PERCY TAUNI

Administration & Project Management Professional

Port Moresby, PG.

About

Dedicated management professional with over six years of experience in stakeholder engagement, project oversight, and operational excellence. Currently, as Team Leader for Outbound Projects at Digicel PNG Limited, I excel in coordinating with diverse agencies and corporate clients to ensure seamless project delivery. My focus on team management, compliance, and strategic coordination ensures high standards and efficient outcomes, positioning me to drive operational success as an Administration Manager.

Work

Digicel PNG Limited

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Team Leader - Outbound Projects Coordinator

Port Moresby, National Capital District, Papua New Guinea

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Summary

Led outbound projects, coordinating with government agencies and corporate clients to ensure seamless delivery and operational compliance.

Highlights

Increased project delivery efficiency by 25% through streamlining stakeholder communication processes as primary liaison for government agencies and international partners.

Orchestrated high-level strategic coordination meetings between senior executives and external partners, maintaining project alignment and long-term partnership goals.

Ensured regulatory adherence and audit readiness by managing comprehensive knowledge databases and documentation for internal controls and external audit requirements.

Directed multidisciplinary teams in the execution of national projects, overseeing complex travel logistics, venue setup, and cross-functional communications.

Enhanced team performance and development through comprehensive monitoring, onboarding, and training initiatives for project teams.

Digicel PNG Limited

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Executive - Content & Training

Port Moresby, National Capital District, Papua New Guinea

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Summary

Managed content development and training operations, ensuring effective corporate communication and operational readiness for product launches.

Highlights

Achieved a 30% improvement in training completion rates by effectively coordinating internal resources and leading strategic onboarding initiatives for new products.

Authored official speeches, event scripts, and formal programs for senior leadership, enhancing corporate communication and executive presence.

Orchestrated training operations and facilitated cross-functional collaboration between internal teams, ensuring seamless product and service launches.

Optimized operational efficiency by conducting assessments and monthly reviews, consistently meeting team KPIs and streamlining training logistics, staff records, and resource procurement.

Enhanced workforce productivity and service quality by managing performance scorecards and delivering comprehensive daily, weekly, and monthly reports to management.

Digicel PNG Limited

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Quality Assurance Executive | Member of Initiative Team

Port Moresby, National Capital District, Papua New Guinea

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Summary

Directed quality assurance operations and contributed to strategic initiatives, ensuring high service standards and compliance across a large call center team.

Highlights

Reduced compliance-related issues by 40% in customer interactions by leading quality assurance initiatives and monitoring staff adherence to policy standards.

Coached and monitored a team of over 70 call centre agents, improving service excellence and performance outcomes through targeted feedback and development.

Oversaw daily quality assurance operations, ensuring 100% compliance with company standards and regulatory policies across all customer interactions.

Generated data-driven performance improvement reports and managed scorecards, providing critical daily, weekly, and monthly insights to senior management for strategic decision-making.

Maintained and updated the department's internal knowledge base, issuing regular advisories to keep a large team aligned on new products and services.

Digicel PNG Limited

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Call Center Executive

Port Moresby, National Capital District, Papua New Guinea

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Summary

Managed customer inquiries and complex cases, consistently exceeding performance targets and ensuring high customer satisfaction.

Highlights

Exceeded weekly performance targets (KPIs) by consistently resolving all customer inquiries within set timeframes.

Achieved a 75% first contact resolution rate for customer issues, significantly improving efficiency and customer satisfaction.

Proactively identified and escalated system issues to technical support, ensuring rapid resolution and minimizing service disruption for customers.

Served as a product expert, educating customers on comprehensive product ranges to enhance satisfaction and drive usage.

Efficiently managed high-priority call-back requests and complex customer cases, ensuring complete resolution and customer retention.

Education

Gerehu Secondary School

Port Moresby, National Capital District, Papua New Guinea
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Higher Secondary Certificate General Studies

References

Mr. Justin Hallett

Head of Department – Business Solution - Corporate, Digicel PNG. Contact details: + 61 427 201 423 | What's App: 72220614. Email: justin.hallett13@gmail.com

Mr. Vaashal Mudaliar

Products Manager – Business Solution - Corporate, Digicel PNG. Contact: + 675 7222 0046. Email: vasshal.mudaliar@digicelpacific.com

Mrs. Ledua Lewaniyasana

Head of Service Delivery | Business Solution - Corporate, Digicel PNG. Contact: 675 7222 0562. Email: ledua.lewaniyasana@digicelpacific.com

Languages

English

Tok Pisin

Certificates

Train the Trainer Certificate

Institution Business Banking Management

Digicel In House Presentation Certificate

Strategic training L&D Digicel PNG

Airlines Ticketing Fares 1

Mapex Training Institute

Customer Relationship & Salesmanship

Moale Youth Institute

Skills

Stakeholder Management

Government Relations, International Organizations Liaison, Corporate Client Management, Strategic Partnerships.

Project Management

Project Lifecycle Coordination, Budgeting, Reporting, Multidisciplinary Team Leadership, Logistics Management.

Operational Excellence

Operational Compliance, Audit Readiness, Regulatory Standards, Documentation Management, Internal Controls, KPI Management, Process Optimization.

Communication

Written Communication, Verbal Communication, Speech Writing, Executive Reporting, Cross-functional Communication.

Team Leadership & Development

Performance Monitoring, Training & Onboarding, Coaching, Workforce Oversight, Team Management.

Quality Assurance

Quality Control, Service Standards, Compliance Monitoring, Data-Driven Performance Improvement.

Technical Proficiency

Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Survey Solution, Kobo, Salesforce, AI Survey CTO.

Strategic Negotiation

Consensus Building, Alignment Management, Partnership Development.

Customer Service

First Contact Resolution, Case Management, Product Expertise, Customer Satisfaction.