Roseland Tonga
Auckland,AUK
Summary
Personable and dedicated Customer Service Representative with extensive experience in Contact Centre, Freight, Support worker and Reservations industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
I have learned that change is inevitable whether I created it or it was forced upon me, and by surrounding myself with positive people my future goals can be achieved.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Air New Zealand
Auckland, Auckland
03.2021 - 08.2023
- Assisted customers via phone by providing confirmations, answering questions and offering general information.
- Assisted customers with ticket purchases, trip planning, pricing and scheduling.
- Entered information in Wiki, Qik system to maintain updated details related to customer ticket orders, reservations and payment method.
- Completed order transactions and generated travel documentation and detailed itineraries.
- Assisted customers with ticketing, seating, and baggage handling requirements.
- Verified passenger documentation ensuring compliance with applicable laws and regulations.
- Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Resolved customer complaints in a timely manner.
- Processed refunds, exchanges, and upgrades when necessary.
- Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Customer Service Support Specialist
YSSU (Youth Support Service Unit, Work and Income)
Mangere, Auckland
03.2020 - 03.2021
- Assisted with Youth Benefits via phone and email
- Grant and making decisions based on documents received from Youth workers
- Assist with different grants, clothes, food, accommodation etc.
- Liaise with Youth support worker ensure youth details upto date also living situations
- Assisting with emergency housing
- Assisted with Disability youth benefits and children.
- Transitioned clients to different providers based on progress or needs.
Customer Service Representative
TNT Freight
Auckland, Auckland
01.2019 - 02.2020
- Received requests from customers for freight quotes and provided estimates accordingly.
- Resolved disputes between customers and carriers regarding shipment issues.
- Ordered supplies or equipment to issue to personnel.
- Communicated with truck drivers about pick up and delivery schedules.
- Developed relationships with key suppliers to ensure quality service at competitive prices.
- Responded to customer messages in regards to delivery issues.
- Worked with other departments to ensure customer orders were fulfilled in a timely manner.
- Participated in training sessions designed to update knowledge related to industry changes.
- Tracked and traced air shipments in order to maintain current status information.
- Responded promptly to customer inquiries related to freight forwarding services provided.
Customer Service Representative
Salmat
Penrose, Auckland
10.2013 - 11.2018
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated customer accounts, addresses and contact information within call management databases.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Supported sales team members to drive growth and development.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Navigated through computer systems to review information and respond appropriately to callers.
Education
High School Diploma -
Onehunga High School
Onehunga12-2006
Skills
- Customer Service
- Youth Support
- Complaint Resolution
- Customer Retention
- Telephone Etiquette
- Call Centers
- Complaint Handling
- Documentation Management
- Reservation Procedures
- Computer Reservation Software
- Reservation Confirmation
- Freight Processing
- Communication Proficiency
- Cargo Booking
- Shipment Tracking
- Positive Reinforcement
- Special Needs Understanding
Affiliations
- I have served as a youth Leader in our Church for over 10 years
- My passion is to help the rising generation to always make good choices they make today determine their destiny
- I ensure to balance my life with work family and religion
References
References available upon request.
Timeline
Customer Service Specialist
Air New Zealand
03.2021 - 08.2023
Customer Service Support Specialist
YSSU (Youth Support Service Unit, Work and Income)
03.2020 - 03.2021
Customer Service Representative
TNT Freight
01.2019 - 02.2020
Customer Service Representative
Salmat
10.2013 - 11.2018
High School Diploma -
Onehunga High School
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