Summary
Overview
Work History
Education
Skills
Affiliations
Interests
Certification
Accomplishments
Work Availability
Work Preference
Timeline
AdministrativeAssistant
Pualani Kahoonei

Pualani Kahoonei

Mt View ,HI

Summary

Dynamic professional with extensive experience in customer service and problem-solving, notably at Hawaii Island Community Health Center. Proven track record in enhancing customer satisfaction through effective complaint resolution and active listening. Skilled in call center operations and fostering teamwork, consistently delivering exceptional results in high-pressure environments.

Professional communicator with proven track record in customer interactions and support. Skilled in managing high-volume calls, addressing customer inquiries, and resolving issues efficiently. Known for strong team collaboration, adaptability, and achieving measurable results. Proficient in using call center software, active listening, and maintaining calm demeanor under pressure.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Knowledgeable and dedicated customer service professional with extensive experience in medical and shipping 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.

Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.

Overview

23
23
years of professional experience

Work History

Call Center Operator

Hawaii Island Community Health Center
11.2023 - Current
  • Assisted patients by answering questions and responding to patient concerns.
  • Recommended clinics and providers, thoroughly explaining details of locations and their specialty
  • Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging patients.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Improved customer retention rates by skillfully resolving complaints and addressing concerns with empathy and professionalism.
  • Reduced average call time for improved efficiency through active listening and clear communication skills.
  • Utilized strong multi-tasking abilities to manage multiple lines simultaneously while maintaining focus on each individual caller''s needs.
  • Navigated complex computer systems to access vital information needed for successfully assisting patients with their needs.
  • Assisted in training new employees on call center processes, fostering a positive work environment through teamwork and collaboration.
  • Investigated and resolved patient inquiries and complaints quickly.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.

Division Manager

PRIMERICA FINANCIAL SERVICES LIMITED
02.2015 - Current
  • Identified areas of improvement in operational workflows to better align resources with organizational goals.
  • Developed strong team dynamics through regular communication, collaboration, and goal-setting initiatives.
  • Reduced costs by identifying inefficiencies and implementing cost-saving measures across the division.
  • Fostered a positive work environment through open communication channels, transparent decision-making processes, and employee recognition programs.
  • Exercised independent judgment in onboarding, training and motivating division staff to maximize performance.
  • Increased division efficiency by streamlining processes and implementing new management strategies.
  • Established clear and consistent policies and procedures.
  • Built strong relationships with each agent to enhance collaboration efforts both internally and externally.
  • Ensured regulatory compliance by staying up-to-date on industry standards, guidelines, and policies, conducting internal audits as necessary.
  • Boosted customer satisfaction rates by addressing concerns promptly and effectively resolving issues.
  • Implemented customer feedback system that led to noticeable improvement in client satisfaction and loyalty.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Resident Property Manager

University Palms Apartment
09.2014 - 08.2015
  • Improved tenant satisfaction by addressing maintenance requests promptly and efficiently.
  • Negotiated contracts with service providers to ensure quality work at competitive prices for property maintenance tasks.
  • Maintained a safe living environment for residents by conducting regular inspections and overseeing repairs.
  • Ensured compliance with all federal, state, and local laws related to housing discrimination or fair housing practices by staying current on regulations updates.
  • Enhanced curb appeal of the property through regular landscaping, common area upkeep, and exterior painting projects as needed.
  • Organized community events for residents to encourage engagement and build positive relationships among neighbors.
  • Streamlined rent collection process, ensuring timely payments and minimizing delinquencies.
  • Maintained organized records of leases, maintenance requests, rent payments, and other property-related documentation for easy reference and accurate reporting.
  • Completed final move-out walk-throughs with tenants to identify required repairs.
  • Introduced prospective tenants to types of units available and performed tours of premises.
  • Coordinated with janitorial and engineering staff on maintenance and upkeep.
  • Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
  • Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
  • Delivered emergency 24-hour on-call service for tenants on building issues.

Dispatcher Manager

Pilot Freight Services
08.2005 - 09.2014
  • Supported business growth by successfully managing the integration of additional territories into existing dispatch operations while maintaining service quality levels.
  • Analyzed key performance indicators to identify areas for improvement in dispatcher operations, driving continuous process enhancements.
  • Collaborated with other departments to address issues impacting overall operational performance, fostering positive interdepartmental relationships.
  • Managed a team of dispatchers, promoting teamwork, accountability, and high-performance standards.
  • Improved customer satisfaction rates with timely and accurate dispatching of service calls and deliveries.
  • Enhanced dispatch efficiency by streamlining communication processes and implementing a new routing system.
  • Increased on-time delivery rates by proactively identifying potential delays and coordinating with drivers to find alternate routes.
  • Reduced response times by closely monitoring dispatcher workloads and adjusting staffing levels accordingly.
  • Optimized resource allocation with strategic scheduling of staff shifts based on anticipated call volumes and workload demands.
  • Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
  • Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
  • Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
  • Answered phone calls and responded to customer emails.
  • Preserved accurate records of dispatched orders, deliveries and receipts.
  • Assisted in resolving customer complaints and grievances.
  • Utilized dispatch software to enter customer orders, deliveries and receipts.
  • Scheduled deliveries and pickups according to customer needs.
  • Scheduled and organized delivery routes.
  • Communicated with customers to provide delivery updates and resolution.
  • Monitored and tracked dispatch communication systems.
  • Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
  • Tracked and monitored vehicle performance and maintenance.
  • Utilized customer feedback to improve customer service.

Airfreight Specialist

Dependable Hawaiian Express
12.2001 - 07.2005
  • Followed all company policies and procedures to deliver quality work.
  • Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
  • Enhanced customer satisfaction with timely and accurate issue resolution.
  • Improved team collaboration by initiating regular strategy meetings.
  • Streamlined project delivery processes, reducing completion times significantly.
  • Frequently inspected production area to verify proper equipment operation.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Supported creation of detailed, technical financial models to value potential acquisition targets.

Education

Associate of Arts - Hawaiian Studies/ Language

Hawaii Community College
Hilo, HI
12-2000

General Studies

Hilo High School
Hilo
06-1993

Skills

  • Customer service
  • Problem-solving skills
  • Goal oriented
  • Resolving issues
  • Customer communications
  • Answering questions
  • Gathering information
  • Interpersonal skills
  • Customer complaint resolution
  • Quality control
  • Call handling
  • Call center customer service
  • Call reception
  • Verbal and written communication
  • Inbound phone calls
  • Cash handling
  • Customer support
  • Communicating with clients
  • Data entry
  • Product knowledge
  • Technical troubleshooting
  • Customer relationship management
  • Appointment scheduling
  • Training experience
  • Complaint resolution
  • Payment processing
  • Calm disposition
  • Inbound phone call management
  • Building rapport
  • Call center operations
  • Sales expertise
  • Technical support
  • Sales closing
  • Prospecting skills
  • Delivery tracking
  • Providing customer support
  • Customer account updates
  • Typing 40 wpm
  • Teamwork
  • Teamwork and collaboration
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Multitasking
  • Multitasking Abilities
  • Calm and professional under pressure
  • Reliability
  • Excellent communication
  • Computer skills
  • Understanding customer needs
  • Customer service excellence
  • Organizational skills
  • Shipping and receiving
  • Effective communication
  • Active listening

Affiliations

  • Hawaii Island Community Health Center

Interests

  • Volunteering for community initiatives to give back to local communities and make a positive impact
  • Baking
  • Music
  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • Gym Workouts
  • Stand-up Paddleboarding (SUP)
  • Dancing
  • Cooking
  • Avid Reader
  • Reading
  • Participate in volleyball, as recreational activities to maintain physical fitness
  • Genealogy
  • Team Sports
  • Playing Sports
  • Volunteering

Certification

  • Life Insurance Producer License - 2015- Present

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 20 or more agents.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company RetreatsPaid sick leave401k matchStock Options / Equity / Profit SharingWork-life balanceCompany Culture

Timeline

Call Center Operator

Hawaii Island Community Health Center
11.2023 - Current

Division Manager

PRIMERICA FINANCIAL SERVICES LIMITED
02.2015 - Current

Resident Property Manager

University Palms Apartment
09.2014 - 08.2015

Dispatcher Manager

Pilot Freight Services
08.2005 - 09.2014

Airfreight Specialist

Dependable Hawaiian Express
12.2001 - 07.2005

Associate of Arts - Hawaiian Studies/ Language

Hawaii Community College

General Studies

Hilo High School

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