Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic
Peni Were

Peni Were

Lot 25, Lakeba Street, Samabula.

Summary

Dynamic professional with a proven track record at Pacific Centrecom (Fiji) Limited, excelling in reservation management and customer engagement. Leveraged analytical skills and adaptability to enhance service delivery, achieving a significant decrease in booking errors. Demonstrated exceptional teamwork and leadership, contributing to improved customer satisfaction and repeat business.

Overview

3
3
years of professional experience

Work History

Thai Airways Reservation-Agent

Pacific Centrecom (Fiji) Limited
07.2024 - Current
  • Working as part of a team, prioritizing workloads
    against queue demands -Flight bookings, Sales,
    Revalidation, rebooking, upgrading
  • Issuing flight tickets according to IATA Regulations
  • Issuing Credit Vouchers and EMD for ancillary services
  • Provided customers with information about availability and pricing.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Reservations, Fare Quotes, Recalculation of fares,
    and reissue/re-routing of tickets
  • Arranging prepaid tickets over the telephone and
    via the queue in computer systems
  • Managed online booking inquiries and assisted
    guests and travel partners with questions
    throughout the entire booking cycle.
  • Accurate and timely constructions of PNR in GDS
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Resolved various issues and discrepancies for customers.
  • Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
  • Conducted follow-up calls to ensure customer satisfaction and gather feedback for service improvement.
  • Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
  • Reduced booking errors by introducing double-check system before finalizing reservations.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Managed high-volume call flows daily, ensuring efficient reservation handling and customer service.
  • Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
  • Maintained up-to-date knowledge of travel restrictions and safety protocols, advising customers accordingly.

Customer Service Representative-The Message Center

Pacific Centrecom (Fiji) Limited
02.2024 - 06.2024
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Maintained up-to-date knowledge of product and service changes.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Customer Service Agent-Interparcel AU

Pacific Centrecom (Fiji) Limited
07.2023 - 02.2024
  • Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Order Placement Support: Assisted customers in placing their orders by explaining available shipping options, delivery times, and pricing to ensure they made informed decisions.
  • Order Tracking: Helped customers track their orders during the shipping process, providing status updates and estimated delivery times.
  • Problem Resolution: Addressed any issues or concerns during the order fulfillment, such as delays, damaged items, or missing products, and worked to resolve them to the customer's satisfaction.
  • Clear Communication: Kept customers informed about their orders by providing updates or notifying them of any changes that might have affected their shipments.
  • Proactive Issue Prevention: Anticipated potential problems with orders and took preventative measures to reduce their impact on the customer's experience.
  • Order Changes: Assisted customers with modifications to their orders, including adjusting delivery addresses or adding special instructions for the courier.
  • Customer Feedback: Collected customer feedback on their ordering experience to identify areas that could be improved in the order fulfillment process.
  • Timely Responses: Ensured a quick response to customer inquiries and concerns, demonstrating a commitment to excellent customer service.
  • Record-Keeping: Maintained accurate records of customer orders, interactions, and issue resolutions for future reference.
  • Post-Delivery Follow-Up: Contacted customers after delivery to ensure their satisfaction and addressed any lingering concerns they may have had.

Market Research Analyst-Market Research/Symphony

Pacific Centrecom (Fiji) Limited
04.2023 - 07.2023
  • Conducted market research through inbound calls, gathering valuable insights on target audience, market trends, and competition.
  • Collected key data from customers and prospects by asking targeted questions related to products and services.
  • Analyzed public opinions on product satisfaction, brand perception, pricing, and customer preferences through structured surveys.
  • Used effective questioning and active listening to extract meaningful data, providing a deeper understanding of market dynamics.
  • Translated collected data into actionable insights to identify trends, gauge customer sentiment, and support business decision-making.
  • Contributed to product innovation and strategic decisions by leveraging customer feedback from inbound call interactions.
  • Enhanced overall business performance by providing valuable feedback to inform operational and marketing strategies.
  • Collaborated with cross-functional teams to develop and implement market research strategies.
  • Established and managed relationships with external data providers and research vendors.

Cashier

New World Supermarket
08.2022 - 03.2023
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Managed cash drawer accurately, ensuring all transactions balanced at end of day.
  • Operated cash register to record transactions accurately and efficiently.
  • Consistently achieved daily sales ranging from 4,000 to 10,000 units of goods.
  • Trained new staff members, ensuring they understood company policies and the expected high level of customer service.
  • Assisted in implementing a new stock management system at the beginning of each month.

Customer Care Agent-Casual Worker

Walesi Pte Limited
02.2022 - 11.2022
  • Delivered exceptional customer service, earning compliments from 15 to 20 customers daily.
  • Sold Walesi products door-to-door, effectively promoting the set-top boxes and antennas.
  • Consistently met the daily sales target of 800-1000 units of Walesi set-top boxes and antennas.
  • Trained new staff members, ensuring they understood company policies and the expected service standards.
  • Processed cash and cheque payments while implementing an improved stock management system.
  • Worked fast to complete tasks and meet daily deadlines.
  • Improved team morale and productivity through effective communication and active listening skills.
  • Learned all required tasks quickly to maximize performance.
  • Contributed to team success by completing jobs quickly and accurately.
  • Developed strong cooperative relationships with coworkers and managers.
  • Developed strong customer service and product knowledge skills to enhance individual and team performance.


Education

Certificate of Completion Year 13 -

Marist Brothers High School
Suva, Fiji
11-2022

Certificate of Completion Year 12 -

Marist Brothers High School
Suva, Fiji
11-2021

Suva Muslim College-Year 3-4
Suva, Fiji
11-2018

Vatulele District School-Year 1-8
Nadroga
11-2016

Skills

  • Functional Knowledge of
    Airline Reservation System
  • Excellent command of
    spoken and written English
  • Call Handling &
    Management
  • Advanced Microsoft Excel &
    Outlook proficiency
  • Customer engagement
  • Sales
  • Teamwork and collaboration
  • Problem-solving abilities
  • Time management
  • Multitasking Abilities
  • Excellent communication
  • Organizational skills
  • Team leadership
  • Adaptability and flexibility
  • Active listening
  • Critical thinking
  • Relationship building
  • Computer literacy
  • Analytical skills
  • Travel bookings
  • Telephone reservations

Additional Information

Mrs. Losalini Irvine

Client Services Manager

The Message Centre (TMC)

P: +679 9708278


Mr. Ilisoni Ratusai
Senior People & Culture Officer
P: +679 9063655
E: iratusai88@gmail.com




Timeline

Thai Airways Reservation-Agent

Pacific Centrecom (Fiji) Limited
07.2024 - Current

Customer Service Representative-The Message Center

Pacific Centrecom (Fiji) Limited
02.2024 - 06.2024

Customer Service Agent-Interparcel AU

Pacific Centrecom (Fiji) Limited
07.2023 - 02.2024

Market Research Analyst-Market Research/Symphony

Pacific Centrecom (Fiji) Limited
04.2023 - 07.2023

Cashier

New World Supermarket
08.2022 - 03.2023

Customer Care Agent-Casual Worker

Walesi Pte Limited
02.2022 - 11.2022

Certificate of Completion Year 13 -

Marist Brothers High School

Certificate of Completion Year 12 -

Marist Brothers High School

Suva Muslim College-Year 3-4

Vatulele District School-Year 1-8

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Peni Were