Athuai Mou
Western Melbourne,VIC
Summary
Solution-focused Complaint Resolution Officer known for maintaining high productivity and efficiently completing tasks. Possess in-depth knowledge of conflict resolution techniques, customer service protocols, and complaint management systems. Excel in empathetic communication, active listening, and problem-solving to address and resolve customer complaints effectively. Committed to delivering resolutions that enhance the overall customer experience.
Overview
8
8
years of professional experience
Work History
Complaints Resolution Officer
Brimbank City Council
04.2023 - Current
- Support the implementation of the Council's Complaints Policy by ensuring that complaints are registered, assessed, investigated and advanced in a way that ensures customers receive timely information and resolution.
- Build cross-organisational relationships to establish good complaint practices and information exchange that support an enhanced customer experience.
- Analyse and report on complaints data to identify improvement opportunities and support service enhancements.
- Provide guidance and support to the organisation on best practices to ensure that complaint processes align with relevant policies and legislation.
- Support teams to better understand and centralise complaint-handling processes.
- Actively participate in the review and development of complaints and customer experience processes.
Acting Contact and Service Centres Coordinator
Brimbank City Council
07.2024 - 07.2024
- Contribute to high levels of customer satisfaction with Council’s performance by coordinating the delivery of great customer service from Sunshine, Keilor and virtually in an integrated and consistent manner.
- Champion, follow through and close the loop on customer requests and feedback and advocate for positive outcomes for the customer within the Council.
- Coordinate and operationally lead the change to a Customer Contact Centre. Model and associated training, process and other issues that arise.
- Ensure team compliance with the Customer Service Charter and values, established service standards, policies and procedures.
- Model great customer service (internally and externally) across the organisation and work cooperatively with work units to improve and sustain great customer service delivery.
- Work closely with IT to ensure systems and innovations support the delivery of a great customer experience.
- Undertake regular visits at each of the service centres to lead, mentor and support service centre staff, identify training and performance gaps, and create a cohesive and high-performing team.
- Prepare and manage daily and weekly rosters to ensure adequate staffing for daily operations or events. Ensure accurate record keeping for rosters and approve relevant employee Timesheets.
Customer Service Officer
Brimbank City Council
Sunshine
01.2022 - 04.2023
- Understanding of and/or experience in a frontline customer service role, and demonstration of a highly focused customer service work ethic and aptitude.
- Understanding of the general services and operations of the Council and how customer service interacts with other Departments of the Council.
- Handling customer enquiries of a complex nature, across a wide range of products and services through both phone and face-to-face channels.
- End to End-to-end cashiering experience including EFTPOS and multi-option transactions.
- Computer proficiency (including word processing and database packages), with the ability to easily utilise a broad range of software.
- Adherence to Council operating procedures, policies, relevant regulations, and practices, and demonstrated empathy, flexibility, and initiative.
Customer Care / Agency Support Representative
Air Liquide
Sunshine North
10.2020 - 06.2021
- General office administration, and order taking and processing.
- General account investigation and resolve cylinder discrepancy queries.
- General account updating in CMS [CRM].
- Liaising with accounts, logistics, and sales reps to resolve account queries.
- Interact with customers via phone and email, and manage state-based SMBs [Shared Mailbox].
- Assist in training new team members.
Customer Care Consultant
Super Retail Group
Altona
10.2019 - 02.2020
- Address customers in a timely and accurate manner.
- Resolve customer inquiries and lodge their complaints in Worms.
- Track orders and make necessary changes, reallocate orders, resend missing orders, and Process refunds and cancel orders.
- Effectively use group systems such as SAP, Salesforce, AWS, and the Australia Post Business Portal.
- Liaise with group departments to resolve customer/order issues.
Customer Care Banker
Westpac
Melbourne Head Office
03.2018 - 05.2018
- Answering customer phone calls, nationally and internationally, and taking ownership of all customer requests and following through to ensure customer satisfaction.
- Provide banking solutions to new and existing clients.
- Provide a quick resolution for any customer complaints and escalate unsolved complaints through the right channels. Dealing with complex cards and fraud claim enquiries and helping customers with their general day-to-day banking enquiries.
- Manage relationships with referral partners and stakeholders across the business whilst complying and remaining up to date with industry compliance, policy, and legislative standards.
Courier Driver
Australia Post - Startrack
04.2017 - 10.2017
- Driving vans safely and efficiently to pick up and deliver mail articles between operational centres and from customer premises.
- Unloading mail articles from vans and sorting into either small or large letters, small and large parcels, and express post.
- Operating loading/unloading equipment such as conveyors, loading and lifting devices and forklift trucks to load and unload mail articles from trucks and vans where required.
- Completion of relevant documentation associated with the pickup and delivery of mail articles.
- Sound knowledge of current state or territory road rules and regulations, awareness of relevant road networks, with the ability to interpret a street directory and aptitude to learn and recall geographical locations.
- Have appropriate knowledge and awareness of Occupational Health and Safety relevant to the position.
Education
Some College (No Degree) - Project Management Fundamentals
Google Courses
OnlineBachelor of Applied IT -
La Trobe University
OnlineSkills
- Cross-cultural communication
- Quick learner
- Community engagement
- Complaint management
- Conflict resolution
- Relationship building
- Customer experience
- Process improvement
- Customer service
- Training development
- Time management
- Cross-functional collaboration
- Effective communication
- Problem solving
- Team leadership
- Patience and tolerance
- Customer service excellence
- Continuous improvement
- Complaint analysis
- Complaint investigation
- Rapport building
- Data entry accuracy
- Problem-solving aptitude
- Microsoft office
- Multitasking
- Team collaboration
- Policy adherence
- Interpersonal skills
- Tracking complaints
- Task prioritization
- Customer data confidentiality
- Feedback collection
- Call documentation
- Adaptability and flexibility
- Professional telephone demeanour
- Information gathering
Hobbies and Interests
- Reading, I enjoy staying updated and inspired by various genres, nurturing a lifelong love of learning and ongoing personal development.
- Playing Soccer, I am passionate about team sports, enjoying the physical activity, camaraderie, and strategic thinking that the game offers.
- Going to the Gym, I am committed to maintaining physical fitness and well-being through regular workouts, emphasising discipline and self-care.
- Listening to Music, I appreciate a wide range of music genres, finding joy and relaxation in exploring different sounds and cultures.
References
- Sadiye Djemal, Contact and Services Centres Coordinator, Brimbank City Council, 03 9249 4043, SadiyeD@brimbank.vic.gov.au
- Brodie Holliday, Former Acting Contact and Service Centres Coordinator, Brimbank City Council, 03 9249 4226, BrodieH@brimbank.vic.gov.au
Professional Overview
I am a dedicated professional in local government with extensive experience in complaint resolution, customer service, and stakeholder engagement across diverse community settings. I bring a calm, solutions-focused approach to improving community outcomes. I possess strong verbal and written communication skills and a commitment to fairness, equity, and accountability. Passionate about community wellbeing and inclusivity, I strive to ensure all community members are heard, respected, and supported through responsive and accessible local government practices.
Timeline
Acting Contact and Service Centres Coordinator
Brimbank City Council
07.2024 - 07.2024
Complaints Resolution Officer
Brimbank City Council
04.2023 - Current
Customer Service Officer
Brimbank City Council
01.2022 - 04.2023
Customer Care / Agency Support Representative
Air Liquide
10.2020 - 06.2021
Customer Care Consultant
Super Retail Group
10.2019 - 02.2020
Customer Care Banker
Westpac
03.2018 - 05.2018
Courier Driver
Australia Post - Startrack
04.2017 - 10.2017
Some College (No Degree) - Project Management Fundamentals
Google Courses
Bachelor of Applied IT -
La Trobe University
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