Resitara Apa
Manukau,Auckland
Summary
High-performing Customer Application Officer with integrity and leadership skills. Applies knowledge and abilities to positively impact on Software Systems Report writing. Flexible in different situations and dynamic conditions. Works great under extreme stress and deadlines.
Overview
28
28
years of professional experience
Work History
CUSTOMER APPLICATION OFFICER
Priava - Momentus Technologies
Parramatta, Sydney, Australia
01.2017 - 05.2023
- System Development process, Account Management with Customer training, System Reporting development, Ensure customer issues and queries are addressed with Development and Production Teams, Onsite training, Identifying solutions and troubleshooting system
- Provided guidance to team members on how to effectively complete tasks within established timelines.
- Responded to emergency situations by dispatching appropriate personnel to address the incident.
- Analyzed data trends related to customer feedback surveys in order identify areas needing improvement.
- Participated in regular meetings with upper management regarding progress updates on current initiatives.
- Evaluated complaints and emergency-request information to determine response requirements.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Displayed strong telephone etiquette, effectively handling difficult calls.
CUSTOMER SERVICE
Salvation Army
Auburn, Sydney, Australia
01.2015 - 09.2017
- Open and Closing procedures, Supervise new staff, Ensure all policies and procedures are implemented, Customer assistance, Evaluate store items
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Recognized by management for providing exceptional customer service.
ANTI-DOPING OFFICER/ MENTOR
Oceania Regional Anti Doping Organisation
Pacific Region
01.2010 - 01.2017
- Implement all ORADO principals, Comply with ORADO Policies and Procedures, Confidential with all testings, Set up of Educational Programs, Cultural Sensitive towards athletes and audiences
- Monitored and evaluated mentees' progress, providing feedback and guidance to ensure success.
- Mentored individuals on professional development topics such as communication skills, problem-solving and goal setting.
- Provided advice to mentees on career paths, job opportunities and educational options.
- Facilitated group activities for mentors and mentees to build relationships and foster collaboration.
- Encouraged open dialogue between mentor and mentee pairs to promote trust, respect and understanding of different perspectives.
- Advised on methods for effective conflict resolution techniques to ensure productive working environments.
- Actively sought out ways to recognize outstanding performance from both mentors and mentees.
- Maintained up-to-date records of mentor and mentee interactions in order to track progress over time.
- Practiced motivational interviewing and timeline follow-backs to build mentor relationship with youth.
- Observed students during classroom activities to evaluate students' performance, behavior and social development.
- Planned and conducted orientation programs and group conferences to promote adjustment of individuals to new life experiences.
- Referred to tests, records and interviews to evaluate students' or individuals' abilities and interests.
- Instructed individuals in job search and application strategies, resume writing and interview skills.
SECRETARIAT
Pacific Sexual Diversity Network
Pacific Region
01.2010 - 01.2015
- Implementing Projects, United Nations Liaison Officer on Pacific Island LGBTIQA issues, Develop health and wellbeing programs to the UN, UNDP/UNESCO/UNAIDS policies to be implemented in country work frames and funding, Organize logistics for PSDN activities; programs develop an annual work plan and budget, Keep all PSDN members informed of all PSDN activities and programs, Follow up submission of activity, progress reports by implementing partners and members involved with PSDN work plans, Provide completed Narrative and Financial Acquittal Reports Ensure of all PSDN Activities, Mobilizing resources (Financial, Services or Goods) to further the mandate of the PSDN, Keep proper records of all the PSDN assets and other inventory and submit an Annual Report, Any other duties as directed by the Primary Supervisor, Understanding of Diverse cultures in the Pacific and Traditions
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
EXECUTIVE DIRECTOR (ACTING)
Samoa AIDS Foundation
Apia, Samoa
01.2007 - 01.2010
- Implementing Projects, Conducting Trainings and Workshops, Budgeting and Reporting, Advocacy, Project Work plans and Action plans, Project coordination, Programme and project planning, implementation, monitoring and evaluation, leading communication with Samoa AIDS Foundation international and local (Samoa) development partners, providing 'in-country' capacity building and technical assistance to community based organisations, vulnerable groups and education institutions, Seeking opportunities to grow the Samoa AIDS Foundation projects through international partners, Liaise with funders and donors, Oversee Country HIV Strategic Plan
- Developed and implemented strategic plans to ensure organizational growth and development.
- Cultivated relationships with key stakeholders, including board members, donors, sponsors, partners, and community leaders.
- Managed the organization's financial resources and operations to maximize efficiency and effectiveness.
- Coordinated special events such as conferences or workshops designed to raise awareness about the organization's mission.
- Maintained positive relationships with media outlets to increase visibility of organizational activities.
POULA THEATRE DIRECTOR
Samoa AIDS Foundation
Apia, Samoa
01.2007 - 01.2010
- Performing Arts implementation plan, Actors and staff hiring, Develop training programs for actors and stakeholders, Work Plan planning, Schedule planning, Liaising with Stakeholders, Capacity Building for Actors workshop (Planning and Implementation)
- Developed and executed a vision for artistic productions based on the script and budget.
- Scheduled rehearsals with actors and stage crew.
- Conducted auditions for cast members and selected performers for each role.
- Collaborated with designers on sets, costumes, lights, sound, makeup and special effects.
- Supervised technical staff to ensure that all equipment functions properly during performances.
- Managed budgets for productions while ensuring quality of results was maintained.
- Reviewed scripts to determine what changes were necessary to improve the story or characters.
- Created rehearsal schedules and organized daily activities of cast and crew members.
- Attended meetings with theatre management teams to discuss potential new plays or musicals.
- Ensured safety protocols were followed at all times during rehearsals and performances.
- Facilitated communication between cast, crew members during pre-production period through regular emails, meetings.
- Remained composed, polished and highly productive, even during moments of extreme stress to achieve optimal results.
RESTAURANT AND BAR MANAGER
PADDLES/EYE-SPY Restaurant and Bar
Apia, Samoa
01.2001 - 01.2007
- Organizing functions 10 - 200 pax, Liaising with Clients, Keeping Policy and Standards, Staff roistering, hiring and firing, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are well trained, Quality Control
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
RESTAURANT MANAGER
ESKY BAR
Sydney International Airport, Australia
01.1999 - 01.2001
- Stock control & Stock take, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing, Keeping Policy and Standards, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- Ensured compliance with all food safety regulations and sanitation standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Maintained detailed records of sales transactions and daily shift reports.
- Implemented effective marketing campaigns to increase revenue and improve brand awareness.
- Monitored stock levels of ingredients to ensure timely delivery of fresh produce.
- Performed regular maintenance checks on equipment to ensure proper functioning.
- Ordered supplies from vendors as needed while staying within budget guidelines.
- Adhered to all health department regulations regarding food storage and preparation.
- Provided exceptional customer service by anticipating guest needs before they arise.
- Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standards and procedures to employees.
- Updated computer systems with new pricing and daily food specials.
- Created detailed reports on weekly and monthly revenues and expenses.
- Trained front-of-house staff on restaurant policies and procedures, guest service techniques and communication skills to promote positive experiences.
- Resolved problems or concerns to satisfaction of involved parties.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Consistently maintained high levels of cleanliness, organization, storage and sanitation of food and beverage products to ensure quality.
ASSISTANTS BANQUETS MANAGER
Renaissance Hotel (5 Star)
Sydney, Australia
01.1998 - 01.1999
- Organizing functions between 20 - 200, Clientele Liaison, Invoicing & Billing, Supervision of Set-up & breakdown of functions, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing, Keeping Policy and Standards, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Organized special events such as conferences or training sessions for employees.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
RESTAURANT & FUNCTIONS ASSISTANT MANAGER/ FUNCTIONS COORDINATOR/ TRAINER
Powerhouse Museum
Sydney, Australia
01.1997 - 01.1998
- Organizing functions 10 - 200 pax, Liaising with Museum Coordinators, Keeping Policy and Standards, Staff Roster, hiring and firing, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- Ensured compliance with safety regulations and company policies.
- Managed customer service inquiries and complaints in a timely manner.
- Resolved conflicts between team members in an effective manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Identified cost-saving measures that could be implemented without compromising quality standards.
- Delegated daily tasks to team members to optimize group productivity.
- Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
ASSISTANT BANQUEST MANAGER/ FOYERS SUPERVISOR
AOTEA CENTRE
Auckland, New Zealand
01.1995 - 01.1997
- Supervising of 9 Bars, Training of Staff, Responsible for Opening / Closing Procedures for the Bars, Handling of Cash-up & floats, Ensuring high quality service is given to a maximum crowd of 500 - 1,000 within 15 minutes (intervals), Organizing functions between 200 - 2,000 pax, Clientele liaison, Invoicing & billing of functions, Supervision of Set-up & breakdown of functions, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Organized special events such as conferences or training sessions for employees.
- Monitored staff performance and addressed issues.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Recruited and hired qualified candidates to fill open positions.+
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Provided ongoing training to address staff needs.
- Resolved customer complaints and adjusted policies to meet changing needs.
- Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
- Coached staff members to develop long-term career goals.
- Maintained positive working relationship with fellow staff and management.
Education
Liberal Studies - Humanitarian
Australian Catholic University
Strathfield, Sydney04-2017
GED -
Leifiifi College
Samoa12-1991
Skills
- Community Relations
- Report Writing
- Reporting and Documentation
- Report Preparation
- Information Verification
- Strategic Planning
- Work Coordination
Training History
- ORADO Mentorship Program, 2014
- ORADO Master Educator Training, 2013
- Communications Training, 2012
- NZAF Human Rights Workshop, 2010
- Certificate of Human Rights Activists, 2010
- Certificate Adult Training 101 - 102, 2010
- Certificate Report Writing S326, 2010
- Certificate Train the Trainer, 2010
- Certificate Human Rights, 2010
- Research and Logistics, 2009
- HIV and AIDS Workshop, 2009
- Strategic Planning and Recommendations, 2009
- Strategic Planning, 2009
- HIV/AIDS Transformational Leadership Training (1), 2008
- HIV/AIDS Transformational Leadership Training (2), 2008
- HIV/AIDS Transformational Leadership Training (3), 2007
- Universal Access - HIV/AIDS Training, 2007
- HIV/AIDS Training, 2006
Professional Employment
- Priava - Momentus Technologies, Parramatta, Sydney, Australia, 2017 - Current, APPLICATION & CLIENT OFFICER, System Development process, Account Management with Customer training, System Reporting development, Ensure customer issues and queries are addressed with Development and Production Teams, Onsite training, Identifying solutions and troubleshooting system
- Salvation Army, Auburn, Sydney, Australia, 2015 - Ongoing, CUSTOMER SERVICE, Open and Closing procedures, Supervise new staff, Ensure all policies and procedures are implemented, Customer assistance, Evaluate store items
- Oceania Regional Anti Doping Organisation, Pacific Region, 2010 - 2017, ANTI-DOPING OFFICER/ MENTOR, Implement all ORADO principals, Comply with ORADO Policies and Procedures, Confidential with all testings, Set up of Educational Programs, Cultural Sensitive towards athletes and audiences
- Pacific Sexual Diversity Network, Pacific Region, 2010-2015, SECRETARIAT, Implementing Projects, United Nations Liaison Officer on Pacific Island LGBTIQA issues, Develop health and wellbeing programs to the UN, UNDP/UNESCO/UNAIDS policies to be implemented in country work frames and funding, Organize logistics for PSDN activities; programs develop an annual work plan and budget., Keep all PSDN members informed of all PSDN activities and programs., Follow up submission of activity, progress reports by implementing partners and members involved with PSDN work plans., Provide completed Narrative and Financial Acquittal Reports Ensure of all PSDN Activities, Mobilizing resources (Financial, Services or Goods) to further the mandate of the PSDN, Keep proper records of all the PSDN assets and other inventory and submit an Annual Report, Any other duties as directed by the Primary Supervisor, Understanding of Diverse cultures in the Pacific and Traditions
- Samoa AIDS Foundation, Apia, Samoa, 2007-2010, EXECUTIVE DIRECTOR (ACTING), Implementing Projects, Conducting Trainings and Workshops, Budgeting and Reporting, Advocacy, Project Work plans and Action plans, Project coordination, Programme and project planning, implementation, monitoring and evaluation, leading communication with Samoa AIDS Foundation international and local (Samoa) development partners, providing 'in-country' capacity building and technical assistance to community based organisations, vulnerable groups and education institutions, Seeking opportunities to grow the Samoa AIDS Foundation projects through international partners., Liaise with funders and donors, Oversee Country HIV Strategic Plan
- Samoa AIDS Foundation, Apia, Samoa, 2007-2010, POULA THEATRE DIRECTOR, Performing Arts implementation plan, Actors and staff hiring, Develop training programs for actors and stakeholders, Work Plan planning, Schedule planning, Liaising with Stakeholders, Capacity Building for Actors workshop (Planning and Implementation)
- PADDLES/EYE-SPY Restaurant and Bar, Apia, Samoa, 2001-2007, RESTAURANT AND BAR MANAGER, Organizing functions 10 - 200 pax, Liaising with Clients, Keeping Policy and Standards, Staff roistering, hiring and firing, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are well trained, Quality Control
- ESKY BAR, Sydney International Airport, Australia, 1999-2001, RESTAURANT MANAGER, Stock control & Stock take, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing, Keeping Policy and Standards, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- Renaissance Hotel (5 Star), Sydney, Australia, 1998-1999, ASSISTANTS BANQUETS MANAGER, Organizing functions between 20 - 200, Clientele Liaison, Invoicing & Billing, Supervision of Set-up & breakdown of functions, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing, Keeping Policy and Standards, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- Powerhouse Museum, Sydney, Australia, 1997-1998, RESTAURANT & FUNCTIONS ASSISTANT MANAGER/ FUNCTIONS COORDINATOR/ TRAINER, Organizing functions 10 - 200 pax, Liaising with Museum Coordinators, Keeping Policy and Standards, Staff Roster, hiring and firing, Stock control & Stock take, Handling of cash-up & floats, Responsible for Opening and Closing Procedures, Ensuring all staff are RSA Qualified (Responsible Service of Alcohol)
- AOTEA CENTRE, Auckland, New Zealand, 1995-1997, ASSISTANT BANQUEST MANAGER/ FOYERS SUPERVISOR, Supervising of 9 Bars, Training of Staff, Responsible for Opening / Closing Procedures for the Bars, Handling of Cash-up & floats, Ensuring high quality service is given to a maximum crowd of 500 - 1,000 within 15 minutes (intervals), Organizing functions between 200 - 2,000 pax, Clientele liaison, Invoicing & billing of functions, Supervision of Set-up & breakdown of functions, Training of Staff 50 - 200, Supervising functions, Staff roistering, hiring and firing
Personal Information
- Date of Birth: 05/27/74
- Marital Status: Single
References
- Ken MOALA, kenmoala@hotmail.com
- Joey MATAELE, joleenm10@hotmail.com
- Loleta TIEDEMANN, loleta.tiedemann@vinnies.org.au
Extracurricular Activities
Member of New Zealand First Aid Member of Samoa Red Cross Society Secretary of the Samoa AIDS Foundation Public Relations Director Samoa Fa'afafine Association (Samoan Transgender) Member of "Tamalii Productions" Board Member Samoa AIDS Foundation 2006 - 2007 Outrigger Samoa Member 2007 - 2008 Co-founder 'Project Queens' - Edutainment Pacific Island LGBTIQA Asia Pacific Transgender Network - Advisory Board Trans Health Blueprint Documentation
Training
- ESCAP - United Nations High Level Meeting, Bangkok, Thailand
- Being LGBTIQA United Nations, Bangkok, Thailand
- Asia Pacific Trans Health Blueprint, Bangkok, Thailand Kathmandu, Nepal
- 11th ICAAP, Bangkok, Thailand
- International AIDS Conference, Washington DC, USA
- 10th ICAAP, Busan, South Korea
- 2nd Asia Pacific Out Games Human Rights Conference, Wellington, New Zealand
- Gay Olympics Conference 2002, Sydney Australia
- 9th International Conference on AIDS Asia Pacific, Bali, Indonesia
- 2nd Pacific HIV Alliance, Suva, Fiji
- 20th Australian Society for HIV Medicine, Perth, Australia
- MSM Capacity Building Conference, Suva, Fiji
- 2nd Love Life Fono (GLBT), Auckland, New Zealand
- Male Sexual Health and HIV in Asia and the Pacific - International Consultation, New Delhi, India
- MSM Pacific Sexual Diversity Network Consultation, Apia, Samoa
Affiliations
- Traditional Dancer
- Creative Performance
- Cabaret Performer
- Master of Ceremonies
Languages
English
Professional
Samoan
Professional
Tongan
Elementary
Accomplishments
- Asia Pacific Transgender Health Blueprint - Co Author, Bangkok, Thailand 2010
- Head Mentor for Oceania Regional Anti Doping Organization , Suva, Fiji 2009
- Community Leader Excellence , Sydney Australia 2018
Timeline
CUSTOMER APPLICATION OFFICER
Priava - Momentus Technologies
01.2017 - 05.2023
CUSTOMER SERVICE
Salvation Army
01.2015 - 09.2017
ANTI-DOPING OFFICER/ MENTOR
Oceania Regional Anti Doping Organisation
01.2010 - 01.2017
SECRETARIAT
Pacific Sexual Diversity Network
01.2010 - 01.2015
EXECUTIVE DIRECTOR (ACTING)
Samoa AIDS Foundation
01.2007 - 01.2010
POULA THEATRE DIRECTOR
Samoa AIDS Foundation
01.2007 - 01.2010
RESTAURANT AND BAR MANAGER
PADDLES/EYE-SPY Restaurant and Bar
01.2001 - 01.2007
RESTAURANT MANAGER
ESKY BAR
01.1999 - 01.2001
ASSISTANTS BANQUETS MANAGER
Renaissance Hotel (5 Star)
01.1998 - 01.1999
RESTAURANT & FUNCTIONS ASSISTANT MANAGER/ FUNCTIONS COORDINATOR/ TRAINER
Powerhouse Museum
01.1997 - 01.1998
ASSISTANT BANQUEST MANAGER/ FOYERS SUPERVISOR
AOTEA CENTRE
01.1995 - 01.1997
Liberal Studies - Humanitarian
Australian Catholic University
GED -
Leifiifi College
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