Faiileono Tiumalu
Henderson,NV
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Ambitious individual with strong organizational and multitasking skills, as well as an aptitude for technology. Ready to apply knowledge and skills to any challenge.
Overview
11
11
years of professional experience
Work History
Customer Service Representative/Baggage Service Agent
Worldwide Flight Services
Las Vegas, NV, NV
08.2021 - Current
- Assist on arrivals and departures flights for; Country, AirFrance, and
KLM - Baggage Office Agent (BSO): Manage duties such as; Creating
baggage claims (damaged, pilferage, delayed, missing, misloaded, or
on-hand), Answering incoming calls, replying to emails, reviewing/
research/sending reports, File documents, handling FEDEX
documents - Update passenger/customer claims on Skyspeed, and Worldtracer
- Research on different systems to locate bags, (Amadeus, Bagstory,
Bobview, Woorldtracer GoNow, skyspeed) - Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Create FEDEX labels/shipping.
Customer Service Representative
Hawaiian Airlines
Las Vegas, NV
06.2023 - 12.2024
- Assist on arrivals and departures flight for Hawaiian Airline
- Manage duties such as; Creating claims for delayed, damaged, and
on hand baggage - Check in customers for departure flights
- Able to lift 50 lb baggage at ticketing counter.
- Worked with cross-functional teams to achieve goals.
Customer Care Coordinator
MGM Resort International
Las Veags, NV
11.2022 - 07.2023
- Assist guests in the most courteous and efficient manner while
responding to guest inquiries or concerns regarding their experience - Anticipate guest needs and/or engages guest to capture all possible
up-sell and cross-sell opportunities to maximize revenue
opportunities - Multi-task while recording guest information into multiple
reservation systems, while ensuring maximum data integrity and
accuracy - Work with Quality Coaches and Shift Supervisors to evaluate
individual performance and make efforts to improve performance
where the need has been indicated - Assist with guest recovery and escalations
- Secure and process advance deposits when making reservations
- Collaborate with all other departments to ensure a smooth response
to guest requests - Perform other job-related duties as requested
- Collaborate with property M life departments as well as M life
Experience Managers regarding discrepancies with member
accounts - Creating and/or modifying of room, entertainment and dining
reservations located within MGM Resorts International properties for M life members - Review and respond to communication with M life members through
multiple email channels - Investigate and resolve M life member inquiries regarding tier level
and/or tier credit adjustments
Warehouse Worker
Taylor Farms Foodservice
Kent, WA
08.2021 - 12.2021
- Tracked inventory and resolved issues to maintain accurate records
- Lifted materials of varied weights regularly to transport items to
proper warehouse location - Worked 50hrs per week.
- Kept shelves, workstations and pallet areas neat and tidy to maintain safe work environment.
- Filed requisitions for out of stock items and supplies.
Certified Nursing Assistant
Lyndon B. Johnson Hospital
Pago Pago, AS, American Samoa
01.2014 - 04.2015
- Assessed vitals and noted medical information to report changes to
physicians - Provided assistance in daily living activities by dressing, grooming,
bathing, and toileting patients - Answered signal lights, bells or intercom systems to determine resident needs.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Documented activities and recorded information in EMR system.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
Library Student Assistant
American Samoa Community College
Pago Pago, AS, AS
09.2013 - 12.2013
- Greeted office visitors, provided information, and directed to
appropriate personal - Support office needs include answering incoming call scanned
documents, and replying to emails - Educated patrons on the use of reference sources, card catalogs, and
automated information systems. - Opened and closed library during specified hours and secured library equipment.
- Located books and periodicals for patrons.
- Helped patrons find specific materials, access library technology and learn borrowing policies.
Education
Bachelor of Science - Psychology
Argosy University
Honolulu, HI09-2017
Associate of Science - Psychology
Argosy University
Honolulu, HI12-2015
High School Diploma -
Leone High School
Pago Pago, AS06-2011
Skills
- Call Management
- Scheduling
- Paperwork Processing
- Data Collection
- Inbound and Outbound Calling
- Data Entry
- Account Updating
- Filing
- Researching
- Call Center Operations
- Credit Card Payment Processing
- Shipping and Receiving Understanding
- Technical Support
- Microsoft PowerPoint
- Multi-Task Management
- Research
- Payment Processing
- Microsoft Outlook
- Spreadsheets
- Order Processing
- Follow-Up Skills
- Staff Training
- Computer Proficiency
- Microsoft Excel
- Clerical Support
- Adaptive Team Player
- Problem-Solving Abilities
- Reading Comprehension
- Active Listening
- Coordination
- Customer Education
- Delivery Scheduling
- Report Preparation
Languages
Samoan
Native/ Bilingual
Timeline
Customer Service Representative
Hawaiian Airlines
06.2023 - 12.2024
Customer Care Coordinator
MGM Resort International
11.2022 - 07.2023
Customer Service Representative/Baggage Service Agent
Worldwide Flight Services
08.2021 - Current
Warehouse Worker
Taylor Farms Foodservice
08.2021 - 12.2021
Certified Nursing Assistant
Lyndon B. Johnson Hospital
01.2014 - 04.2015
Library Student Assistant
American Samoa Community College
09.2013 - 12.2013
Bachelor of Science - Psychology
Argosy University
Associate of Science - Psychology
Argosy University
High School Diploma -
Leone High School
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