Veronica Papa
Te Atatu South,AUK
Summary
Dedicated Customer Service Representative with a proven record of enhancing customer satisfaction through effective issue resolution and precise data entry. Skilled in conflict resolution and communication, adept at fostering strong relationships while facilitating payment agreements that benefit all parties. Career objectives include further developing expertise in customer relations to drive organizational success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Collection & Tracing Agent
Debmanagers
Avondale, Auckland
02.2024 - 06.2025
- Responded promptly to customer inquiries and complaints in a professional manner.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Conducted due diligence on behalf of clients for various transactions.
- Facilitated communication between parties to ensure mutual understanding and agreement.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Liaised between and/or approved third party/debtor to arrange appropriate amount and form of payment that best suits them.
- Tracing each customer
- Accurate Data entry
- Word Excel
Customer Service Consultant
Concentrix (Air New Zealand Account)
Mt Albert, Auckland
10.2018 - 05.2019
- Conducted regular follow-up calls with customers after resolving their issues.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Answered inbound calls, chats and emails to facilitate customer service.
- Updated databases with new and modified customer data.
- Handling flights, where applicable, from cancelled flights to disrupted flights due to unforeseen circumstances.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Telemarketing Consultant
Power marketing
Parnell, Auckland
02.2014 - 10.2014
- Provided timely, courteous, and knowledgeable responses to information requests.
- Built strong relationships with customers by providing excellent customer service.
- Provided accurate information about products, prices, availability. to customers.
- Generated qualified leads by asking probing questions during phone calls.
- Utilized sales techniques such as upselling and cross-selling to meet or exceed quotas.
- Participated in team meetings to discuss progress and brainstorm new ideas for marketing campaigns.
- Ensured compliance with federal regulations regarding telemarketing activities and procedures.
- Updated call logs regularly to track performance metrics such as average call duration, conversion rates.
- Evaluated customer feedback to improve telemarketing strategies.
- Developed effective scripts for cold calling prospective clients.
- Handled inbound telephone calls from interested customers.
- Generated sales by prospecting leads, cold calling and negotiating advantageous deals.
- Conducted outbound calls to potential customers, introducing and promoting products and services.
- Recorded details of conversations with customers using a computerized system for tracking purposes.
- Followed up on sales leads through outbound calling.
Till Operator
KFC (Australia)
Ashfield, Sydney
03.2013 - 01.2014
- Maintained current knowledge of store promotions to highlight sales to customers.
- Processed customer payments quickly and returned exact change and receipts.
- Greeted customers, answered inquiries and explained promotions in a friendly manner.
- Counted money in cash drawers at the beginning of shifts to ensure amounts were correct.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Built and maintained productive relationships with employees.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Followed safety protocols while operating cash register equipment to ensure security of funds.
- Counted money at beginning and end of shifts to track daily deposits into bank accounts.
- Maintained work area and kept cash drawer organized.
- Performed opening and closing procedures including counting cash drawers and preparing deposits.
- Prepared daily reports for management review detailing sales volumes, stock levels.
- Balanced the till at the end of each shift with 100% accuracy.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Established or identified prices of goods and services and tabulated bills with optical price scanners and cash registers.
- Greeted customers promptly and responded to questions.
Education
Graduate Certificate - Tourism And Travel Management
School of Travel And Tourism
Auckland08-2018
Graduate Certificate - Business Administration
Best Pacific Training
Auckland06-2012
Graduate Certificate - Travel & Tourism Level 3
Best Pacific Training
Auckland05-2012
Skills
- Customer service
- Data entry
- Conflict resolution
- Lead generation
- Payment processing
- Effective communication
- Tracing techniques
- Strong communication
- Customer service and care
Certification
- Holds a Full Drivers License
Languages
Samoan
Native/ Bilingual
Hobbies & Interests
- Spending time with my children, family, Friends
- Volunteering at church/children's school's where I'm needed
- Gardening
- Baking
- Volley
Timeline
Collection & Tracing Agent
Debmanagers
02.2024 - 06.2025
Customer Service Consultant
Concentrix (Air New Zealand Account)
10.2018 - 05.2019
Telemarketing Consultant
Power marketing
02.2014 - 10.2014
Till Operator
KFC (Australia)
03.2013 - 01.2014
Graduate Certificate - Tourism And Travel Management
School of Travel And Tourism
Graduate Certificate - Business Administration
Best Pacific Training
Graduate Certificate - Travel & Tourism Level 3
Best Pacific Training
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