Diadina Moang
Port Moresby
Summary
Experienced customer service professional with an IT diploma, offering a customer-centric mindset and fluency in English, Motu, and Pidgin languages. Demonstrating excellent communication and interpersonal skills, honed from over a decade of frontline customer service experience in PNG's banking industry. Proven ability to analyze and resolve customer issues within agreed service level agreements (SLAs), utilizing tools and systems to provide timely and effective solutions to end-users. Eager to leverage experience in front-line customer service and passion for problem-solving to contribute to the success of the customer service team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Branch Network Support Officer
BSP Financial Group
10.2024 - Current
- Investigated and resolved account issues by offering applicable options to customers.
- Presented products and services to customers using in-depth knowledge to answer questions.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Executive Assistant
BSP Financial Group
06.2022 - 10.2024
- Screened calls and emails and initiated actions to respond or direct messages for managers.
- Processed travel expenses and reimbursements for executive team and senior management group.
- Organized and coordinated conferences and monthly meetings.
- Answered high volume of phone calls and email inquiries.
- Supported business and hospitality needs of corporate partners and staff during meetings and company events.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Handled confidential and sensitive information with discretion and tact.
- Screened calls and emails and responded accordingly to support executive correspondence.
- Took notes and dictation at meetings.
- Filed paperwork and organized computer-based information.
Administration Officer
BSP Financial Group Limited
03.2021 - 06.2022
- Aided colleagues, managers, and customers through regular communication and assistance
- Prepared agendas and took notes at meetings to archive proceedings
- Support and take full end-to-end responsibility of resolving issues raised by staff related to IT and Support Services including, but not limited to, general use of workstation devices and systems, network and building access via SharePoint; and assist with queries
- Compile management reports on daily and weekly engagements by Management and communicate content from Management
- Providing support for set-up of events, virtual and in-person.
Customer Contact Representative
BSP Financial Group Limited
01.2018 - 03.2021
- Provided customer with step-by-step instructions on how to utilize products and services
- Made follow-up phone calls to customers about general issues
- Verified customer data through phone calls and emails
- Provided primary customer support to internal and external customers
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Handled customer inquiries and suggestions courteously and professionally
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Corporate Banking Customer Service Officer
Westpac Banking Group
01.2012 - 07.2015
- Responded to customer inquiries to provide information on bank accounts, policies, products and services
- Reviewed and analyzed transactions to verify proper processing according to established quality standards
- Investigated disputes and handled suspected fraud with diligence and attention to detail
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts
- Stayed current on banking products, services and regulations to continue delivering top-notch service and support
- Educated customers about available services, products and bank resources
- Answered bank phone lines and directed customers to appropriate department to address concerns.
Teller
Westpac Banking Group, PNG
03.2011 - 11.2012
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates
- Processed customer transactions promptly, minimizing wait times
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers
- Disbursed cash and checks accurately while maintaining security of cash drawers
- Assisted with training of new tellers on policies and procedures
- Maintained accurate records of customer transactions in line with bank procedures
- Maintained friendly and professional customer interactions
- Assisted customers with banking needs and inquiries.
Education
Certificate - Introduction To Customer Service
CVS Health
Online01-2025
Certificate - Customer Service Essentials
Customer Service Institute of Australia
Online02-2024
Certificate - Professional Skills For The Workplace
UC Davis
Online10-2023
Diploma - Information Technology
IEA College of TAFE
Port Moresby12-2010
Skills
- Complaint resolution
- Creating positive customer interactions
- De-escalate conflicts
- Professional telephone demeanor
- Inbound Customer Service
- Communication (English, Pidgin, Motu)
- Call center operations
- Logging call information
- Quality assurance
- Problem-solving skills
- Gathering information
Certification
Certified Complaint Handling Excellence (CCHE)
Completed training from the Customer Service Institute of Australia (CSIA) in complaint handling, focusing on best practices and the CSIA Complaint Handling Framework. Developed skills to effectively respond to customer complaints, view them as opportunities for improvement, and balance passion with process in handling customer issues. Gained expertise in explaining the importance of complaints handling for continuous improvement, responding professionally to complainants, and utilizing communication skills for effective complaint resolution.
Timeline
Branch Network Support Officer
BSP Financial Group
10.2024 - Current
Executive Assistant
BSP Financial Group
06.2022 - 10.2024
Administration Officer
BSP Financial Group Limited
03.2021 - 06.2022
Customer Contact Representative
BSP Financial Group Limited
01.2018 - 03.2021
Corporate Banking Customer Service Officer
Westpac Banking Group
01.2012 - 07.2015
Teller
Westpac Banking Group, PNG
03.2011 - 11.2012
Certified Complaint Handling Excellence (CCHE)
Completed training from the Customer Service Institute of Australia (CSIA) in complaint handling, focusing on best practices and the CSIA Complaint Handling Framework. Developed skills to effectively respond to customer complaints, view them as opportunities for improvement, and balance passion with process in handling customer issues. Gained expertise in explaining the importance of complaints handling for continuous improvement, responding professionally to complainants, and utilizing communication skills for effective complaint resolution.
Certificate - Introduction To Customer Service
CVS Health
Certificate - Customer Service Essentials
Customer Service Institute of Australia
Certificate - Professional Skills For The Workplace
UC Davis
Diploma - Information Technology
IEA College of TAFE
Similar Profiles
Robert DavisRobert Davis
AML Analyst at BSP Financial Group LTDAML Analyst at BSP Financial Group LTD
Arlette WollyArlette Wolly
Fraud Investigator at BSP Financial Group LtdFraud Investigator at BSP Financial Group Ltd
Juanita GamogaJuanita Gamoga
Attached to Strategic Shift 4 Business Banking at BSP Financial Group LimitedAttached to Strategic Shift 4 Business Banking at BSP Financial Group Limited