Amy Bowden
Summary
I am a third-year Bachelor of Pharmaceutical Sciences student, currently taking a leave of absence. My personal interests include skateboarding, learning web development/cybersecurity and developing new skills.
I am looking for a way to use my technical skills in a professional setting, specifically looking for a help desk job where I can assist users in solving technical issues and maintaining IT systems. I learn quickly and am dedicated to working hard. My passion is solving problems. I understand the need for excellent communication and customer service in a help desk role, and I trust my ability to collaborate well with others.
I am a quick learner with a strong work ethic and a passion for problem-solving. I understand the importance of communication and customer service in a help desk role, and I am confident in my ability to work effectively as part of a team.
If you are seeking a dedicated and enthusiastic IT help desk professional, I would be delighted to hear from you. Please don't hesitate to get in touch.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Telephone Interviewer
Roy Morgan
08.2022 - 03.2023
- Gathered data and insights from participants during telephone interviews from the public and marketplace on a wide range of topics enabling Roy Morgan Research to provide its clients with quality commercial information.
- Excellent communication skills, both verbal and written.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Customer Service Agent
Powerpal
Melbourne, VIC
06.2021 - 11.2021
- Customer service and support role assisting customers with making bookings and appointments
- Additionally, assisting our installers with issues onsite and helping customers with any issues or queries they had
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
- Addressed customer account discrepancies and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Lead Convert Agent
Social Garden
Carlton, VIC
02.2021 - 03.2021
- My role at Social Garden involved outbound and inbound calls following up on potential leads to obtain information on their personal situation/needs to help progress the lead into a sale
- Skilled at working independently and collaboratively in a team environment.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Customer Service Representative
7-Eleven Australia
Richmond, VIC
04.2019 - 02.2021
- One of the key responsibilities of my role at 7-Eleven in Australia was resolving customer problems into two categories: 'customer care' and 'customer service.'
- We were tasked with providing support to both franchise owners and store owners to effectively handle customer issues, whether they were technical difficulties or related to customer behaviour.
- As part of this role, I learned how important it was to communicate effectively with customers in order to diffuse tense or difficult situations.
- Aside from this, our team was responsible for addressing technical issues related to Starbucks Australia, which was owned by 7-Eleven Australia
- During my time with 7-Eleven I enjoyed the job, although it was high stress and issues arose surrounding who was in-charge of different departments, I feel I was an extremely competent employee
- I was able to navigate the computer systems quite easily and was assisting other team members with issues within a month
- While working there, it was highly stressful at times, and there was some confusion regarding the managers of different departments
- My time there was enjoyable, and I was highly capable in navigating the computer systems, helping my team members with their issues within a month's time.
Customer Service Representative,
Salmat
Melbourne, VIC
10.2017 - 04.2019
- As a proven expert in the field of customer service, I am thrilled to have held the position of Customer Service Representative for Salmat in the Coles Online division
- My primary responsibility was to engage with customers via different channels, including inbound calls and emails
- In supporting the training of new agents, I challenged myself to develop strategies that would help individuals meet their KPIs
- Responded to customer requests for products, services, and company information.
- Ultimately, my efforts led to a high degree of success in preparing new representatives for the demands of the role
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Handled manager cased 'Escalation' calls due to my exceptional communication and de-escalation skills
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Senior Crew Member L2
McDonald's
Yarraville, VIC
07.2012 - 05.2017
- As an individual with nearly 5 years of experience working in the fast-paced and dynamic environment of McDonald's, I possess a diverse skill set that revolves around efficient cash handling, navigating point of sale systems, and exceptional customer service in a café setting
- My tenure at McDonald's has equipped me with the ability to thrive under pressure and execute multiple tasks simultaneously while maintaining a high level of accuracy and attention to detail
- I pride myself on my ability to remain calm and level-headed even in the most challenging situations, and confidently interact with a variety of personalities, ensuring the highest level of service for every customer
- Overall, my extensive experience at McDonald's, coupled with my innate ability to stay organized and focused, has prepared me for any task at hand and allowed.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Learned and adapted quickly to new technology and software applications.
Education
Pharmaceutical Sciences
RMIT University
Bundoora, VIC 04.2017 - Current
Skills
Desktop Support
Software competency
Database Management
Telephone etiquette
Staff education and training
MS Office
Customer service expert
TCP/IP
Application support
Flexible and Adaptable
Written Communication
Dependable and Responsible
Timeline
Telephone Interviewer
Roy Morgan
08.2022 - 03.2023
Customer Service Agent
Powerpal
06.2021 - 11.2021
Lead Convert Agent
Social Garden
02.2021 - 03.2021
Customer Service Representative
7-Eleven Australia
04.2019 - 02.2021
Customer Service Representative,
Salmat
10.2017 - 04.2019
Pharmaceutical Sciences
RMIT University
04.2017 - Current
Senior Crew Member L2
McDonald's
07.2012 - 05.2017