Alexandra Cacciattolo
Deer Park,Vic
Summary
Experienced and hardworking professional with a customer-focused approach seeking opportunities in administrative or customer service role. Possessing a strong drive and aspiration to excel, aiming to provide exceptional service to customers and add value in a fast-paced working environment. Specializing in servicing people, I am eager to utilize my skills to meet the needs of both the company and its clientele.
Subject Matter Expert and trusted advisor to the business, analysis and examination of company procedures and standard operating tasks is part of my problem solving skills. Collaboration with clients and internal team members, providing consultative enhancements and recommendations to the business. Improve existing processes, procedures, technical enhancements, resource requirements and stakeholder engagement procedures to align with business goals.
Overview
25
25
years of professional experience
Work History
Appointed Subject Matter Expert (SME Change of Ownership)
City West Water Corporation
09.2018 - Current
- Testing the new system for defect and bugs and reporting this back to the business before 'Go live'
- Testing the validation of bills for the new system
- Giving feedback to the business on the errors and raising privacy breaches that the new system generated
- Processing change of ownership documents to create new customer records/close accounts
- Data entry and high attention to detail for accurate customer information including updating customers records and personal information
- Training and mentoring of colleagues to help further develop other team members' knowledge
- Creating new efficiencies for process improvement
- Triage incoming correspondence and enquiries to ensure prioritization of work is met
- Use analytical skills to produce effective problem solving for complex notice of sale cases and reporting statistics to the business
- Proven ability to manage and work autonomously to ensure business schedules and work targets are met
- Identify areas for re-work to ensure that customer first approach is met saving customer complaints.
Inbound Customer Contact Centre
City West Water
02.2013 - 01.2018
- Taking high volume of inbound calls regarding water bill enquiries and assist customers with products and services offered by City West Water: Payment plans, extensions, Centrelink concessions, Centrepay, Utility Relief Grants
- Resolve complex billing issues and de-escalate customer complaints
- Provide a focus on 'first call resolution' by ensuring superior customer service is met via email and phone platforms
- Meeting Key Performance Indicator's to help ensure the delivery of City West Water's grade of service standards are delivered
- Mentoring and supporting other team members to align with City West Water's 'customer first' approach
- Issuing a property information statement for settlement adjustments
- Live the City West Water values of Leadership, Integrity, Innovation and Respect
- Liaison with other internal departments when escalations arise
- Adhering to safety policies and reporting any safety concerns.
Personal Assistant to Proprietor
Harvey Norman Highpoint/Sunshine
11.2007 - 01.2008
- Organise daily schedule and appointments for the Proprietor
- Personal banking for the proprietor, including cheque requisitions and petty cash balancing
- Daily administrative tasks including ordering of uniforms, store general ticketing and procurement.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
Senior Furniture Sales Representative
Harvey Norman Highpoint/Sunshine
11.2006 - 01.2007
- Organise daily schedule and appointments for the Proprietor
- Personal banking for the proprietor, including cheque requisitions and petty cash balancing
- Daily administrative tasks including ordering of uniforms, store general ticketing and procurement.
Furniture Sales Consultant
Megamart Sunshine
10.2000 - 01.2006
- Assist with building sales and handling customer enquiries/complaints
- Store ticketing and assist with visual merchandising
- Stock replenishment and liaison with distributions centres, back of house and head office
- Meet sales budgets with emphasis for add-on sales
- Matching customer needs with products
- Follow up on orders and liaising with suppliers, head office and distribution centers.
Sales Replenishment/Customer Service
Megamart Sunshine
10.2000 - 01.2006
- Assist with building sales and handling customer enquiries/complaints
- Store ticketing and assist with visual merchandising
- Stock replenishment and liaison with distributions centres, back of house and head office
- Meet sales budgets with emphasis for add-on sales
- Matching customer needs with products
- Follow up on orders and liaising with suppliers, head office and distribution centers.
Floating casual (Various Departments)
Myer Highpoint
10.1999 - 10.2000
- Customer service Miss Shop, Manchester & Ladies Shoes
- Transaction Centre (Point Of Sales systems) processing lay-buys, refunds, returns, credit card payments, cash handling
- Assisting in selection of goods and sales
- House Keeping and maintenance of the department.
Education
Bachelor of Arts Degree - Youth Affairs -
RMIT University (Bundoora Campus)
Year 12 VCE -
Brunswick Secondary College
Brunswick, Victoria01.1995
Skills
- 20 years of customer service experience in a variety of settings
- Excellent communication skills both written and orally
- Ability to confidently work autonomously with minimal error
- Highly motivated with a "Can do" attitude
- Always willing to learn and take on new challenges
- Thrive whilst working under pressure
- Excellent team player and able to take on instructions and feedback
- I am flexible, reliable and possess strong time management skills
- Well-developed sales skills and experienced in matching products to needs and customers to services
- Teamwork and Collaboration
- Multitasking Abilities
- Problem-Solving
- Multitasking
- Goal Setting
- Process Improvement
- Attention to Detail
Referencesavailable
True
Pronouns
she/her
Languages
Maltese
Native or Bilingual
Timeline
Appointed Subject Matter Expert (SME Change of Ownership)
City West Water Corporation
09.2018 - Current
Inbound Customer Contact Centre
City West Water
02.2013 - 01.2018
Personal Assistant to Proprietor
Harvey Norman Highpoint/Sunshine
11.2007 - 01.2008
Senior Furniture Sales Representative
Harvey Norman Highpoint/Sunshine
11.2006 - 01.2007
Furniture Sales Consultant
Megamart Sunshine
10.2000 - 01.2006
Sales Replenishment/Customer Service
Megamart Sunshine
10.2000 - 01.2006
Floating casual (Various Departments)
Myer Highpoint
10.1999 - 10.2000
Bachelor of Arts Degree - Youth Affairs -
RMIT University (Bundoora Campus)
Year 12 VCE -
Brunswick Secondary College
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