Summary
Overview
Work History
Education
Skills
References
Volunteer Experience
Timeline
Generic

Alisia Pearce

Bayswater,VIC

Summary

Skilled multitasker with excellent teamwork, problem-solving, and organisational skills. Always willing to take on any task to help the team and am a reliable and dedicated team player. As a Work Study Student, I am an organised and proactive team player and eager to accomplish team objectives. Also, an organised and dependable candidate who can manage multiple priorities with a positive attitude. Passionate about securing an entry-level Teacher's Aide position and ready to help the team achieve their goals and objectives.

Overview

17
17
years of professional experience

Work History

Customer Service Representative

WINConnect/Origin Energy
02.2021 - Current
  • Handle Inbound calls and email enquiries from customers relating to Energy bills and accounts
  • Update customer information, 3 point privacy and security check on all calls
  • Provide exceptional customer service to all customers providing one call resolution where possible
  • Maintain Kpi’s, AHT and After all/wrap up times to ensure Adherence is always kept
  • Analyse billing data and provide communication to customers regarding account data, payments and personal data.

Customer Service Agent

Probegroup – Coles Liqour
11.2020 - Current
  • Handle Inbound calls and email enquiries from customers relating to online order for delivery and Click & Collect order for Liquorland, First Choice Liquor market, and Vintage cellars
  • Update customer information, 3 point privacy and security check on all calls
  • Provide exceptional customer service to all customers providing one call resolution where possible
  • Maintain Kpi’s, AHT and After all/wrap up times to ensure Adherence is kept at all times
  • Provide details and lodge enquiries with Australia post regarding lost/damaged deliveries
  • Provide refunds and cancellations of orders for customers when required.

Customer Service Agent/ Service Dept

Dfp recruitment - MIELE
11.2018 - 04.2019
  • Manage inbound calls in timely manner, focus on one call resolution where possible
  • Follow call flow procedures and quality assurance processes with each call
  • Identify customers’ needs, clarify information, update customer details
  • Troubleshoot basic appliance faults, locate service manuals and determine if a technician is required
  • Escalate calls to appropriate departments when necessary
  • Determine if products are within warranty periods for service requirements
  • Book and confirm technician for customers requiring service technician to attend.

Customer Service Agent

Oracle CMS
02.2017 - 06.2017
  • Manage large amounts of inbound calls in a timely manner (100+ per day)
  • Follow communication “scripts” when handling different topics
  • Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
  • Seize opportunities to upsell products when they arise
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep records of all conversations in our call centre database in a comprehensible way.

Communications Consultant

Help the Kids
10.2015 - 02.2016
  • Demonstrated competence in telephone and first point of contact with a large volume of outgoing calls
  • Excelled in the role requiring the ability to handle a variety of Administrative Tasks, data input and processing sales accounts
  • Records maintained up-to date as required having participation in day to day operation trails
  • Reconciled accounts on a regular basis and reported weekly to our Team Leader.

Store Manager

Brands United
01.2013 - 04.2013
  • Daily tasks to effectively and efficiently maintain Store
  • All Cash handling/Banking procedures open/close store
  • Manage team and organise Rosters
  • Visual merchandising
  • Sending/receiving of all stock procedures pricing all deliveries to store correctly and efficiently
  • Exceed all Customer Service Standards
  • Maintain Sales to Budgets and KPI’s within the store.

Platinum Store Manager

Bras n Things
06.2007 - 01.2013
  • Ensure Company culture “it’s about the Customer Always” is basis of all tasks and decisions made daily
  • Conduct Team meetings regularly
  • Follow up results of Key Performance Indicators and ensure that the Visual Merchandising enhances sales
  • Monitor expense areas and look for opportunities to reduce costs
  • To conduct interviews and recruitment needs for Part Time and Christmas Team Members
  • Align, lead, empower and support team members by providing direction, providing clean expectations, encouraging and providing feedback and recognition to individuals and team
  • Review team levels and maintain a correct level of productivity
  • Manage direct Team member sick calls and sick leave
  • Approve all rostered and worked hours through online systems.

Education

Diploma community services (partial completed) -

Holmesglen Moorabbin

Bachelor of education (primary) -

Swinburne Online
03.2024

Life coaching /Personal development -

Success and you
03.2024

NLP Practitioner Master of Life Coaching -

The Coaching Institute
01.2020

Certificate IV Retail Management -

Bras n things
01.2011

Certificate III in Business Administration -

Narre Community learning centre
01.2006

Skills

  • Written & Verbal Communication
  • Customer Service
  • Administrative Tasks
  • Self Motivated
  • Filling Database & Records Management
  • Complaint Handling & Problem Solving
  • Rostering
  • KPI Monitoring
  • Sales Budgets/Targets
  • Team Building
  • Visual Merchandising
  • Loss Prevention
  • Attention to Detail
  • Supervising Classroom Activities
  • Behavior Management
  • Activity implementation

References

  • Allan Morrison, Major Salvation Army Boronia, Allan.morrison@salvationarmy.org.au, 0438 254 311
  • Susie Marsden, Knox Park Primary School, 0400 315 041
  • Jeanette Fox, Knox Park Primary School, 0433150511

Volunteer Experience

  • Volunteer Knox Park Primary School – Education support, Term 3 2023, Current
    As a current support staff member, my role is to provide ongoing assistance to both classroom teachers and students. I specialize in supporting students with learning difficulties and ensuring their motivation to complete tasks as necessary. Furthermore, I collaborate with classroom teachers to assist them with their duties whenever required. I also assist in maintaining overall student well-being and facilitating classroom collaboration to ensure the best possible learning environment for all students.


  • Volunteer Youth leader/ playgroup – Salvation Army Boronia, 2019, Current
    I am currently responsible for providing ongoing support to disadvantaged youth aged 12-18 and also playgroup for Early childhood age 0-3 years of age. My role includes organizing weekly activities for these young individuals to participate in. I hold a current Working with Children (WWC) check, which is a mandatory requirement for the role. Additionally, I participate in weekly engagements and other volunteer roles as required within the organization. I also contribute to team meetings by sharing my ideas and suggestions for planning and organizing various activities for the youth. whilst also participating in playgroup with my 2-year-old daughter.

Timeline

Customer Service Representative

WINConnect/Origin Energy
02.2021 - Current

Customer Service Agent

Probegroup – Coles Liqour
11.2020 - Current

Customer Service Agent/ Service Dept

Dfp recruitment - MIELE
11.2018 - 04.2019

Customer Service Agent

Oracle CMS
02.2017 - 06.2017

Communications Consultant

Help the Kids
10.2015 - 02.2016

Store Manager

Brands United
01.2013 - 04.2013

Platinum Store Manager

Bras n Things
06.2007 - 01.2013

Diploma community services (partial completed) -

Holmesglen Moorabbin

Bachelor of education (primary) -

Swinburne Online

Life coaching /Personal development -

Success and you

NLP Practitioner Master of Life Coaching -

The Coaching Institute

Certificate IV Retail Management -

Bras n things

Certificate III in Business Administration -

Narre Community learning centre
Alisia Pearce