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I’m an experienced call centre and customer service leader with over 8 years of high-volume operations experience at Telikom PNG Limited. I’m known for delivering KPI and SLA performance, leading teams across rotating shifts, producing clear performance reports in Excel, and keeping service quality high through coaching and continuous improvement. I enjoy resolving escalations and frustrated customer complaints with empathy and professionalism, while working closely with technical and operations teams to get issues fixed quickly. I’m also a part-time student in Business and Human Resource Management, and I bring that learning mindset into my day-to-day work—supporting staff scheduling, process improvement, and accurate customer records to drive better customer experiences.…I’m an experienced call centre and customer service leader with over 8 years of high-volume operations experience at Telikom PNG Limited. I’m known for delivering KPI and SLA performance, leading teams across rotating shifts, producing clear performance reports in Excel, and keeping service quality high through coaching and continuous improvement. I enjoy resolving escalations and frustrated customer complaints with empathy and professionalism, while working closely with technical and operations teams to get issues fixed quickly. I’m also a part-time student in Business and Human Resource Management, and I bring that learning mindset into my day-to-day work—supporting staff scheduling, process improvement, and accurate customer records to drive better customer experiences.

Eve Stefania Kume

Data Analyst, Social Media Freelancer, Assistant Editor, +2

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I’m an experienced call centre and customer service leader with over 8 years of high-volume operations experience at Telikom PNG Limited. I’m known for delivering KPI and SLA performance, leading teams across rotating shifts, producing clear performance reports in Excel, and keeping service quality high through coaching and continuous improvement. I enjoy resolving escalations and frustrated customer complaints with empathy and professionalism, while working closely with technical and operations teams to get issues fixed quickly. I’m also a part-time student in Business and Human Resource Management, and I bring that learning mindset into my day-to-day work—supporting staff scheduling, process improvement, and accurate customer records to drive better customer experiences.…I’m an experienced call centre and customer service leader with over 8 years of high-volume operations experience at Telikom PNG Limited. I’m known for delivering KPI and SLA performance, leading teams across rotating shifts, producing clear performance reports in Excel, and keeping service quality high through coaching and continuous improvement. I enjoy resolving escalations and frustrated customer complaints with empathy and professionalism, while working closely with technical and operations teams to get issues fixed quickly. I’m also a part-time student in Business and Human Resource Management, and I bring that learning mindset into my day-to-day work—supporting staff scheduling, process improvement, and accurate customer records to drive better customer experiences.

Available to hire

I’m an experienced call centre and customer service leader with over 8 years of high-volume operations experience at Telikom PNG Limited. I’m known for delivering KPI and SLA performance, leading teams across rotating shifts, producing clear performance reports in Excel, and keeping service quality high through coaching and continuous improvement.

I enjoy resolving escalations and frustrated customer complaints with empathy and professionalism, while working closely with technical and operations teams to get issues fixed quickly. I’m also a part-time student in Business and Human Resource Management, and I bring that learning mindset into my day-to-day work—supporting staff scheduling, process improvement, and accurate customer records to drive better customer experiences.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Mobile & Telikom Limited Call Centre Team Leader at Telikom PNG Limited

December 1, 2017 - October 1, 2025

Led call centre operations with a strong focus on customer experience, KPI achievement, and service-level compliance. Oversaw day-to-day team execution, coaching, and performance monitoring, managed escalations and complaint resolution, and ensured accurate reporting to support decision-making. Coordinated with internal technical/operations teams to address service issues and improve efficiency while maintaining high customer satisfaction. Contributed to recruitment support, process documentation, and staff performance review preparation.

Call Centre - Mobile Support Team Leader at Telikom Limited

December 1, 2017 - October 1, 2025

Monitor calls and emails to ensure quality standards, compliance, and excellent customer experience; coach, train, and mentor agents to improve performance, productivity, and confidence; manage schedules, attendance, and shift planning to ensure adequate coverage; handle escalated customer complaints and resolve complex issues; track KPIs (AHT, CSAT, QA scores, adherence, productivity); prepare and present performance reports to management; support onboarding and training of new hires; motivate team to maintain high morale and engagement; implement process improvements to increase efficiency and service quality.

Mobile Support Team Leader at Bmobi(le) / Telikom PNG Limited

September 1, 2017 - December 1, 2024

Supervised and managed a team of 27 customer service staff across rotating shifts, monitored performance to ensure consistent achievement of KPIs and SLAs, and produced Excel-based performance reports to track productivity and identify service gaps. Led coaching, mentoring, and performance management to strengthen team capability, handled escalated requests, queries, and complaints to ensure timely resolution, and collaborated with technical and operations teams to improve service outcomes. Managed staff schedules and logistics and supported management with recruitment support, process documentation, and staff performance reviews.

Mobile & Vodafone Call Centre Representative at Bmobi(le) / Vodafone

June 1, 2017 - December 1, 2017

Assisted customers with queries via email and phone, actively followed up on pending complaints and service tickets to ensure closure within SLA, and resolved frustrated customer complaints with empathy, professionalism, and efficiency. Maintained accurate customer records and reports, raised service tickets to technicians for corporate landline issues, and supported scheduling, filing, and general office administration. Ensured high levels of customer satisfaction by managing communication carefully and keeping service processes on track.

Call Centre Representative at Telikom Limited

June 1, 2017 - December 1, 2017

Respond to customers' queries via email and phone; resolve customer complaints professionally and efficiently; maintain accurate customer records and reports; ensure high levels of customer satisfaction; assist with scheduling, filing, and general office administration.