Mele Nonumalo
Lower Hutt,WGN
Summary
With a proven track record in Customer Service, Contact Center. I excel in enhancing customer satisfaction and streamlining operations. My expertise in problem-solving and customer communications has consistently exceeded performance targets, achieving high customer retention rates. Skilled in both data entry and building rapport, my approach boosts productivity and fosters positive outcomes.
Overview
8
8
years of professional experience
Work History
Call Center Advisor
Corporate Business Service
Melbourne, VIC
08.2015 - 02.2016
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Streamlined call handling processes for improved efficiency and reduced wait times.
- Contributed to team success by consistently meeting or exceeding performance targets.
- Worked closely with other departments to resolve any interdepartmental issues affecting customer experiences negatively.
- Managed high call volumes, maintaining professionalism under pressure while providing accurate information.
- Boosted customer retention rates with exceptional service and rapport-building skills.
- Supported the implementation of new technology platforms aimed at enhancing overall call center operations and productivity levels.
Freight & Transport Dispatcher
EFM
South Melbourne, VIC
01.2015 - 08.2015
- Improved delivery times by optimizing routes and coordinating with transportation providers.
- Participated in cross-functional teams focused on continuous improvement initiatives within the organization''s supply chain operations.
- Resolved disputes with suppliers or carriers promptly, protecting company interests while fostering positive working relationships.
- Evaluated potential suppliers based on criteria such as reliability, pricing structure, and ability to meet delivery deadlines.
- Coordinated effectively between clients, carriers, and internal departments to ensure smooth execution of shipments from pickup to delivery.
- Developed contingency plans to address unexpected challenges during the shipping process, minimizing disruptions in service delivery.
- Improved driver retention rates through regular communication, feedback sessions, and timely resolution of any grievances or concerns.
- Enhanced operational efficiency by coordinating with drivers, dispatching vehicles, and monitoring routes.
- Increased customer satisfaction by resolving complaints promptly and professionally.
- Expedited resolution of customer inquiries and concerns regarding delivery status and scheduling adjustments.
Technician Dispatcher
Optus NBN
Melbourne, Australia
03.2014 - 12.2014
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Maintained compliance with regulatory standards and safety requirements.
- Maintained quality assurance and customer satisfaction objectives.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Applied critical thinking and research to address complex issues.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
Debt Collector - Credit Card
NAB
Melbourne, Australia
05.2013 - 02.2014
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Achieved performance goals on consistent basis.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Strengthened company reputation by adhering to ethical collection practices and providing exemplary customer service.
- Utilized persuasive communication skills for successful settlement negotiations, minimizing the need for costly legal proceedings.
Call Center Representative
Quit Line
Wellington, WGN
08.2008 - 02.2013
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
- Managed a high volume of calls efficiently by organizing workload effectively and multitasking when necessary.
- Built strong relationships with clients through genuine empathy, active listening, and clear communication skills.
- Reduced call wait times by efficiently managing call queues and prioritizing urgent requests.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
Outbound Call Center Agent
Health Insurance
Lower Hutt
01.2008 - 08.2008
- Reduced call handling time by efficiently navigating through customer databases and CRM systems.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Achieved high conversion rates through skillful negotiation tactics applied throughout the sales funnel stages.
- Implemented feedback from supervisors to continually improve call quality and overall performance.
Education
High School Diploma -
Sacred Heart College
Lower Hutt, NZ11.2007
Skills
- Customer Support
- Problem-solving skills
- Call Center Customer Service
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Strong Decision-Making Abilities
- Data Entry
- Prioritizing calls
- Building rapport with customers
- Dispatching procedures
- Stress Tolerance
- Patience and Persistence
- Goal-oriented mindset
Languages
Samoan
Native or Bilingual
Timeline
Call Center Advisor
Corporate Business Service
08.2015 - 02.2016
Freight & Transport Dispatcher
EFM
01.2015 - 08.2015
Technician Dispatcher
Optus NBN
03.2014 - 12.2014
Debt Collector - Credit Card
NAB
05.2013 - 02.2014
Call Center Representative
Quit Line
08.2008 - 02.2013
Outbound Call Center Agent
Health Insurance
01.2008 - 08.2008
High School Diploma -
Sacred Heart College