Luisa Roache
Mangere,AKL
Summary
Experienced and reliable customer service advisor seeking an administrative and challenging role. I am dedicated to providing exceptional service where the end result is beneficial for the customer and the company. Ability to multi task and prioritize my duties where this enables me to meet my deadlines. Able to deliver high quality results, and promote a positive work environment, contributing as a cooperative team player. Build rapport with key stakeholders and continuously looking for new challenges in my career to further enhance my skills in areas where I've excelled. I wish to grasp opportunities at hand and believe I have the skillsets acquired to develop and use for the ultimate success of the organization as a whole. Skilled Customer Service Advisor with relevant work history in customer-focused environments. Proven ability to manage customer queries, find solutions and maintain high levels of service quality. Strengths include effective communication, problem-solving skills and adaptability. Previous roles demonstrate significant impact on improving customer satisfaction rates and building strong client relationships.
Overview
21
21
years of professional experience
Work History
Customer Service Advisor
Kāinga Ora-Homes and Communities
Manukau, Auckland
10.2022 - Current
- Responsive repairs (maintenance) requests and related transactions
- Account transactions, enquiries, including establishing damages, and making arrangements to recover rental and damage-related debts to Kāinga Ora, within defined thresholds.
- Changes to customers' circumstances that may impact their entitlement to rental subsidies or ongoing tenancy with Kāinga Ora.
- Scheduling inspections, visits, and other tenancy-related matters on behalf of Tenancy Managers.
- Collecting information about tenancy, neighborhood, and community matters, and referring these for resolution.
- Receiving compliments, complaints, and feedback about Kāinga Ora’s products, services, or service delivery, and referring these for resolution where required.
- Ensure all communications are clear and appropriate to the audience.
- Assesses the information provided by the customer, determines their circumstances, and chooses an appropriate course of action.
- Liaise with other staff and agencies as required.
- Ensure that the provision of advice is accurate.
- Demonstrate an awareness of individual customers’ needs, and address these needs in accordance with organizational guidelines.
- All actions are completed accurately and within agreed timeframes.
- Readily identify threats made by customers, and escalate these effectively.
- Access and update Kotahi to maintain complete, concise, and up-to-date customer information.
- Ensure that mail management and administration functions are completed as required.
- Adheres to systems in place to minimize risk and security breaches.
- Customer Support Advisors agree on basic debt recovery plans with customers that take into account individual customer circumstances, and consistently meet the performance KPIs.
- Credit and refund transactions are processed accurately, and consistently meet the performance plan KPIs.
- Administration tasks are processed accurately, and they consistently meet the performance plan KPIs.
- Customer Support Advisors will participate in induction and refresher training, and contribute to their own learning and development, to maintain awareness of Kāinga Ora products, services, and systems.
Customer Service Administrator
Loaf
Auckland
03.2019 - 10.2022
- Answered incoming calls and clearing of emails from customers and asked open-ended questions to determine needs.
- Preparation and control of the daily invoicing process.
- Ensure all work is carried out with the highest level of accuracy.
- Preparation and control of the daily production sheet.
- Assist with general administration and running of Loaf limited.
- Be the “first point” of customer contact. Fixing any issues or aiding with any inquiries.
- Manage and help develop the Halls and Toll logistic systems.
- Ensure all systems and processes are adhered to. E.g. correct telephone procedures (polite and pleasant), production processes, sales processes.
- Ensure customer expectations are exceeded and the marketing promise is delivered every time.
- Help to create a team environment that promotes fun and support whilst maintaining high work ethics.
- Ensure that the vision and values are instilled in everything you do.
- Planned efficient use of all resources (human, equipment, stock, premises etc) including maintaining a clean and tidy work environment.
- Ensure credit procedure is followed before the issuing of any credits to customers
- Daily communication to the bakery of any large orders that maybe coming onto production.
- Loading order for customers that are not on EDI or online ordering plus working together to guarantee the smooth running of customer services office.
- Help out with any ad hock deliveries that may occur within the day, ensure when using a company vehicle you have been trained in its operation before using.
- Assist when needed in the accounts administration with any general tasks such as Customer account form filling etc
Ticketing and Reservation Consultant
Samoa Airways
07.2018 - 03.2019
- Attend to inbound Phone calls/email/walk in enquiries.
- Build relationships with customers/agents using proven sales techniques.
- Identity and fulfill the customer/agent's needs.
- Create the booking (as required) using the relevant contact centre desk-top reservation and support system.
- Issue/reissue tickets where required.
- Identify opportunities to up-sell or cross-sell products and services.
- Close the sale.
- Handling of booking disruptions and schedule changes to the satisfaction of our valued clients.
- Identify and provide appropriate service recovery to customers who report dissatisfaction with service with a focus on first point of contact resolution.
- Occasional attending of out-of-hours sales and trade events.
Retail Travel Consultant
Virgin Australia
08.2013 - 04.2018
- Face to face customer service.
- Liaising with clients over the phone or via email to discuss their travel requirements.
- Making and confirming bookings via Sabre Interact system.
- Issuing tickets or relevant documents.
- Providing up to date advice on travel regulations including terms and conditions of eachfare purchased, visa, medical requirements and baggage.
- Modifying existing bookings to suit a change in clients circumstances.
- Researching destinations and keeping up to date with travel industry news.
- Creating reservations for Sporting, Conference and Family group bookings.
- GSO group booking system.
- Microsoft Excel – End of day financial reportAchievements:- Attended and completed NZ SAM Consultant Course for Sabre Pacific- Successfully completed NZ Express Conversion 1 Day for Sabre Pacific- Attended and completed NZ Sabre Ticketing Course- Gained experience, exceptional skill and knowledge within sales as well as customerservice, through inbound/outbound and developed considerable skills in thedevelopment of operational strategies to meet goals and generate results.
- Excellent use of customer service skill in administration and front desk.
Customer Service Professional
Sitel New Zealand, Virgin Australia
10.2012 - 03.2013
- Great knowledge on Sabre Reservation System.
- Answering phone enquires and handling inbound calls from Airport Agents.
- Assisting Agents with Sabre Migration.
- Assisting Agents with Sabre issues for involuntary changes.
- Adapting to last minute changes due to disruptions of flights and assuring guestshave been rebooked onto new flights using recovery comms.
- Managing daily manifest and recording daily excel spreadsheet.
- Being able to work well under pressure.
Reservations Travel Agent
Virgin Australia/Virgin Samoa Airline
11.2011 - 10.2012
- Making reservations for Short Haul International flights.
- Handling phone enquiries regarding flight bookings.
- Advising fare quotes.
- Assisting Travel Agents with any travel enquiries.
- Creating flight itineraries.
- Frontline customer service and creating flight bookings.
- Providing outstanding customer service.
- Assisting with special requirements.
- Creating group bookings.
- Providing travel advice regarding passports and obtaining the correct visas for travel.
- Issuing E-Tickets for flight reservations Famous Pacific Travel.
Sales Assistant
DFS Galleria
01.2007 - 03.2011
- Customer Service & Floor Sales, Promoting D.F.S Galleria.
- Operating Cash Register.
- Stock handling.
- Record keeping.
- Stock take.
- Knowledge of the latest products.
- Meeting monthly targets.
Reservations Travel Agent
Virgin Australia/Virgin Samoa Airline
05.2010 - 11.2010
- Making reservations for clients e.g., flights/accommodation/transfers/Handlingcash/credit cards/cheques on a daily basis.
- Creating reservations direct with wholesale agents.
- Answering phone enquiries regarding travel.
- Independently upgrading my knowledge of international destinations.
- Dealing direct with various airlines.
- Data entry and experience with the Sabre Reservation System.
- Meeting required sales targets.
- Meeting customer requirement.
- Processing refunds.
- Checking travel documentation e.g.
- Passports and obtaining correct visas to enable thecustomer to travel freely in their chosen country.
- Making group reservations and quoting prices for accommodation.
- Booking Clients AirfaresAchievements:- Process & Ticket New Zealand Domestic Air Travel – Air New Zealand Airlines- Galileo Trained Consultant – Galileo Southern Cross Statement of Attainment.
Travel Sales Consultant
Pacific Blue/Polynesian Blue Airlines
03.2010 - 05.2010
- Managing flight manifests and flight loads.
- Providing travel advice regarding travel documents.
- Making reservations with Special Service requirements.
- Face to Face customer service – Outbound and Inbound sales.
- Creating corporate accounts for corporate clients.
- Promoting our short haul destinations e.g.
- Samoa, Rarotonga, Australia and Tonga.
- Promoting Velocity Rewards Programme.
- Advanced experience with Open Skies/Flight Speed System.
- Creating itineraries and making changes upon request.
Flight Attendant
Qantas Jetconnect
Auckland, Auckland
02.2004 - 01.2006
- Providing excellent Customer Service.
- Assisting Passengers on flight.
- Excellent knowledge of aircraft, emergency and medical procedures.
- Food Handling.
- Maintain cleanliness of aircraft.
- Represent Qantas in a professional manner.
- Perform elements of the service as laid down in set procedures.
- Ensure security checks have been carried out.
- Monitor crew safety routines in-flightAchievements:- Cabin Services Learning and Development Certificate – Qantas, Jetconnect- Certificate of Training Aviation First Aid – Qantas, Jetconnect.
Education
McAuley High School 1993-1997
OTAHUHU, AUKSkills
- Relationship Building
- Time Management
- Proficiency in Microsoft Office
- Computer Proficiency
- Manage Daily Emails from Microsoft Outlook
- Administrative and Office Support
- Team-Oriented and Cooperative
- Multitasking and Prioritization
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Upbeat and Positive Personality
- POS Systems and Ordering Platforms
- Complex Product Knowledge
- Bi-Lingual Speaker
Additional Information
St Joseph's Otahuhu Primary School Board of Trustees 2018 - Current
Otahuhu Rugby Club Junior Development Committee/Junior Administrator 2020-Current
Otahuhu Rugby Club Manager U8-U13 2014-2019
Otahuhu Rugby Club Coach U6-U7 Rippas 2011-2013
Otahuhu Rugby Club Manager U6 Rippas 2024
REFEREES
Marica Panapa
Kāinga Ora-Homes and Communities
021 328 291
Sean Armstrong
Loaf Handcrafted Bread
Director
T: 09 527 4354
Tiaga Senara
Hello World
Senior Travel Consultant
M; 021 0469 747
Carol Fautua
Air New Zealand
Contact Centre
M: 021 089 53552
fautuac@gmail.com
Timeline
Customer Service Advisor
Kāinga Ora-Homes and Communities
10.2022 - Current
Customer Service Administrator
Loaf
03.2019 - 10.2022
Ticketing and Reservation Consultant
Samoa Airways
07.2018 - 03.2019
Retail Travel Consultant
Virgin Australia
08.2013 - 04.2018
Customer Service Professional
Sitel New Zealand, Virgin Australia
10.2012 - 03.2013
Reservations Travel Agent
Virgin Australia/Virgin Samoa Airline
11.2011 - 10.2012
Reservations Travel Agent
Virgin Australia/Virgin Samoa Airline
05.2010 - 11.2010
Travel Sales Consultant
Pacific Blue/Polynesian Blue Airlines
03.2010 - 05.2010
Sales Assistant
DFS Galleria
01.2007 - 03.2011
Flight Attendant
Qantas Jetconnect
02.2004 - 01.2006
McAuley High School 1993-1997
Similar Profiles
Malu FA'ALOGOMalu FA'ALOGO
Trainer at Kāinga Ora Homes and CommunitiesTrainer at Kāinga Ora Homes and Communities
Melanie Theresa SnyderMelanie Theresa Snyder
Senior Housing Support Manager at Kāinga Ora Homes and CommunitiesSenior Housing Support Manager at Kāinga Ora Homes and Communities
Linda BennettLinda Bennett
MANAGER COMMUNICATIONS SOUTHERN & CENTRAL at Kāinga Ora Homes and CommunitiesMANAGER COMMUNICATIONS SOUTHERN & CENTRAL at Kāinga Ora Homes and Communities