Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Timeline
Generic

Adele Smith

Lara,VIC

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

23
23
years of professional experience

Work History

Customer Service Officer

Services Australia
04.2009 - 12.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
  • Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Coordinated resources effectively to meet project deadlines and achieve desired results.

Relief Team Leader

Services Australia
04.2018 - 12.2022
  • Boosted overall team performance by providing constructive feedback and reinforcing positive behaviors during debriefs.
  • Achieved client satisfaction through effective communication, collaboration, and problem-solving skills.
  • Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
  • Evaluated employee performance regularly, providing constructive feedback and support for professional growth.
  • Conducted regular meetings with the team to review progress, address challenges, and align goals for successful outcomes.
  • Provided exceptional customer support in addressing concerns and resolving issues promptly to maintain long-term client relationships.
  • Incorporated best practices in service delivery management into daily routines, resulting in better decisionmaking.
  • Participated actively in company-wide initiatives aimed at enhancing overall organizational effectiveness.
  • Established and maintained a culture of excellence within the team, setting high expectations for performance and accountability.
  • Evaluated staff performance and provided coaching to address inefficiencies.

Administrative Manager

Barwon Health - Grace McKellar
11.1999 - 03.2009
  • Improved office efficiency by implementing streamlined administrative processes and procedures.
  • Ensured smooth daily operations with timely completion of all essential administrative tasks and responsibilities.
  • Maintained accurate record-keeping systems to ensure easy access to critical information for decision-making purposes.
  • Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
  • Improved communication between departments for better collaboration and problemsolving.
  • Ensured accurate record-keeping with diligent data entry and database management for vital company information.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Assisted in the preparation of accurate financial reports for senior management decision making.
  • Communicated regularly with customers regarding account questions and issues.

Education

High School Diploma -

Maryborough Technical School
Maryborough, VIC
12.1980

Skills

  • Cross-Functional Teamwork
  • Technical Knowledge
  • Crisis Management
  • Critical Thinking
  • Time Management
  • Attention to Detail
  • Active Listening
  • Effective Communication
  • Interpersonal Skills

Accomplishments

Nationally recognised

Affiliations

  • Volunteer - Blue Sky

Timeline

Relief Team Leader

Services Australia
04.2018 - 12.2022

Customer Service Officer

Services Australia
04.2009 - 12.2022

Administrative Manager

Barwon Health - Grace McKellar
11.1999 - 03.2009

High School Diploma -

Maryborough Technical School

Similar Profiles

CREATE PROFILE
Adele Smith