Summary
Overview
Work History
Skills
Accomplishments
Timeline
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Adele Smith

Lara,VIC

Summary

Dynamic Customer Service Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills, with the ability to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals.

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
Geelong, VIC
04.2009 - 12.2022
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Developed effective working relationships with team members across multiple departments.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided accurate, valid, and complete information to customers.
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
  • Ensured compliance with company policies regarding privacy laws and data protection regulations.

Team Leader (Acting)

Service Australia
Geelong, Vic
01.2018 - 03.2022
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Ensured compliance with all safety regulations in the workplace.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.

Office Administration Assistant

Barwon Health
Geelong North, Vic
11.1999 - 04.2009
  • Organizing and maintaining filing systems, both manual and electronic.
  • Creating presentations, reports, spreadsheets, forms and other documents in Microsoft Office Suite.
  • Providing administrative support to management team members.
  • Performing data entry tasks into various databases when needed.
  • Scheduling appointments for staff members or clients if necessary.
  • Conducted periodic reviews of trust accounts to ensure compliance with internal policies, procedures, and relevant regulations.
  • Assisted with the preparation of financial statements and other documents related to trust accounts and facility funding.
  • Maintained records of all transactions associated with trust accounts, ensuring that they are accurate and up-to-date.
  • Supported residents and their family members with the transition into nursing care with empathy, compassion, and friendly professionalism.
  • Ensured the integrity and privacy of all resident records and financial circumstances
  • Sourced, requested, and provided payments to businesses who provided goods and services to residents

Skills

  • Team Building
  • Analytical Thinking
  • Troubleshooting
  • Friendly, Positive Attitude
  • Excellent Communication
  • Time Management
  • Self-Directed
  • Flexible and Adaptable
  • Active Listening

Accomplishments

  • National Recognition Award received for outstanding customer service and business integrity
  • Successfully applied for team leader pool, regularly completing relief team leader roles continually, receiving positive feedback.
  • Learning support officer, supporting new staff with their transition from training to providing business-as-usual duties, supporting positive customer and staff outcomes.
  • Numerous site awards received for exceeding targets, exception customer service and continued peer support

Timeline

Team Leader (Acting)

Service Australia
01.2018 - 03.2022

Customer Service Officer

Services Australia
04.2009 - 12.2022

Office Administration Assistant

Barwon Health
11.1999 - 04.2009

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Adele Smith