PUAFITI BROWN
Trentham,UPPER HUTT
Summary
I am an enthusiastic, motivated and communicative Customer Service Representative / Service Desk Analyst, with extensive experience in industry. I am committed to delivering utmost level of integrity, reliable, and friendly customer service.
I am ready for a change and am keen to work in an environment where I can offer outstanding customer service & Service Desk support. It is what I am passionate about. I’m interested in pursuing a new career path. I'm up for the challenge of developing the skills I have and learning new ones.
Solid team player with upbeat, positive attitude in maintaining customer satisfaction and contribute to company success.
History managing large amounts of inbound calls and outbound calls. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Customer Service Representative /Service Desk Analyst
Royal NZ Police College
Porirua , Wellington
10.2017 - 10.2022
- Data Entry - Maintain Database by entering and update customers account and information
- Provide first level support; document each call, verifying customer information, and including all troubleshooting steps.
- Evaluated customer account information to assess current issues and determine potential solutions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Set up and activated customer accounts.
- Engaged in conversation with customers to understand needs, resolve issues and answer questions.
- Trained new staff on customer service protocols and best practices thoroughly.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided first-level support for hardware and software issues across various departments.
- Collaborated with IT teams to implement system upgrades and patches effectively.
- Trained new staff on service desk procedures and customer service best practices.
- Analyzed recurring issues to suggest improvements in processes and workflows.
- Provided first-level technical support to customers with IT related issues.
- Troubleshot and resolved hardware, software, network, and peripheral device problems.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
Customer Service Representative/ Receptionist
Travelodge Hotel
Wellington, Wellington
01.2017 - 09.2017
- Interacted with customers on a daily basis with excellent Problem-solving abilities.
- Supported team members in presenting upper management with ideas for improvements.
- Communicate directly with customers in the hotel and ensure their stay experience is pleasant, productive, and memorable, and to mediate any situations that may have escalated.
- Greet Customers warmly and resolve complaints.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Documented conversations with customers to track requests, problems and solutions.
- Interviewed customers regarding issues and reported feedback to management team.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
Customer Service Representative/Service Desk
Datacom
Wellington , Wellington
09.2014 - 12.2016
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
- Documented solutions and troubleshooting steps.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
- Responsible for assisting other agents as needed.
- Participate in team/service desk special projects; may develop, define, and communicate user and technical policies.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained positive working relationship with fellow staff and management.
- Provide first level support; document each call verifying customer information and including all troubleshooting steps.
- Maintained accurate records of customer interactions, inquiries, and resolutions in the helpdesk database.
- Documented customer interactions accurately for future reference.
- Assisted in training new representatives on company policies and procedures.
- Escalated complex issues to senior staff for further assistance.
- Participated in regular team meetings to discuss service improvements.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Activities Assistant
Bupa
Whitby , Porirua
03.2014 - 08.2014
- Coordinated group activities and events for residents to enhance engagement.
- Assisted in planning and executing recreational programs tailored to individual needs.
- Collaborated with staff to ensure a safe and welcoming environment for participants.
- Maintained accurate records of resident participation and feedback for future events.
- Supported residents in participating in physical, social, and cognitive activities daily.
- Communicated regularly with families regarding activity schedules and resident involvement.
- Trained new team members on activity protocols and engagement strategies effectively.
- Kept activities spaces organized, clean and tidy.
- Provided one-on-one assistance with activities for those who needed it.
- Maintained records of all activity participation.
- Participated in special events such as birthday celebrations, holiday parties.
- Upheld positive quality of life standards for residents of all ability levels.
- Developed relationships with families and other members of the community to further enhance recreational opportunities for residents.
- Organized and implemented activities to meet the individual needs of each resident.
- Assisted with transportation arrangements for offsite activities when required.
- Created an environment that was conducive to learning through interactive conversations and positive reinforcement techniques.
- Respected cultural diversity when interacting with individuals from different backgrounds.
Cafe Assistant
Bupa Stokeswood
Stokes Valley , Lower Hutt
01.2013 - 12.2013
- Took inventory of supplies and equipment, placing requisitions for purchases to maintain stock levels.
- Made sure guests and residents were satisfied with meals, taking swift action to correct problems.
- Operated industrial dishwasher, washing glassware and small items by hand ..
- Enthusiastically engaged customers during busy periods to keep mood light and fun.
- Processed take away orders efficiently while adhering to company policies and procedures.
- Adhered strictly to hygiene protocols while working within the cafe kitchen area.
- Ensured customer satisfaction by providing excellent service and responding promptly to inquiries.
- Assisted in preparing coffee, tea and other beverages according to customers' orders.
- Maintained a clean and organized work environment, including countertops, tables, shelves and equipment.
- Stocked inventory of food items such as pastries, sandwiches and salads.
- Performed cashier duties such as handling payments, issuing receipts and counting money back to customers.
- Kept up-to-date with menus changes and specials offered at the cafe.
- Greeted customers upon their arrival at the cafe and provided them with menu options.
- Set up dining areas for guests prior to their arrival including arranging tables, chairs and silverware.
- Assisted in keeping track of inventory levels for all food items used in the cafe kitchen.
- Communicated effectively with colleagues in order to ensure smooth operations throughout shifts.
- Followed health and safety regulations when handling food items or operating machinery.
- Trained new staff members on proper procedures related to food preparation, storage and service.
Education
GED -
Victoria University
Wellington GED -
Naenae College
Lower Hutt GED -
Scared Heart College
Lower Hutt Skills
- Communication skills
- Data Entry
- Appointment Scheduling
- Excellent Customer Service
- Typing Proficiency
- Multi-Task
- Positive and Professional
- Team Development
- Attention to detail
- Adaptive Team Player
- Time management skills
- Willingness to learn / Fast Learner
- Confident communicator
- Problem solving
- Inbound and outbound calling
- Researching
- Recordkeeping strengths
- Complaint handling
- Dispute resolution
- Customer relations
- Filing
- Computer proficiency
- Training development aptitude
- Brand representation
- Project management
- Prioritization
- Call documentation
- System upgrades
- First-level support
- Process improvement
Referees
Karin (BUPA Whitby Manager) 0272374570
Cindy (Police College) 0221768957
Dan (Datacom) 0274538679
Timeline
Customer Service Representative /Service Desk Analyst
Royal NZ Police College
10.2017 - 10.2022
Customer Service Representative/ Receptionist
Travelodge Hotel
01.2017 - 09.2017
Customer Service Representative/Service Desk
Datacom
09.2014 - 12.2016
Activities Assistant
Bupa
03.2014 - 08.2014
Cafe Assistant
Bupa Stokeswood
01.2013 - 12.2013
GED -
Victoria University
GED -
Naenae College
GED -
Scared Heart College