Lionel Gunaratnam
Reservoir,VIC
Summary
Dedicated and experienced Customer Service Officer with a strong track record of delivering exceptional support and guidance to clients across diverse industries. Proficient in team management, communication, and problem-solving, consistently ensuring the delivery of high-quality service and exceeding customer satisfaction.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Customer Service Officer-Telstra NBN
JK personnel
Melbourne, Victoria
3 2022 - Current
- In the role as a Customer Service Officer at Telstra, Assisting customers connect to the NBN network by providing technical assistance and troubleshooting any issues that may arise
- When system errors occur, raising IT tickets within Telstra and NBN systems to ensure everything runs smoothly
- Paying close attention to vulnerable customers, offering additional support to meet their needs
- When it comes to handling frustrated or upset customers, staying calm, listen carefully, and use problem-solving techniques to turn the situation around
- This role requires solid knowledge of NBN systems, strong communication skills, and the ability to manage complex situations effectively.
Census Field Manager
Australian Bureau of Statistics
03.2021 - 01.2022
- As a Field Manager I lead and manage a team of up to Twenty Census Field Officers in my geographical location
- I also assist with the recruitment and engagement activities of Census Establishment Officers to facilitate the enumeration of establishments and non-private dwellings such as hotels, hospitals and nursing homes.
Customer Service Officer- Australian Taxation Office Contract
Probe Group
07.2019 - 01.2021
- Working in a inbound call center assisting clients being an individual a tax agent or a representative of a business and assisting them with their tax a based questions or clarifying obligations that must abide by and providing tech support for installation and use of ATO web services.
Manager - Department of Human Services Contract
Serco
03.2018 - 07.2019
- Customer Service Centre Team Leader I was responsible for the supervision and coaching of a Customer Service Centre team
- Reviewing and monitoring the performance and quality of output to ensure the team successfully and effectively contributes to face to face, email and phone product service delivery.
Customer Service Agent-Department of Human Services Contract
Serco
11.2017 - 07.2019
- Working in a call center as a representative for DHS taking inbound calls helping customers from reporting for customers to resolving their enquiries.
Appointment Setter
Verve Portraits
03.2017 - 11.2017
- Working in a call center, warm calling customers to book their photo shoot that have been gifted to them from our clients, Co-ordinating with studios to be able to find suitable time for the customer for their shoot.
Concierge
RMIT Connect
03.2017 - 09.2017
- The first point of contact at RMIT Connect front-line service for students contacting RMIT providing information, advice and guidance via multiple channels to RMIT students on a wide range of student support and administration issues.
Customer Service Officer
RMIT Connect
01.2017 - 03.2017
- Provide face to face administrative assistant to students across all campuses of RMIT.
Admin Assistant
Verve Portraits
09.2016 - 01.2017
- General Admin duties i.e
- Packing and sending out 3000 vouchers per week to potential customers, liaising with multiple departments, quality checking all packages before they are sent out to make sure they are of the highest quality.
Census Technical Support Agents
Australian Bureau of Statistics
07.2016 - 11.2016
- Working in a call center as the first point of contact for Census Field Officers requiring technical support
- In a call center environment, required to provide level 1 technical support to the 25,000 Census Field Officers who are using a range technology to complete their work.
Orientation student Liaison
RMIT Orientation Festival
01.2016 - 03.2016
- During the RMIT Orientation Festival, ensuring all new and returning students have access to information regarding Sport & Recreation's 2016 programs and services.
Link Guide RMIT
RMIT University
01.2016 - 01.2016
- Working in various areas of the city campus to get students involved in RMIT link based recreational activities such as sports, the gym, trips and tours, volunteering and clubs
- Signing up students for clubs and the various link based newsletters and also promoting current Link activities on campus
- Setting up of stalls and collateral at events.
Australian Air Force Cadets- Training Officer (operations)
Air Force Cadets
12.2014 - 12.2015
- Plan, co-ordinate and execute all of the Squadron's Extra Curricular training activities in an efficient and effective manner to ensure that cadets and staff obtain maximum training value.
Junior Production
Saizeria
11.2011 - 02.2013
- Working on policies on how production can be improved.
Manager - Full Time
McDonald's
01.2010 - 11.2011
- Dealing with customer complaints, store operations, ordering stock, planning out rosters, dealing with store policy and procedures.
Education
Diploma - Business Administration And Management
RMIT
Melbourne, VIC 01.2012 - 01.2013
Skills
Call Center
Customer Service
Customer Care
Customer Support
Field Service
Management
Team Management
Additionalinformation
Diploma of Business Administration (RMIT), Cert III retail, Level 2 first aid, Excellent communication skills, Excellent organizational skills, Excellent leadership skills, Manage time well, Work well in team/group situation, when required, Carry out direction/instructions, Use my initiative, Work well independently
Timeline
Census Field Manager
Australian Bureau of Statistics
03.2021 - 01.2022
Customer Service Officer- Australian Taxation Office Contract
Probe Group
07.2019 - 01.2021
Manager - Department of Human Services Contract
Serco
03.2018 - 07.2019
Customer Service Agent-Department of Human Services Contract
Serco
11.2017 - 07.2019
Appointment Setter
Verve Portraits
03.2017 - 11.2017
Concierge
RMIT Connect
03.2017 - 09.2017
Customer Service Officer
RMIT Connect
01.2017 - 03.2017
Admin Assistant
Verve Portraits
09.2016 - 01.2017
Census Technical Support Agents
Australian Bureau of Statistics
07.2016 - 11.2016
Orientation student Liaison
RMIT Orientation Festival
01.2016 - 03.2016
Link Guide RMIT
RMIT University
01.2016 - 01.2016
Australian Air Force Cadets- Training Officer (operations)
Air Force Cadets
12.2014 - 12.2015
Diploma - Business Administration And Management
RMIT
01.2012 - 01.2013
Junior Production
Saizeria
11.2011 - 02.2013
Manager - Full Time
McDonald's
01.2010 - 11.2011
Customer Service Officer-Telstra NBN
JK personnel
3 2022 - Current
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