Summary
Overview
Work History
Education
Skills
Timeline
Generic

Caroline Morris

Parafield Gardens,SA

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to create a seamless customer experience and drive business results. Diligent professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer satisfaction, reduce complaints and achieve business outcomes. Motivated professional well-versed in building productive relationships, resolving complex issues that are mutually beneficial. Brings over 20-years background maintaining customer satisfaction and contributing to company success. Proficient in Microsoft Suite and SAP products. Service-focused bringing unparalleled skills in customer relations, task prioritisation and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency and thrive in fast paced environments. Works independently, with minimal supervision and work as a team to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,

Overview

24
24
years of professional experience

Work History

Administration and Customer Service Officer

Trades Services South Australia
Adelaide, SA
05.2021 - Current
  • Help large volume of customers every day with positive attitude and focus on a seamless customer experience.
  • Assist call-in customers and trades people with questions and orders.
  • Address customer complaints and mitigate dissatisfaction by employing timely and on-point solutions that are mutually beneficial.
  • Maintain accurate and current customer account data with manual forms processing and digital information updates.
  • Initiate investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Resolve concerns with products or services to help with retention and drive sales.
  • Coordinate solutions for customer inquiries while meeting and exceeding performance quotas.
  • Offer technical support for clients on wide range of company products.
  • Manage payments, update account balances and discuss subsequent payments with customers to keep accounts on track and implement it carefully to the system to alleviate errors.
  • Set up service appointments to handle advanced technical concerns at customer locations.
  • Establish and accurately prepare customers accounts to complete new purchases.
  • Develop working relationships with internal and external customers while assisting with account management duties.
  • Resolve customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems.
  • Manage planning of corporate events.

Team Leader

Services Australia
Adelaide, SA
01.2019 - 05.2020
  • Managed up to 18 customer service team members in contact centre environment.
  • Consulted with team members to resolve performance or attendance discrepancies by creating expert solutions.
  • Responded proactively and positively to rapid change and communicated expectations to team members.
  • Ensured team met customer call guidelines for service levels, handle time and productivity.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Recognised and tapped talented staff to fill key positions and maximize productivity.
  • Promoted superior experience by addressing internal customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Cross-trained and provided back up for customer service support managers.

L&D Coordinator and Performance & Quality Manager

Services Australia
Adelaide, SA
01.2006 - 01.2019
  • Trained and mentored high volumes of new personnel hired to fulfill various roles.
  • Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
  • Monitored day-to-day activities of Schedulers, Trainers and Senior Technical Support Staff, noting areas needing improvement and implementing plans for rectification.
  • Analysed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals, resulting in trainees better equipped to make transition from training to inbound calls.
  • Developed new training programs such as online modules, interactive software, and online programs and provided ongoing training to staff, trainers and the leadership team.
  • Liaised between executives and entry-level workers, facilitating smooth communication and successfully achieving suitable pools of staff to fulfill different roles.
  • Advised executives on best practices for employee growth and productivity goals, consistently helping companies achieve hiring of suitable candidates.
  • Wrote training manuals for aspiring leaders and facilitated this training according to strict company guidelines and government protocols.
  • Delivered new employee onboarding and scheduled training sessions via the people management system.
  • Solid understanding of adult learning principles and styles and proven ability to source/create relevant training material.

Senior Business Analyst

Services Australia
Adelaide, SA
01.2015 - 12.2016
  • Interacted with stakeholders to understand business needs and translated into requirements and project scope to communicate to relevant IT Teams.
  • Maintained relevant project documentation in line with government expectations.
  • Guided teams and refined Agile techniques throughout journey and evolution of delivery cycles, establishing documentation framework to support Agile methodology implementation.
  • Provided business teams with reporting, analysis and business presentations to inform divisional strategies.
  • Executed analysis of risks and identified risk mitigation strategies.
  • Analysed performance metrics to identify opportunities to increase customer satisfaction.
  • Tested system workflows both pre and post production to ensure project deliverables achieved.
  • Surveyed clients to ascertain requirements and expectations for Customer Feedback Tool and Customer Incident Management System service.

Senior Practitioner

Services Australia
Adelaide, SA
08.2005 - 01.2006
  • Provided technical support and procedural guidance to Service Officers, Technical Support Officers, Quality Checkers and Team Leaders.
  • Undertook root cause analysis of performance data to identify trends and brokered solutions to address learning and development needs at centre, business line and individual level.
  • Reduced unnecessary technical support usage through analysis of contacts to determine appropriateness of contacts and implemented strategies to eliminate unnecessary contacts and address skills gaps.
  • Improved customer satisfaction results through analysis of results, identification of local drivers and assisted with educating staff as to how their behaviours affect results.
  • Supported staff to increase and develop their own knowledge and skills and provided coaching and training to increase quality and correctness of decision making.

Project Officer

Services Australia
Canberra, ACT
01.2005 - 08.2005
  • Closely collaborated with project members to identify and quickly address problems.
  • Gathered and organised supporting materials for meetings and project updates.
  • Developed and deepened relationships with key stakeholders.
  • Evaluated and solved technical problems affecting project deliverables.
  • Responded effectively to changes in project requirements by recalculating deliverables.
  • Worked closely with stakeholders including individual business teams and other government agencies to foster welcoming climate for new business.
  • Maintained open communication by presenting regular updates on project status to stakeholders and executives.
  • Scheduled and facilitated meetings between project stakeholders and IT to discuss deliverables, schedules and conflicts.
  • Partnered with project team members to identify and quickly address problems.

Trainer and Technical Support Officer

Services Australia
Adelaide, SA
10.2000 - 01.2005
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Monitored participant workflow and behaviors throughout training process.
  • Scheduled and taught in class and online courses to increase learning opportunities.
  • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
  • Tracked attendance and progress against goals for each participant.
  • Assessed student needs to develop effective training plans.
  • Gathered and organized supplementary material to support structured lessons.
  • Eliminated process gaps by implementing new methods of standardised training.
  • Provided accurate technical advices via virtual network efficiently.
  • Assisted staff to become more self sufficient by using available tools.
  • Used appropriate feedback tools to provide and receive feedback on service delivery, processes and performance matters.

Education

Diploma - Counselling

Australian Institute of Professional Counsellors
Adelaide
12.2023

Certificate IV - Assessment And Workplace Training

SA Training And Further Education
Adelaide, SA
10.2003

Certificate IV - Telecommunications

Careerlink
Adelaide, SA
10.2002

Bachelor of Teaching - Education

University of South Australia
Adelaide, SA
11.1997

Skills

  • Calm and Professional Under Pressure
  • Articulate Communication Skills across Channels
  • Responding to Difficult Customers
  • Solution Coordination
  • Needs Assessment
  • Efficient and Detail-Oriented
  • Issue and Complaint Resolution
  • Excellent Attention to Detail
  • Facilitating Seminars
  • Team-Oriented and Cooperative
  • Multitasker
  • Partnership Management
  • Policy and Procedure Adherence
  • Productivity Management
  • Reading Comprehension
  • Documentation
  • Data Entry and Maintenance

Timeline

Administration and Customer Service Officer

Trades Services South Australia
05.2021 - Current

Team Leader

Services Australia
01.2019 - 05.2020

Senior Business Analyst

Services Australia
01.2015 - 12.2016

L&D Coordinator and Performance & Quality Manager

Services Australia
01.2006 - 01.2019

Senior Practitioner

Services Australia
08.2005 - 01.2006

Project Officer

Services Australia
01.2005 - 08.2005

Trainer and Technical Support Officer

Services Australia
10.2000 - 01.2005

Diploma - Counselling

Australian Institute of Professional Counsellors

Certificate IV - Assessment And Workplace Training

SA Training And Further Education

Certificate IV - Telecommunications

Careerlink

Bachelor of Teaching - Education

University of South Australia

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Caroline Morris