ELISAPETA LAVATAI
'Ewa Beach,HI
Summary
Dedicated professional with excellent organizational skills, offering 24+ years experience in the telecommunications industry. Hardworking and flexible team player with expertise in completing various tasks and offering customer and staff support. Responsible, punctual and productive when working with little to no supervision. Optimistic to take on new challenges to help achieve team and company goals. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
26
26
years of professional experience
Work History
Sales Manager
Hawaiian Telcom
Honolulu, HI
01.2024 - Current
- Identified opportunities for cross-selling additional products and services.
- Created presentations and proposals for prospective clients.
- Reported directly to regional Sales Manager regarding progress towards goals.
- Maintained accurate records of all sales activities in the company's CRM system.
- Generated leads through cold calling, online searches, and referrals from existing clients.
- Attended meetings with current and prospective customers to discuss their business needs.
- Negotiated contracts with customers to secure sales deals.
- Developed relationships with customers by providing excellent customer service.
- Answered customer questions and responded quickly to problems and complaints in person, on phone and by email.
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
SPECIAL OPERATIONS CLERK
AT&T
Honolulu, HI
12.2019 - Current
- Processed service requests and service orders for analog, data, fiber, voip services for various GOVT DoD customers using COMIT, PCR 360, Call Manager(CUCM), BMC REMEDY, CISCO UNITY, GNS system.
- Coordinated service delivery with customers, contractors and vendors.
- Provided quality support through data entry, document management, email correspondence, and overseeing operation office staff workloads
- Managed calendars and scheduled appointments to maintain smooth flow of operations.
- Dispatch technicians to different military installations to work on service orders
- Provided field support to technicians with customer records, service deliveries and expedited services.
- Worked customer support lead role to address any external or internal concerns on service orders while manager is out of office
- Finalized service orders to initiate billing on customer services
- Created job aid for new support staff
- Assisted IT manager on validating IP's for network devices in CISCO(CPI) database.
- Initiated appropriate levels of escalation, both internally and externally, on orders in jeopardy of missing due dates.
- Helped logistics with inventory on different equipment to restock back on shelf
- Provided front office support for administrative duties
- Screened visitors and issued badges to maintain safety and security
Customer Service Associate
AT&T
Honolulu, HI
03.1998 - 12.2019
- Created maintenance tickets for fault management on DoD data/voice networking services and outages using BMC Remedy System
- Provided customer service, technical assistance, configuration and fault-isolation functions across all networks and platforms
- Helped large volume of GOVT DoD customers daily with analog/isdn phone services and features
- Handled customer concerns quickly at management level, delivered prompt tech response to prioritize customer outages and needs.
- Followed up with customers about resolved issues and priority service repairs
- Assisted with user password resets for voicemail and IT support for system login credentials
- Processed daily and monthly BRIO and excel reports on all reported customer issues and outages
- Developed Remedy ticket process procedure for Govt testing and fellow workers
- Cross-trained and backed up other customer service associates
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Utilized internal software and tools to meet customer needs and resolved issues promptly
- Kept detailed records of customer interactions to track and resolve issues quickly
- Provided customer feedback to management and identified areas of improvement for products and services
- Delivered prompt service to prioritize customer needs
Education
Certificate of Completion - Microsoft: Word/Excel/Outlook/Powerpoint/Access
Leeward Community College
1997
Skills
- Customer Experience
- Critical Thinking
- Customer Satisfaction
- Technical Support
- Service Team Support
- Clerical Support
- Documentation Processing
- Information Processing
- Serve Customer Needs
- Records Management Software
- Inventory Tracking
- Workflow Processes
- File and Database Management
- Product and Service Sales
- Sales Expertise
- Project Management
- Proposal Development
- Key account development
- Account Management
- Territory sales management
- Client Relationship Management
- Sales Tracking
- Sales Reporting
- Salesforce
- Sales operations
Affiliations
Women of AT&T (WOA)
Women of Finance(WOF) | AT&T
Websites
Timeline
Sales Manager
Hawaiian Telcom
01.2024 - Current
SPECIAL OPERATIONS CLERK
AT&T
12.2019 - Current
Customer Service Associate
AT&T
03.1998 - 12.2019
Certificate of Completion - Microsoft: Word/Excel/Outlook/Powerpoint/Access
Leeward Community College
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