Lomakeni Pulete
Auckland,AUK
Overview
24
24
years of professional experience
Work History
Customer Service Agent
SKY TV LTD
Mt Wellington
09.2022 - 04.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Maintained strong call control and quickly worked through scripts to address problems.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Returned customer calls in established turnaround time to meet company objectives.
- Suggested suitable options for unavailable products and services to retain customers.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Customer Service Representative
Fly buys
Penrose, Auckland
11.2005 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Improved customer service wait times to mitigate complaints.
Senior Sales and Marketing Officer
Tonga Telecommunications Corporation
Nuku'alofa, Tongatapu
09.1999 - 07.2005
- Maintained marketing database to keep customer and prospect files up to date.
- Planned and organized promotional events to expand brand recognition and customers.
- Created daily social media posts to build robust brand presence on Twitter, Facebook and Instagram.
- Developed and monitored targeted market plans to achieve marketing objectives.
- Attended meetings and studied material to remain current on promotion techniques and service benefits.
- Generated sales and exposure by providing relevant product information.
- Placed marketing and advertising displays and materials at stores.
- Implemented marketing campaigns and strategies by interacting with consumers.
- Distributed promotional information and incentives determined by marketing managers.
- Implemented and carried out project objectives, driving compliance with company and government policies.
- Hired, trained and mentored [Number] staff members to maximize productivity.
- Implemented strategic offerings to enhance company's suite of products and services.
- Executed on-time, under-budget project management to adhere to project road map.
- Exceeded sales goals through upselling and cross-selling within existing client base as well as strategically attracting new business.
Education
Bachelor of Arts - Management
UNITEC
Auckland, NZ03.1999
Skills
- Data Entry
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Upselling Products and Services
- Information Updates
- Inbound Customer Service
- Customer Complaint Resolution
- Billing Inquiries
- Document and Records Management
- Sales and Upselling
- Team-Oriented and Cooperative
- Inbound and Outbound Calling
- Product Recommendations
Timeline
Customer Service Agent
SKY TV LTD
09.2022 - 04.2023
Customer Service Representative
Fly buys
11.2005 - 09.2022
Senior Sales and Marketing Officer
Tonga Telecommunications Corporation
09.1999 - 07.2005
Bachelor of Arts - Management
UNITEC