Ruta Peneueta
Otara,Auckland
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking and research abilities. Background in the field roles with high-volume customer demands.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Care Representative
New Zealand Post
East Tamaki, Auckland
09.2019 - Current
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Built sustainable relationships of trust through open communication with customers.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Assisted customers in navigating through website features and functions to locate desired information or products.
- Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests.
- Identified opportunities to upsell additional services when appropriate.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Processed orders accurately and efficiently according to established procedures.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Delivered customer support to high call load each shift.
- Educated customers where applicable to alleviate need for future contact.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Developed creative solutions to resolve complex problems quickly while minimizing cost impacts on the company.
Administrative Coordinator
St Peter Chanel Catholic Church
Clover Park, Auckland
10.2017 - 10.2022
- Maintained calendars for multiple executives.
- Ordered office supplies as needed to maintain adequate inventory levels.
- Processed invoices from vendors in a timely manner according to company policies.
- Compiled data from multiple sources into spreadsheets or databases for analysis.
- Provided assistance during special projects or events as needed.
- Maintained office supplies by checking inventory and ordering items.
- Made copies, sent faxes and handled all incoming and outgoing correspondence.
- Prepared agendas and took notes at meetings to archive proceedings.
Supervisor Apparel/Checkout Supervisor
The Warehouse Limited
Botany , Auckland
03.2008 - 12.2012
- Directed and supervised team of 15 employees in daily operations.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Performed monthly inventory checks to ensure sufficient stock levels for all products.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Collaborated with other departments to coordinate workflow processes between teams.
- Participated in conferences related to industry trends or organizational developments.
- Responded to customer questions regarding products, prices and availability.
Education
Bachelor of Health Science - Double Major Health Promotion And Psychology
Auckland University of Technology
Auckland, NZ06-2018
Skills
- Contract negotiation expertise
- Inbound Customer Service
- Conflict Mediation
- Security verification
- Order Processing
- CRM Software
- Problem Resolution
- Complaint Handling
- Product Knowledge
- Adaptive team player
- Critical Thinking
- Microsoft Outlook
- Customer Service
Certification
- Certificate: Applied Transactional Analysis - Auckland University of Technology 6/2018
- Certificate: Financial Planning and Services - Vaka Tautua 9/2018
- Certificate: Faith and Money Matters - Faith and Money Matters 6/2024
Affiliations
- Active in community initiatives
- Volunteering for many non profit organizations and charities
- Project KohiKohi -Gathered, collated and Date Analysis.
Languages
English
Native/ Bilingual
Samoan
Native/ Bilingual
NZSL
Limited
References
References available upon request.
Timeline
Customer Care Representative
New Zealand Post
09.2019 - Current
Administrative Coordinator
St Peter Chanel Catholic Church
10.2017 - 10.2022
Supervisor Apparel/Checkout Supervisor
The Warehouse Limited
03.2008 - 12.2012
Bachelor of Health Science - Double Major Health Promotion And Psychology
Auckland University of Technology
Similar Profiles
Eric JunEric Jun
Parcel Officer at New Zealand PostParcel Officer at New Zealand Post
Wesley Nevalagi-TalagiWesley Nevalagi-Talagi
General Freight Investigator at New Zealand PostGeneral Freight Investigator at New Zealand Post
Salafaia TyrellSalafaia Tyrell
Customer Investigations Representative at New Zealand PostCustomer Investigations Representative at New Zealand Post