Belinda Brewer
Wonthaggi,VIC
Summary
Customer Experience Officer with extensive experience at Bass Coast Shire Council, specializing in process improvement and staff training. Expertise in elevating customer satisfaction through superior service and clear communication. Demonstrated leadership and organizational abilities facilitate effective interdepartmental collaboration and prompt issue resolution. Proficient in Microsoft applications, contributing to streamlined operations.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer & Visitor Experience Officer
Bass Coast Shire Council
Wonthaggi, VIC
01.2022 - Current
- Identified process improvement opportunities within customer service operations.
- Coordinated interdepartmental efforts to ensure timely resolution of customer issues.
- Reviewed policies regularly, aligning them with current industry standards.
- Created reports documenting key customer service metrics, including average response times and resolution rates.
- Provided product information and support to enhance customer satisfaction.
- Answered inquiries via telephone, email, online chat, and in-person interactions.
- Developed comprehensive training materials and conducted onboarding sessions for new staff members.
Customer Service Manager
The Wonthaggi Club
Wonthaggi
01.2015 - Current
- Provide frontline customer service across two venues
- Provide ongoing training and mentoring of 53 staff members
- Update and maintain club data bases
- Professional development of staff
- Plan/ Organise and set up Functions and Events
- Writing and preparing reports to present to the Board of Directors
- Marketing the Clubs brand/ image
- Customising staff training packages
- Responding to customer request
- Balancing and reconciling banking
- Staff rostering
Building Technical Officer
South Gippsland Shire Council
Leongatha
01.2006 - 01.2015
- Provide frontline customer service
- General administrative duties
- Provide professional support to other team members
- Establishing set procedures for the day-to-day operations
- Data entry
- Customer requests through a computerised Customers Request System
- Maintaining and monitoring Council records
- Written reports and preparation of external correspondence
- Part of the Municipal Emergency Coordination Centre (MECC)
- Dealing with Customers face to face
- Phone inquiries
- Understanding and interpreting Legislation
Skills
- Government operations knowledge
- Customer service excellence
- Team leadership and management
- Organizational effectiveness
- Time optimization
- Multitasking proficiency
- Strategic decision making
- Self-driven motivation
- Adaptability and flexibility skills
- Proficiency in Microsoft applications
- Effective verbal communication
- Clear written communication
References
- Ailsa Wines, Bass Coast Shire Council, 0425 790 549
- Craig Harvey, Watersure Plant Operation, 0418 389 106
Certification
- Current Victorian Drivers Licence
- Negotiation and Crisis Intervention
- Personal Support
- Current Victorian Gaming License
- Responsible serving of alcohol (RSA)
- TAB Sellers and Cash Control Licence
- Certificate III in Hospitality Operations
- Food Handlers Certificate
- Mental Health First Aid
Work Skills
- Local Government
- Exceptional Customer Service skills
- The ability to Plan, Lead and Organise
- Excellent time management and ability to multitask
- Staff management in a multi-disciplined professional, customer driven environment
- Executive leadership, management, and decision making under pressure
- Plan and Organise events and projects
- Self-motivation and adaptable
- Proficient with Microsoft applications
- Clear and precise verbal and written communication skills
Timeline
Customer & Visitor Experience Officer
Bass Coast Shire Council
01.2022 - Current
Customer Service Manager
The Wonthaggi Club
01.2015 - Current
Building Technical Officer
South Gippsland Shire Council
01.2006 - 01.2015
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