BETHANY MAIONE
Coffs Harbour,NSW
Summary
I have 25 years experience in customer service, with 14 of these years in a management position.
Over the years, I have developed myself professionally and am looking to further advance my career and challenge myself in a future role.
I have exceptional people skills, written and verbal communication skills and pride myself on my organisational and time management skills.
I enjoy working collaboratively in a team environment, though am also self-sufficient to work autonomously when required.
I am positive and adaptable, in embracing change and can maintain
composure under pressure.
I am always keen to learn new skills to expand on my skillset, always striving for ways to improve, to deliver results.
Overview
24
24
years of professional experience
Work History
APS4 Customer Service Officer
Services Australia
Coffs Harbour, NSW
01.2023 - Current
- Provide fast, accurate and knowledgeable information about resources and Government services available
- Abiding by Social Security law and legislation, to try to achieve the best outcome for customers
- Accurate data entry, record correctness, and adhering to Privacy Acts to protect customer information
- Work in line with the agency's directives and incorporate these goals into my everyday role, to achieve personal KPI's and contributing to the site overall
- Handling customer complaints and resolving issues
- Dealing with vulnerable customers empathetically, and de-escalating potentially high-risk situations of customer aggression
- Digital coaching with customers to navigate online services for self-sufficiency
- Using various software programs and platforms
- Work cohesively in a team environment and also the ability to work autonomously
- Liaise with internal and external Specialised Service Officers
Assistant Store Manager
Target Australia
Coffs Harbour, NSW
01.2014 - 01.2023
- The same functional roles of a Store Manager and the ability to run the store seamlessly in the absence of the Store Manager
- Analysing store data - sales performance, forecasting sales and budgeting
- Work towards achieving KPI's in supporting the business
- Strong written and verbal communication skills - cascading business directives to my team and embracing changes
- Administrative functions - payroll, scheduling, cash management, compliance and audit
- Recruitment - coaching and mentoring staff and performance management
- Maintaining interpersonal rapport with team members, customers, contractors and other third party stakeholders
Department Manager
Target Australia
Coffs Harbour, NSW
01.2009 - 12.2013
Customer Service Assistant
Target Australia
Coffs Harbour, NSW
09.2001 - 12.2008
Education
Certificate II - Retail Operations
TAFE NSW
NSW12-2003
Higher School Certificate - Year 12
Orara High School
Coffs Harbour, NSW12-2004
Certificate II - Fashion Design
TAFE NSW
NSW12-2006
Skills
- People management and leadership
- Customer service
- Interpersonal skills
- Effective communication
- Conflict resolution and problem-solving
- Time management
- Task planning and organisational skills
- Achieving results and accountability
- Digital literacy
- Goal-focused
References
References available upon request.
Timeline
APS4 Customer Service Officer
Services Australia
01.2023 - Current
Assistant Store Manager
Target Australia
01.2014 - 01.2023
Department Manager
Target Australia
01.2009 - 12.2013
Customer Service Assistant
Target Australia
09.2001 - 12.2008
Certificate II - Retail Operations
TAFE NSW
Higher School Certificate - Year 12
Orara High School
Certificate II - Fashion Design
TAFE NSW