Alexis Butler
Acenda Life Insurance
Brunswick,Australia
9
years of professional experience
Customer Support and Escalations Specialist experienced in life insurance and complaint resolution. Managed complex customer issues and stakeholder relationships while ensuring regulatory compliance and positive customer outcomes. Delivered personalized service and demonstrated strong problem-solving abilities, contributing to a collaborative team environment.
Work History
Escalations and Technical Support Associate
2 Years 2 Months- Handled customer and adviser complaints, escalations, and complex enquiries to ensure timely resolution.
- Investigate cases and deliver resolutions within SLAs and compliance requirements.
- Collaborated with internal teams to facilitate effective solutions and enhance customer satisfaction.
- Delivered leadership support, coaching, and quality review to improve team performance and service quality.
Customer Contact Consultant
1 Year 1 Month- Prepared insurance quotes and addressed complex customer issues, ensuring timely resolutions.
- Assisted customers, advisers, and third parties in resolving policy enquiries to enhance customer satisfaction.
- Facilitated team knowledge sharing and engagement initiatives to promote collaboration.
Bar Supervisor and Content Creator
4 Years- Assisting with the day-to-day organisation of the venue bookings, ensuring readiness for service.
- Allocating tasks to front-of-house staff to ensure smooth daily operations.
- Addressed customer complaints and de-escalated conflicts to maintain a positive guest experience.
- Took orders, prepared drinks, and delivered food to ensure timely service for customers.
- Assisting with other customer requests and general inquiries.
- Closing the venue, ensuring alarms are set, and printing evening’s takings.
- Created engaging content for Hightail's social media platforms to increase brand visibility. and Posting it via Meta Business Suite.
- Coordinated stock and product orders.
Assistant Restaurant and Bar Manager
1 Year 10 Months- Supervised daily operations across The Wine Bar and The Neptune, ensuring service readiness and efficiency of both venues.
- Delivered exceptional customer service, managing guest enquiries, table allocations, and complaint resolution.
- Coordinated staff rosters and shift allocations, supporting team to enhance service delivery.
- Managed front-of-house equipment maintenance and supplier communications.
- Executed end-of-day cash handling, till reconciliation, and security procedures to safeguard venue assets.
Education
Associate Degree - Fashion Merchandising and Textiles
Secondary School
Skills
Escalation & Complaint Management
Customer Service Excellence
Customer service expertise
Technical Leadership
Technical Compliance
Salesforce and Salesforce and Bancs
Technical Documentation
Quality Assurance
Problem Solving
Stakeholder Management
Microsoft Office proficiency
Salesforce and Office
Customer Engagement Tools
High attention to detail
Effective communication
Leadership skills
Works well in a team or autonomously
Adaptable
Takes initiative
Timeline
Escalations and Technical Support Associate
Acenda Life Insurance
05.2024 - CurrentRead More
Customer Contact Consultant
MLC Life Insurance
05.2023 - 06.2024Read More
Bar Supervisor and Content Creator
Hightail Bar
01.2019 - 01.2023Read More
Assistant Restaurant and Bar Manager
The Ramore Group Restaurants
08.2017 - 06.2019Read More
RMIT University
Associate Degree from Fashion Merchandising and Textiles
Read More
Brunswick Secondary College
Secondary School
Read More