Andrea Sinnamon
Brisbane ,Qld
Summary
Proven expertise in customer support and database management, honed at Services Australia. Excelled in complaint resolution and operational efficiency, enhancing customer satisfaction and team productivity. Skilled in mentoring and strategic planning, I consistently exceeded performance targets, fostering significant improvements in service delivery and stakeholder relationships.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs. Track record of adapting to dynamic situations and maintaining positive customer experience.
Conscientious officer with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Services Australia
01.2022 - Current
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and team productivity by promoting operational best practices.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Completed data entry to record call notes, suggestions and questions.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
Estimate Reconciliation Officer
Services Australia
01.2018 - Current
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Conducted regular reviews of operations and identified areas for improvement.
- Utilized data-driven decision-making techniques to inform strategic planning processes and measure progress towards goals.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Devised and implemented processes and procedures to streamline operations.
- Implemented process improvements that streamlined workflows, reducing redundancies and increasing operational efficiency.
- Delivered high-quality training programs, enhancing employee skill sets and contributing to professional development efforts.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
- Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
- Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
- Mentored junior staff members, helping them develop their skills and advance in their careers.
- Created and managed project plans, timelines and budgets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
- Gathered, organized and input information into digital database.
- Ensured compliance with national and local laws through regular policy reviews and updates.
Education
High School Diploma -
Brisbane Girls Grammar School
BrisbaneSkills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call center operations
- Documentation and reporting
- Inbound call management
- Records maintenance
- Database research
- Payment processing
- Service recommendations
- Database management
- Database maintenance
- Information protection
- Program management
- Technical support
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Supervised team of 10 staff members.
Certification
- Project Management Professional (PMP)
Timeline
Customer Service Officer
Services Australia
01.2022 - Current
Estimate Reconciliation Officer
Services Australia
01.2018 - Current
High School Diploma -
Brisbane Girls Grammar School
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