Alana Lavington
Ulladulla,NSW
Summary
Adept at elevating customer experiences, I honed my problem-solving and database maintenance skills at Service NSW, where I won the Voice of the Customer award. My proactive approach and ability to handle complaints professionally have consistently improved service standards, showcasing my commitment to excellence and teamwork in fast-paced environments. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Energetic Service Representative familiar with Government products and services. Provides knowledgeable and fast answers. Excellent listener and communicator. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. 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 and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
DSR (Digital Service Representative)
Service NSW
03.2023 - Current
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focused on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- worked with over 50 agencies that offer over 1,000 NSW Government transactions.
- Was able to work in a team as well as individually.
- Professionally resolved enquiries and complaints from customers that presented uncooperative, disruptive and abusive behaviour, whilst adhering to a consistent application of policies, guidelines, procedures and legislation.
- Won a Award for Voice of the customer out of 125 Service Centres for my Customer Service and patience.
- Detained positive feedback from customers i helped on Ulladulla Notice Board, Building a good name in my community for my extensive ability to resolve problems for customers.
DSR Traineship (Digital Service Representative)
Service NSW
06.2022 - 03.2023
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Completed Abusive Customer Training
- Completed study in 9 months over a 12 month contract with HVTC, Service Nsw.
- Can Take care of the floor myself providing customers with the highest professionalism.
- Helped to resolve customer resolution effectively.
Bartender
Harvest Bar
02.2022 - 07.2022
- Served high customer volumes during special events, nights, and weekends.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Supported special events through attentive service, adapting quickly to varying needs of guests or clients.
- Ensured compliance with health and safety regulations, routinely checking and documenting bar cleanliness and equipment functionality.
- Adapted to fast-paced environment, effectively managing multiple drink orders simultaneously without compromising quality.
- Watered on busy nights supporting the team in areas they needed help.
Covid 19 Hygienist
Service Nsw
06.2021 - 06.2021
- Cleaning and removing germs, dirt and impurities from surfaces killing germs and reducing them from spreading an infection.
- spraying and wiping down bench surfaces to stop the spread of Covid 19 Virus.
- Health Regulations.
- encouraging staff members to sanitise hands using cleaning products to keep customers and work colleges safe.
- 1.5m distancing, ensuring customers are following protocols and government policies.
- keeping the environment clean and safe for everyone.
- WHS Practices.
PROCESS WORKER • DB SCHENKER & DARRELL LEA
Labour Power
09.2020 - 12.2020
- Pick packing products
- Loading and unloading trucks
- RF Scanner experience
- Power tool experience
- WHS practices
- Cleaning duties
- Maintained a clean and organized workspace, resulting in a safer environment for all employees.
- Maintained compliance with health, safety, and environment practices.
- Prepared, boxed, and staged outgoing shipments.
- Participated in regular safety meetings, promoting a culture of awareness and compliance within the workplace.
- Streamlined processes through effective communication with supervisors and coworkers, enhancing overall productivity.
- Met production targets and tight deadlines by collaborating closely with team members.
Assistant
Ulladulla Guest House
06.2019 - 12.2020
- Worked closely with management to provide effective assistance for specific aspects of business operations.
- Customer service
- Kitchen hand (Food preparation)
- Cleaning residents rooms
- Making coffees
- WHS practices
- Cleaning duties
- Managing bookings and customer enquiries
- Answering phone calls and managing accounts
whilst manager was away.
Education
ROSA (Record of School Achievment) -
Ulladulla High School
Ulladulla03.2017
Skills
- Customer Support
- Customer Relations
- Database Maintenance
- Organization
- Complaint Handling
- System updates
- Payment Acceptance
- Schedule Management
- Problem-solving abilities
- Data Entry
- Customer Service
- Critical Thinking
- Call Center Operations
Accomplishments
- Won a Bravo award for my ability to show patienc, helped a Gentlemen for 3 weeks straight to renew his comercial security licence.
- deescalating the situation when enhightenered emotions where shown.
- Working with him determined to resolve his issue i was on the phone daily resolving this matter with great success i finally renewed his commercial security licence.
- My patience was greatly rewarded by my manger in which wrote me a Bravo nomination.
- after a couple weeks i had won which is a massive achievement.
- i won out of 114 service centres and was rewarded by the chief executor officer of Service Nsw Greg Wells.
Timeline
DSR (Digital Service Representative)
Service NSW
03.2023 - Current
DSR Traineship (Digital Service Representative)
Service NSW
06.2022 - 03.2023
Bartender
Harvest Bar
02.2022 - 07.2022
Covid 19 Hygienist
Service Nsw
06.2021 - 06.2021
PROCESS WORKER • DB SCHENKER & DARRELL LEA
Labour Power
09.2020 - 12.2020
Assistant
Ulladulla Guest House
06.2019 - 12.2020
ROSA (Record of School Achievment) -
Ulladulla High School
Similar Profiles
Iqra ShahbazIqra Shahbaz
Customer Service Officer at Service NSWCustomer Service Officer at Service NSW
Orshina KorkoOrshina Korko
Digital Service Representative at Service NSWDigital Service Representative at Service NSW
Fiona BoltonFiona Bolton
Implementation Analyst at SERVICE NSWImplementation Analyst at SERVICE NSW