Cadhla MacDonald
Hawthorn,VIC
Summary
A seasoned Customer Service Representative committed to delivering exceptional care to ensure optimal customer satisfaction. Possessing strong organizational skills and proficiency in both written and verbal communication. Capable of efficient self-management and collaborative teamwork as dictated by the demands of the task. Devoted to leveraging my skills in support of others while aligning with the overarching mission of the company.
Overview
6
6
years of professional experience
Work History
Workforce Real Time Analyst
Bank Of Queensland
10.2022 - 11.2023
- Optimized schedules, forecasts and other tools to present to management.
- Managed real-time inbound call traffic across multiple contact centre locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall performance of call centre and enable strong understanding of business.
- Worked with management to develop strategic and tactical plans to meet different requirements.
- Managed overtime, shift swaps, breaks and PTO requests.
Customer Service Consultant
ME Bank
10.2021 - 10.2022
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Exceeded performance targets consistently by maintaining strong call control and calm in stressful situations.
- Liaised with internal/external stakeholders
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
Waitress
Polperro
03.2019 - 02.2022
- Trained new waitstaff on proper food handling, customer service and safety procedures.
- Collaborated with kitchen staff to facilitate prompt and accurate food preparation.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.
Food & Beverage Attendant
Hotelstaff & Octopus Hospitality
06.2018 - 09.2019
- Worked across multiple large scale events such as the Melbourne Cup and the Grand Prix, providing a sophisticated service to patrons across all sites of the events, from private boxes, to large scale dining halls.
Customer Service Associate
Pizza Fella
12.2017 - 11.2019
- Communicated efficiently with customers face-to-face and over the phone
- Resolved problems customers may encounter with online ordering.
Education
Bachelor of Arts - International Relations and Political Studies
Deakin University
05.2021
Skills
- Customer Service
- Data Analysis
- Product Knowledge
- Effective Communication
- Effective Time Management
- Menu knowledge
- Report Writing
- Real-Time Monitoring
- Call Management
- Complaint Resolution
References
References available upon request
Timeline
Workforce Real Time Analyst
Bank Of Queensland
10.2022 - 11.2023
Customer Service Consultant
ME Bank
10.2021 - 10.2022
Waitress
Polperro
03.2019 - 02.2022
Food & Beverage Attendant
Hotelstaff & Octopus Hospitality
06.2018 - 09.2019
Customer Service Associate
Pizza Fella
12.2017 - 11.2019
Bachelor of Arts - International Relations and Political Studies
Deakin University
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