CAROL WALSH
Palmyra,WA
Summary
Highly personable Customer Service professional with more than 26 years' experience in call centres and processing centres in human services, welfare and claims processing.
Proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Talent for identifying customer needs and presenting appropriate services.
Experienced with problem-solving and conflict resolution in customer service environments. Utilizes effective communication and active listening to address customer needs.
Accredited technical support officer.
Overview
27
27
years of professional experience
Work History
Multi-skilled Customer Service Officer
SERVICES AUSTRALIA, CENTRELINK
08.2000 - 08.2023
- Fully trained Family Assistance Customer Service officer
- Multi-Skilled in Youth and Student Payments for Rural and Remote Australians including Indigenous students (Assistance for Isolated Children)Documented customer interactions, ensuring all records were accurate and up-to-date.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Identifying, negotiating and processing the most suitable benefit for Australian citizens at first point of contact in Primary benefit area - Family Assistance Office
- Identify, negotiate, offer and process individual welfare entitlements and benefits
- Interpret Commonwealth Government Policy and Legislation
- Efficiently investigate and resolve customer concerns in collaboration with respective officers and departments
- Accredited Technical Support Officer, offering support to less experienced operators in resolving more complex issues and enhancing performance
- Selected to coach and mentor new and less experienced customer service representatives for expansion of call centre operations
- Work closely one-on-one with peers to identify and address individual learning needs with a goal to improve overall Centre performance
- Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new reporting procedures
- Received outstanding positive comments from team members on team player skills, as well as exceptional feedback from senior management
- Assist with development and implementation of online self services and consolidated processes
- Received Customer Service Award for outstanding track record of positive peer and customer feedback
Acting Centrelink Course Approvals Officer
SERVICES AUSTRALIA, CENTRELINK
01.2011 - 01.2012
- Specialist knowledge of legislation, policies, procedures and information management requirements to provide course approval Helpdesk functions for staff undertaking assessment of Centrelink Student payments
- Provide a contact point for education institutions and providers regarding legislative and policy requirements for approved courses of study
- Develop and maintain networks with educational providers and institutions
- Maintain an accurate and detached database of current information on education institutions
- Contribute to strategies to improvise quality of decision making, business planning and the management of change in the workplace
Acting Career Adviser, Career Information Centre
SERVICES AUSTRALIA, CENTRELINK
01.2007 - 01.2011
- Organise and assist student groups and individuals (13 years of age to mature age) with career direction via the OzJac and JigCal programs
- Maintain an up-to-date and comprehensive resource career information library for public use
- Provide accurate and timely advice regarding current employment trends in a professional and helpful manner both face-to-face and via telephone
Customer Service Officer, Silver Chain Call Centre
SILVER CHAIN NURSING ASSOCIATION
01.1997 - 01.2000
- Serve as Customer Service officer at first point of contact for field staff, clients and appropriate emergency services
- Answer an Ericsson multi-line telephone for 13 different services, processing in excess of 140 customer queries and referrals each shift
- Proficient in communicating via internal paging system
- Professionally and tactfully handling customer and staff queries to efficiently reach a satisfactory outcome for all
- Making and recording decisions with speed, accuracy and attention to detail
- Exercise excellent problem solving and communication skills in dealing with clients of varied ages with multiple speech and hearing impediments
- Dedicated team player
Education
Certificate IV - Telecommunications
Training Accreditation Council
Perth, WA07-2002
Certificate of Proficiency - Excel For Spreadsheets
South Metropolitan TAFE
Bentley, WA12-1973
Perth College
Perth, WA12-1973
Leaving Level Stenography - Stenography
Perth College
Perth, WA12-1973
Certificate in Commercial Studies - Business Administration
Perth College
Perth, WA12-1973
Certificate - Word For Windows
Skillshare
Fremantle, WA02-1973
High School Diploma -
Kewdale Senior High School
Perth, WA12-1972
Skills
- Customer support
- Complaint handling
- Data entry
- Customer focus
- Call centre operations
- Payment processing
- Database management
- Information protection
- Call documentation
- Technical support
- Customer service
- Computer proficiency
- Building rapport
Timeline
Acting Centrelink Course Approvals Officer
SERVICES AUSTRALIA, CENTRELINK
01.2011 - 01.2012
Acting Career Adviser, Career Information Centre
SERVICES AUSTRALIA, CENTRELINK
01.2007 - 01.2011
Multi-skilled Customer Service Officer
SERVICES AUSTRALIA, CENTRELINK
08.2000 - 08.2023
Customer Service Officer, Silver Chain Call Centre
SILVER CHAIN NURSING ASSOCIATION
01.1997 - 01.2000
Certificate IV - Telecommunications
Training Accreditation Council
Certificate of Proficiency - Excel For Spreadsheets
South Metropolitan TAFE
Perth College
Leaving Level Stenography - Stenography
Perth College
Certificate in Commercial Studies - Business Administration
Perth College
Certificate - Word For Windows
Skillshare
High School Diploma -
Kewdale Senior High School
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