Tupou Finefeuiaki
Salt Lake City,UT
Summary
Adaptable professional with a strong background in customer service and team leadership. Skilled in data entry accuracy and conflict resolution, consistently achieving high customer satisfaction through tailored solutions and effective team collaboration.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Delta Air Lines, Inc
Salt Lake City, Utah
02.2020 - Current
- Collaborated with departments to resolve complex customer issues, enhancing customer satisfaction and retention.
- Utilized active listening skills to understand customer needs, providing customized solutions that addressed specific concerns.
- Responded to customer emails and phone calls promptly and professionally, ensuring a positive customer experience.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Processed airline reservations, cancellations, and changes for domestic and international flights.
Customer Service Team Lead
Delta Air Lines, Inc
Salt Lake City, Utah
02.2023 - 02.2024
- Trained new team members on service methods, evaluating service delivery through quality assurance program to ensure consistent standards.
- Monitored team performance, providing regular constructive feedback to foster improvement and development.
- Implemented best practices to enhance overall customer satisfaction levels.
- Assessed training needs via surveys and feedback sessions, identifying key areas for employee development.
- Provided support for individual employees who had difficulties during active sessions.
Front Desk Receptionist
South Jordan Recreation Center
South Jordan, Utah
09.2017 - 01.2018
- Oversaw front desk operations, ensuring welcoming atmosphere for visitors.
- Scheduled appointments and coordinated facility usage for community programs.
- Answered phone calls and provided information about recreational offerings.
- Facilitated membership registrations while ensuring accurate record-keeping.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Delivered administrative support by organizing documents, photocopying, and scanning materials efficiently.
Education
High School Diploma -
Bingham High School
South Jordan, UT06-2017
Some College (No Degree) - Business Administration And Management
Ensign College
Salt Lake City, UTSkills
- Service excellence
- Effective communication
- Conflict resolution
- Multi-task management
- Data entry accuracy
- Office equipment proficiency
- Adaptability and flexibility
Timeline
Customer Service Team Lead
Delta Air Lines, Inc
02.2023 - 02.2024
Customer Service Representative
Delta Air Lines, Inc
02.2020 - Current
Front Desk Receptionist
South Jordan Recreation Center
09.2017 - 01.2018
High School Diploma -
Bingham High School
Some College (No Degree) - Business Administration And Management
Ensign College