Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative
Viola Yapen

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

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)

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Viola YapenPurchasing Manager