Cecile DAILO
Summary
Experienced Service Officer with 11 years in customer service, specializing in First Call Resolution. Proven ability to lead teams through effective communication and knowledge sharing. Strong work ethic and adaptability to both collaborative and independent environments. Seeking opportunities for career advancement in a rewarding organization.
Overview
18
18
years of professional experience
Work History
Service Officer APS 4
NDIA
09.2023 - Current
- Developed and maintained customer service database to track customer inquiries
- Analyzed and interpreted data to identify areas of improvement
- Demonstrated the ability to remain calm and composed in difficult or emotionally charged situations
- Developed customer service tools and resources to improve customer service
- Responded to customer inquiries and concerns effectively
- Researched customer inquiries and complaints in a timely manner
- Participated in customer service meetings and provided feedback
- Created customer service surveys to measure customer satisfaction
- Analyzed customer feedback and reported results to management
- Ensured customer service standards were met and exceeded
- Advised customer service staff on customer service principles and techniques
- Investigated customer complaints and provided solutions
- Resolved customer issues and queries efficiently, achieving positive resolution within the first contact, thereby enhancing service efficiency
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
Customer Service Officer
Plan Partners
01.2022 - 09.2023
- Simplify NDIS by providing tools, services and education to participants, families and providers
- Maintain and update records of every participants and service providers transaction, including details of comments, enquiries actions taken via call notes in the company's system
- Assist with general office administration task
- 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.
- Provided exceptional customer service when addressing inquiries pertaining to billing or account concerns, fostering positive client relations.
Customer Solutions Specialist
Stellar
09.2018 - 08.2021
- Assessed customers facing financial hardship per federal legislation.
- Processed urgent payments and crisis claims promptly.
- Pre-processed checks for payments and claims to expedite workflows.
- Referred customers to social services for domestic violence and self-harm issues.
- Managed complex needs of multiple clients through alternative assistance referrals.
- Facilitated Child Support Assessments and processed related claims efficiently.
- Created, coded, updated, and linked customer records accurately.
- Ensured compliance with anti-fraud and Social Security legislative acts.
Migrant & Refugee Learning Coordinator
St Vincent De Paul Society, WA
01.2017 - 01.2018
- Entered and updated personal information into the database quickly and accurately
- Networked with other not for profit organisations
- Assisted customer with community services
- Assisted new students, teachers and coordinator in day to day operations
- Evaluated employee performance and identified skill gaps, developing targeted training sessions to address specific needs.
- Implemented a mentorship program that paired experienced employees with new hires to foster collaboration and knowledge transfer.
- Developed a variety of instructional materials, including interactive e-learning modules, videos, and written guides, catering to diverse learning styles.
Customer Service Officer
HBF Insurance
01.2013 - 01.2016
- Answered call quickly and efficiently
- Inbound and Outbound calls
- Answered enquiries regarding memberships
- Assisted customers with quotes
- Provide accurate and consistent information
- Accurate data entry
- 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.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Administration-Complaints-Recruitment
Australia Post
01.2007 - 01.2012
- Managed office communications by answering phones and greeting clients and customers.
- Organized and maintained files to ensure efficient retrieval of information.
- Utilized Work Brain software and Microsoft Office Suite for various administrative tasks.
- Coordinated sending and receiving correspondence, enhancing communication flow.
- Distributed incoming and outgoing mail, including mail re-direction, to streamline operations.
- Attended conferences and forums representing Australia Post to gather industry insights.
- Planned and prioritized work effectively to meet deadlines and organizational goals.
Education
Certificate III - Customer Service Support
Plan Partners
Registered Training Organisations 01-2022
Grants Writing
Business Enterprise Centre
Belmont, WA01.2018
Customer Service
Registered Training Organisations
Perth, WA01.2013
Administration Complaints And Recruitment
Australia Post
Perth, WA01.2009
Skills
- Stakeholder relationship management
- First call resolution
- Conflict resolution
- Delegation strategies
- Legal order handling
- Crisis intervention techniques
- NCC escalations management
- De-escalation tactics
- Home and living expertise
- Ministers Office Complaints Queue
Timeline
Service Officer APS 4
NDIA
09.2023 - Current
Customer Service Officer
Plan Partners
01.2022 - 09.2023
Customer Solutions Specialist
Stellar
09.2018 - 08.2021
Migrant & Refugee Learning Coordinator
St Vincent De Paul Society, WA
01.2017 - 01.2018
Customer Service Officer
HBF Insurance
01.2013 - 01.2016
Administration-Complaints-Recruitment
Australia Post
01.2007 - 01.2012
Certificate III - Customer Service Support
Plan Partners
Grants Writing
Business Enterprise Centre
Customer Service
Registered Training Organisations
Administration Complaints And Recruitment
Australia Post
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