Belle Rodriguez
Boondall,Australia
Summary
Dynamic Multi-Lingual Customer Service Specialist with extensive industry experience, recognized for effectively managing escalated support issues and enhancing customer satisfaction. Proficient in communication and problem-solving, consistently prioritizing tasks in fast-paced environments to meet both personal and business objectives. A collaborative team player dedicated to sharing knowledge and best practices to elevate overall team performance. Career ambitions focus on driving customer loyalty through exceptional service delivery.
Overview
10
10
years of professional experience
Work History
Customer Service Specialist
Tech Mahindra
Brisbane, QLD
04.2022 - 01.2023
- Provided support for issues with landline services in rural locations.
- Delivered effective first-call resolutions.
- Troubleshooted problems through comprehensive system navigation.
- Addressed customer concerns with understanding and compassion.
- Addressed customer queries with a professional approach.
Customer Service Representative
Smart Service Queensland
Virginia, QLD
12.2021 - 03.2022
- Coordinated appointments for client vaccinations.
- Ensured consistent communication of Covid-19 updates via hotline.
- Ensured excellent service quality for customers.
- Delivered relevant information using resources from QLD government websites and internal content.
- Assisted clients in finding closest vaccination centers.
- Supported clients to submit Rapid Antigen Tests (RAT) on their behalf.
Delivery Support Officer
TAFE QLD South Bank Campus
Brisbane, QLD
02.2020 - 12.2021
- Enhanced administrative systems, practices, and processes to provide quality service to teachers and students.
- Designed plans and took part in daily audits to maintain accurate student records.
- Performed a variety of administrative duties with proficiency in numerous software applications.
- Successfully balanced competing deadlines with a focus on providing superior client support.
- Skilled in building strong professional relationships while effectively interacting with both faculty and students.
Customer Service Specialist
TAFE South Bank Campus
Brisbane, QLD
12.2019 - 02.2020
- Assisted prospective students with navigating complex enrolment requirements and processes.
- The role included both inbound and outbound calling, as well as working in the written queues, responding to email inquiries.
- Delivered exceptional customer service exceeding both personal and organizational targets.
- The role required good analytical and problem-solving skills, as well as strong conflict management and resolution.
Customer Service Officer
Mercer Administration Services
Wollongong, NSW
05.2017 - 05.2018
- Managed superannuation processes in compliance with legislation and fund rules.
- Delivered responsive, accurate, and timely information to members and external parties through verbal and written communication.
- Liaise with different departments to manage case-related interactions.
- Gathered information to manage escalations, breaches, and complaints.
- Ensure accuracy and timeliness in maintaining member records to meet performance metrics.
- Maintain appropriate confidentiality and privacy regarding all records at all times.
- Drafted official documents following fund guidelines.
- Collaborated with team to ensure task accuracy and adherence to service standards.
- Actively contribute to a positive, productive, and cooperative working environment.
- Regularly updated knowledge and understanding of pertinent legislation, scheme rules, processes and practices.
Customer Service Officer
Stellar Asia Pacific
Wollongong, NSW
05.2013 - 04.2017
- Handled customer interactions, including Spanish-speaking clients, under the Telstra Multi Cultural Contract.
- Committed to achieving excellence in customer care matching expectations.
- Enhanced overall customer experience by adhering to high-performance benchmarks.
- Achieved high rate of First Call Resolution, earning numerous workplace recognition awards.
- Represented MCC in the 'Wellbeing & Safety' team due to management encouragement at Stellar. Which led to coordinating efforts to integrate feedback from employees into actionable initiatives for a better work environment.
- Organized Stellar’s inaugural 'Sock It to Suicide' fundraiser in 2016 to support White Wreath Association.
Education
Certificate III - Customer Contact
Australian College Of Commerce & Management
NSW01.2014
Skills
- Clear Verbal and Written Communication
- Database Management
- Policy and procedure modification
- Detail-Oriented Data Input
- Efficient Workflow Management
- First Call Resolution
- Proofreading
- Data management
- Effective Conflict Resolution
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Specialist
Tech Mahindra
04.2022 - 01.2023
Customer Service Representative
Smart Service Queensland
12.2021 - 03.2022
Delivery Support Officer
TAFE QLD South Bank Campus
02.2020 - 12.2021
Customer Service Specialist
TAFE South Bank Campus
12.2019 - 02.2020
Customer Service Officer
Mercer Administration Services
05.2017 - 05.2018
Customer Service Officer
Stellar Asia Pacific
05.2013 - 04.2017
Certificate III - Customer Contact
Australian College Of Commerce & Management
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