Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Brooke Thomas

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Australia Post. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with customers. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

17
17
years of professional experience

Work History

Postal Delivery Officer

Australia Post
06.2021 - Current
  • Sorting mail with high accuracy in a quick and efficient manner
  • Time management to ensure I am delivering to my customer's in a safe and timely way
  • Conducting daily vehicle safety checks to maintain safe delivery transportation
  • Shadowing current Postal Deliver Coordinator role to gain knowledge and experience to progress my career
  • Entering staffing data into computer system
  • Data entry into compliance and internal mail redirection systems
  • Conducting Vehicle checks with delivery staff
  • Data entry to staffing sheets for payroll officer

Amendments Team

BT Financial Solutions
10.2020 - 06.2021
  • Resolving issues with client's to service their needs.
  • Liaised with clients and financial advisers on technical aspects of their products with Asgard.
  • Helped a large volume of customer's everyday by approaching conversations with positive attitude and first contact resolution in a timely manor.
  • Performed data entry to record call notes, suggestions and questions.
  • Attended meetings and provided incite on how to improve current processes and implement new procedures.

Customer Service Officer

Stellar Asia Pacific
03.2019 - 10.2020
  • Trained staff on operating procedures and company services.
  • Provided technical support for clients on wide range of Centrelink products.
  • Helped a large volume of customer's everyday by approaching conversations with positive attitude and first contact resolution at a past pace.
  • Delivered superior client services, fostering strong rapport, retention and satisfaction.
  • Assisted call-in customers with questions and offered solutions to any issues or concerns queried.
  • Performed data entry to record call notes, suggestions and questions.
  • Assisted customers with debt repayments updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Seconded to Subject Matter Expert, where I shared my knowledge of the company, to assist colleagues helping the centre reach quality standards.

Assembler

Fleetwood RV
11.2017 - 02.2019
  • Correctly and safely used variety of hand tools, saws and cutting equipment to carry out job duties.
  • Checked position and alignment of each component to prevent errors and minimize materials waste.
  • Inspected and tested components, assemblies and power tools for proper functionality.
  • Executed entire assembly process by accurately interpreting set-up sheets, work orders, drawings or blueprints.
  • Sampled and tested final products to check conformance with production tolerances.
  • Planned and paced work efficiently in order to meet daily, weekly, project or production goals.
  • Received and processed both written and verbal instructions, prints and work orders.

Baker Assistant

Woolworths
10.2008 - 09.2017
  • Maintained clean, organized kitchen to maximize efficiency and food safety.
  • Decorated baked goods and designed visually appealing displays of finished products.
  • Washed dishes and sanitized prep area at end of each shift.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Used time management skills to ensure products were produced and displayed on time.
  • Trained staff on operating procedures and company services.

Education

High School Diploma -

Carey Baptist College
01.2009

Certificate III - Customer Engagement

Century Group PTY LTD
01.2020

Certificate II - Automotive Electrical Technology

South Metropolitan TAFE
01.2017

Skills

  • Customer engagement
  • Prioritization and scheduling
  • Effective customer complaint resolution
  • Proficient in call management
  • Accurate data entry
  • Skilled in MS Office tools
  • Proficient in computer applications
  • Adherence to service standards
  • Employee training development
  • Quality control management
  • Troubleshooting and technical guidance
  • Safety protocol adherence

Interests


  • Tech enthusiast, passionate about exploring the latest advancements and innovations
  • I like working with my hands and fixing things
  • Auto Repair/Restoration
  • Avid Reader
  • DIY and Home Improvement
  • Woodworking
  • I enjoy helping others and giving back to the community

Timeline

Postal Delivery Officer

Australia Post
06.2021 - Current

Amendments Team

BT Financial Solutions
10.2020 - 06.2021

Customer Service Officer

Stellar Asia Pacific
03.2019 - 10.2020

Assembler

Fleetwood RV
11.2017 - 02.2019

Baker Assistant

Woolworths
10.2008 - 09.2017

Certificate III - Customer Engagement

Century Group PTY LTD

Certificate II - Automotive Electrical Technology

South Metropolitan TAFE

High School Diploma -

Carey Baptist College

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Brooke Thomas