Summary
Overview
Work History
Education
Skills
Timeline
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Lisa Agafili Neiufi

Provo,UT

Summary

Been a stay-at-home mother raising two children since January 2023. In previous years, however, I have gained excellent customer service/communication skills through working for the Polynesian Cultural Center (PCC), DHL, Hallo and New Zealand Couriers for 10+ years. Capable of learning new tasks quickly and proficient in growing key people relationships. Excel in being professional and displaying interpersonal skills at all times, as demonstrated by becoming the Employee of the Month and the Recipient of the Performance Scholarship at the PCC. Highly motivated, multilingual person with numerous skills and life experience. Very driven to continually improve and extend personal skills and knowledge to attain increased responsibility and opportunities for professional growth.

Overview

7
7
years of professional experience

Work History

Office/Customer Service Supervisor

Polynesian Cultural Center, PCC
06.2022 - 12.2022
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Coached and mentored service representatives to deliver polite, professional interactions with over 1000 guests per day.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Led customer service projects to address and achieve key business objectives.
  • Measured and improved customer satisfaction through feedback surveys and analysis.
  • Evaluated staff performance and provided feedback to improve customer service delivery.
  • Onboarded and trained customer representatives to meet performance and service goals.

Operations Supervisor

Polynesian Cultural Center, PCC
04.2021 - 06.2022
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Motivated and trained employees to maximize team productivity.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Analyzed department metrics and performance and reported findings to management.
  • Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
  • Hired, managed, developed and trained staff, established and monitored goals.


TESOL Teacher

Hallo
01.2021 - 04.2021
  • Developed and taught ESL curriculum to improve students' conversational abilities.
  • Educated students in basics of English grammar and conversational speaking.
  • Created new lesson plans based on course objectives.
  • Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
  • Administered language proficiency tests and awarded highest-scoring students.
  • Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.

English Translator

Samoan Methodist Church
05.2020 - 12.2020
  • Translated spoken language between different parties (Samoan and English) between Church members and non-native speakers.
  • Edited and proofread text to accurately reflect English language from Samoan language.
  • Listened to speakers' statements to determine meanings and prepare translations, frequently using electronic listening systems.
  • Translated legal and research materials from Samoan to English.
  • Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.

Tour Guide

Polynesian Cultural Center, PCC
12.2018 - 12.2019
  • Exceed customer expectation: Employee of the Month 2018
  • Provide cultural information to a group of 15+ tourists daily
  • Enhance communication skills through collaborating with people from all around the globe
  • Answered questions, pointed out important features and offered further details about special exhibits to educate visitors.
  • Built personal relationships with guests to promote positive experiences.
  • Continued learning and updating knowledge about tour areas, culture and history to provide accurate, timely and exciting information to tour groups.

Customer Service Attendant

DHL/NZ Couriers
09.2015 - 01.2017
  • Enhanced customer satisfaction by consistently providing prompt and courteous service.
  • Answered incoming calls and provide accurate information and transfers accordingly.
  • Determined emergency and non-emergency orders for express delivery factoring data and time tables of different courier offices around New Zealand.
  • Communicate with other branches on urgent issues/requests for smooth daily operations.

Education

Double B.A - TESOL & Pacific Island Studies, Foundational Language, Social Work

Brigham Young University - Hawaii
La'ie, HI
04.2021

High School Diploma -

Mt Roskill Grammar School
12.2012

Skills

  • Language Skills: Native English and acquired Samoan/Tongan
  • Analytical Skills
  • Communication Skills
  • Proficient in MS Office
  • Typing Proficiency (57 wpm)
  • Multi-tasker
  • Extremely Detail-Oriented
  • People Skills
  • Able to take on heavy workloads and meet deadlines
  • Interpretation skills
  • Leadership Skills

Timeline

Office/Customer Service Supervisor

Polynesian Cultural Center, PCC
06.2022 - 12.2022

Operations Supervisor

Polynesian Cultural Center, PCC
04.2021 - 06.2022

TESOL Teacher

Hallo
01.2021 - 04.2021

English Translator

Samoan Methodist Church
05.2020 - 12.2020

Tour Guide

Polynesian Cultural Center, PCC
12.2018 - 12.2019

Customer Service Attendant

DHL/NZ Couriers
09.2015 - 01.2017

High School Diploma -

Mt Roskill Grammar School

Double B.A - TESOL & Pacific Island Studies, Foundational Language, Social Work

Brigham Young University - Hawaii

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