Anna Leach
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure any position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
St Peter Claver Catholic School
Metro Catering
01.2024 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Provide quality canteen food for staff and students
- Customer service including food preparation and food preparation duties
- Providing a clean and hygienic environment for the storage and safety handling of food
- Helping children make healthy choices
- Daily ordering and stock count
- Catering for meetings and function within the school with short deadlines
- Working under pressure and lunch times to ensure online and canteen is ready for service
- Counting the money and ending the registers on a daily basis and doing the banking
- Providing information to suppliers via email and phone
- Worked effectively in fast-paced environment
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
- Identified issues, analyzed information and provided solutions to problems.
Customer Service
Origin Kebabs
12.2020 - 01.2024
- Monitored customer service and supported staff in resolving patient concerns to maximize workflows.
- Promoted quality customer service by executing follow up procedures.
- Maintained high level of customer service through friendly and polite demeanour.
- Provided excellent customer service to exceed customer expectations.
- Provided amazing customer service by greeting customers and quickly fulfilling orders and requests.
- Developed and implemented strategies to increase sales and improve customer service.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Provided exceptional customer service and consistently performed quality services.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Provided excellent customer service and answered questions related to project timelines and costs.
- Provided prompt, polite and professional in-person and telephone customer service.
- Maintained a clean and organized workspace, ensuring compliance with health and safety regulations.
- Trained new employees in proper food handling techniques and company policies, fostering a positive work environment.
- Contributed to a positive workplace culture by consistently demonstrating professionalism, teamwork, and respect for colleagues.
- Optimized kitchen workflow for increased productivity while maintaining high standards of hygiene during food preparation processes.
- Trained and assisted new kitchen staff members.
- Handled high volumes of cash daily, keeping meticulous records to ensure accountability and transparency.
Customer Resolution Specialist
Healthsuper
07.2012 - 11.2015
- Enhanced customer satisfaction by promptly addressing and resolving their concerns.
- Streamlined complaint resolution processes for improved efficiency and faster response times.
- Collaborated with team members to develop new strategies that reduced customer complaints significantly.
- Managed a high volume of customer inquiries, resulting in timely resolutions and positive feedback.
- Streamlined communication with customers by providing accurate information regarding products and services.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
- Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Processed debit and credit card and electronic check payments.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of superannuation regulations, ensuring compliance with all relevant laws and guidelines.
- Managed a diverse portfolio of clients, maintaining strong relationships to ensure high retention rates and satisfaction levels.
- Assisted in the development of policy changes based on evolving industry regulations, ensuring ongoing compliance across all aspects of superannuation administration.
- Devised and implemented hedging strategies to decrease investment risks.
- Modeled and simulated potential investments to gauge returns and diversify portfolios.
- Consulted with potential investors to assess objectives and discuss optimal strategies.
- Monitored and researched major corporate actions with potential to affect stock market.
- Stayed up to date on latest performance indicators for stock market and mutual funds.
Customer Care Specalist
AustralianSuper
05.2011 - 06.2012
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Streamlined processes for quicker response times, resulting in improved customer experiences.
- Retained at-risk customers by identifying their needs and offering tailored solutions, resulting in reduced churn rates.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Contributed to important company initiatives as a member of various project teams focused on enhancing the overall customer experience.
- Exceeded performance goals consistently by demonstrating superior product knowledge when assisting customers.
- Took ownership of customers issues to follow problems through to resolution.
- Verified accuracy of customer account information and updated when necessary.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Accurately tracked and recorded customer interactions in CRM platform.
- Responded to customer inquiries via phone, email and web-based platforms.
- Assisted in training new employees and participated in cross-training with other departments.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Met customer call guidelines for service levels, handle time and productivity.
- Processed and handled customer complaints, answering questions and providing alternative solutions.
- Addressed and handled customer complaints in polite and professional manner.
Customer Service Representative
Connectnow - Serviceworks
05.2010 - 04.2011
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Reduced staff turnover by implementing targeted training programs and fostering a positive work environment.
- Achieved high levels of customer satisfaction with timely problem resolution and effective communication.
- Streamlined team processes for increased efficiency and productivity.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
- Assisted in onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Resolved customer complaints with empathy, resulting in improved satisfaction ratings.
- Streamlined communication processes for increased efficiency in addressing customer inquiries.
- Maintained high levels of professionalism by adhering to company policies and guidelines when interacting with customers.
- Developed strong rapport with customers, fostering long-term relationships that resulted in repeat business.
- Assisted customers in navigating company website or online portal to facilitate self-service solutions where appropriate.
- Reduced call wait times by quickly identifying customer needs and directing them to the appropriate department or resource.
- Contributed to maintaining a positive work environment through active participation in team meetings, trainings, and workshops.
- Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
- Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Responded proactively and positively to rapid change.
- Cross-trained and provided backup support for organizational leadership.
- Maintained exceptional customer service standards throughout every shift.
- Resolved third-party billing, computer system and customer service issues.
- Utilized exceptional customer service skills to satisfy all needs.
Customer Care Specialist
First Filo Mortgages And Banking
03.2009 - 04.2010
- Improved loan approval rates by meticulously reviewing and verifying application documentation.
- Reduced processing time for mortgage applications through diligent management of underwriting tasks.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Streamlined processes for quicker response times, resulting in improved customer experiences.
Customer Service Representative
GE Finance
03.2007 - 01.2009
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Increased new account openings by developing and implementing effective sales strategies.
- Streamlined the account opening process for improved efficiency and reduced wait times.
- Contributed to team success by exceeding monthly sales targets and promoting cross-selling initiatives.
- Established strong relationships with clients, addressing their financial needs and providing exceptional service.
- Improved client retention rates with proactive outreach efforts, including follow-up calls and targeted promotions.
- Provided prompt resolution of customer issues, demonstrating commitment to exceptional service standards.
- Implemented time-saving techniques for efficiently managing high volumes of account applications.
- Answered inbound customer service calls to assist with questions, concerns or problems.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Achieved performance goals on consistent basis.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Enhanced customer satisfaction by efficiently installing ball systems in various settings.
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Increased product knowledge through continuous training, resulting in improved sales performance.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Developed strong rapport with clients, fostering long-term relationships and repeat business opportunities.
- Conducted thorough needs assessments to identify appropriate products or services for each customer, ensuring optimal satisfaction levels.
- Kept detailed records of customer interactions, updating account information as necessary for future reference.
- Recognized for consistently meeting or exceeding key performance indicators related to call quality, efficiency, and problem-solving capabilities.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Care Consultant
Department Of Immigration And Citizenship
01.2004 - 02.2007
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Reduced immigration fraud through thorough examination of documents and identification of inconsistencies.
- Streamlined communication with clients, leading to improved relationships and increased retention rates.
- Maintained high standards of professionalism and integrity while enforcing immigration laws and regulations.
- Served as a liaison between my department and foreign consulates in order to expedite the processing of visa applications or resolve other issues affecting international travelers.
- Enhanced client well-being by developing comprehensive case plans addressing individual needs.
- Provided crisis intervention services, ensuring the safety and stability of clients during challenging situations.
- Delivered ongoing support for families navigating the child welfare system, contributing to successful reunifications in multiple cases.
- Offered support and direction to families and coordinated with court system and other community agencies for treatment.
- Assessed needs of each client and recommended appropriate services and resources.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proven ability to learn quickly and adapt to new situations.
Education
High School Diploma -
Sunshine Beach State High School
Sunshine Beach, QLD12.1998
Skills
- Self-Directed
- Excellent Communication
- Supervision and leadership
- Organizational Skills
- Supportive
- Quality Assurance
- Flexible and Adaptable
- Customer service and attention to details
- Case management and development
- Willingness to learn any task given
- Decision-Making
- Friendly, Positive Attitude
Certification
Blue card
Food and Safety certificate
Financial advice
RG146 Financial certificate
First aid
Timeline
St Peter Claver Catholic School
Metro Catering
01.2024 - Current
Customer Service
Origin Kebabs
12.2020 - 01.2024
Customer Resolution Specialist
Healthsuper
07.2012 - 11.2015
Customer Care Specalist
AustralianSuper
05.2011 - 06.2012
Customer Service Representative
Connectnow - Serviceworks
05.2010 - 04.2011
Customer Care Specialist
First Filo Mortgages And Banking
03.2009 - 04.2010
Customer Service Representative
GE Finance
03.2007 - 01.2009
Customer Care Consultant
Department Of Immigration And Citizenship
01.2004 - 02.2007
High School Diploma -
Sunshine Beach State High School
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