Summary
Overview
Work History
Education
Skills
References
References
Timeline
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Tegan Tuala

Tegan Tuala

Auckland,AUK

Summary

I am a dedicated and experienced customer service professional seeking a challenging role in a reputable company where I can utilize my exceptional skills to exceed client expectations, contribute growth to the company and enhance my professional career.

Overview

9
9
years of professional experience

Work History

Customer Service Team Leader

Autex Industries
Avondale , Auckland
07.2021 - 12.2023
  • Drafted reports summarizing weekly performance metrics of the team members.
  • Conducted performance reviews for customer service staff on a regular basis.
  • Applied best practices for problem resolution to improve turnaround time for each request.
  • Scheduled, assigned, and monitored daily work activities of customer service team members.
  • Prepared and sold broad range of customized merchandise to individuals and commercial accounts.
  • Analyzed call volume trends and implemented strategies to improve efficiency of the team.
  • Increased customer satisfaction ratings and accuracy on order entry by effectively coaching, answering questions, suggesting effective solutions and resolving issues quickly.
  • Assisted in developing policies and procedures related to customer services operations.
  • Assisted with recruiting and hiring perspective candidates.
  • Encouraged team members to provide feedback on how they can better serve customers' needs.
  • Held monthly meetings with associates to provide constructive feedback on performance.
  • Coordinated training sessions for new customer service personnel.
  • Set attainable daily, weekly and monthly goals and game plans.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

CUSTOMER SERVICE COORDINATOR

AUTEX INDUSTIRES
04.2019 - 07.2021
  • Entering and processing customer orders within a timely manner
  • Answering customer calls and emails
  • Utilizing multiple systems daily
  • Building strong relationships internally and externally
  • Strong knowledge of products both acoustics and insulation
  • Processing credits and returns
  • Understanding customer needs
  • Upselling products, and also offering alternatives due to manufacturing schedules
  • Reporting daily order status/figures
  • Calculating freight quotes for customers both couriers and road transport
  • Communicating with various third parties such as NZC, Mainfreight and DHL.

New Business tele sales

New Zealand Couriers
05.2016 - 03.2019
  • Cold Calling 150-200 per week
  • Hunting for new business daily
  • Achieving monthly targets
  • Customer interaction (verbally and face to face)
  • Building and maintaining customer relationships
  • Looked after 4 different areas within New Business
  • System installs
  • Insuring all KPIS are met
  • Experience using CRM
  • Reporting including DIFOT reports, pricing proposals, pricing
  • Reporting including DIFOT reports, pricing proposals, pricing audits, graphs, pivot graphs, label matches.

Customer service

PBT Transport
12.2014 - 04.2016
  • Taking over 200+ calls per day
  • Complaint handling
  • Insuring I am understanding customer needs
  • Active listening
  • Customer solutions
  • Upselling/Sales support
  • Reports and documentation
  • Effective questioning.

Education

Skills

  • Extensive knowledge of customer service, face to face or on the phone
  • Decision making
  • Effective communicator, face to face or on the phone
  • Ability to build multi-level business relationships with all levels
  • Resilience and easily adaptable
  • Problem solver
  • Strong business acumen
  • Ability to work well under pressure
  • Experience in Microsoft products (Office, Powerpoint, Excel)
  • Order Fulfillment
  • Report Preparation
  • Report Generation
  • Complaint Resolution
  • Shipping and Receiving Understanding
  • De-Escalation Techniques
  • Order Processing
  • Employee Coaching
  • Process Improvement
  • Customer Relationship Management (CRM)
  • Calm Under Pressure
  • Teamwork and Collaboration
  • Complaint Investigation
  • System Implementation
  • Multi-Line Phone Systems
  • Account Updating
  • Customer Account Management
  • High-Energy Attitude
  • Business Development Understanding
  • Product Knowledge
  • Policies and Procedures Adherence
  • Inbound and Outbound Calling
  • Product Recommendations
  • Understanding Customer Needs
  • Calm and Professional Under Pressure

References

References available on request.

References

References available upon request.

Timeline

Customer Service Team Leader

Autex Industries
07.2021 - 12.2023

CUSTOMER SERVICE COORDINATOR

AUTEX INDUSTIRES
04.2019 - 07.2021

New Business tele sales

New Zealand Couriers
05.2016 - 03.2019

Customer service

PBT Transport
12.2014 - 04.2016

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Tegan Tuala