Alicia Hornbuckle
Barellan,New South Wales
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the customer service industry. Solid team player with an outgoing, positive demeanour and proven skills in establishing rapport with clients. Strong administrative and organizational skills with a passion for developing relationships, cultivating partnerships and growing businesses.
Overview
20
20
years of professional experience
Work History
Customer Care Specialist
Service NSW
11.2019 - Current
- Provide timely, personalized, high quality support to customers to determine eligibility for a variety of Government services and assistance packages
- Work with a variety of information sources from a range of government agencies to connect and find solutions for customers and stakeholders
- Conduct analysis of community needs and resources to support and implement strategic plans.
- Develop and maintain relationships with community organizations and agencies.
- Coordinate and implement numerous meetings, forums and community events.
- Speak at public events, evangelizing for organizational goals and interests.
- Collaborate with community organizations in other regions to support state-wide and national outreach initiatives.
Customer Service Representative
Service NSW
11.2018 - 11.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Provide advice & assistance to build customer capability regarding products and services
- Actively listened to customers, handled concerns quickly and escalated major issues to management.
- Maintained up-to-date knowledge of product and service changes.
- Perform administrative activities, including the creation and update of records, in line with privacy requirements and legislative obligations to ensure the integrity of information and to support effective service delivery
Member Service Officer
My Credit Union
10.2012 - 11.2018
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided customer records, account statements and copies of cheques.
- Reconciled cash drawer and resolved discrepancies.
- Assisted customers in understanding loan terms and conditions to make informed decisions.
- Submitted loan applications to underwriter for verification and recommendations.
- Identified sales opportunities and referred customers to branch partners in financial services.
Bank Teller
Commonwealth Bank
02.2010 - 09.2010
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Call Centre Representative
Salmat
06.2005 - 01.2009
- Responded to inbound customer calls to answer questions about Telstra products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Retail Assistant
Go-Lo
03.2003 - 06.2005
- Operated cash register for cash, cheque, and credit card transactions with excellent accuracy levels.
- Stocked merchandise, clearly labelling items, and arranging according to store policy
- Greeted customers, helped locate merchandise, and suggested suitable options.
- Maintained tidy and organized store environment to comply with cleanliness standards.
- Worked flexible schedule and extra shifts to meet business needs.
Education
Certificate IV - Banking Services
Institute of Strategic Management
Online12.2014
Certificate III - Business
TAFE NSW
Leeton, NSW12.2012
Certificate III - Customer Contact
TAFE NSW
Wagga Wagga, NSW12.2006
Skills
- Self management
- Communication and interpersonal skills
- Adept thinker
- Attention to detail
- Time management
- Microsoft Office 365
- Schedule management
Timeline
Customer Care Specialist
Service NSW
11.2019 - Current
Customer Service Representative
Service NSW
11.2018 - 11.2019
Member Service Officer
My Credit Union
10.2012 - 11.2018
Bank Teller
Commonwealth Bank
02.2010 - 09.2010
Call Centre Representative
Salmat
06.2005 - 01.2009
Retail Assistant
Go-Lo
03.2003 - 06.2005
Certificate IV - Banking Services
Institute of Strategic Management
Certificate III - Business
TAFE NSW
Certificate III - Customer Contact
TAFE NSW
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