Solomon Tulumby
~ Customer Service / Sales Officer~
Gordons 5, Port Moresby, 7021 3899 / 7864 9671, Email: solomon.tulumby@gmail.com
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CAREER SUMMARY
Passionate and result – oriented customer service professional with over five years of
experience in customer service related roles providing expert care, support, and customer
relationship management in a fast paced environment. Strong organization, administration,
and communication skills with a demonstrated history of working in the telecommunications,
recruitment and FMCG industry.
SKILLS / COMPETENCIES
Excellent communication skills (written & verbal)
Strong selling, negotiation and objection handling skills
Excellent planning, organization & prioritization skills
Leadership
Adaptability
Time Management
Team work
Problem solving, solution driven
Interpersonal
Creativity
Tech savvy with good understanding of MS Office suite of applications
Posses a valid Class 6 PNG driver’s license and safe driving record
PROFESSIONAL EXPERIENCE
BRITISH AMERICAN TOBACCO PNG
Port Moresby, Papua New Guinea
Trade Marketing Representative - 09 / 2018 – 04 / 2021
Worked collaborately with over 200 plus retail and wholesale outlets in an assigned territory
in NCD, focused on building and maintaining strong, professional relationships with
customers in ensuring sales and compliance objectives are achieved in all outlets
concerned.
Duties include:
Develop and Implement a Territory Coverage Plan (TCP) each month to ensure all
trade activities and other business objectives for the month are met as scheduled
Analyse, report and interpret store specific data in order to drive growth
Act as the point of reference for external partners by engaging in commercial
conversations and negotiations
Build, encourage and maintain strong business partnership with retailers
Responsibly educate customers on product and category knowledge as well as on
trading terms
Maintain a thorough knowledge of products and services including rules and
procedures
Identify and resolve all customer issues and complaints on time and also ensure to
escalate any unresolved issues to the Area Sales Manager
Maintain good care and protection of company assets such as Tool Of Trade, Laptop
and Mobile phones, and maintain data integrity at all times
Work collaborately with colleagues and contribute to the achievement of team
targets, demonstrated by taking ownership of individual performance and actively
participate in a high performance team culture.
Meet and exceed, performance targets
Continually develop skills to adapt to changing industry and regulatory environment
PNGJOBSEEK / HEAD HUNTERS RECRUITMENT SERVICES
Port Moresby, Papua New Guinea
Customer Service & Marketing Coordinator - 02 / 2014 to 08 / 2018
Successfully grew business by over 50% within an impressive 3-year time frame through
effective cold calling strategies, face-to face meetings, persuasive presentations and
successful ongoing social media and digital advertising campaigns. Constantly provided
support and exceptional customer service to over 400 customers linked to the job board.
Duties include:
Maintain an active client listing of over 400+ active employer accounts on
PNGJOBSEEK; ensuring that each client is receiving sufficient training and support
on the usage of the job board – PNGJOBSEEK.com. Discuss issues and concerns
raised by clients and suggest improvements and ideas to the management.
Plan and execute all daily Business Development activities for PNGJOBSEEK.
Coordinate more than 20 daily sales calls to prospects, follow up on leads, close
sales deals, setup meetings, make presentations,
Promote and create awareness on PNGJOBSEEK through trade-shows, career
fairs, print, and radio advertising. Visit training institutions around PNG to collect CVs
from Grads to register on the job board and talk about job-seeking opportunities with
PNGJOBSEEK,
Create and manage all successful advertising campaigns for PNGJOBSEEK through
Social Media, Mail-chimp and through paid advertisements on Facebook and
LinkedIn
Train and manage a team of Junior Administration staff to ensure all CVs collected
daily are promptly registered onto the database; recruitment advertisements received
from employers are also promptly and correctly posted onto the website; and clients
are correctly advised on products and procedures over the phone and email
Maintain a thorough knowledge of products and procedures
Train and Up-skill new and existing staff on the usage of the job board and all the
products and procedures.
Assist Business Development Staff with the daily planning and execution of tasks
which involves daily phone calls and emails to prospects
Assist the Head Hunters recruitment team with recruitment jobs which involves
screening of candidates, organize and conduct interviews
Keep an up-to-date record of all owings; and payments received into PNGJOBSEEK
Effectively resolve queries and complaints at the first point of contact
Provide exceptional customer service to both internal and external clients on a day-
to-day basis
DIGICEL PNG LIMITED
Port Moresby, Papua New Guinea
Customer Service Team Leader (Outsource Call Centre) - 02/2012 – 05/2013
Successfully coordinated the transfer of over 200 plus international passengers previously
booked with Virgin Australia to Air Niugini due to the cancellation of the code share
agreement between Virgin Australia and Airlines PNG in 2012. The smooth transitioning
together with customer satisfaction reports and consistent high team performance earned
me the top supervisor award in 2013.
Duties include but are not limited to the following:
Organize and direct the daily activities of the telephone sales team
Manage, train, and guide sales agents to execute their tasks
Support the team by resolving problems and complaints
Monitor agents and calculate their performance
Action changes to bookings that require a Supervisor security level
Maintain a thorough knowledge of rules and procedures
Run profit and Loss Report for Team members on a daily / weekly basis
Provide month to date reports on sales and service level to the Management
DIGICEL PNG LIMITED
Port Moresby, Papua New Guinea
Telephone Sales Executive (Outsource Call Centre) - 05/2011 – 02/2012
One of the pioneer staff of Digicel Outsource Call Centre to operate a 24 hours call centre
for PNG Air previously known as Airlines PNG. Consistently over exceeded monthly sales
targets and also received a lot of positive feedback from customers both internal and
external within the first 6 months of operation which earned me the Top Sales Agent award
and a promotion.
Daily duties include:
Answer reservation and sales calls in a prompt and courteous manner
Provide detailed flight information to customers wishing to travel on Airlines PNG or
Virgin Australia
Book flights and issue tickets
Do changes to existing bookings and re-issue Tickets
Collect and process credit card payments for bookings
Coordinate outbound calls to travelling passengers on flight cancellations,
rescheduling, etc.
Maintain a thorough knowledge on rules and procedures
Participate in surveys that required outbound calls to specific clients
Calculate individual sales report on a daily basis
Meet daily KPI’s
Assist support teams in meeting daily service level targets and other Call centre
KPI’s
DIGICEL PNG LIMITED
Port Moresby, Papua New Guinea
Customer Care Executive - 05/2010 – 05/2011
Proactively exceeded individual KPI’s in 2011 which meant consistently achieving 95-100%
score in Product Knowledge, Call Quality, Productivity and Overall Call Performance. Was
selected to assist the Events & Sponsorship team for 3 months and successfully assisted
with the production and launching of Digicel Stars Show in NCD and the Launching of the
Digicel Flagship at Vision City in 2011. Was recognized as a Star Inbound Agent in 2011 .
Daily duties include:
Attend to all inbound and outbound telephone calls in a prompt and cautious manner
Log tickets on all calls received and escalated issues to the support teams where
required
Provide Excellent Customer Service to all internal and external customers
Maintain a thorough knowledge of all products and services
Meet Daily Individual KPI’s on a regular basis
Proactively assisted support teams in meeting daily service level and Call centre
KPI’s
Assisted other departments with events and Marketing activities
Volunteered in activities organized by Digicel Foundation to support the
organization’s goals and mission
EDUCATION AND TRAINING
Grade 12 School Certificate, Kikori Secondary School – 2008
Gulf Province, Papua New Guinea
Emergency Response Plan Induction Training – Airlines PNG, 2012
Port Moresby, Papua New Guinea
Reservations and VRS Induction Training – Airlines PNG, 2011
Port Moresby, Papua New Guinea
Mastering Communication Skills in Handling Difficult Situations Training– NASH
Business Solutions, Port Moresby, Papua New Guinea, 2018
Defensive Driving – 2020
Class 6 Driving License #: 1318842
INTERESTS
Travel, Sight-seeing, Internet
REFERENCES
(Available upon request)
