Amanda Bower

• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
• Completed data entry to record call notes, suggestions and questions.
• Customer Care support level 2 onshore Queensland, New South Wales and Melbourne.
• Taking escalation calls from the offshore call centre
• Identified and resolved discrepancies and errors in customer accounts.
• Cross-trained and provided backup support for organizational leadership.

● Taking escalation calls from the offshore call centre

● Managing customer accounts both private and commercial

● Setting up new accounts and passes for the National Toll network

● Taking payments and investigation of payment disputes

● Monitoring the toll cameras over the gantry points and investigate disputes

● Email correspondence with customers

• Responded proactively and positively to rapid change.
• Maintained up-to-date knowledge of product and service changes.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
• Described product and service details to customers to provide information on benefits and advantages.
• Explained online self-help options to customers to promote additional and after-hours support choices.
• Enhanced customer satisfaction by providing timely and accurate information on products and services.
• Developed expert product knowledge by attending training sessions and keeping up-to-date with company policies and procedures.
• Supported colleagues during periods of high demand or staff shortages, displaying strong teamwork mentality.
• Managed high call volumes while maintaining a calm demeanor and professional attitude under pressure.
• Educated customers about billing, payment processing and support policies and procedures.
• Participated in ongoing professional development opportunities aimed at enhancing skills pertinent to the role of Customer Services Officer.
• Roll out of Vaccination bookings for QLD Health – making booking on behalf of the public at all health hubs in Queensland
• Coronavirus hotline – Giving the public up to date information on all aspects of health directions to check in QLD apps
• Registration of positive results – helping people to navigate the online forms and to submit them 
• QLD border passes – Helping to apply for border passes during lockdown
• SES – taking overflow calls for SES during extreme weather events
• State Penalties Enforcement Register – helping with general information, setting up payment plans, taking payments and debt disputes.
• Ensuring compliance with departmental policies, practices, and procedure

• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Responsible for the supervision and operational controls of Virgin Valet area
• Enquires, Complaint Handling and Resolution of claims, refunds

● Meeting set deadlines for Dates & KPI’s

● Working on behalf of Secure Parking for Virgin as first point of contact with guests

• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

● The implementation & ongoing running of the complete Point of Sale system & training of 650 + staff

● Ongoing SOP training of Non-Gaming Staff (650 +) F & B, Casino & Hotel Guest Services, Hotel Front Office in register, cash and procedures

●Car Park – 700 bays from 2000 onwards

● Cashier reconciliation of Non-Gaming Cash $18.5m-variance below $1k for the year.

● Supervision of POS department (5 direct reports) server, terminals, programming, maintenance, procedures, stock control, loss prevention, casino standards, training and cashier variances Banquets & Special Events, and Room Service. Car Park staff and equipment, Projects, Audits and CCTV

●Investigations on employees in regard to possible thefts and breaches in procedures.

● Cash handling procedures, systems for floats, reconciliations, banking, change exchanges

● Audits of cashier’s daily work, Bimonthly audits on Permanent Float Safe Deposit Boxes follow up & revision training with team members.

● Daily Data entry of cashier's daily work crossed checked and audited back to the revenue audit team. ● Meeting set deadlines for Dates & KPI’s