Tuionoula Uelese
Berhampore,Wellington
Summary
Experienced with problem-solving and conflict resolution in customer service environments as a customer service officer (child support) under the Families segment. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience. With
Knowledgeable and dedicated customer service professional with experience in the public sector. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Customer Service Officer
Inland Revenue Department
03.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Received a letter from the commissioner of Inland Revue (Peter Mersi) for my work.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
Teacher's Aide/Assistant
Central Regional Health School - Epuni
08.2022 - 11.2023
- Instructed and monitored students in use and care of school equipment and materials to prevent injuries and damage.
- Helped teachers with material generation, lesson plan development, class preparation, scheduling, exam distribution and student mentoring.
- Supervised children and participated with children in activities.
- Tutored and assisted children individually and in small groups to help master assignments and reinforce learning concepts.
- Worked one-on-one with special needs students to help navigate through school challenges.
Security Guard
Red Badge
08.2016 - 11.2016
- Documented security-related situations and submitted in-depth reports to superiors.
- Protected entrances by scanning individuals and bags via manual checks or x-ray machinery.
- Investigated reported incidents to protect company assets.
- Guarded restricted areas to prevent unauthorized entry.
- Surveyed property to prevent and identify vandalism or disarmed alarm systems.
Support Worker
Eseta Ioane Roach
10.2014 - 04.2015
- Maintained cleanliness of patient's environment by cleaning surfaces and washing clothes or dishes.
- Observed patients for changes in physical, emotional, mental or behavioural conditions and injuries.
- Improved patient outlook and daily living through compassionate care.
- Maintained a clean and well-organized environment for client happiness and safety.
- Contributed to case reviews of client status and progress.
- Supported bathing, dressing and personal care needs.
Education
Bachelor of Arts -
Auckland University of Technology
12.2022
Certificate - Health And Wellbeing (Level 4)
NZMA
12.2019
Certificate - Travel And Tourism (Level 4)
Wellington Institute of Technology
11.2015
Certificate - Travel And Tourism (Level 3)
Wellington Institute of Technology
07.2015
High School Diploma -
Rongotai College
12.2014
Skills
- Treasurer of the Tagata Pasifika Network at Inland Revenue Department from 2024-currently
- PSA delegate for the Pacific delegation 2025
- Office Management
- Social Policy
- File Management
- Problem-Solving Abilities
- Critical Thinking
- Customer support
- Complaint handling
- Customer focus
- Call center experience
- CRM software
- Account investigation
- Reliable & Trustworthy
- Training & Development
- Active Listening
Languages
English
Native/ Bilingual
Samoan
Native/ Bilingual
References
- James Gray - 020 4017 4540
- Tiresa Euta - 021 029 95604
Timeline
Customer Service Officer
Inland Revenue Department
03.2023 - Current
Teacher's Aide/Assistant
Central Regional Health School - Epuni
08.2022 - 11.2023
Security Guard
Red Badge
08.2016 - 11.2016
Support Worker
Eseta Ioane Roach
10.2014 - 04.2015
Certificate - Health And Wellbeing (Level 4)
NZMA
Certificate - Travel And Tourism (Level 4)
Wellington Institute of Technology
Certificate - Travel And Tourism (Level 3)
Wellington Institute of Technology
High School Diploma -
Rongotai College
Bachelor of Arts -
Auckland University of Technology
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