David Tagoai
Seeking a challenge
Little Ferry,NJ
Summary
Personal Information Driven and results-oriented Senior Customer Service Specialist with a wealth of experience in multiple fields wishing to obtain work in a new position following chosen field of study. Capable in managing teams of people and resolving inquiries and complaints, leading to impressive rates of customer satisfaction. Proficient in devising and executing innovative policy change and customer service strategies that elevate the overall customer experience. Eager to secure a challenging role that harnesses my expertise and enables me to contribute to the success of an esteemed organization.
Overview
15
15
years of professional experience
Work History
Senior Customer Service Specialist
Canon New Zealand
Auckland, New Zealand
06.2017 - 04.2020
- Assisted direct consumer and business managers in leading team of 4 consumer product customer service representatives, providing guidance and coaching to ensure exceptional service delivery
- Developed and implemented comprehensive customer service training and product training.
- Changed consumer goods telephone to customer problem solving procedures and policy.
- Collaborated with sales, tech support and marketing teams providing training to different departments on future releases and assisted in planning of new product launches for end users and professional photographers.
- Assisted Social media marketing in responding to social media inquiries on new or faulty products.
- Personally handled all complaints and ensured they were handled within 48 hours with positive outcomes generating better customer satisfaction.
- Provided tech support for both consumer printers, cameras and professional cameras to consumers and business customers.
- Handled all escalations on managers behalf.
- Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
- Tested and experimented with new hardware prior to deployment.
- Broke down and evaluated user problems, using personal expertise, and probing questions.
Office assistant
C & S Engineering Ltd
Auckland, New Zealand
01.2013 - 01.2017
- Assisted with budgeting and financial management to keep office operating within budget.
- Created purchase orders and tracked invoices to avoid missed or delayed shipments.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Maintained and updated office records, both digital and physical.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Edited and proofread documents for accuracy and completeness.
- Monitored and tracked budgets and expenses.
- Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
- Input data into spreadsheets and databases.
Senior Customer Service Representative
Telnet Services Limited
Auckland, New Zealand
03.2010 - 07.2013
- Resolved concerns with products or services to help with retention and drive sales.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Walked individuals through basic troubleshooting tasks.
- Engaged customers over phone to answer questions and address complaints.
- Greeted customers and listened closely to problems described to determine solutions.
- Activated accounts for clients interested in new services and assisted with billing enquiries.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Routed calls to police, fire, and ambulance service incase of electrical or gas emergencies that were deemed risk to life or property.
- Collaborated with dispatchers and assessed electric and gas requests and made quick judgment calls to determine appropriate action.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Bar Server
SKYCITY Casino
Auckland, New Zealand
01.2009 - 02.2010
- Prepared hot coffee and tea according to customer requests.
- Kept close eye on customers to quickly spot leaving guests and clear tables for future patrons.
- Upheld high standards of cleanliness, frequently cleaning and organizing serving and beverage backstock areas.
- Received over 200 beverage orders nightly from wait staff and delivered beverages to guests while keeping up with bar orders.
- Prepared custom drink orders by accurately measuring and mixing house ingredients.
- Mixed unique and interesting cocktails for customers, including bar specials.
- Upheld strict regulations for safe alcohol service and food safety.
- Applied knowledge to create innovative cocktails, enhance flavor profiles and expertly pair food and drinks.
- Kept bar stocked with liquors, juices and garnishes for drinks.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
- Verified drinking age requirements of customers by carefully reviewing photo identification.
Senior Bartender
Quarry Bar And Restaurant
Auckland, New Zealand
01.2008 - 12.2008
- Kept detailed inventories and notified management of ordering needs for liquor, beer, wine, and bar supplies.
- Adhered to ever changing laws regarding alcoholic beverage services and customer regulations.
- Implemented drink prep procedures, significantly reducing wasted stock.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Recruited and trained new bartenders and barbacks to help maintain talented team.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Followed strict recipes and drink measurements to minimize product used.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Explained daily specials and beverage promotions to exceed daily sales goals.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Senior Bartender
Praxis Ltd
Auckland, New Zealand
02.2008 - 06.2008
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Implemented drink prep procedures, significantly reducing wasted stock.
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Followed strict recipes and drink measurements to minimize product used.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Head Bartender
Burnbrae Group Ltd
Auckland, New Zealand
01.2005 - 01.2008
- Boosted bar profitability, mentoring team members on routine procedures and productivity strategies.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Trained new bartenders and floor staff on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Implemented drink prep procedures, significantly reducing wasted stock.
- Managed bar at special events, leading team in providing coordinated service for weddings, business meetings and social gatherings.
- Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
- Developed specialty drinks to work with menu changes, sustaining customer interest and solid bar revenue.
- Developed new signature cocktails to support bar marketing brand and increase profits.
- Handled simultaneous customer, team, and business needs while avoiding unnecessary delays or errors.
- Served high customer volumes during special events, nights, and weekends.
- Upsold menu items to customers, driving up per sale revenues and maximizing profits.
Education
Bachelor of Business - Human Resource Management And Employment Relations
Massey University
Auckland, New Zealand 03.2013 - 02.2019
Skills
Employee training and development
Administrative support
Social media knowledge
Business administration
Performance improvement
Self learner
Staff Management
Time management
Problem-Solving and critical thinking
Active Listening
Self-Motivated
MS Office Suite
Adobe Suite
Eye for detail
Coaching and mentoring
Telephone etiquette
Interpersonal communications
Timeline
Senior Customer Service Specialist
Canon New Zealand
06.2017 - 04.2020
Bachelor of Business - Human Resource Management And Employment Relations
Massey University
03.2013 - 02.2019
Office assistant
C & S Engineering Ltd
01.2013 - 01.2017
Senior Customer Service Representative
Telnet Services Limited
03.2010 - 07.2013
Bar Server
SKYCITY Casino
01.2009 - 02.2010
Senior Bartender
Praxis Ltd
02.2008 - 06.2008
Senior Bartender
Quarry Bar And Restaurant
01.2008 - 12.2008
Head Bartender
Burnbrae Group Ltd
01.2005 - 01.2008