Madeleine Fuimaono
Auckland,New Zealand
Summary
Proven in delivering exceptional customer service and support, I excel in adaptability and maintaining meticulous attention to detail, honed across roles at Air New Zealand and Jetstar. Specializing in payment processing and database maintenance, I've established trustful relationships and enhanced onboard safety, showcasing my professional and flexible approach to meeting diverse customer needs.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Air New Zealand
01.2022 - Current
- Check in passengers, assist with special requirements, dispatch flights, help with flight disruptions, and assist with flight arrivals and departures.
- Process payments from passengers using point-of-sale systems.
- Establish trustful relationships with our frequent flyer passengers through effective communication and the use of premium counter check-in.
- Manage reservations, answer incoming calls and emails, and provide frontline customer support or assistance with product and service transactions.
COVID19 Advisor
01.2020 - 01.2021
- Conduct Daily health checks for SU. Established and supervised peer-counseling and peer tutoring video calls.
- Maintained accurate and complete customer records required by laws and administrative regulations.
- Manage isolation, self-isolation, manual outbound calls and vaccination queries
- Provide support to COVID-19 positive cases to ascertain any close contacts, locations of interest, and exposure events
Cabin Crew
Jetstar
01.2016 - 01.2020
- Administered and coordinated emergency procedures or care, enhancing onboard safety.
- Conducted preflight checks to assess general condition and cleanliness of aircraft.
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Supported smooth takeoffs and landings by keeping passengers in compliance with flight regulations.
- Completed flight logs, passenger action reports and inventory paperwork with high attention to detail.
Check-In Agent
Virgin Australia Aerocare
01.2014 - 01.2016
- Issued boarding passes to passengers after confirming their identity and verifying their seat assignments.
- Followed up on lost luggage inquiries from customers promptly.
- Sold, printed, and issued tickets to customers following all applicable guidelines.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Communicated regularly with other departments at the airport to ensure smooth operations.
Lounge Assistant
Air New Zealand
01.2013 - 01.2014
- Set up tables for events such as business meetings or private parties in accordance with customer specifications.
- Maintained knowledge of current menu items, garnishes, ingredients, and preparation methods.
- Checked restrooms to refill products and perform light cleaning duties, emptying trash, and restocking paper products.
- Managed cash register transactions accurately and efficiently.
- Informed patrons of specialties and features.
Education
New Zealand Certificate in Tourism Level 3 - Tourism, Travel & Airline Industry, with strands in Tourism and Travel, with strands in Aviation
New Zealand School of Tourism
Auckland Airport, New Zealand12.2017
New Zealand Certificate in Tourism Level 4 - Tourism, Hotel & Airline Operations
New Zealand School of Tourism
Auckland Airport, New ZealandNew Zealand Diploma in Tourism & Travel Level 5 -
New Zealand School of Tourism
Auckland Airport, New ZealandSkills
- Positive and professional
- Product and service solutions
- Adaptability and flexibility
- Inbound/Outbound call management
- Payment processing
- Call center experience
- Attention to detail
- Database maintenance
Hobbies and Interests
- Travelling
- Small clothing business
- Makeup as a form of art
Timeline
Customer Service Officer
Air New Zealand
01.2022 - Current
COVID19 Advisor
01.2020 - 01.2021
Cabin Crew
Jetstar
01.2016 - 01.2020
Check-In Agent
Virgin Australia Aerocare
01.2014 - 01.2016
Lounge Assistant
Air New Zealand
01.2013 - 01.2014
New Zealand Certificate in Tourism Level 3 - Tourism, Travel & Airline Industry, with strands in Tourism and Travel, with strands in Aviation
New Zealand School of Tourism
New Zealand Certificate in Tourism Level 4 - Tourism, Hotel & Airline Operations
New Zealand School of Tourism
New Zealand Diploma in Tourism & Travel Level 5 -
New Zealand School of Tourism
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