SHI HAO YONG (ALEX)
Brisbane
Summary
Dedicated customer service professional with 3+ years' experience in high-volume enquiry environments, including call centre and front-counter roles. Proven ability to build enduring relationships with diverse stakeholders, resolve complex issues with empathy, and contribute to process improvements in fast-paced settings. Seeking to leverage strong communication and problem-solving skills in Client Service Officer role to deliver exceptional service outcomes.
Overview
5
5
years of professional experience
3
3
Certification
Work History
Senior Motor Claim Liability Dispute Consultant
AUTO & GENERAL
11.2024 - Current
- Managed high-volume client/third party liability dispute/legal enquiries via phone, and email resolving issues on first contact and escalating complex cases appropriately.
- Built and maintained productive relationships with internal/external stakeholders, including clients, solicitors, and team members to facilitate collaborative outcomes.
- Handled complaints with empathy and respect, ensuring positive service experiences and adherence to organizational policies and code of conduct.
- Contributed to process improvements by identifying inefficiencies in enquiry workflows.
- Prepared reports, correspondence, and documentation to support decision-making and compliance requirements.
- Supported team operations in a rostered environment, including adherence to schedules and breaks.
Customer Relationship Officer
PANTHERA FINANCE
03.2023 - 11.2024
- Provided frontline customer service in a call center setting, assisting diverse clients with debt details/enquiries, complaints (AFCA), and referrals.
- Demonstrated strong problem-solving by assisting client/debtors to assess and resolve customer requests efficiently, often under tight deadlines.
- Collaborated with cross-functional teams (digital/legal) to deliver customer-focused initiatives and ensure alignment with strategic and sustainable goals.
- Maintain accurate records in database, ensuring data integrity and confidentiality.
Operation Manager
LEMAK
11.2020 - 03.2023
- Oversaw daily operations to increase customer satisfaction and monitor operational costs.
- Led cross-functional teams in implementing new processes.
- Developed and executed crisis management plans, ensuring zero disruptions during high-occupancy periods or emergencies.
- Boosted revenue through targeted up selling strategies.
Education
Advance Diploma - Leadership and Management
Queensland Academy of Technology
07.2023
Diploma - Project Management
Queensland Academy of Technology
04.2022
Bachelor - Environmental Design and Architecture
University of Tasmania
12.2018
Skills
- Customer Enquiry Resolution & Complaint Handling
- Stakeholder Engagement & Relationship Building
- Empathy and Active Listening in Sensitive Interactions
- Administrative Support & Data Management (Microsoft Office Suite, Genesys system, email)
- Process Improvement & Compliance with Policies/Directives
- Written and Verbal Communication (complaint reports, correspondence, briefings)
- Team Collaboration & Prioritization in High-Volume Environments
- Knowledge of Queensland Public Sector Values (customers first, accountability)
Certification
- ANZIFF module/training
- ACCC
- ASIC
- CPCCOHS1001A – Work Safety in the Construction industry certification
- Workplace Health and Safety Queensland (Construction Induction certification)
Timeline
Senior Motor Claim Liability Dispute Consultant
AUTO & GENERAL
11.2024 - Current
Customer Relationship Officer
PANTHERA FINANCE
03.2023 - 11.2024
Operation Manager
LEMAK
11.2020 - 03.2023
Diploma - Project Management
Queensland Academy of Technology
Bachelor - Environmental Design and Architecture
University of Tasmania
Advance Diploma - Leadership and Management
Queensland Academy of Technology