Viola Yapen
Purchasing Manager
Port Moresby ,Port Moresby
Summary
Dynamic professional with extensive experience at E&C Freezer Trading, excelling in customer service and complaint resolution. Proven ability to enhance customer satisfaction through strategic problem-solving and effective communication. Skilled in database management and adept at fostering key stakeholder relationships, consistently achieving high performance and retention rates.
Overview
4
4
years of professional experience
Work History
Customer Service Officer to Purchasing Manager
E&C FREEZER TRADING
01.2024 - 10.2024
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Completed data entry to record call notes, suggestions and questions.
- Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Administration Support Officer for SME Project Coordinator
District Development Authority
01.2021 - 03.2024
- Contributed to successful project completion by coordinating deadlines, resources, and deliverables among team members.
- Improved workflow efficiency with the implementation of new project management tools and software applications.
- Assisted in employee onboarding processes, contributing to a seamless integration of new hires into the workplace environment.
- Streamlined office processes by implementing efficient filing systems and document management practices.
- Managed incoming correspondence effectively by sorting mail, directing calls, and responding promptly to emails from clients or vendors.
- Increased customer satisfaction through timely responses to inquiries and effective communication with clients.
- Supported financial operations by assisting with budgeting, invoicing, and expense tracking tasks.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Maintained a professional office atmosphere by overseeing inventory, supplies, equipment maintenance, and cleanliness standards.
- Managed travel arrangements for executive staff members including booking flights, accommodations, transportation services accurately within specified budgets.
- Organized company events and meetings, ensuring smooth logistics and positive outcomes for all attendees.
Education
Diploma - OFFICE ADMINISTRATION
Madang Technical College (Business Study)
Madang 08.2021
Skills
Till counting
Service recommendations
Database Management
Documentation and reporting
Inbound and outbound calling
Strategic sales knowledge
Retail store support
Creative problem solving
Money handling abilities
POS systems expert
Recordkeeping strengths
Administrative support
Technical Support
Stock management
Warehousing functions
Report preparation
Retail materials management
Key holder experience
Complaint resolution
Order fulfillment
Key stakeholder relationship building
Timeline
Customer Service Officer to Purchasing Manager
E&C FREEZER TRADING
01.2024 - 10.2024
Administration Support Officer for SME Project Coordinator
District Development Authority
01.2021 - 03.2024
Diploma - OFFICE ADMINISTRATION
Madang Technical College (Business Study)