Teuila Gaina
Avondale,Auckland
Summary
Personable and dedicated Customer Service Representative with extensive experience in telecommunication industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Associate Project Manager
Chorus Ltd
Level 5, 6 Graham Street
03.2023 - Current
- Conducted stakeholder interviews to identify project requirements and objectives.
- Managed day-to-day operations of projects while ensuring successful completion within established deadlines.
- Identified potential risks associated with assigned projects and developed mitigation strategies.
- Coordinated the efforts of internal and external teams to ensure successful delivery of projects.
- Monitored progress against established milestones and adjusted resources accordingly.
- Resolved conflicts between stakeholders in a timely manner to prevent delays or disruptions in workflow.
- Created comprehensive reports summarizing project successes, challenges, and recommendations for future improvement initiatives.
Campaign Provisioning Coordinator
CHORUS LTD
04.2022 - 03.2023
- Establish effective relationships with customers at multiple levels both internal stakeholders and external
- Resolve issues to meet customer requirements
- Provide excellent customer service to all customers via phone and email
- Deliver all the elements of the projects and our products within the Key Performance Indicators
- Ensure the required outcomes and deliverables of assigned projects and their connection meet Chorus' strategic objectives
- Identify opportunities for improvement, make recommendations, document as required and take ownership through to conclusion.
Customer Services - Key Accounts
VISIONSTREAM NZ LTD
04.2018 - 04.2022
- Establish effective relationships with customers at multiple levels both internal stakeholders and external
- Resolve issues to meet customer requirements
- Identify and define changes to systems, processes, or people capability to deliver an improved outcome; using analysis of data identifying root cause and identify continuous improvement opportunities
- Provide excellent customer service to our Premium customers via phone and email
- Provide strong project administration support to the project team and team leaders to achieve delivery outcomes
- Be the dedicated point of contact for these customers
- Deliver all the elements of the projects and our products within the KPIs
- Ability to manage managers and great internal and external stakeholder management.
End to End Provisioning Specialist
CHORUS LTD
05.2016 - 12.2017
- Establish effective relationships with customers at multiple levels both internal stakeholders and external
- Resolve issues to meet customer requirements
- Identify and define changes to systems, processes, or people capability to deliver an improved outcome; using analysis of data identifying root cause and identify continuous improvement opportunities
- As subject matter expert, provide the business with a detailed understanding of how the end-to-end processes, business rules, and supporting systems work
- Keep up to date with the regulatory environment & requirements including service levels and ensure these are met to the agreed required standard
- Ensure the required outcomes and deliverables of assigned projects and their connection meet Chorus' strategic objectives
- Comply with workplace health and safety procedures and identify and report new hazards and incidents in line with H&S policy and procedures.
Education
High School Diploma -
Waitakere College
12-1986
Skills
- Analysis and decision making: Skilled in analyzing data and identifying trends and recommending solutions for the business
- Leadership and people development: An active listener, who gets to the hub of an issue, thinks outside the box Experienced in developing individuals with different skills and capabilities to become high performing team members focused on a common goal
- Customer Focused: Builds excellent rapport with both external and internal stakeholders and customers Known as the “go to” person for key customer both external and internal stakeholders
- Communication: Excellent communication skills over the phone, face to face and written Collating information into an internal communication distributing out to the business
- Time Management: Consistently works to tight deadlines and multi-tasks effectively to meet service level agreements To recognize when customer issues need to be escalated to avoid unproductive use of time
- Problem-solving abilities
- Microsoft Office expertise
- Adaptive team player
- Project management abilities
Community Involvement And Interests
Rosebank School Board of Trustee Member, 2002, Parent supporter of Avondale College Samoa Polyfest Group & Avondale Gospel Choir, Auckland Gospel Choir Facilitator, Grey Lynn Samoa Methodist Church Coordinator with South Seas & Health Alliance, Netball (outdoor/indoor), volleyball, kirikiriti & cricket. I am a great follower and fan of our national sports. I enjoy going to the beach, travelling to Samoa and Australia especially Gold Coast & Melbourne, spending time with my immediate family, and especially my boys. I'm a Church goer and participate in all Church activities. I love the culture and love to learn new things.
References
Raewynne McElhannan, Customer Service Team Leader, Visionstream New Zealand Limited, 275898327, Internal
Languages
Samoan
Professional
Affiliations
Community Involvement
- Rosebank School Board of Trustee Member, 2002
- Parent supporter of Avondale College Samoa Polyfest Group & Avondale Gospel Choir
- Auckland Gospel Choir Facilitator
- Grey Lynn Samoa Methodist Church Coordinator with South Seas & Health Alliance
Interests
Netball (outdoor/indoor), volleyball, kirikiriti & cricket. I am a great follower and fan of our national sports. I enjoy going to the beach, travelling to Samoa and Australia especially Gold Coast & Melbourne, spending time with my immediate family, and especially my boys. I'm a Church goer and participate in all Church activities. I love my culture and love to learn new things.
Timeline
Associate Project Manager
Chorus Ltd
03.2023 - Current
Campaign Provisioning Coordinator
CHORUS LTD
04.2022 - 03.2023
Customer Services - Key Accounts
VISIONSTREAM NZ LTD
04.2018 - 04.2022
End to End Provisioning Specialist
CHORUS LTD
05.2016 - 12.2017
High School Diploma -
Waitakere College
Similar Profiles
Sumit KhandujaSumit Khanduja
Senior Account Manager at CHORUS CALL CONFERENCING SERVICES INDIA (P) LTD, Chorus Call Inc USASenior Account Manager at CHORUS CALL CONFERENCING SERVICES INDIA (P) LTD, Chorus Call Inc USA
TERESA MAGANTERESA MAGAN
Infrastructure Operations Delivery Manager at ChorusInfrastructure Operations Delivery Manager at Chorus
Priti SharmaPriti Sharma
Service Delivery Manager at Chorus New ZealandService Delivery Manager at Chorus New Zealand