Lagituaiva Fonua
San Jose,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
10
10
years of professional experience
Work History
Operations Supervisor
Republic Services
06.2022 - 10.2024
- Report and process all paperwork regarding injuries, accidents, and/or incidents pertaining to drivers and customers
- Conduct in the field site checks for safety concerns
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Boosted employee morale and engagement through development of comprehensive rewards and recognition program.
- Handled escalated customer complaints professionally and efficiently, resulting in higher levels of trust from clients.
Account Receivable Specialist
Republic Services
11.2020 - 08.2022
- Contact delinquent customers via phone, email, fax, and/or postal mail to collect payment
- Negotiate and set up payment arrangements
- Work with 3rd party collections agency to provide contact information and history regarding customers
- Research payments to make sure they are applied to correct invoices/accounts
- Supported month-end closing activities by reconciling accounts, preparing reports, and analyzing trends in account performance.
Dispatcher
Crime Alert Alarm Company
10.2014 - 10.2021
- Answer all incoming calls regarding troubleshooting of alarm panels, updating dispatch instructions, updating account information, provide information to proper authorities, etc
- Place outbound calls to customers regarding alarm system, signals received from alarm panel, contact proper authorities when needed including police, fire, paramedics, security, etc
- Create and/or update accounts sent over from other alarm companies
- Handle two way radio and dispatch for Bayside Security Patrol
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
Customer Service Lead Consultant
Republic Services
02.2017 - 11.2020
- Handle all customer service related escalations
- Conduct research and investigations to find resolutions
- Serve as primary resource for customer service, accounting, and operations departments
- Respond to inquiries from internal and external regarding services via fax, email, or phone
- Develop new training methods to train all new employees
- Serve as a backup for Customer Service Manager when out of office
- Managed all front desk/office tasks including greeting customers and conducting transactions
Customer Service Representative
Republic Services
11.2015 - 02.2017
- Answer all incoming calls and place outbound calls when needed
- Create, update, and close out residential, commercial, and industrial accounts
- Schedule all service requests received via phone, email, fax, or walk in
- Cover the front desk when receptionist is on vacation, breaks, and lunches
- Work on special projects assigned from Customer Service Manager
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
High school diploma -
Chaffey High School
Ontario, CA06.2007
Skills
- Problem solving
- Customer service
- Problem resolution
- Microsoft Office
- Management
- Front desk
- Sanitation
- Effective communication
- Time management mastery
- Resourcefulness and initiative
Timeline
Operations Supervisor
Republic Services
06.2022 - 10.2024
Account Receivable Specialist
Republic Services
11.2020 - 08.2022
Customer Service Lead Consultant
Republic Services
02.2017 - 11.2020
Customer Service Representative
Republic Services
11.2015 - 02.2017
Dispatcher
Crime Alert Alarm Company
10.2014 - 10.2021
High school diploma -
Chaffey High School
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