Pelenato Epati Silao
Auckland
Summary
Dynamic customer service professional with extensive experience at Oacis, excelling in complaint resolution and effective communication. Proven ability to enhance customer satisfaction through problem-solving and relationship building. Skilled in inventory management and team collaboration, consistently delivering exceptional service in high-pressure environments. Committed to fostering positive customer experiences.
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of passengers and sustaining satisfactory relationships with customers. Offers skill with CM systems paired with outstanding active listening and multitasking abilities.
Overview
2
2
years of professional experience
2024
2024
years of post-secondary education
1
1
Certification
Work History
Customer Service Agent
Oacis
Mangere
02.2025 - Current
- Assisted customers by answering inquiries and providing information about flights and inquiries.
- Resolved customer complaints by identifying issues and offering suitable solutions.
- Processed request efficiently using the company's inventory management system.
- Assist customers with luggage
- Collaborated with team members to improve service delivery and enhance customer experience.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Provided flights information to customers in a timely manner.
- Managed high-volume of passengers with patience.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Performed administrative duties related to customer service such as filing documents or completing paperwork for unaccompanied minors
- Mentored junior team members and managed employee relationships.
Mobility Specialist
Oacis
Mangere
02.2025 - Current
- Assisted clients in navigating mobility solutions and services.
- Conducted assessments to determine individual mobility needs and preferences.
- Demonstrated equipment usage to clients for effective implementation.
- Maintained inventory of mobility aids and ensured proper functioning.
- Educated clients on safety protocols associated with mobility devices.
Team Member
Kfc
Mangere
10.2023 - 10.2024
- Prepared and assembled food items according to quality standards.
- Operated kitchen equipment safely and efficiently during peak hours.
- Maintained cleanliness and organization of workstations throughout shifts.
- Collaborated with coworkers to ensure smooth service during busy periods.
- Assisted team members with training on food safety protocols and procedures.
- Processed customer orders accurately and promptly at the front counter.
- Stocked supplies in designated areas to support daily operations effectively.
- Provided exceptional customer service, addressing inquiries and concerns professionally.
- Maintained a clean and organized work area throughout shift.
- Greeted customers upon entering the store with friendly demeanor.
Volunteer
Nz police
Manukau
04.2024 - 04.2024
- Assisted officers in community outreach programs and public safety initiatives.
- Organized and participated in local crime prevention workshops for residents.
- Engaged with community members to address concerns and provide support.
- Coordinated volunteer activities during events to promote police-community relations.
- Educated the public about safety protocols and emergency response procedures.
Education
Otahuhu College
Otahuhu Skills
- Flight information
- Customer complaint resolution
- Inventory management
- Administrative duties
- Safety protocol education
- Team collaboration
- Customer relationship management
- Effective communication
- Problem solving
- Time management
- Conflict resolution
- Customer service
- Relationship building
- De-escalation techniques
- Complaint handling
- Customer focus
- Decision-making
- Verbal and written communication
- Outstanding communication skills
- Cultural awareness
- Language proficiency
- Active listening
- Problem resolution
- Reliability and punctuality
Languages
Samoan
First Language
English
Proficient (C2)
C2
Certification
- Advanced first aid
- Drivers licence
- Level 3 certificate in food safety
Timeline
Customer Service Agent
Oacis
02.2025 - Current
Mobility Specialist
Oacis
02.2025 - Current
Volunteer
Nz police
04.2024 - 04.2024
Team Member
Kfc
10.2023 - 10.2024
Otahuhu College