Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Carol Wingard

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Engages with customers to help establish rapport. Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and maintaining sales goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Service Officer

Services Australia
07.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Assisted call-in customers with questions, giving accurate information based on up to date and ever changing legislation.
  • Provided primary customer support to external customers.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Administration Officer

Department Of Health And Human Services
10.2021 - 07.2022
  • Delivered exceptional level of service to each customer by listening to concerns and answering questions.
  • Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Worked 12 hours; during daytime, weekend, and holiday shifts.
  • Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Adhered to social distancing protocols and wore full PPE.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.

Licence Testing Officer

VicRoads
04.2021 - 09.2021
  • Carried out day-day-day duties accurately and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Performed duties in accordance with all ethical standards, policies and regulatory guidelines to promote safe working environment.
  • Served customers in a friendly, efficient manner following outlined steps of service and go above and beyond to achieve customer satisfaction.
  • Learning, growing and adapting to challenging situations always maintaining a positive mindset.
  • Navigating applicants around a sometimes unfamiliar test route in a clear concise manner to ensure a safe test drive


Warehouse Supervisor/Administrative Officer

Harvey Norman
03.2016 - 04.2021
  • Oversaw warehouse staff and maintained efficiency in fast-paced environment.
  • Managed scheduling and task delegation for 15-member warehouse team.
  • Kept detailed records of inventories and merchandise inventory transactions.
  • Managed day-to-day operations of warehouse, including freight and parcel shipments, returns and transfers.
  • Maintained high levels of accuracy in daily operations.
  • Monitored employee performance and offered mentoring and leadership to improve any deficiencies.
  • Recorded information, shortages and discrepancies to keep records current and accurate.
  • Monitored adherence to safety protocols and company policies by staying attentive to details.
  • Promoted diligence and culture of safety for drivers and warehouse operations.
  • Completed daily operations on time and maintained high standards of accuracy.
  • Collaborated with management to implement new initiatives and policies and achieve benchmarks for production, quality and safety.

Sales Representative

E&S Trading
07.2012 - 02.2016
  • Developed and delivered engaging sales presentations to convey product benefits.
  • Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
  • Efficiently solved complex problems that impacted management.
  • Evaluated inventory and delivery needs, optimizing strategies to meet customer demands.
  • Implemented marketing strategies and techniques, increasing revenue and customer satisfaction.
  • Increased revenue by acquiring new customers and determining needs to offer relevant products.
  • Communicated with customers to understand needs and recommend appropriate solutions.
  • Utilized effective communication and active listening skills to create client rapport to grow profitability.
  • Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
  • Trained and mentored new sales representatives.

Skills

  • Strong work ethic
  • Clear and concise communicator
  • Recording accurate information
  • Calm and collective problem solver
  • Call Centre Operations
  • Customer Data Confidentiality
  • Investigate Claims
  • Administrative Duties
  • Train staff
  • Multitasking abilities
  • Cultural awareness

Certification

  • Certified Fire Warden, Parasol - 22 August 2019.
  • Certified First Aid Provider, NSCA - 04 March 2020
  • OHS Incident Management Training - 18 February 2021
  • OHS Working at Heights- Stock Picker Training - 18 February 2021
  • OHS Falls Arrest Equipment Training - 18 February 2021
  • OHS Personal Protective Equipment Training - 27 September 2019
  • OHS Emergency Warden- Fire Preparedness Training - 27 September 2019
  • OHS Bomb Threat Training - 27 September 2019
  • Discrimination, Harassment and Workplace Bullying Training - 18 February 2021
  • Cultural Awareness Training - 27 September 2019
  • High Risk Work License - 25 September 2020

Timeline

Customer Service Officer

Services Australia
07.2022 - Current

Administration Officer

Department Of Health And Human Services
10.2021 - 07.2022

Licence Testing Officer

VicRoads
04.2021 - 09.2021

Warehouse Supervisor/Administrative Officer

Harvey Norman
03.2016 - 04.2021

Sales Representative

E&S Trading
07.2012 - 02.2016

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Carol Wingard