Loviani Kaitu’u
Whangarei,NTL
Summary
With years of Customer Service Experience in a Call Centre environment I am looking for a role that I can fuse my passion for serving people, my community and my work and life experience, together.
Overview
24
24
years of professional experience
Work History
Customer Service/Admin
Air Liquide
06.2019
- Providing a high standard of customer service while answering calls and emails
- Taking ownership for each customer interaction to ensure continued customer satisfaction
- Resolving customer account discrepancies and tailoring solutions
- Maintaining and improving quality results by adhering to our standards.
Dispatcher
Auckland Council
12.2017
- Delivery of customer service
- Calm potential volatile situations
- Using mobile technology, including automated dispatch systems
- Adapting and reacting promptly in a controlled, confident manner as multiple situations arise at the same time
- Record and communicate job information to various parties
- Written and verbal communication.
Insurance Sales/Service
NRMA Insurance
03.2013
- Provide quality customer service
- Update customer policies as per their requests
- Cross sell and up sell to our customers to better meet their insurance needs
- Ensure availability to manage telephone and other customer enquiries at scheduled times
- Support achievements of the team and IAG's objectives by demonstrating IAG's core behaviors.
Sales/Account
Coca-Cola Amatil
06.2010
- Processing orders/sales
- Dispatching orders
- Outbound Calls
- Manage customer accounts/requests/complaints.
Collections Registry Officer
Ministry Of Justice New Zealand
04.2023 - Current
- Ensured data security by implementing strict access controls and adhering to confidentiality protocols.
- Streamlined the registration process for improved efficiency and user satisfaction.
- Spearheaded improvements in record-keeping procedures, resulting in significant time savings for the department.
- Supported colleagues by sharing expertise in regulatory requirements and best practices for document management.
- Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
- Improved overall customer experience by actively listening to concerns and empathizing with complainants while seeking mutually beneficial solutions.
- Conducted thorough investigations into complex complaint cases to determine appropriate resolution strategies.
Collections Officer
Ministry Of Justice New Zealand
04.2023 - Current
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Managed a portfolio of delinquent accounts, effectively prioritizing high-risk cases to minimize potential losses.
- Maintained accurate records of all collections activities, ensuring proper documentation for auditing purposes.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
Deputy Collections Registrar
Ministry Of Justice New Zealand
04.2023 - Current
- Manage multiple delinquent accounts for debt collection efforts
- Keep track of assigned accounts to identify outstanding debts
- Plan a course of action to recover outstanding payments
- Negotiate payoff deadlines or payment plans
- Handle questions or complaints
- Investigate and resolve discrepancies in payments or accounts
- Office and database software skills
- Negotiation and conflict resolution skills
- Speaking and listening skills
- Multi-tasking and time management skills
- Prioritization skills
- Knowledge of relevant legal requirements
- Ability to work independently
- Attention to detail.
Banking Customer Service Representative
Bendigo Bank
05.2020 - 01.2023
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
Claims Officer
IAG
06.2020 - 04.2021
- Manage end to end claims in accordance with service level targets
- Liaise with all relevant parties, while providing regular updates on the progress of claims
- Manage a high volume of calls in a fast-paced working environment
- Perform coverage evaluation, investigation and collate relevant documentation
- Provide exceptional customer service and build relationships with all stakeholders
- Display strong initiative and a solutions-focused mindset
- Utilize your well-developed interpersonal skills and clear and professional communication style.
Senior Customer Service Rep
Chrisco Hampers
11.2012 - 02.2013
- Taking customer orders
- Dealing with customer queries quickly and efficiently
- Order entry/ data entry
- Order tracking
- Delivery scheduling
- Frequently liaising with other internal departments
- Outbound sales to Nz & Australian Customers.
Transport assistant
Mainfreight Transport
10.2005 - 10.2009
- Track n trace
- Dispatching
- Processing purchase orders
- Processing quotes and invoicing
- Handling incoming inquires
- Preparing the monthly freight invoice
- Preparing the monthly Customer Order Status report
- General administration duties
- Checking availability of freight
- Organizing pickups and delivery
- Dealing with customer complaints and customer claims on lost/damage freight.
Immigration Officer
New Zealand Immigration Service
09.2003 - 09.2005
- Customer Service
- Assess and analyze documentary evidence
- Interpret legislation, procedural and policy guidelines
- Producing clear assessments and conclusions
- Apply the principles of fairness and natural justice
- Work positively with people of differing background.
Customer Services/sales
Telecom NZ residential
02.2000 - 07.2003
- Answering inquiries from members about our products
- Maintaining and monitoring sales leads and calls
- Entering applications and orders into the database
- Following-up and resolving any issues and complaints.
Education
6th form certificate -
Onehunga High School
Diploma in Scriptwriting/Directing -
South Seas Film & Television School
Skills
- Cash Handling
- Call center experience
- Scheduling appointments
- Data Entry
- Complaint Handling
- Follow-up skills
- Issue Resolution
- Customer Needs Assessment
- Escalation management
- Decision-Making
- Relationship Building
Hobbies and Interests
I enjoy and engage in Music, Education, Self-Development, Youth Work, Volunteer Work, Community work and Family.
References
Rommel Villadiego, Team Manager, Ministry of Justice
0272606940
Linda Reynolds, Team manager,
Bendigo Bank
Linda.reynolds@bendigoadelaide.com.au
Suli Taukiuvea Team Manager
Registry Court Contact Centre
0212559137
Additional Information
Planning activities for adults 30 years old plus
Leading and organizing youth programs
Supporting people with mental health and disability issues.
Raised 5 children to adulthood on my own
Timeline
Collections Registry Officer
Ministry Of Justice New Zealand
04.2023 - Current
Collections Officer
Ministry Of Justice New Zealand
04.2023 - Current
Deputy Collections Registrar
Ministry Of Justice New Zealand
04.2023 - Current
Claims Officer
IAG
06.2020 - 04.2021
Banking Customer Service Representative
Bendigo Bank
05.2020 - 01.2023
Customer Service/Admin
Air Liquide
06.2019
Dispatcher
Auckland Council
12.2017
Insurance Sales/Service
NRMA Insurance
03.2013
Senior Customer Service Rep
Chrisco Hampers
11.2012 - 02.2013
Sales/Account
Coca-Cola Amatil
06.2010
Transport assistant
Mainfreight Transport
10.2005 - 10.2009
Immigration Officer
New Zealand Immigration Service
09.2003 - 09.2005
Customer Services/sales
Telecom NZ residential
02.2000 - 07.2003
6th form certificate -
Onehunga High School
Diploma in Scriptwriting/Directing -
South Seas Film & Television School
Similar Profiles
Mfanafuthi Robert MthethwaMfanafuthi Robert Mthethwa
Turbine Fitter at Air LiquideTurbine Fitter at Air Liquide
Robert CarbinRobert Carbin
Driver Inventory Coordinator III at Air LiquideDriver Inventory Coordinator III at Air Liquide
Kolbie CrewsKolbie Crews
HR Director, ECC Americas at Air LiquideHR Director, ECC Americas at Air Liquide
Tania Muldoon-WesselsTania Muldoon-Wessels
CX & Client Service Centre Specialist at Air LiquideCX & Client Service Centre Specialist at Air Liquide
Aidan KilleenAidan Killeen
Dishwasher and Waiter at Brenton (Marina Wood Fired Dining)Dishwasher and Waiter at Brenton (Marina Wood Fired Dining)