Brittany Purnell
Lismore Heights,NSW
Summary
Dedicated Customer Service Officer with a proven track record at Hearing Australia, excelling in database management and critical thinking. Recognized for enhancing service delivery through effective data entry and staff training. Committed to fostering a career at Hearing Australia and supporting our business goals.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Hearing Australia
01.2015 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Acting Business Assistant
Hearing Australia
08.2022 - 10.2022
- Acted as Business assistant during Priscilla Jones' Leave in 2022.
- Again worked closely with Priscilla Jones in 2023 when we launched FOCUS as one of the main supports for the region.
- Maintained reports to track and analyse operational data.
- Communicated changes and updates to management in a timely manner.
- Conducted online training and worked with Focus Champs towards better understanding of the system.
- Educated staff on organizational processes to ensure compliance and work towards KPI's.
- Accomplished multiple tasks within established timeframes.
- Attended operational meetings and collaborated with management and colleagues.
- Identified system flaws and discovered new ways of working in regards to FOCUS launch.
Customer Service Representative
Service NSW
01.2014 - 01.2015
- Responded to customer requests for products, services, and information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Summerland Christian College
Goonellabah11-2005
Skills
- Data entry
- Customer focus
- Documentation and reporting
- Database management
- Meeting and exceeding KPIs
- Administrative support
- Microsoft Excel
- Critical thinking
Accomplishments
- Awarded Customer Service Person of the year 2023/2024/2025
- Hearing Centre of the Year 2022 (Lismore)
Timeline
Acting Business Assistant
Hearing Australia
08.2022 - 10.2022
Customer Service Officer
Hearing Australia
01.2015 - Current
Customer Service Representative
Service NSW
01.2014 - 01.2015
High School Diploma -
Summerland Christian College
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