Loraine Taulagi
Auckland,AUK
Summary
Professional with extensive experience in customer service and administrative support, adept at resolving inquiries and complaints through effective communication and problem-solving strategies. Demonstrated ability to educate clients on product features and updates while maintaining accurate records of interactions for future reference. Proven track record of collaborating with teams to enhance service delivery and streamline project workflows, contributing to improved customer satisfaction. Skilled in organizing events and managing logistics, ensuring efficient operations within a dynamic work environment.
Overview
6
6
years of professional experience
2021
2021
years of post-secondary education
Work History
Customer Service Representative
Xero Limited
11.2021 - 02.2025
- Assisted customers with inquiries regarding product features and functionalities.
- Resolved customer complaints through effective communication and problem-solving strategies.
- Guided customers in navigating the Xero platform for optimal usage of services.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Maintained accurate records of customer interactions for future reference and follow-up.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Business Support Coordinator
Xero Limited
08.2023 - 04.2024
- Coordinated communication between departments to streamline project workflows.
- Managed scheduling and logistics for team meetings and training sessions.
- Collaborated with teams to identify process improvements and implement best practices.
- Organized company events to promote team building and employee engagement activities.
- Provided administrative support to the executive team.
- Prepared meeting agendas and tracked meeting minutes, recording discussions.
- Organized events and workshops to support networking, training and outreach programs.
Call Center Representative
Telnet Limited
07.2019 - 08.2021
- Handled customer inquiries through phone and email communication.
- Resolved issues by collaborating with team members and using internal systems.
- Trained new representatives on company policies and customer service protocols.
- Maintained a positive demeanor while managing high call volumes efficiently.
- Escalated complex issues to supervisors for advanced resolution strategies.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
Education
Bachelor in Business - Accounting And Management
Auckland University of Technology
02.2013 - 07.2021
Kelston Girls College
Skills
- Customer service
- Conflict resolution
- Product knowledge
- Database management
References
- Upon requests
Timeline
Business Support Coordinator
Xero Limited
08.2023 - 04.2024
Customer Service Representative
Xero Limited
11.2021 - 02.2025
Call Center Representative
Telnet Limited
07.2019 - 08.2021
Bachelor in Business - Accounting And Management
Auckland University of Technology
02.2013 - 07.2021
Kelston Girls College