Maria Pal
Summary
Proven Customer Service Representative at Gilmour's Wholesales Manukau, excelling in critical thinking and Microsoft Excel. Enhanced customer loyalty by adeptly handling high-stress disputes and streamlining complaint resolution, leading to significant service improvements. Skilled in fostering team productivity and maintaining high safety standards, demonstrating a strong blend of technical proficiency and interpersonal acumen.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Gilmour's Wholesales Manukau
03.2019 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Investigate the missing items from the delivery
- Keying orders for Export customer and make sure the BOL or ( Bill of Landing) has been email thought by the freight company
- Log all cases for all items has been missing form delivery each day
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Pick and Packing
First Call
04.2017 - 10.2018
- Maintained a safe working environment for staff by enforcing strict adherence to safety guidelines and conducting regular inspections.
- Reduced turnaround time for orders with streamlined packing procedures and effective staff allocation.
- Optimized inventory management, implementing a real-time tracking system to reduce waste and improve stock rotation.
- Implemented cost-saving measures by identifying areas of inefficiency and recommending improvements in the grading and packing process.
- Improved grading efficiency by implementing new software and optimizing workflow processes.
- Increased customer satisfaction, ensuring accurate and timely delivery of products through close coordination with shipping department.
- Resolved issues quickly to maintain productivity goals.
Frozen Food Stocker
Big Chill Distribution
02.2016 - 03.2017
- Ensured optimal inventory levels by consistently monitoring stock levels and placing timely orders for replenishment.
- Supported loss prevention efforts by maintaining vigilance against theft or mishandling of products within the frozen food section.
- Addressed discrepancies between physical inventory counts and system records promptly, ensuring accurate reporting and minimal discrepancies.
- Increased customer satisfaction through prompt attention to special requests or concerns regarding frozen food items.
- Conducted regular freezer temperature checks, ensuring the preservation of food quality and safety.
- Maintained tidy and clean work areas to promote optimal productivity and safety standards.
Education
High School Diploma -
Pacific International University
Apia, Samoa07-2013
Skills
- Customer service
- Warehouse operations
- Restocking shelves
- Active listening
- Workplace safety
- Critical thinking
- Data entry
- Customer support
- Problem resolution
- Health and safety
- Relationship building
- Call center experience
- Handling complaints
- Microsoft Excel
- Complaint handling
- Payment processing
- Sales support
- Microsoft outlook
- Case inspection
- Follow-up skills
- Call management
- Multitasking Abilities
- Motivated team player
- Purchasing
- Excellent communication
- Technical support
- Decision-making
- Order tracking
- Packing and shipping
- Product picking
- Self motivation
- Service standard compliance
Languages
English
Full Professional
Samoan
Full Professional
Timeline
Customer Service Representative
Gilmour's Wholesales Manukau
03.2019 - 02.2025
Pick and Packing
First Call
04.2017 - 10.2018
Frozen Food Stocker
Big Chill Distribution
02.2016 - 03.2017
High School Diploma -
Pacific International University
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