Amielle Haenni
Customer Service Representive
Mardi,NSW
Summary
Skilled in decision-making and fostering effective team collaboration, I have significantly enhanced customer satisfaction and operational efficiency at Policelink. My adeptness in NSWPF systems and positive interpersonal skills have been pivotal in managing high-stress situations and ensuring safety. Demonstrating a commitment to continuous learning, I have consistently achieved and surpassed goals through innovative problem-solving and reliable time management.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Policelink
Tuggerah, NSW
01.2023 - Current
- As a Customer Service Representative at Policelink, I serve as a key point of contact between the NSW Police Force and the public. I handle emergency Triple Zero calls, provide guidance on reporting options through the Police Assistance Line, assist in creating appropriate police reports, and facilitate anonymous reports for Crimestoppers.
- When answering a Triple Zero call, I quickly assess the situation by asking critical questions to determine the severity and the nature of the emergency, ensuring that the response is prioritized for the appropriate emergency services. During this process, I gather and relay essential information via CAD to ROG to provide a clear and concise description of the emergency. I remain calm and composed, even in stressful and chaotic situations, effectively managing calls from distressed and heightened callers.
- For Police Assistance Line and Crimestoppers calls, I ask probing questions to understand the incident or inquiry, guiding the caller accordingly. Once sufficient information is gathered, I decide on the appropriate report to create, utilizing police systems such as CAD, WebCOPS and CRM Dynamics.
- During high-demand periods, I may be directed by my manager to switch between different call queues to ensure timely customer service.
- Given the frequent changes that occur within the business, effective communication with managers, team leaders, and colleagues is essential. It is my responsibility to stay informed of changes to ensure my work remains up to date and that decisions are made in accordance with SOPS.
Machine Operator
Sanitarium
Berkeley Vale, NSW
11.2021 - Current
- Calibrated and supervised machinery for optimal performance and adherence to established manufacturing guidelines.
- Maintained equipment for optimal performance, addressing detected faults promptly to prevent production delays.
- Performed consistent monitoring and testing for optimal product quality.
- Set up and operate production equipment according to daily work orders and safety procedures.
- Ensured seamless communication with team members and equipment repair specialists for change-overs, product updates, faults and materials.
- Maintained excellent levels of workplace cleanliness around equipment to enhance safety and productivity.
Team Member
Shady Palms
Avoca, NSW
01.2021 - 12.2021
- Provided exceptional service to high volume of daily customers whilst serving a range of menu items.
- Addressed and resolved issues to enhance guest satisfaction, whilst relaying furture recommendations to superiors based on customer feedback.
- Maintained order and cleanliness of work areas to conform with health codes and standards.
- Completed opening, closing and shift change tasks by following company guidelines.
- Looked for ways to go above and beyond job requirements.
- Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
Supervisor
Zero Fox Pasta
Erina, NSW
07.2021 - 09.2021
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Delegated work to staff, setting priorities and goals.
- Replenished food items from inventory and rotated ingredients.
- Processed incoming deliveries, rotated stock and put away new items in correct locations.
- Followed recipes and customer requests to prepare high-quality, delicious meals.
Supervisor
Yogurtland
Tuggerah, NSW
02.2019 - 12.2020
- Established and enforced clear goals to keep employees working collaboratively.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Monitored and recorded temperatures of food, storage and service areas to maintain established, regulatory guidelines.
- Counted tills at beginning of shift with start money and balanced and reconciled register, reflecting financial discrepancies, refunds and account deferrals.
Team Member
Grill'd
Tuggerah, NSW
01.2018 - 12.2020
- Rotated through series of different stations based on team needs.
- Navigated job responsibilities and completed regular tasks by interacting effectively with other employees.
- Upsold items to paying customers to boost shift revenues.
- Enforced minimum age requirements for consumption of alcoholic beverages by checking identification.
- Kept customer and food preparation areas clean and well-organized.
Team Member
McDonalds
Wyong, NSW
02.2016 - 09.2017
- Worked quickly to document orders, answer questions and process payments, keeping high-volume line moving and maintaining high customer satisfaction.
- Prepared drinks, ice cream and other special items to complete prepared food orders.
- Backed up front counter employees to maximize guest satisfaction with speedy service.
- Worked during peak business hours such as nights, weekends and holidays and maintained calm, pleasant demeanor.
Education
Certificate III - Business
Aurora Training
Policelink01-2024
High School Diploma -
Mackillop Catholic College
Warnervale11.2018
CERT III - Hospitality Kitchen Operations
Mackillop Catholic College
Warnervale11.2017
Skills
- Decision making
- Effective Team Collaboration
- Understanding of NSWPF systems and terminology
- Safety Awareness
- Positive Interpersonal Skills
- Committed to Continuous Learning
- Effective Multitasking
- Customer focused
- Reliable Time Management
References
- Policelink Team Leader: Andrew Couch - 0422689864
- Sanitarium Team Leader: Darren Meehan - 0404865839
Timeline
Customer Service Representative
Policelink
01.2023 - Current
Machine Operator
Sanitarium
11.2021 - Current
Supervisor
Zero Fox Pasta
07.2021 - 09.2021
Team Member
Shady Palms
01.2021 - 12.2021
Supervisor
Yogurtland
02.2019 - 12.2020
Team Member
Grill'd
01.2018 - 12.2020
Team Member
McDonalds
02.2016 - 09.2017
Certificate III - Business
Aurora Training
High School Diploma -
Mackillop Catholic College
CERT III - Hospitality Kitchen Operations
Mackillop Catholic College
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