Noelani Posala

Professional Summary:

• Proven expertise in stakeholder management, including handling complex situations and providing siteTRAX3 tech support for both Delivery Partners and Internal Staff.
• Efficient problem solver with a track record of delivering solutions within limited timeframes.
• Skilled in building and maintaining strong relationships with Internal Staff, Regional Managers, Project Managers, and Commercial teams.
• Confident communicator with the ability to interact with senior roles within the organization.
• A self-motivated individual committed to continuous learning and open to pursuing relevant courses and certifications.

Key Achievements:

• Managed a diverse portfolio of 300+ subcontracting companies and their employees, overseeing their onboarding and offboarding processes while ensuring compliance with company standards and industry regulations.

Stakeholder Management:

• Successfully provided siteTRAX3 tech support to Delivery Partners and Internal Staff, resolving complex issues and troubleshooting problems effectively.

Problem Solving:

• Delivered advice and resolutions for complex issues raised by Delivery Partners, demonstrating efficient problem-solving skills.

Relationship Building:

• Fostered strong relationships with Internal Staff, Regional Managers, Project Managers, and Commercial teams, contributing to a collaborative and supportive work environment.

Communication:

• Confidently interacted with senior roles within the organization, facilitating clear and effective communication.

Learning and Development:

• Committed to personal and professional growth through ongoing learning and the pursuit of relevant courses and certifications.

Reporting and Resource Management:

• Generated reports to provide business and client visibility into resource volumes and onboarding status, enhancing decision-making processes.
• Collaborated with the Delivery Partner Performance Manager to implement an effective resource forecasting model, improving resource allocation and planning.

• Provided level 1 and 2 technical support, including Wi-Fi channel, enabling WPS, 2talk tickets, modem reconfiguration, static IP, and customer set-up
• Utilized UI Path for porting/fibre submissions.
• Managed team inbox for customer and stakeholder enquiries.
• Communicated with clients and service providers to provide updates on work progress.
• Resolved customer complaints and issues to drive satisfaction and loyalty.
• Coordinated and monitored service activities to confirm work met all requirements.
• Assessed customer needs and developed solutions to meet needs.

• Analyzed problems and worked with teams to develop solutions.
• Sorted and organized files, spreadsheets, and reports.
• Participated in workshops and presentations related to projects to gain knowledge.
• Interacted with customers by phone, email, or in-person to provide information.
• Completed research, compiled data, updated spreadsheets, and produced timely reports.
• Prepared project presentations and reports to assist senior staff.
• Nominated as Secretary of the Samoa Voyaging Society as a result of my internship.

• Responsible for data input and outbound calls
• Notified customers of their projected meter readings and how this might influence their upcoming billing via phone calls.