Hi, I’m
Motiana Finau
Auckland,AUK
Summary
Dynamic customer service professional with a proven track record at World Vision New Zealand & Virgin Australia Airlines excelling in high-pressure environments. Skilled in active listening and problem-solving, I consistently enhanced customer satisfaction and loyalty. Adept at adapting to challenges, I thrive in team settings while effectively managing sensitive information and delivering exceptional service.
Overview
16
years of professional experience
Work History
World Vision New Zealand
Customer Service Representative
10.2016 - 05.2017
Job overview
- Managed high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Virgin Australia
Flight Attendant
07.2008 - 11.2014
Job overview
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining positive attitude.
- Maintained safe cabin environment by conducting pre-flight safety checks and adhering to FAA regulations.
- Handled medical emergencies calmly and competently following established protocols while liaising with cockpit crew as needed.
- Enhanced passenger satisfaction by providing exceptional in-flight service and addressing individual needs.
- Carried out emergency procedure with precision and in a calm manner to keep everyone else onboard calm, on a flight where our aircraft was struck by lightning upon decent into Wellington airport.
- Helped to protect dignity of a passenger to accidently defecated themselves on a flight from Tonga to Auckland. Also assisted and helped to clean up the passenger and toilet that was badly soiled.
- Have helped and assisted stressed out mums onboard who have unsettled infants. Have received letters of gratitude from these mothers who wrote in to my supervisors.
Garuda International
Airline Reservation Agent
03.2005 - 06.2007
Job overview
- Handled sensitive client information responsibly, protecting privacy and adhering to company confidentiality guidelines at all times.
- Demonstrated strong communication skills when assisting passengers with special needs or requests, ensuring comfortable travel experience for all.
- Supported customer service team by promptly addressing inquiries and resolving issues related to reservations.
- Enhanced customer satisfaction by efficiently processing airline reservations and ticket purchases.
- Streamlined reservation processes for quicker response times and improved customer experiences.
- Increased repeat business by building strong relationships with clients through attentive listening and personalized recommendations based on their preferences.
- Maintained high levels of accuracy in data entry, ensuring all reservation details were correct and up to date.
Go Holidays
Quality Control Technician
03.2003 - 06.2005
Job overview
- Maintained quality documentation and records for conformance with relevant standards.
- Collaborated with production teams to address and resolve quality concerns, improving overall product reliability.
- Inspected raw materials and finished products to verify quality and disposed items that did not meet safety requirements.
- Evaluated samples against standards by completing measurements, visual inspections, and other established tests.
TNS
Telemarketer
02.2002 - 03.2003
Job overview
- Managed a high volume of calls daily while maintaining professionalism and efficiency.
- Answered calls, took messages, and transferred calls to correct individuals.
- Completed daily cold calling and outreach to build sales pipeline.
- Generated new leads through targeted cold calling efforts, expanding the company''s client base.
- Delivered scripted sales pitch to potential customers, adjusting pitch to meet needs of specific individuals and businesses.
Lollipops Playland & Cafe
Customer Service Representative
01.2001 - 02.2002
Job overview
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Catering prep for children's birthday's
- Assist in stock control
Education
International Travel College of New ZealandAuckland NZ
National Certificate from Travel And Tourism
12-2001
University Overview
- Completed Studies: International Travel & Tourism
- NCEA Level 3
- NCEA Level 4
- First aid
- Galileo reservation system
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem solving
- Ability to adapt, pivot and respond in high pressure situations
- Team Player
- Great connector with people
Timeline
Customer Service Representative
World Vision New Zealand
10.2016 - 05.2017
Flight Attendant
Virgin Australia
07.2008 - 11.2014
Airline Reservation Agent
Garuda International
03.2005 - 06.2007
Quality Control Technician
Go Holidays
03.2003 - 06.2005
Telemarketer
TNS
02.2002 - 03.2003
Customer Service Representative
Lollipops Playland & Cafe
01.2001 - 02.2002
International Travel College of New Zealand
National Certificate from Travel And Tourism
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