Summary
Overview
Work History
Education
Skills
Certificates And Licenses
References
Timeline
Generic

Brooke Knott

Safety Bay,WA

Summary

I am an experienced, professional individual with a strong background in customer service. I have proven success in working in fast-paced, competitive environments in all previous employment. I am confident at handling inquiries, communicating with customers/clients and solving problems that come to hand. I have strong interpersonal skills coupled with a keen ability to address customer/client needs effectively.

Overview

8
8
years of professional experience

Work History

Customer Service Officer

Centrelink Call Centre
02.2022 - Current
  • Experienced in taking inbound and making outbound telephone calls.
  • Knowledgeable with using Outlook and multiple Microsoft platforms.
  • Confident using Excel spreadsheet.
  • Recently passed broadband advancement application which moved me from APS 3 to APS 4.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Reduced response time by managing high call volumes while maintaining professional demeanor under pressure.
  • Developed strong rapport with customers, creating loyalty and trust.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both customer and company interests.
  • Demonstrated adaptability in handling diverse customers, effectively addressing their unique needs and expectations.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.

Barista

Full Of Beanz
08.2017 - 02.2022
  • Liaising with colleagues and management for workplace improvements.
  • Maintained a clean and organised workspace for optimal productivity and safety.
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Streamlined order processing through accurate cash handling and efficient use of the point-of-sale system.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Maintained regular and consistent attendance and punctuality.
  • Trained new team members with positive reinforcement and respectful, encouraging coaching.
  • Completed successful daily cash audits to correctly balance tills at end of shifts.

Disability Support Worker

Tender Loving Care Inc
11.2020 - 08.2021
  • NDIS support worker/care support for a self-funded family for their adolescent autistic nonverbal son
  • Meetings with Speech Pathologist to learn better communication with and for my client which included different platforms, technical and visual
  • Promotion of family business through different social media platforms
  • Flexibility with shift arrangements
  • Communicating with family members and my employer on how to better myself for my client
  • Modifying communication to different levels so my client could have a better understanding.
  • Improved client independence by developing personalised support plans tailored to individual needs and goals.
  • Assisted client in reaching personal goals through targeted skill-building activities and therapeutic interventions.
  • Collaborated with interdisciplinary teams to develop comprehensive care plans, ensuring optimal client wellbeing.
  • Maintained accurate records of client progress, adjusting support strategies as needed to maximize outcomes.
  • Promoted a safe and inclusive environment for my client by enforcing policies and procedures consistently.
  • Coordinated transportation arrangements for my client to attend medical appointments or partake in social activities safely.
  • Provided assistance in daily living activities by dressing, grooming, bathing, and toileting client.

Hospitality Worker

Donnybrook Family Bakery
09.2016 - 08.2017
  • Enhanced customer satisfaction by providing efficient and accurate cash transactions.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Enhanced customer satisfaction by providing efficient and friendly service at the bakery cashier counter.
  • Assisted in inventory management by conducting regular stock checks and updating records accordingly.
  • Collaborated with bakery team to ensure proper product display and pricing information for customers.
  • Supported other staff members during busy times by assisting with cleaning tasks or restocking shelves as needed.
  • Reduced wait times for customers by quickly processing transactions while maintaining accuracy levels in an often fast-paced environment.
  • Assisted with store opening and closing procedures, ensuring the bakery was ready for business on time and properly secured after hours.

Education

High School Diploma -

Bunbury Catholic College
Bunbury, WA
11.2016

Skills

  • Advanced skills in Word, Excel, Powerpoint and Outlook
  • Inbound and Outbound Call Management
  • Goal Orientated
  • Customer Service
  • Attention to Detail
  • Technical Support
  • Complaint Handling
  • Payment Processing
  • Staff Training

Certificates And Licenses

  • Senior First Aid Certificate (current)
  • Driver’s license
  • Working With Children Check

References

Available upon request

Timeline

Customer Service Officer

Centrelink Call Centre
02.2022 - Current

Disability Support Worker

Tender Loving Care Inc
11.2020 - 08.2021

Barista

Full Of Beanz
08.2017 - 02.2022

Hospitality Worker

Donnybrook Family Bakery
09.2016 - 08.2017

High School Diploma -

Bunbury Catholic College

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