Tangi Viro
Auckland,AUK
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Aioi Nissay Dowa Insurance Group Ltd
09.2023 - 11.2024
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Handled all customer inquiries and ensured that my responses are consistent, prompt, and fair.
- Ensuring compliance with the business processes.
- Customized sales pitches to match customer needs, leading to higher conversion rates.
- Adherence to key performance indicators (KPIs), including service levels,
- Excelled in meeting my call durations to be under 4mins
- Obtain customer information by answering inbound and outbound telephone calls, and verifying information.
- Educate customers by explaining procedures, benefits, terms, and answering questions; providing information.
- Perform administrative tasks, such as maintaining records and handling policy renewals.
- Identifying customers' needs, clarifying information, researching issues, and providing solutions.
- Processing policy applications and requests for changes.
- Handling policy and premium inquiries from customers and dealers.
- Following up on lapsing unpaid policies.
- Following up on missing policy documentation.
- First-time resolution, which ensures the needs of our customers are satisfied.
- General administration tasks.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Senior Relationship Officer
Westpac Fiji (2008 - 2023)
12.2019 - 05.2023
- As a Senior Relationship Officer, I facililated meetings and discussions between clients, sales and followed through at all times.
- Responsible for managing a customer contact plan, addressing service requests efficiently, tailoring services to meet client needs, and maintaining compliant customer files
- Ensures accurate documentation for faster processing, actively researches new opportunities, and encourages referrals to drive business growth
- Monitored, followed-up and escalated cases to meet customer response commitments.
- Managed a portfolio of high-value clients, ensuring their financial needs were met through tailored investment strategies.
- Improved client onboarding experience by streamlining documentation processes and setting clear expectations from the outset.
Business Manager
Westpac Fiji
01.2015 - 12.2019
- Led a high-performing team of 12 members, overseeing portfolios ranging from $19m to $35m within the Corporate & Business Banking Department
- Nominated for the 'Most Innovative Bankers Award' by the Fiji Institute of Bankers in 2014
- Provided mentorship under Westpac's Graduate Program. (Brand Champion)
- Ensured robust people management disciplines, facilitated customer visitations, and served as a key contact for lending, supporting Business Banking Managers across diverse sectors
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Successfully managed organizational change initiatives, minimizing disruptions to daily operations while achieving desired outcomes.
- Assisted with hiring process and training of new employees.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Streamlined business processes by implementing new project management tools and techniques.
- Enhanced customer satisfaction levels by implementing an effective feedback system and addressing concerns promptly and efficiently.
Business Analyst
Westpac Fiji
05.2013 - 12.2014
- Efficiently managed administrative tasks and project workflows within Business & Corporate Banking, ensuring timely production of essential reports and materials vital for business operations
- Collaborated closely with Human Resources to oversee various HR functions including leave management, medical reimbursements, and staff entitlements
- Actively liaised with multiple departments, implementing process improvements to enhance efficiency and compliance standards
- Played a key role in fostering partnerships, organizing team events, and ensuring clear communication across the business units
- Additionally, provided invaluable support to Bank Managers on intricate HR matters, contributing to a nuanced understanding of people management and performance
Customer Financial Services Representative
Westpac Fiji
05.2008 - 10.2012
- Provided comprehensive financial advice and tailored product recommendations to walk-in customers, effectively managing account openings and fostering proactive client conversations
- Met KPI targets by Cross-selling banking products e.g. Internet Banking and Mobile Banking.
- Ensure that all compliance with regulatory guidelines, are met and within protocols.
- Recognized for exceptional performance with the 1st Quarter Pacific Banking Shining Star Award in January 2012
- Worked closely with sales representatives to onboard new customers while addressing any concerns that may arise.
- Enhanced customer satisfaction by addressing and resolving financial inquiries in a timely manner.
- Educated customers on available products and services, tailoring recommendations based on individual needs and preferences.
- Maintained up-to-date knowledge of industry trends and best practices, utilizing insights to inform decision-making processes.
- Identified potential fraudulent activity, implementing security measures to protect customer accounts.
Education
Bachelor of Arts - Banking & Finance and Economics - Double Major
University of The South Pacific
Fiji Island04-2007
Foundation - Social Science
University of The South Pacific
01.2002
Skills
- Account updating
- Complaint resolution
- Scheduling
- Customer consulting
- Complaint handling
- Email management
- Diary Management
- Staff training
- Multitasking and organization
- Call center operations
- Relationship building
- Sales expertise
- Punctuality and reliability
- Positive and professional
- Negotiation strategies
- Product sales
- Quality assurance controls
- Courteous demeanor
- Problem-solving
- Task prioritization
- Team collaboration
- Customer service
References
Will be provided upon request.
Accomplishments
- Winner for Shining Star Award - Pacific Banking (2012)
- Nominee for most Innovative Banker Award (2014)
Languages
English
Full Professional
Fiji
Native or Bilingual
Interests
- I enjoy helping others and giving back to the community
- Cooking
- Gardening
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Passionate about balancing physical health with mental and emotional wellness
- Crafting and DIY Projects
Timeline
Customer Service Representative
Aioi Nissay Dowa Insurance Group Ltd
09.2023 - 11.2024
Senior Relationship Officer
Westpac Fiji (2008 - 2023)
12.2019 - 05.2023
Business Manager
Westpac Fiji
01.2015 - 12.2019
Business Analyst
Westpac Fiji
05.2013 - 12.2014
Customer Financial Services Representative
Westpac Fiji
05.2008 - 10.2012
Foundation - Social Science
University of The South Pacific
Bachelor of Arts - Banking & Finance and Economics - Double Major
University of The South Pacific
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