Lillian Taumua
‘Aiea,HI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
21
years of professional experience
Work History
Monitoring Alarm Operator
Alert Alarm Hawaii
04.2013 - Current
- Notify business or residential customers of alarms or issues with their systems.
- Monitors and directs contract security officers, police, fire or ambulance.
- Provides clear and concise information to field personnel in emergency situation.
- Data entry and multi-tasking.
- Conducted video surveillance of various locations
- Handle confidential customers and government accounts.
- Submit service work orders and set appointments for repair technicians.
- Troubleshoot with customer over phone when service is not available.
- Updated call lists or account information for our business or residential customers.
- Handled escalated calls to give our customers peace of mind.
Customer Service Representative
AT&T Mobility
03.2003 - 03.2013
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Diploma -
Kaimuki High School
Honolulu, HI06.1986
Skills
- Decision Making
- Customer Service
- Geographical Knowledge
- Active Listening
- Organizational Skills
- Telephone Etiquette
- Multitasking Abilities
- Dispatch Software Familiarity
- Effective Communication
- Computer Proficiency
- Interpersonal Skills
- Emergency Response
- Adaptability
- Problem Solving
Timeline
Monitoring Alarm Operator
Alert Alarm Hawaii
04.2013 - Current
Customer Service Representative
AT&T Mobility
03.2003 - 03.2013
Diploma -
Kaimuki High School