Anji Cavanagh
Surfers Paradise,QLD
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environments. Successfully works as part of team to reach personal and business goals. Known for committment to customer satisfaction and contributing to company success
Overview
5
5
years of professional experience
Work History
Customer Service Officer
City of Gold Coast
Bundall , QLD
12.2024 - Current
- Provided excellent service to a diverse customer base, responding to inquiries via phone, email, and web chat in a timely and efficient manner.
- Educated customers on waste management services offered by the City of Gold Coast, with a focus on first-call resolution.
- Ensured compliance to processes ensuring that customer and business needs are met.
- Demonstrated ability to meet key performance indicators established within the customer contact department.
- Actively participated in change management activities, adapting to change and providing feedback to my line leader, where required.
- Established productive working relationships with co-workers through open communication, collaboration and team work.
Supervisor
Woolworths
Ashmore, QLD
06.2022 - Current
- Engaged positively with each customer, providing professional, and polite support for sales and service needs.
- Maintained accurate records of all transactions using POS software systems.
- Provided training and support to new staff members.
- Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
- Completed assigned training to stay updated on important policies and procedures.
Team Leader
National Broadband Network
Varsity Lakes, QLD
08.2020 - 03.2022
- Provided coaching and feedback on employee performance, encouraging professional development.
- Maintained a positive work environment that promoted collaboration between team members.
- Held weekly individual and team meetings to discuss issues and brainstorm solutions with direct reports.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Undertaking evaluations of inbound and outbound interactions to ensure customer satisfaction and adherence to company guidelines.s
- Ensured compliance with all safety regulations in the workplace.
- Created training materials and conducted group trainings on new processes or procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Collaborated with other departments to streamline processes and promote positive relationships.
Subject Matter Expert
National Broadband Network
Varsity Lakes, QLD
12.2019 - 08.2020
- Resolved escalated customer issues in a timely manner while maintaining positive relationships.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Created detailed reports on project progress, metrics, and results for stakeholders' review.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed multiple projects simultaneously while adhering to tight deadlines.
Education
Certificate IV - Business Administration
TAFE
Kogarah, NSW07-2013
High School Diploma -
The Jannali High School
Jannali12-2007
Skills
- Customer service
- Confident use of Salesforce, G-Suite and MS Applications
- Self-motivated
- Flexible and adaptable
- Data entry
- Problem solving
- Effective communication
- Team collaboration
- Conflict resolution
- Safety compliance
- Attention to detail
- Productivity and time management
- Active listening
Affiliations
- Yoga
- Reading
- Hiking
Timeline
Customer Service Officer
City of Gold Coast
12.2024 - Current
Supervisor
Woolworths
06.2022 - Current
Team Leader
National Broadband Network
08.2020 - 03.2022
Subject Matter Expert
National Broadband Network
12.2019 - 08.2020
Certificate IV - Business Administration
TAFE
High School Diploma -
The Jannali High School
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