Nau Destiny Grace Fotofili
Anaheim,California
Summary
Flexible Customer Service Representative offering 6 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Diplomatic Customer Service Agent versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in fast-paced call center environments. Trained in connecting with customers to build positive relationships and strengthen loyalty. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
Work History
Aged Care Worker
Private
Anaheim, California
10.2021 - Current
- Provided companionship and emotional support to elderly clients.
- Assisted with activities of daily living such as bathing, grooming, dressing and toileting.
- Organized and monitored medication schedules for elderly clients.
- Prepared meals according to prescribed diets and nutrition plans.
- Coordinated transportation services for medical appointments.
- Responded quickly to emergency situations involving elderly clients.
- Helped with light housekeeping tasks such as laundry, vacuuming, dusting and cleaning bathrooms.
- Collaborated with family members to ensure that all client needs were met.
- Assessed the physical condition of elderly patients during routine check-ups.
- Provided recreational activities such as games, reading materials, music and outdoor walks.
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
Call Center Customer Service Representative
New Zealand Couriers
Auckland, New Zealand
12.2020 - 09.2021
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
- Provided customers with product and service information.
- Resolved customer issues in a timely manner.
- Maintained accurate records of customer interactions and transactions.
- Identified potential opportunities for upselling products or services to customers.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Followed up with customers to ensure their satisfaction with the resolution of their issue.
- Assisted customers in navigating webpages for online purchases or account setup.
- Offered support for technical problems associated with products or services purchased by the customer.
- Responded promptly to customer inquiries via email or chat systems.
- Suggested solutions when a product malfunction was reported by the customer.
- Documented all call information according to standard operating procedures.
Call Center Customer Service Representative
Spark
Hamilton, Waikato, New Zealand
03.2020 - 11.2020
- Consulted with customers to resolve service and billing issues.
- Navigated through computer systems to review information and respond appropriately to callers.
- Built sustainable relationships and engaged customers by going extra mile.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Demonstrated excellent listening skills while interacting with customers.
- Updated existing customer information as needed in company databases.
- Offered support for technical problems associated with products or services purchased by the customer.
- Answered incoming customer calls regarding product inquiries, orders, and complaints.
Sales Assistant
Cotton On
Hamilton, Waikato
02.2020 - 11.2020
- Participated in training sessions for new employees on proper use of equipment or software applications related to sales activities.
- Answered incoming telephone calls to provide store, products and services information.
- Attended staff meetings to discuss new products or changes in store policy or procedure.
- Conducted periodic audits of merchandise pricing accuracy.
- Ensured that all promotional materials were properly displayed in their designated areas.
- Collaborated with other departments such as marketing, merchandising, operations, to ensure smooth functioning of overall store operations.
- Greeted customers and provided assistance with product selection.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Performed cashier duties such as scanning items, processing payments, and issuing receipts or change due.
Sales Assistant
North Beach
Hamilton, Waikato, New Zealand
01.2020 - 09.2020
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Replenished merchandise on shelves as needed throughout the day.
- Processed special orders for out-of-stock items when necessary.
- Completed daily reports on sales performance metrics such as units sold per hour, day, week, month.
- Ensured that all promotional materials were properly displayed in their designated areas.
- Cross-trained in other departments within the store including checkout counter operations.
- Helped customers find specific products, answered questions and offered product advice.
- Monitored stock levels to facilitate restocking and replenishment of shelves.
Sales Representative
Airwallex
Melbourne, Australia
02.2018 - 12.2019
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Maintained accurate records of all sales and prospecting activities.
- Researched competitors' products, prices, and sales techniques.
- Created detailed reports on daily, weekly, and monthly sales activity.
- Attended industry events such as conferences, seminars.
- Identified opportunities for cross-selling additional products and services.
- Answered inquiries from prospective customers regarding features of products and services offered.
- Assisted in developing promotional materials such as flyers, brochures.
Sales Assistant
Shavers Shop
Melbourne, Australia
01.2018 - 10.2019
- Maintained records related to sales for store management.
- Prepared merchandise for purchase or rental.
- Exchanged merchandise for customers and accepted returns.
- Recommended, selected and located merchandise based on customer desires.
- Maintained knowledge of sales and promotions, return policies and security practices.
- Recommended merchandise to customers based on needs and preferences.
- Stocked shelves and supplies and organized displays to focus customer attention on specific items.
- Greeting customers as well as providing assistance with product selection.
- Informed customers about current promotions and discounts.
- Assisted in creating displays to promote products.
- Assisted customers with returns, exchanges and refunds.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
Sales Assistant
Glassons
Auckland, New Zealand
01.2015 - 08.2017
- Greeted customers and provided assistance with product selection.
- Assisted in creating displays to promote products.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Informed customers about current promotions and discounts.
- Assisted customers with returns, exchanges and refunds.
- Performed cashier duties such as scanning items, processing payments, and issuing receipts or change due.
- Replenished merchandise on shelves as needed throughout the day.
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Maintained cleanliness of the sales floor area at all times.
- Completed daily reports on sales performance metrics such as units sold per hour, day, week, month.
- Analyzed customer feedback data to identify areas of improvement within the store's services.
Education
NCEA Level 1, 2, 3 -
Mt. Roskill Grammar
Roskill, NZ11.2017
Junior Level -
Auckland Girls' Grammar School
Newton, NZSkills
- Membership Renewals
- Account Updating
- Customer Service
- Account Management
- Commitment to Company values and vision
- Work well under pressure
- Resilience
- Proficient computer and keyboard skills, MS Word, Excel and Powerpoint
- Excellent verbal and written communication
- Service Recommendations
- Call Center Operations
- Call Management
- Customer Needs Assessment
- Call Center Customer Service
- Sales Strategy
Timeline
Aged Care Worker
Private
10.2021 - Current
Call Center Customer Service Representative
New Zealand Couriers
12.2020 - 09.2021
Call Center Customer Service Representative
Spark
03.2020 - 11.2020
Sales Assistant
Cotton On
02.2020 - 11.2020
Sales Assistant
North Beach
01.2020 - 09.2020
Sales Representative
Airwallex
02.2018 - 12.2019
Sales Assistant
Shavers Shop
01.2018 - 10.2019
Sales Assistant
Glassons
01.2015 - 08.2017
NCEA Level 1, 2, 3 -
Mt. Roskill Grammar
Junior Level -
Auckland Girls' Grammar School
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