Avegail Woodfield
Customer Service Administration
Valley View,SA
Summary
Customer service expert with 18 years of experience in the industry and 3 years of management experience, excelling in fast-paced environments. Proven ability to adapt, learn quickly, and work independently. Strong interpersonal skills and a commitment to achieving results.
Overview
18
18
years of professional experience
Work History
Service Centre Consultant
ClearView Wealth Limited
Sydney, Australia
06.2022 - 12.2025
- Managed financial adviser and client relationships by handling calls and email enquiries, serving as the first point of reference for calls from financial advisers and clients or potential customers
- Managed the shared team inbox and effectively assigned tasks to team members
- Served as a primary resource for team members needing product or process guidance as designated by the team manager and proactively offered assistance to those requiring support
- Collaborated closely with multiple internal teams, including new business, underwriting, maintenance, claims, distribution, product, and commissions, to foster a client-centric approach that spans from attracting new clients to cultivating enduring relationships
- Partnered with Operations Team to ensure the delivery of accurate and timely outcomes
- Any other ad hoc related matter as directed by Manager, Life Service Centre including inputs to improving procedures
Restaurant Partner Customer Service Advisor
Menulog
Sydney, Australia
06.2021 - 06.2022
- Provided customer support to restaurant partner enquiries and complaints via inbound calls, outbound calls and emails
- Escalated problems to the technical team or other relevant team outside our scope of support
- Performed administrative tasks as assigned by Manager
- Effectively communicated and collaborated with the customer service team and delivery team to provide resolution regarding an order issue in a timely manner
- Management of temporary closed restaurants with high order cancellation
- Provided troubleshooting steps when the restaurant partner’s order pad is not working properly and created a ticket request to the technical support team if required
- Data entry to update details for existing restaurants and provided accurate information relating to queries about Menulog couriers
Resolutions and Retention Team Leader - Travel Industry
Teleperformance
Cebu, Philippines
03.2014 - 03.2017
- Managed an average of 10-20 team of employees
- Collaborated with training department by providing inputs and ideas on possible upskill training programs or courses for senior team members
- Evaluated customer service calls and provided feedback during one on one coaching to team members
- Managed escalated calls, handled manager calls, and assumed responsibility for complex calls from team members as needed
- Conducted follow-up emails and made outbound calls to customers, airlines and hotels when necessary to provide above and beyond customer service experience
- Assisted the training department during nesting, onboarding and deliberation period for newly hired agents
Travel Consultant
Teleperformance
Cebu, Philippines
10.2011 - 03.2014
- Responded promptly to customer enquiry and requests regarding their airline tickets, hotel bookings and attractions/services tickets via phone calls
- Assisted customer requests and queries through different channels using different GDS systems (airlines systems) in exchanging tickets, cancellations, refunds, seat assignments and other complex and general questions regarding their flight requirements such as visa restrictions etc.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns, including complex situations
Market Researcher
Opinionology
Lapu-lapu City, Philippines
08.2007 - 09.2011
- Conducted telephone interviews to targeted respondents, customers, or clients to get their views on certain products, brands, services
- Followed strict guidelines to receive unbiased, unprompted responses while maintaining stellar phone etiquette
- Recorded customer survey answers accurately
- Followed established guidelines and recommendations from supervisors to complete quality interviews
Marketing Assistant
Vicsal Development Corporation
Mandaue City, Philippines
04.2007 - 08.2007
- Managed daily administrative tasks to ensure the advertising and promotion department ran smoothly
- Organised promotional events
- Prepared and organised requirements for sales promotion permit from the Department of Trade and Industry
- Conducted market research to identify new opportunities for sales and promotions
- Coordinated with the Marketing Design and Graphics team to create advertising material such as print, radio and TV advertising
- Organised and provided assistance during photoshoots with our brand ambassadors for advertising materials
Education
Bachelor of Arts Degree - Communications
Cebu Normal University
Cebu, Philippines03.2007
Skills
- Customer service management
- Organisational skills and negotiation
- Task delegation and communication
- Complaint resolution and handling
- Team collaboration and professionalism
- Strong work ethic
- Client relationship management
- Call handling efficiency
- Call center experience
- Decision-making
Languages
English
Native/ Bilingual
Timeline
Service Centre Consultant
ClearView Wealth Limited
06.2022 - 12.2025
Restaurant Partner Customer Service Advisor
Menulog
06.2021 - 06.2022
Resolutions and Retention Team Leader - Travel Industry
Teleperformance
03.2014 - 03.2017
Travel Consultant
Teleperformance
10.2011 - 03.2014
Market Researcher
Opinionology
08.2007 - 09.2011
Marketing Assistant
Vicsal Development Corporation
04.2007 - 08.2007
Bachelor of Arts Degree - Communications
Cebu Normal University