Siuea Tuivaiti
Auckland,New Zealand
Summary
With nearly 8 years of experience at Qantas Airways, I have acquired extensive knowledge and expertise in the airline industry. Proficient in utilizing Amadeus GDS, I have received comprehensive training across various domains including ticketing, refunds, disrupts, customer care, and baggage handling. Currently, my role involves assisting numerous travel agents throughout Aotearoa New Zealand who frequently engage with the Qantas network. Embracing challenges, I find immense satisfaction in this position. As a dedicated professional, I prioritize customer service and consistently strive to deliver the highest quality assistance to all individuals I interact with.
Overview
11
11
years of professional experience
Work History
Sales Agency Support
QANTAS AIRWAYS
10.2019 - 05.2024
- Assisting NZ Travel Agents with bookings issued on Qantas ticket plate
- Providing authorities to waive reissue fees, cancellation fees etc as per BART rules
- Thinking outside the box but still within policy regulations to assist travel agents receive the best outcome for any complex issues
- Provided exceptional customer service to Travel Agents via email and phone.
- Disrupts handling for travel agent bookings affected within 24hrs before travel
- Attended Sales Conferences and Qantas Roadshows to answer questions to assist travel agents who use different GDS systems
- Assisted Qantas Groups when Groups agent was on annual leave or sick leave with Group bookings.
- Worked with other personnel across the Qantas network to create and improve support processes.
- Communicated and escalated critical issues to support visibility among development teams.
Check-Out Operator & Supervisor
PAKnSAVE PAPAKURA
03.2020 - 11.2020
- When COVID hit, our Qantas Sales Team only had enough work for 1 person to work full time hours, so I offered to look for a short-term job elsewhere while still employed by QF on subsidy pay
- I served customers from all walks of life who were at the time dealing with the shock of COVID
- As frontline staff I scanned customers’ groceries, ensured customers were adhering to COVID restriction guidelines whilst also ensuring I was keeping a hygienic workspace
- Assisted with stocking shelves when our stock takers were short staffed
- Eventually becoming a supervisor for 6 months before resigning and going back to full time work with Qantas
- As a supervisor I obtained a liquor license which gave me the authority to permit the sale of alcohol in store
- Assisted customers with refunds and/or complaints
- Ensuring my staff were all on site and providing briefing before shift
- Allocating break times and finding cover if an employee called in sick.
Team Coach/Product Specialist
Qantas Airways
02.2018 - 10.2019
- Looked after a team of 15-20 reservations agents, assisting with product knowledge, pricing complex itineraries and taking passenger escalation calls
- Had 1 on 1 monthly reviews with agents regarding GDS skills, product knowledge and call evaluations
- Great knowledge of using GDS, pricing itineraries, issuing tickets and processing refunds.
- Expanded coaching to Qantas agents in South Africa, Philippines and Australia
- Assisted with responding to escalation emails to the CEO (at the time) Alan Joyce’s inbox.
Customer Care and Baggage Agent
Qantas Airways
06.2017 - 02.2018
- Assisting passengers with tracing delayed/missing bags using the Baggage Emulator system
- Communicating with airport baggage handlers and delivery companies for baggage pick up and delivery
- Creating cases using Salesforce for emergency expenses and passenger compensation/reimbursement
- Created cases for damaged bags/items and assessing the damage to provide customer with an outcome
- Customer Care consisted of assisting passengers who have submitted complaints through qantas.com
- Making call outs to passengers to rectify any unsatisfactory services provided
- Providing solutions and ensuring customer is happy with outcome
- Seeing through a case/complaint until its officially closed.
Reservations Agent/ Prorates Officer
Qantas Airways
05.2016 - 06.2017
- First role with Qantas consisted of servicing passengers' bookings (AU Domestic and International) over the phone.
- Pricing itineraries, providing quotes and on occasion building manual TSTs
- Assisted with Disrupt call-outs to inform passengers of new flight details and or arrange new flights and accommodation
- Actioning call-outs to offload passengers for a variety of reasons, ie; payload, over sale, change of aircraft
- Prorates Officer: I did a little work as a Prorates officer before applying for the Team Coach role
- Prorates role was responsible for recovering charges from other airlines who Qantas had to recover and deliver delayed baggage for.
- Sending bills to each airline and calculating costs sent to Qantas from the delivery companies
- Providing regular updates to the Operations Manager regarding revenue recovered.
Customer Service and Sales Consultant
Sitel NZ (NRMA Insurance)
06.2013 - 12.2015
- Dealing with new and existing customers' car and home insurance policy inquiries
- Up selling new policies
- Assisted with training new consultants
- Handling customer escalations/complaints
- Taking credit card payments over the phone
- Strong sales drive in target driven environment.
Education
Bachelor of Arts - Pacific Studies
University of Auckland
Auckland, NZ11.2014
NCEA Levels 1, 2 and 3 -
Sir Edmund Hillary Collegiate
Auckland, Auckland12.2010
Skills
- Strong Customer Service and Sales Ability
- Exceptional Leadership Skills
- Complaint resolution
- Product Knowledge
- Customer Relations
- Airline Policies
- Exceptional communication
- Team Leadership
- Problem-Solving
- Attention to Detail
Accomplishments
- NCEA Levels 1, 2 and 3
- Inspired Entrepreneur Experience Programme Leadership Award
- Counties Manukau Police Programme
- NZ Sunday School Examination 2nd Place
- MVP of the Month, August 2015
References
- Janie Smith, Team Leader Sales Support, Qantas Airways, 021 029 89978, janiesmith@qantas.com.au
- Pepe Naduva, Team Leader Reservations, Qantas Airways, +61 0411102447, pepenaduva@qantas.com.au
Hobbies and Interests
Church active person, I am a Youth Leader, Treasurer and a Sunday School Teacher at Panmure Samoan Congregation Church. I currently play for the Otara Scorpion Women’s Rugby League team.
Languages
Samoan
Native or Bilingual
Timeline
Check-Out Operator & Supervisor
PAKnSAVE PAPAKURA
03.2020 - 11.2020
Sales Agency Support
QANTAS AIRWAYS
10.2019 - 05.2024
Team Coach/Product Specialist
Qantas Airways
02.2018 - 10.2019
Customer Care and Baggage Agent
Qantas Airways
06.2017 - 02.2018
Reservations Agent/ Prorates Officer
Qantas Airways
05.2016 - 06.2017
Customer Service and Sales Consultant
Sitel NZ (NRMA Insurance)
06.2013 - 12.2015
Bachelor of Arts - Pacific Studies
University of Auckland
NCEA Levels 1, 2 and 3 -
Sir Edmund Hillary Collegiate
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