Theresa Tupou-Ioane

• Answer Inbound/outbound Calls
• Lodge Queries as well as pulling them and working on them
• Depot Searches when required
• Responded to customer requests for products, services, and company information.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Running reports for medical customers
• Follow up with branches regarding depot searches and drivers
• Allocating ticket numbers to correct branches for their courier drivers
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Printing/Allocation of courier labels to the right branches and contractors
• Follow up calls to contractors regarding negative jobs or unallocated jobs
• Misdirect freight - advising senders of the delay and finding a solution if this item is required urgently
• Covering despatch when required
• Dealing with damage freight queries - keeping senders updated throughout the whole process
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Working Rostered Saturday shifts

Key account 2IC Role:

• Participated in training programs to enhance product knowledge and customer service skills.
• Look after the team when the team leader is away
• Assist team with pulling queries, emails and answering calls
• Assist team leader with things she may need help with to free her up to help other reps
• Addressed customer inquiries to ensure satisfaction and foster positive service experience.
• Ensure team and individual KPIs are kept on target
• Fire Warden
• Send out daily team stats

• Answering Phone.
• Organizing con notes for pick up.
• CS Inbox - Going through the find my shipment emails and reply to customers enquiries.
• Manually entering Proof of deliveries into the system and closing off all delivered tickets.

Bay 1 & 2:

• Scan issue freight and follow uo with customers via phone or email if no phone number is attached.
• Damages - repack, dispose, email daily damage report to the reps who deal with all damages.
• Work alongside transport team, ensuring all recycled freight is loaded on time.
• Waiting reply shelf - making second or final calls to those customers to see what they want done with their freight.
• Wrap pallets and have them set to the side ready to be loaded on the trucks.
• Pallet count.
• Freight sorter.

• 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.
• Answering Inbound calls in a timely manner.
• Booking jobs for road side assistance.
• General help regarding Information on licenses, Car Batteries, Cost of certain materials.
• Ensuring that knowledge of AA was up to date so that i can advise customers accordingly.
• Delivered prompt service to prioritise customer needs.

• Contributed to project success by meeting tight deadlines for data entry tasks without sacrificing quality.
• Maintained strict confidentiality while handling sensitive client information according to company guidelines and legal regulations.
• Entering customers names and address from the Yellow Pages into the system.