Sarai Vavauoti
Papatoetoe,AUK
Summary
Proven track record in enhancing customer loyalty and streamlining service operations, exemplified during my tenure at Auckland Council. Leveraging excellent communication and Salesforce proficiency, I adeptly handled complex inquiries and fostered significant relationships, demonstrating a natural rapport with diverse clientele and a commitment to excellence in problem-solving.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Auckland Council
Manukau, AUK
02.2021 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Skillsets: Auckland Transport, Rates, Waste, RM (Animal management, Noise, RT) Stormwater, Cemeteries, CPM & CSI
Assembly Line Worker - Part Time
Fisher & Paykel Healthcare Limited
09.2020 - 02.2021
- Kept work area clean, neat and organized to prevent accidents, mishaps and misplaced tools.
- Inspected and tested components, assemblies and power tools for proper functionality.
- Kept work areas clean by removing trash and debris and organizing all tools in preparation for next shift.
- Boxed, labeled and transported items to support assembly operations.
- Worked closely with others in team-oriented settings to maintain line productivity.
- Used established assembly instructions to complete jobs quickly, accurately and with zero errors.
Customer Service Representative
Fisher and Paykel Aplliances
Highbrook, Auckland
10.2018 - 07.2019
- Entered customer interaction details in to track requests, document problems and record solutions offered
- Responded to customer requests for products, services and company information
- Communicated with vendors regarding back order availability, future inventory and special orders
- Provided primary customer support to internal and external customers in fast-paced environment
- Maximized customer satisfaction by organizing appliance repairs, replacements and deliveries
Customer Service Representative
NZ Post Group
Auckland, Auckland
02.2016 - 10.2018
- 2IC: Focus on KPIs to ensure every individual is in check with their daily stats and making things a bit more fun and energetic in the work environment
- Scheduled weekly inventory pickups and deliveries with vendors
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Recommended products and services aligned with customers' needs and preferences
- Described product to customers and accurately explained details and care of merchandise
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Directed calls to appropriate individuals and departments
- Answered an average of 100 plus calls per day by addressing customer inquiries, solving problems and providing new product information
Customer Service Representative
NZ Couriers
Penrose, Auckland
05.2014 - 02.2016
- Provided timely and effective replacement of damaged or missing products to further investigate and assess customers enquiries.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Supported customers and fielded questions regarding merchandising and pricing.
- Recommended alternative items if product was out of stock.
- Played a vital role as a fleet assistant; complaints and drivers enquiries
- Track and trace
- Inbound call centre
Customer Service Representative
Sky Network Television Limited
Auckland, Auckland
11.2012 - 05.2014
- Resolved customer inquiries and complaints in a timely and empathetic manner.
- Monitoring billing for senior citizen customers who 're unable to utilise online banking and providing alternative payment arrangements
- Directed calls to appropriate individuals and departments.
- Answered product questions with up-to-date knowledge of sales and store information
- 2IC for the team whilst TL's are in a meeting/away as well as keeping with the teams stats to ensure KPIs are in check for the day/week
- In liaise with technicians to ensure bookings for customers are correctly booked and informed of and eta/rescheduled appointments etc
- Overlooked all skills such as billing, technical and media reach (collections)
Warehousing
OfficeMax
Auckland, Auckland
01.2006 - 12.2006
- Entered details such as payments, account information and call logs into the computer system.
- Pick and pack company order supplies
- Responded to customer requests via telephone and email.
- RN Scanner
- Carried out stock taking duties in according to company requirements
- The ability to work quickly to meet production targets
- Excellent team working skills and the ability to work as an individual
Education
National Certificate In Supervision - Level 5
New Zealand Management Academies
Auckland, Auckland2012
National Certificate In Contact Center And Employment Skills - Level 3
NZMA
Auckland, Auckland2011
National Certificate In Business And Employment Skills - Level 4
NZMA
Auckland, Auckland2011
Skills
- Excellent communication skills
- Excellent computer skills
- Proficient problem solving
- Natural ability to build rapport with customers from diverse cultures
- Ability to build professional relationships with customers
- Efficient administration skills
- Excellent ability to network and liaise with companies
- Used the IPFX Director Soft-phone System
- Can-Do attitude and always willing to help
- Extensive product knowledge and attention to detail
- Used the Salesforce data system fofor data processing, enquiries and data
Work Experience
Xmas In The Park (Current/Casual/Seasonal)
- Ticketer
- Proficiently operated cash register and demonstrated effective Eftpos and cash handling skills
- Provided friendly and proficient customer service
Cancer Society Daffidol Day
Customer Service Representative (Outbound)
Sep 2011
Duties:
- Inbound and Outbound contact center skills
- Data entry skills
- Able to communicate with customers from a call center environment
- Able to maintain and build rapport within a team environment
- Competent in all MS Office Software
Timeline
Customer Service Representative
Auckland Council
02.2021 - Current
Assembly Line Worker - Part Time
Fisher & Paykel Healthcare Limited
09.2020 - 02.2021
Customer Service Representative
Fisher and Paykel Aplliances
10.2018 - 07.2019
Customer Service Representative
NZ Post Group
02.2016 - 10.2018
Customer Service Representative
NZ Couriers
05.2014 - 02.2016
Customer Service Representative
Sky Network Television Limited
11.2012 - 05.2014
Warehousing
OfficeMax
01.2006 - 12.2006
National Certificate In Supervision - Level 5
New Zealand Management Academies
National Certificate In Contact Center And Employment Skills - Level 3
NZMA
National Certificate In Business And Employment Skills - Level 4
NZMA