Abigail JAKOBSEN
Rouse Hill
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Proactive Safety Supervisor with commitment to reducing incidents through effective policies, attention to detail, and training.
Overview
8
8
years of professional experience
Work History
Customer Service Manager (Reservist Position)
Young Endeavour Youth Scheme
03.2024 - Current
- Maintain and contribute to the delivery of high-quality customer service activities to achieve business outcomes
- Accountable to ensure all team members are utilising relevant business systems and processes
- Inform, coach, and develop other team members to build and maintain skills in systems knowledge, product, and services
- Implement business practices, processes, and tools to support accurate provision of information to customers
- Research continuous improvement strategies and frameworks to ensure service delivery is optimised
- Build and sustain relationships with internal and external stakeholders to meet needs and expectations the Australian Public regarding customer service
- Interpret and comply with legislative, policy and regulatory frameworks
- Coordinate the provision of advice and guidance to others on complex customer support and administrative activities and tasks
- Responsible for maintaining and reporting on the performance of the customer service function through reporting, analysis, and liaison to support continuous improvement activities
- This includes, but is not limited, to data collection and collate activities
- General support the YEYS organisation
- Including, but not limited, to supporting Voyage Administration and general administration and project support.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
Navy Gap Year, Seaman
Royal Australian Navy
02.2023 - Current
- Work placements throughout the Navy including: Boatswains Mate, Hydrographic Systems Operator, Maritime Logistics – Supply Chain, Naval Police Coxswain, Young Endeavour Youth Scheme
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Worked flexible hours across night, weekend and holiday shifts.
- Paid attention to detail while completing assignments.
Animal Attendant
Sydney Pet Resort
03.2016 - 02.2023
- Work competently and efficiently both independently and as part of a team to maintain a safe workplace and environment for felines and canines
- Cleaning sleeping and exercise areas of all animals to a suitable standard
- Work reception including customer service and EFTPOS machine experience, ensuring that the clients are satisfied with the facilities available and care for their pets
- Ensure all animals are happy and healthy while under the care of the business, with optimal safety measures in place
- Ensure all animals are prepared for departure at the scheduled time, including bathing, blow drying and a thorough health check
- Organise and maintain a busy bathing schedule on busy days (including 30+ departures)
- Ensuring that any animal with medications receive those medications with correct dosage when they are needed. Reporting any injuries of animals immediately to Manager on Duty, with documented photos
- Supervision of group play of dogs to ensure all animals are happy and safe.
Education
Higher School Certificate -
Rouse Hill High School
Bachelor of Science (Zoology) and Bachelor of Natural Science (Animal Science) -
Western Sydney University
2021
Skills
- Scheduling
- Spreadsheets
- Proofreading
- Customer Relations
- Customer Service
- Data Entry
- Paperwork Processing
- Call Management
- Data Collection
- CRM Software
Timeline
Customer Service Manager (Reservist Position)
Young Endeavour Youth Scheme
03.2024 - Current
Navy Gap Year, Seaman
Royal Australian Navy
02.2023 - Current
Animal Attendant
Sydney Pet Resort
03.2016 - 02.2023
Higher School Certificate -
Rouse Hill High School
Bachelor of Science (Zoology) and Bachelor of Natural Science (Animal Science) -
Western Sydney University
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