Roslyn Tupou
Onehunga,AUK
Summary
Customer service representative with a strong focus on resolving customer issues and enhancing team performance. Experience includes training new staff and managing escalated inquiries, ensuring high-quality support. I am also very committed to maintaining a clean and efficient workplace while fostering a collaborative team environment.
Overview
14
14
years of professional experience
Work History
Customer Service
New Zealand Couriers
01.2015 - Current
- As a customer service representative at New Zealand Couriers, I started in our Inbound Team taking inbound calls.
- I later joined the Investigations Team. As an investigator I made outbound calls to customers who made queries regarding lost or damaged packages.
- Assisted customers in locating packages and communicated resolution of issues.
- I was then promoted to 2IC for the Inbound Team.
- As a 2IC I gained management skills, assisting my Team Leader in helping the Inbound Team, training new customer service representatives, dealing with customer escalations & running key performance indicator reports for the team.
- I also worked as a Part Time Despatcher where I dealt with Auckland Region contractors and communicated with NZC Branches Nationwide.
- I also worked part time in our Freight Office dealing with freight where I would have to repack items & also sort them to the various destinations they were addressed to.
- I gained experience working with Microsoft Excel and Data Entry.
- While working with NZC I attended the Great Scott Company ‘Great Customer Service Workshop’ where I learnt how to handle irate customers.
- Developed and implemented customer service policies that enhanced service quality and consistency.
- Analyzed customer feedback to identify areas for improvement in service standards.
- Provided quality customer service while interacting with clients.
- Provided customer service support for existing clients.
Receptionist
Vibe Fitness
01.2012 - 01.2014
- During my years in high school, I worked as a receptionist for my local gym, Vibe Fitness.
- Assisted gym members and signed up new members while overseeing cash register operations.
- Gained valuable experience in customer service through direct interactions with gym members.
- Ensured cleanliness of gym facilities by sanitizing showers and toilets, wiping down equipment, vacuuming floors, and mopping changing rooms.
- Working part time while still in school helped me with my time management and organisation skills.
Education
High School Diploma -
Onehunga High School
24 Pleasant Street, Onehunga, Auckland 11-2014
Skills
- Team leadership
- Call center operations
- Complaint resolution
- Effective communication
- Problem solving
- Attention to detail
- Training new staff
- Organizational skills
- Customer service focus & Excellence
References
- Moina Maru, Customer Service Team Leader, 09 526 3100 ext. 63445 moina.maru@nzcouriers.co.nz
- Christina Hopkinson, Customer Service Team Leader, 021393415, 09 5263100 ext. 63418 christina.hopkinson@nzcouriers.co.nz
Affiliations
I am currently serving as a Youth Leader for my church since 2023. once a week i lead activities to help them socialise & build self confidence.
Timeline
Customer Service
New Zealand Couriers
01.2015 - Current
Receptionist
Vibe Fitness
01.2012 - 01.2014
High School Diploma -
Onehunga High School