Maria Votu
Clerical
Port Moresby,Papua New Guinea
Summary
To utilize my skills and experience to contribute to the success of a organization. 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.
Overview
18
18
years of professional experience
Work History
Call Center Operator
Water PNG Limited
07.2024 - Current
- Company Overview: Water PNG limited formerly EDA RANU LTD
- Answer Telephone Calls from Customers regarding faults or Billing queries
- List, report and assign faults reported by customers to relevant teams
- Do daily job sheet for Teams or individuals
- Do monthly reports for Jobs Registered on the system
- Filing for Customer Care Manager
- Liaise with Relevant teams in regard to unattended faults
- Water PNG limited formerly EDA RANU LTD
- Demonstrated resilience in high-stress situations, consistently maintaining a calm demeanor and professional tone when assisting challenging customers.
- Responded to customer requests for products, services, and company information.
- 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.
- Streamlined operations with consistent adherence to company policies and procedures related to call center tasks.
- Proactively identified opportunities for process improvements within the call center, leading to enhanced operational efficiencies.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Supported cross-functional departments by accurately routing calls as needed, promoting an efficient workflow throughout the organization.
- Achieved a high first-call resolution rate by quickly identifying issues and providing appropriate solutions.
- Contributed to streamlined workflows by completing assigned administrative tasks in an organized and timely manner.
- Collaborated with team members to share best practices, resulting in improved overall performance within the call center.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promptly responded to inquiries and requests from prospective customers.
Executive Assistant to Manager (Engineering and Works)
Water PNG Ltd
01.2019 - 02.2023
- Company Overview: Water PNG Ltd formerly EDA RANU
- Acting as receptionist to the Department in person or on the telephone
- Logging all mail in or out of the Department /Division
- Ensure mail out is correctly addressed and dispatched
- Ensure important mail is delivered by hand wherever possible
- Ensure important reports are filed and also sent by postal mail or email
- Ensure confirmation reports are filed and also sent by postal mail or email
- Ensure mail to be posted is correctly franked and recorded of franked value kept for department accounting
- Develop and maintain an effective filing system both on computer and hard copy
- Ensure all computer files & documents are saved to the server or backed-up on back up external drive
- Operate a first-sight file and signature book or using excel spreadsheet
- Check out trays regularly
- Typing documents and letters using company templates where possible or to company format
- Organize meetings, prepare meeting rooms and taking minutes at meetings as required
- Administer Staff attendance timesheets and payroll documents for the department
- Acting as main depot main receptionist
- Water PNG Ltd formerly EDA RANU
- Managed executive schedules to ensure optimal time management.
- Coordinated travel arrangements for seamless executive trips.
- Enhanced team communication by organizing regular meetings.
- Prepared reports and presentations to support executive decision-making.
- Assisted executives with email correspondence to maintain clear communication.
- Improved office efficiency by implementing new organizational systems.
- Organized corporate events for successful business gatherings.
- Liaised with clients and stakeholders to foster strong relationships.
- Handled confidential information with discretion to maintain privacy.
- Conducted research to support strategic planning initiatives.
- Developed filing systems for easy access to vital documents.
- Coordinated with departments to streamline administrative processes.
- Arranged logistics for company events to ensure smooth execution.
- Supported project management tasks to contribute to team objectives.
- Managed office supplies inventory to maintain operational efficiency.
- Assisted in budget preparation for accurate financial planning.
- Improved document management with digital filing solutions.
- Scheduled meetings and appointments to optimize executive workflows.
- Drafted correspondence for professional communication.
- Facilitated onboarding of new employees to support HR functions.
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Served as a liaison between departments to facilitate effective communication throughout the company.
- Improved team communication and collaboration through coordination of weekly meetings and distribution of agendas.
- Streamlined communication between departments, resulting in more effective project coordination and execution.
- Handled payroll processing tasks accurately while maintaining strict adherence to deadlines for timely payments.
- Streamlined office operations, leading to more organized environment by implementing digital filing systems.
- Managed complex calendars for senior executives to facilitate efficient scheduling and meeting planning.
- Fostered positive work environment, organizing team-building activities and events.
Data Entry Clerk (Sewerage Division)
EDA RANU
01.2019 - 07.2019
- Understanding the use of Excel packages and WARIS SYSTEM (software)
- Identifying anomalies and be able to question entries when doing entries for sewerage Job Sheets
- Effective team player supporting colleagues as required
- Undertaking any other duties as are delegated from time to time
- Adhere to Sewerage Operations Procedures
- Producing Clear accurate reports from data collected
Customer Service Officer (HOTLINE-Water Division)
EDA RANU
07.2013 - 10.2018
- Answer Telephone Calls from Customers regarding faults or Billing queries
- List, report and assign faults reported by customers to relevant teams
- Do daily job sheet for Teams or individuals
- Do monthly reports for Jobs Registered on the system
- Filing for Customer Care Manager
- Liaise with Relevant teams in regard to unattended faults
- Developed rapport with clients to foster long-term relationships.
- Managed customer accounts, ensuring all information was accurate and up-to-date.
- Responded to customer queries to ensure positive experience.
- Improved customer retention with effective communication and personalized service.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Completed data entry to record call notes, suggestions and questions.
- Developed strategies to reduce wait times and improve service efficiency.
- Supported sales initiatives by promoting special offers and discounts.
- Identified customer needs to offer tailored solutions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Identified and resolved discrepancies and errors in customer accounts.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Created and maintained detailed database to develop promotional sales.
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Assistant Clerk to Senior Executive Officer and Chief Executive Officer (CORPORATE DEPARTMENT)
EDA RANU
01.2016 - 05.2016
- Act as receptionist to the Chief Executive Officer's office
- Answer the telephone correctly, take and pass messages, log calls requiring action
- Log all mail into or out of the department or Division
- Ensure mail out is correctly addressed and despatched
- Ensure important mail is delivered by hand wherever possible
- Ensure facsimile confirmation reports are filed and faxed documents are also sent by mail
- Ensure mail to be posted is correctly franked and record of franked value kept for department accounting
- Develop and maintain an effective filing system both on computer and hard copy
- Check out trays regularly
- Type documents and letters using company templates where possible or to company formats
- Control stationary, amenities for Chief Executive Officers office, petty cash and refreshments for Board Meetings or Management Meetings
Junior Admin Assistant (Clerk/ Typist)
CHIYODA-JGC JOINT VENTURE-PNG LTD
01.2013 - 07.2013
- Company Overview: (TEMPORARY CONTRACTION FACILITIES)
- Doing all clerical work for the Department
- Attending to all sub-contractors
- Filing Daily & weekly reports for the team's work
- Updating daily records on the system
- Preparing Timesheets for Payroll
- Preparing Letters and Memos
- Assigning Jobs to respective individuals for jobs reported
- Liaising with other contractors, vendors and suppliers
- (TEMPORARY CONTRACTION FACILITIES)
Senior Invoicing Officer
BEMOBILE LIMITED
01.2009 - 12.2011
- Company Overview: (SALES AND MARKETING)
- Receiving and Invoicing of customer orders
- Dispatching of orders to appropriate client's nationwide
- Assisting Dealer Managers in Clients queries
- Preparing Monthly reports for Managers and Sales Director
- Monthly Stock-take Report for Managers
- Promoting Bemobile products
- Attending to customer queries regarding product knowledge
- (SALES AND MARKETING)
Counter Sales
TELIKOM PNG LIMITED
01.2007 - 12.2008
- Company Overview: (MOBILITY SALES & MARKETING)
- Taking Customer Queries (phone, counter and email)
- Doing promotions via email, phone, and counter
- Daily Stock Reconciliation
- Daily Sales Reconciliation
- Preparing Monthly Reports for Stock and Sales
- Sim Card registration, replacement and deactivation
- Doing mobile phone sales promotions
- Selling Top Up Cards to corporate and walk-in clients
- Selling Mobile Phone Gadgets
- (MOBILITY SALES & MARKETING)
General Duties
TELIKOM PNG LIMITED
01.2007 - 06.2007
- Company Overview: (BUSINESS OPERATIONS)
- General Filing
- General Customer Care Duties
- Clerical Work
- Administration Assistant
- Data Entries using Microsoft Word Processor
- Daily Visitors Log book monitoring
- (BUSINESS OPERATIONS)
Education
Diploma - Business Management
Institute of Business Studies
Port Moresby, NCD12.2021
Higher School Certificate - Year 11 to 12 & Computer Studies
Port Moresby National High School
Port Moresby, NCD12.2006
High School Certificate - Year 9 to 10
Gerehu Secondary School
Port Moresby, NCD12.2004
Primary School Certificate - Year 1 to 8
Gerehu Primary School
Port Moresby, NCD12.2002
Skills
- Typing on Microsoft Office Word Processor
- Working with Microsoft Office Excel Spreadsheet
- Using Microsoft Office Outlook and Other Email Programs
- Creating Power Point Presentation on Microsoft Office PowerPoint
- Filing
- Binding and Laminating Documents
- Scanning Documents on Portable and Multi-Function Network Printers
- Customer Care Skills
- Timesheet Entry
- Sales
- Invoicing
- Stock take
- Doing up Memos and Letters
- Doing Sales Promotions
Answering questions
Customer communications
Resolving issues
Problem-solving skills
Customer service
Personal Information
- Date of Birth: 09/25/86
- Gender: Female
- Nationality: Papua New Guinean
- Marital Status: Married
- Religion: Seventh - Day Adventist (SDA)
Hobbies and Interests
- Wants to Delegate then to be been delegated
- Gardening
- Carpentry
- Playing Sports (Netball, volleyball)
- Meeting new people
- Shopping
- Watching Television (TV Series)
- Swimming
- Sewing and Knitting
Contactnumbers
- +675-7463-7328
- +675-7850-1336
Timeline
Call Center Operator
Water PNG Limited
07.2024 - Current
Executive Assistant to Manager (Engineering and Works)
Water PNG Ltd
01.2019 - 02.2023
Data Entry Clerk (Sewerage Division)
EDA RANU
01.2019 - 07.2019
Assistant Clerk to Senior Executive Officer and Chief Executive Officer (CORPORATE DEPARTMENT)
EDA RANU
01.2016 - 05.2016
Customer Service Officer (HOTLINE-Water Division)
EDA RANU
07.2013 - 10.2018
Junior Admin Assistant (Clerk/ Typist)
CHIYODA-JGC JOINT VENTURE-PNG LTD
01.2013 - 07.2013
Senior Invoicing Officer
BEMOBILE LIMITED
01.2009 - 12.2011
Counter Sales
TELIKOM PNG LIMITED
01.2007 - 12.2008
General Duties
TELIKOM PNG LIMITED
01.2007 - 06.2007
Diploma - Business Management
Institute of Business Studies
Higher School Certificate - Year 11 to 12 & Computer Studies
Port Moresby National High School
High School Certificate - Year 9 to 10
Gerehu Secondary School
Primary School Certificate - Year 1 to 8
Gerehu Primary School
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