Peoleta Sale Motunga
Auckland,Mangere
Summary
Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication.
Overview
15
15
years of professional experience
Work History
Guest Experience Specialist
Auckland Airport
03.2023 - Current
- Enhanced guest satisfaction by promptly addressing concerns and providing personalized solutions.
- Streamlined check-in/out processes for improved efficiency and reduced wait times.
- Consistently delivered exceptional customer service, resulting in increased positive feedback and return visits.
- Coordinated with housekeeping and maintenance teams to ensure timely room availability and high-quality standards.
- Developed strong relationships with guests, fostering loyalty and repeat business through attentive service and genuine care.
- Implemented strategies to optimize inventory management, reducing waste and increasing cost savings.
- Conducted regular staff trainings on guest relations best practices, elevating the overall level of service provided by team members.
Call Center Representative
Telnet Connect
02.2021 - 02.2022
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
Dispatcher Coordinator
Empire Confectionery Ltd
04.2009 - 01.2021
- Enhanced dispatch efficiency by implementing a new scheduling system and optimizing routes.
- Reduced response times by streamlining communication between dispatchers and field personnel.
- Improved customer satisfaction with timely and accurate dispatching of service requests.
- Coordinated schedules for multiple teams, ensuring optimal coverage during peak hours.
Education
Certification in Call Centre - Call Centre Management
Learning Planet
05.2024
Certification - Tourism And Travel Management
International Travel College of New Zealand
05.2019
Skills
- Exceptional communication
- Complaint Handling
- Feedback collection
- Guest Relations
- Brand representation
- Report Preparation
- Customer Service
- Flexible Schedule
- Issue Resolution
- Guest Orientation
- Emergency Response
- First Aid Training
- Documentation And Reporting
- Meeting Organization
- Celebrity Guest Support
- Reliability
- Adaptability and Flexibility
- Teamwork and Collaboration
Timeline
Guest Experience Specialist
Auckland Airport
03.2023 - Current
Call Center Representative
Telnet Connect
02.2021 - 02.2022
Dispatcher Coordinator
Empire Confectionery Ltd
04.2009 - 01.2021
Certification in Call Centre - Call Centre Management
Learning Planet
Certification - Tourism And Travel Management
International Travel College of New Zealand
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