Vaseva T S Hoyte
Labasa,Fiji Islands
Summary
Customer service professional with a proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
21
21
years of professional experience
Work History
Customer Service Officer
Walesi PTE Limited
03.2022 - 10.2024
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped a large volume of customers every day with a 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.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Provided constructive feedback to peers and management on potential process improvements, aiding the continuous enhancement of service quality.
- Responded to customer requests for products, services, and company information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- 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, and handled time and productivity.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
Senior Flight Attendant
Fiji Airways
11.2018 - 05.2020
- Supervisory role and entrusted with the safety of the travelling public and crew working within that Cabin, Managed Inflight Duty-Free sales and served in Business Class.
- Completed pre-flight safety checks to reinforce passenger safety.
- Collaborated with flight crew to maximize smooth and safe flights.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Assisted passengers in boarding and deplaning aircraft.
- Performed pre-flight cabin checks to maintain operational safety equipment.
- Responded to passenger emergencies to provide first aid.
- Answered passengers' questions about flight, aircraft and destination.
- Welcomed passengers aboard and provided an overview of safety procedures.
- Assisted passengers with storing luggage and helped locate seating.
- Delivered food and beverage service, reading material and other in-flight services.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Advised passengers of flight regulations to maximize safety and security.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Maintained excellent attendance record throughout tenure as Senior Flight Attendant, showcasing strong commitment and dedication to the role.
- Managed inventory control on aircrafts, tracking supplies accurately to avoid shortages or overstocking issues during long-haul flights.
Flight Attendant
Fiji Airways
11.2003 - 11.2018
- Assisted passengers with storing luggage and helped locate seating.
- Delivered food and beverage service, reading material and other in-flight services.
- Offered personalized assistance to children, elderly and passengers with special needs.
- Supported passengers with special needs and provided assistance to wheelchair passengers.
- Performed pre-flight cabin checks to maintain operational safety equipment.
- Welcomed passengers aboard and provided overview of safety procedures.
- Answered passengers' questions about flight, aircraft and destination.
- Advised passengers of flight regulations to maximize safety and security.
- Responded to passenger emergencies to provide first aid.
- Collaborated with flight crew to maximize smooth and safe flights.
- Monitored cabin during flights and responded to passenger inquiries or issues.
- Assisted passengers in boarding and deplaning aircraft.
Education
High School Diploma -
Natabua High School
Lautoka12.2001
High School Diploma -
Jasper Williams High School
Lautoka12.1998
High School Diploma -
Adi Cakobau School
Sawani, Naitasiri12.1997
Skills
- Customer focus
- Call centre experience
- Customer service
- Administrative support
- Computer proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issues through consumer testing.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at the end of shift with a 100% accuracy rate.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, and accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Work Preference
Work Type
Full TimeContract WorkInternshipWork Location
On-SiteRemoteHybridImportant To Me
Work from home optionHealthcare benefitsPersonal development programsTeam Building / Company RetreatsFlexible work hoursPaid time offWork-life balance4-day work weekQuote
It is never too late to be what you might have been.
George Eliot
Languages
English
Advanced (C1)
Fiji
Upper intermediate (B2)
Interests
Reading,Hosting people and travelling
Timeline
Customer Service Officer
Walesi PTE Limited
03.2022 - 10.2024
Senior Flight Attendant
Fiji Airways
11.2018 - 05.2020
Flight Attendant
Fiji Airways
11.2003 - 11.2018
High School Diploma -
Natabua High School
High School Diploma -
Jasper Williams High School
High School Diploma -
Adi Cakobau School
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