanitizing work areas and equipment.
  • Gave details on coffee blends and preparation descriptions to customers.
  • Repaired minor issues with equipment and handled troubleshooting tasks to keep coffee machines operational.
  • Memorized recipes for specialty coffee beverages and seasonal offerings.
  • Greeted and communicated with customers to take beverage orders and offer recommendations based on taste preferences.
  • Described menu items to customers and suggested products based on stated preferences.

Cleaner

Homegrown Juice Factory
Mahora, Hastings
01.2023 - 12.2024
  • Swept sidewalks and driveways of debris.
  • Checked stock levels of all cleaning products regularly to ensure adequate supply is available.
  • Scrubbed walls to remove scuff marks or stains.
  • Mixed chemicals for use in cleaning processes according to safety instructions provided by manufacturer labels.
  • Cleaned bathrooms, including toilets, sinks, countertops, mirrors, and floors.
  • Maintained cleaning equipment and materials in a safe and sanitary working condition.
  • Responded promptly to all customer complaints regarding cleanliness issues.
  • Complied with health regulations related to the handling of hazardous chemicals used during cleaning processes.
  • Washed windows both inside and outside of the facility.

Support Worker

Hohepa
Clive, Hastings
08.2023 - 12.2023
  • Managed challenging behaviour from clients in a calm manner by utilising de-escalation techniques.
  • Reported any incidents or accidents in accordance with company policy and procedure.
  • Supported clients to access education, training or employment opportunities.
  • Assisted clients with daily living activities such as bathing, dressing, and grooming.
  • Encouraged service users to participate in social activities that promoted their physical health and mental wellbeing.
  • Assisted clients with personal care, such as showering and dressing.

Customer Service Representative

Bp Bayview
Bayview, Napier
04.2015 - 08.2020
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Developed positive relationships with customers through friendly interactions.
  • Baking food for customers and making coffees.
  • Helping customers putting fuel in their car.
  • Deep clean daily
  • Toilets cleaning

Customer Service Representative

Bp Connect Papakura
Papakura , Auckland
03.2015 - 12.2015
  • Developed positive relationships with customers through friendly interactions.
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Resolved customer complaints promptly and efficiently.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Provided accurate information about products and services to customers.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Monitored temperature settings on ovens to ensure proper baking timeframes.
  • Monitored temperatures of ovens and other equipment used in baking.
  • Kept accurate records of all baking supplies used in production.
  • Assisted in training new employees on proper baking techniques.
  • Conducted regular inventory checks to monitor stock levels of baking supplies.
  • Coordinated with vendors regarding delivery schedules for baking supplies.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Completed day-to-day duties accurately and efficiently.
  • Making customers' coffees.
  • Deep cleans daily.
  • Toilets cleaning

Bank Teller

Samoa Commercial Bank
Apia Samoa, Apia
03.2009 - 12.2009
  • Maintained accurate records of all financial transactions.
  • Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
  • Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
  • Processed loan payments by verifying funds availability prior to disbursing funds.
  • Assisted customers with basic technical issues related to digital banking platforms.
  • Processed customer deposits and withdrawals accurately, balancing cash drawer daily.
  • Developed strong relationships with customers to ensure repeat business.
  • Identified suspicious activity on account holders' accounts and reported any discrepancies to the supervisor immediately.
  • Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.

Education

Some College (No Degree) - Tourism And Hospitality

International Travel College
Auckland, NZ

Skills

  • Customer service
  • Complaint resolution
  • Upselling techniques
  • Food safety compliance
  • Cash management
  • Time management
  • Memorizing customers names
  • Interpersonal skills
  • Effective communication
  • Training new employees
  • Retail marketing
  • High-energy attitude
  • Merchandise upselling
  • Client support
  • Cleaning procedures
  • Equipment maintenance
  • Chemical handling
  • Attention to detail
  • Problem solving

Affiliations

  • Singing
  • Doing homework with my children
  • Playing volleyball and basketball
  • Going to the gym
  • Going to church on Sunday
  • Hanging out with my family

Certification

  • Certificate in tourism and travel
  • Certificate in Amadeus resubmission in system
  • Certificate in I.A.T.A

Languages

Samoan
Professional
English
Professional

References

Lisa Gaston (Manager/Boss)

Store (Bp Stortford Lodge)

Mobile: 021-202-2056

Sieni Nuusulusulu

Best friend

02102875884

sieni.nuusulusulu@corrections.govt.nz

Silia Momoisea

Neighbour

0272412651

Silia.Momoisea@hbdhb.govt.nz

Timeline

Customer Service Representative

Bp Stortford Lodge
01.2024 - Current

Support Worker

Hohepa
08.2023 - 12.2023

Cleaner

Homegrown Juice Factory
01.2023 - 12.2024

Customer Service Representative

Bp Bayview
04.2015 - 08.2020

Customer Service Representative

Bp Connect Papakura
03.2015 - 12.2015

Bank Teller

Samoa Commercial Bank
03.2009 - 12.2009

Some College (No Degree) - Tourism And Hospitality

International Travel College

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Matalena Aumua