Makerita Nafoi
Swanson,AUK
Summary
Dedicated professional with a proven track record in enhancing customer interactions and driving satisfaction through effective problem-solving and empathetic communication. Expertise in resolving customer concerns while fostering team collaboration to achieve outstanding results. Adaptable to evolving needs, consistently delivering reliable performance and exceptional service using CRM software. Committed to building positive relationships that ensure customer loyalty and contribute to organizational success.
Overview
23
23
years of professional experience
Work History
Customer Experience Specialist- Pasifika Champion
Port of Auckland - Intransit 2017-2021
07.2021 - 10.2025
- Uphold every customer interaction showcasing Port’s dedication to customer centricity, operational excellence, and core values of Respect & Care, Safety Always, Achievement, and whanaugatanga.
- Facilitated engagement with freight forwarders and exporters, enhancing logistics efficiency.
- Responded swiftly to inquiries, enhancing customer satisfaction and engagement levels.
Fostered a service-oriented atmosphere to elevate overall quality of service - Streamlined coordination between shipping partners to facilitate smoother operations.
- Experience dealing with irregular or hazardous cargo and incident response
- Lead the resolution of complex customer issues including: Leaking of damaged containers, breakbulk cargo challenges, boat lifts or oversize cargo disputes
- Investigate billing or operational history and mediate between commercial and operational teams to reach a fair outcome
- Collaborate with yard and vessel planners to manage early and late gate processes, ensuring prompt inspections for MPI and Customs holds.
- Partner with NZ Customs, MPI, shipping lines, and logistics providers to facilitate container clearance, resolve holds, and ensure adherence to regulatory requirements, minimizing delays.
- Super-user of Port CRM, customer interactions, cases and workflows triaged, logged, categorized, and acted upon within defined SLAs
Internal Sales & Stock Administrator
Gunnersens
01.2017 - 01.2017
- Providing customer service to all customers, taking orders, answering queries, pricing & placing orders. To coordinate locally with added value processes in NZ and the companies Supply Chain in logistics, documentation and troubleshooting.
- Arranging stock transfers between the warehouse and the Melbourne office for purchase orders to be raised.
- Process of freight and external warehouse invoices for different warehouse accounts.
Temp Role
Maersk Damco
01.2012 - 01.2012
- Encompassed a variety of different tasks.
Children's Contact Coordinator
Barnardo’s
01.2008 - 01.2011
- Facilitated opportunities for children in care to sustain family bonds under staff supervision.
Planned and supervised contact visits ensuring a safe, supportive environment.
Reported on outcomes of family interactions to maintain transparency and safety. - Leadership - Team leader & decision making
- Case management
- Assessing
- Using analytical skills
- Ensured compliance with applicable legislation throughout processes.
- Engaging with external, internal, and third-party stakeholders like courts, lawyers, and government agencies.
- Waitakere Unit Management
Supply Chain Coordinator
Fonterra
01.2005 - 01.2010
- Collaborating with various internal teams, including sales divisions in market MEA (Middle East Africa).
- Streamlined order fulfilment operations, focusing on accurate documentation and invoicing.
- Developed relationships with clients, addressing issues and delivering resolutions promptly.
- Handled shipment inquiries to maintain transparency and improve service quality.
- Coordinate documentation exports to maintain adherence to country regulations and requirements.
- Auckland Head Office
Customer Service Rep
Telecom NZ Ltd
01.2003 - 01.2005
- Customer Care
Education
Certificate -
Auckland Institute of Technology
High School certificate - Sixth Form Cert, Bursary
Bachelor of Music Education - Diploma in Primary
Auckland University
AucklandSkills
- Customer relationship & case management
- Knowledge of SAP and Dynamics
- Sparcs XPS expertise
- Health and safety compliance
- Effective verbal communication
- Proven ability to manage complex, or high-risk service situations calmly and professionally
- In-depth knowledge of port operations
- Effective communication
Languages
English
Full Professional
Samoan
Full Professional
References
References available upon request.
Timeline
Customer Experience Specialist- Pasifika Champion
Port of Auckland - Intransit 2017-2021
07.2021 - 10.2025
Internal Sales & Stock Administrator
Gunnersens
01.2017 - 01.2017
Temp Role
Maersk Damco
01.2012 - 01.2012
Children's Contact Coordinator
Barnardo’s
01.2008 - 01.2011
Supply Chain Coordinator
Fonterra
01.2005 - 01.2010
Customer Service Rep
Telecom NZ Ltd
01.2003 - 01.2005
High School certificate - Sixth Form Cert, Bursary
Bachelor of Music Education - Diploma in Primary
Auckland University
Certificate -
Auckland Institute of Technology