Caitlin Kenyon
Canberra,ACT
Summary
Outcome-focused professional dedicated to enhancing customer satisfaction through the strategic implementation of established procedures. Solid team player with outgoing, positive demeanour and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialise in quality, speed and process optimisation. Articulate, energetic and results-oriented with exemplary passion for developing relationships and cultivating partnerships.
Overview
4
4
years of professional experience
Work History
Contact Centre Operator
Department Of Climate Change (DCCEEW)
10.2023 - Current
- Proactively assist stakeholders through phone inquiries and offer dedicated support for online queries.
- Demonstrate robust analytical and problem-solving skills while exploring diverse information channels to identify the most efficient pathways for directing inquiries.
- Develop and maintain an in-depth knowledge of current operating practices and procedures to ensure effective service delivery.
- Consistently meet key performance measures, demonstrating high responsiveness, stakeholder satisfaction, and successful inquiry resolution.
- Excel in managing competing priorities, taking personal responsibility for workload, and maintaining high work standards and accuracy.
- Interact with stakeholders and colleagues with respect and courtesy, maintaining a positive demeanour even under pressure.
- Actively contribute to the day-to-day operations of the Contact Centre, ensuring efficiency and effectiveness in service delivery.
- Fulfill various administrative duties as required, showcasing adaptability and commitment to overall team success.
Library Assistant - ASO 3 - Casual
ACT Libraries
11.2021 - 07.2023
- Carried out various administrative tasks, such as maintaining library records, answering emails, updating patron information, and handling financial transactions related to fines and fees.
- Assisting in the management of the library's collection, including cataloguing new materials, shelving books, and conducting regular inventory checks.
- Providing basic technology support to library users, including troubleshooting issues with public computers, printers, and other library equipment. Assisting patrons in accessing online resources and digital materials, fostering digital literacy and technology skills.
- Assisting with planning, setup, and promotion of library programs and events. This included organising and conducting children's literacy programs, adult book clubs, workshops, and other community-based activities.
- Facilitated the scheduling of meeting rooms and maintained a clean and organised library environment.
- Worked closely with the HLS (Home Library Service) coordinator to provide assistance and support in various areas. This included liaising with drivers to ensure smooth coordination and timely delivery of books to patrons' homes. Additionally, I curated customised book boxes for each patron, taking into account their reading preferences and specific requests. I maintained records, tracked deliveries, and provided valuable feedback to improve the service. Overall, my aim was to deliver a personalised and enriched reading experience to patrons who are unable to physically visit the library.
APS 4 - Finance Section - Contract
NSW Department Of Housing
11.2021 - 07.2022
- Collected and compiled information, preparing documentation and correspondence in accordance with quality and organisational requirements. This was done to support the smooth flow of information and provide valuable insights for decision-making purposes.
- Completed routine financial transactions and purchasing services while ensuring strict adherence to agency standards and procedures. This involved handling various financial activities and procurement processes in a manner that complied with established guidelines and regulations.
- Provided a professional and efficient first point of contact for clients and suppliers. I promptly responded to inquiries, addressing their concerns and providing accurate and timely information. When necessary, I appropriately escalated and redirected issues to ensure that they were resolved effectively.
- Updated and maintained records and databases, complying with systems and processes to ensure that all information was accurate, stored correctly and accessible
- Maintained effective communication and collaboration with service providers to ensure the smooth and efficient delivery of services. By actively liaising with them, I facilitated the coordination and timely execution of tasks, addressing any potential issues or challenges that arose during the process.
Administration / Customer Service Officer
Lions Pty Ltd
10.2019 - 06.2020
- Answered a high volume of incoming calls and electronic requests from clients in a high pressure, multitasking environment.
- Customer invoicing (via SAP).
- Ensured accurate update of product orders, quotes, solutions and, customer information.
- Achieved and consistently exceeded revenue quota through product and service promotion during routine calls.
Education
Bachelor of Arts - Creative Writing 2023 - English
University of Canberra
Lake Ginninderra College, Territory
2018
Cert 1 in business administration - undefined
2018
Cert II in business administration - undefined
2018
First Aid Certificate - undefined
2018
Skills
- Research Skills
- Computer and Internet Literacy
- Deliver high quality customer service to achieve business outcomes
- Written Communication Skills
- Highly Adaptable
- Excellent Attention-to-Detail
- Critical Thinking Skills
- Understand products and services
- Experience in quality customer service
- Interpret and comply with legislative, policy and regulatory frameworks
Referees
Mira Hitchick - 0427263990
Branch Coordinator/Manager ACT Libraries
Mikaela Thompson - 0421162100
Branch Coordinator/Manager ACT Libraries
Timeline
Contact Centre Operator
Department Of Climate Change (DCCEEW)
10.2023 - Current
Library Assistant - ASO 3 - Casual
ACT Libraries
11.2021 - 07.2023
APS 4 - Finance Section - Contract
NSW Department Of Housing
11.2021 - 07.2022
Administration / Customer Service Officer
Lions Pty Ltd
10.2019 - 06.2020
Bachelor of Arts - Creative Writing 2023 - English
University of Canberra
Lake Ginninderra College, Territory
Cert 1 in business administration - undefined
Cert II in business administration - undefined
First Aid Certificate - undefined
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