Carol Godinet

To leverage my extensive experience in customer service and technical support, combined with a strong foundation in cybersecurity, to contribute to the operational success of the Workforce Technologies Support Officer role. My goal is to deliver innovative solutions, optimize resource management and support frontline teams in achieving excellence. Committed to professional growth while aligning with the organization’s objectives of enhancing service delivery and operational efficiency, I strive to foster collaboration and exceed performance expectations.

With extensive experience in customer service and technical support, I excel in high-paced environments, consistently exceeding performance metrics and delivering innovative solutions. My Certificate IV in Cybersecurity (2024) equips me with the technical expertise to identify system vulnerabilities and ensure data security. As a highly experienced Digital Support Agent, I manage complex online issues for customers, going above and beyond to provide exceptional service. My strong communication skills, honed through a Bachelor of Applied Communication, enable me to collaborate effectively with diverse stakeholders. I am passionate about driving operational efficiency, enhancing customer satisfaction and contributing to team success through a proactive and solution-oriented approach.

• At TMR, consistently exceed company KPIs, achieving up to 97% against a target of 87% and regularly receive commendations for outstanding performance.
• Commended for exceptional communication and precise documentation during TAFE Incident Response Training project, 2024.
• Pacific Islands Student’s Liaison Representative: Represented Pacific Island students at MIT, Auckland, advocating for their interests and supporting initiatives.
• Student Ambassador & Mentor: Guided and mentored peers, fostering a collaborative and inclusive environment.
• DUX Award 1992: Awarded top student at St Paul VI College, Samoa.

• Researcher, TAFE Southbank, 01/01/24, 12/31/24, Cyber Security Cert IV: Planned and led the Incident Response Team Exercise (IRTx) for RightPoint, coordinating teams and resources efficiently.
• Manukau Institute of Technology, Auckland, MIT Health & Counselling Centre, Special Olympics Papakura (SOP), Immigrant Integration into NZ Workplaces

• Amanda S Mould, Team Leader – Customer Contact Centre, Department of Transport and Main Road, amanda.s.moulds@tmr.qld.gov.au, 0419715171
• Victoria Cocaris, Team Leader – Customer Contact Centre, Department of Transport and Main Road, victoria.r.cocaris@tmr.qld.gov.au, 0417706888

• Volunteer Interviewer, Citizens Advice Bureau, Otara Auckland, 11/01/08, 12/31/11, Provided comprehensive information, advice, and practical solutions to clients on a wide range of issues, ensuring they received the support needed to navigate complex situations., Initiated and led community outreach programs, increasing awareness of available services and significantly boosting client engagement., Developed and implemented a feedback system to continually improve service delivery., Collaborated with local churches and community organizations to extend support networks, enhancing the overall community experience., Recognized for going above and beyond in service delivery, consistently exceeding expectations and contributing to a more informed and empowered community.
• Volunteer Coordinator, Local Food Bank, Sandgate, 01/01/23, 06/30/24, Organized and managed volunteer schedules, ensuring efficient coverage and smooth operation of food distribution events., Developed training programs for new volunteers, enhancing their ability to assist clients effectively and compassionately., Led fundraising initiatives, resulting in a 30% increase in donations and expanded resources for the food bank.

• Researching and Reading: Enhances my analytical skills.
• Walking My Dog: Promotes a healthy lifestyle.
• Spending Time with Family: Strengthens interpersonal skills.
• Traveling: Fosters adaptability and a global mindset.
• Lifelong Learning: Drives continuous personal and professional growth.
• Gardening: Encourages patience and attention to detail.

• Affiliations refer to your connections or associations with organizations, groups, or professional bodies. When answering the question "What are your affiliations?" you can mention any memberships, partnerships, or associations you have with relevant organizations. Here's an example based on your background: - **What are your affiliations?** I am affiliated with several professional and community organizations that align with my career and personal interests. These include: - **Transport and Main Roads (TMR)**: As a Client Relations Consultant and Digital Support Agent, I am actively involved in supporting the department's initiatives and providing exceptional customer service. - **TAFE Queensland**: As a recent graduate with a Certificate IV in Cyber Security, I maintain connections with the institution and participate in alumni events and professional development opportunities. - **Citizens Advice Bureau, Otara Auckland**: I volunteered as an interviewer, providing comprehensive information and advice to clients, and led community outreach programs. - **Local Food Bank, Sandgate**: I served as a Volunteer Coordinator, organizing and managing volunteer schedules and leading fundraising initiatives. These affiliations have allowed me to develop strong professional networks, stay informed about industry trends, and contribute to my community. - Does this help? Feel free to adjust or add any other affiliations you have!