Summary
Overview
Work History
Skills
Timeline
Generic

Janet Davies-Farrell

Garden Island Creek ,TAS

Summary

Results-driven professional with a robust background in customer service, consistently enhancing customer satisfaction rates through exceptional problem-solving and communication skills. Known for fostering strong client relationships and maintaining reliability in high-pressure situations while adeptly managing customer interactions to ensure positive outcomes. Self-motivated and adaptable, thriving in both independent and team-oriented environments, with a commitment to exceeding business goals and ensuring compliance with relevant regulations. Expertise in conflict resolution contributes to creating a collaborative team atmosphere that drives success.

Overview

28
28
years of professional experience

Work History

Principal Customer Service Advisor

QLD Department of Transport and Main Roads
11.2020 - 05.2025
  • Delivered accurate information and customer service for vehicle and vessel registration.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Developed strong customer relationships to encourage repeat business.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • Coordinated with internal teams to ensure a timely and successful delivery of solutions according to client needs.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanour.
  • Fostered collaboration by building strong relationships with internal and external stakeholders.
  • Executed PACSO back-office duties, including reporting, reconciliation of funds, end of month reports and audit tasks.
  • Provided friendly and knowledgeable service for routine questions and complaints.
  • Documented customer interactions in CRM to track requests and resolutions.
  • Handled dealer transactions efficiently while addressing inquiries promptly.
  • Promoted digital initiatives as Digi Champ for Ipswich CSC, enhancing user engagement.

Lending Manager

Loans.com.au
10.2019 - 04.2020
  • Cultivated relationships with potential customers through referrals, events, and cold calling campaigns.
  • Assisted borrowers throughout the entire loan process from application submission to closing.
  • Ensured accuracy and completeness of documentation prior to loan funding.
  • Conducted credit investigations to evaluate financial conditions, collateral values, and payment histories.
  • Reviewed and analyzed credit applications to assess eligibility for loan approval.
  • Tracked daily application volumes against approvals and denials to measure effectiveness.
  • Developed and monitored loan portfolios for compliance with lending policies.
  • Reviewed tax returns and financial statements to finalize underwriting processes.

Travel Consultant

Flight Centre
04.2019 - 10.2019
  • Managed transportation bookings, accommodations, and insurance for diverse travel services.
  • Coordinated client assessments to recommend ideal destinations and travel options.
  • Delivered travel information and guides to enhance overall traveler experience.
  • Advised clients on foreign currency exchange rates for international trip bookings.
  • Utilized promotional techniques to market itinerary tour packages effectively.
  • Resolved travel issues, complaints, and refund requests promptly.
  • Maintained current client files and entered data into CRM systems.
  • Attend travel seminars to remain informed on tourism trends and expand operator networks.

Branch Sales and Service Manager

Heritage Bank
02.2013 - 04.2019
  • Developed a high-performing sales team through effective coaching, mentoring, and performance management.
  • Enhanced customer satisfaction rates by delivering exceptional service and promptly addressing concerns.
  • Facilitated collaboration among team members by promoting open communication channels and providing ongoing feedback.
  • Championed a customer-centric culture within the organization, fostering a positive work environment that prioritized client satisfaction.
  • Implemented a comprehensive training program for new hires, reducing onboarding time while increasing employee retention rates.
  • Launched targeted promotions that attracted new customers and increased repeat business from existing clientele.
  • Cultivated partnerships with industry influencers, resulting in increased brand awareness and improved market positioning.
  • Researched and corrected customer concerns to promote company loyalty.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Increased sales revenue by implementing innovative strategies and fostering strong relationships with clients.
  • Expanded the company''s market presence by identifying and pursuing new business opportunities, resulting in increased revenue growth.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Kept accurate records to document customer service actions and discussions.
  • Collaborated with upper management to implement continuous improvements and exceed team goals.
  • Organized promotional events and interacted with community to increase sales volume.
  • Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.

Administration Support Officer

Grainhart
07.2012 - 02.2013
  • Executed general office duties, including phone answering, photocopying, and document filing.
  • Managed weighbridge operations, allocating timeslots for truck bookings.
  • Processed payroll and maintained employee records to ensure compliance with regulations.
  • Coordinated appointment setting and greeting visitors at the office.
  • Responded to internal and external inquiries promptly via phone and email.
  • Compiled reports using Excel and maintained accurate attendance records.
  • Oversaw office supply ordering and ensured efficient workflow in daily operations.
  • Collaborated with administration staff to support various operational needs.

Travel Administration Manager

Easternwell
06.2010 - 07.2012
  • Coordinated transportation, accommodations, and insurance for employee travel services.
  • Supervised administrative team to ensure timely completion of tasks.
  • Developed strategies to enhance operational effectiveness across departments.
  • Reconciled payments to maintain precise financial records.
  • Provided detailed itineraries, guides, and regulations to field and office staff.
  • Resolved travel-related issues and complaints promptly to maintain service quality.
  • Performed budgeting duties, including forecasting expenditures and preparing financial reports.
  • Created monthly reports summarizing departmental activities for senior management review.

Claims Assist Team Manager

Suncorp Insurance
08.2009 - 06.2010
  • Evaluated systems and procedures to identify improvement opportunities and developed implementation plans.
  • Provided guidance, coaching, and mentoring to enhance individual team member performance.
  • Resolved conflicts promptly to maintain team harmony and collaboration.
  • Ensured compliance with company policies, regulations, and ethical standards for workplace culture.
  • Created a positive work environment through clear expectations and provision of necessary resources.
  • Developed and executed strategies for enhanced team performance.
  • Identified training needs, created an onboarding program, and conducted orientation sessions for new hires.
  • Managed daily operations by scheduling shifts, assigning tasks, and tracking attendance.

Call Centre Night Team Manager

Suncorp Banking
01.2007 - 08.2009
  • Provided comprehensive leadership in after-hours call center, driving team performance and accountability.
  • Coached direct reports on sales performance, effectively tracking KPIs for continuous improvement.
  • Conduct regular meetings to discuss project progress, policy updates, and address staff concerns.
  • Monitored customer service metrics to enhance response times and satisfaction ratings.
  • Drove positive customer satisfaction levels by providing successful training to associates.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Assisted customers with product inquiries and resolving complaints promptly and professionally.
  • Ensured all customer inquiries were handled in accordance with company standards and regulations.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.

01.1997 - 01.2007
  • Directed office and property management activities at Elite Real Estate, St Lucia, Brisbane (2004-2007).
  • Held multiple positions in Telstra Licensed Store and Call Centre from 1999 to 2004.
  • Spent eight years gaining experience in Britain and Europe during 1989-1997.

Skills

  • Customer service and support
  • Conflict resolution expertise
  • CRM expertise
  • Data entry and management
  • Product knowledge and training
  • Call handling and customer engagement
  • Team collaboration and inter-departmental cooperation
  • Problem solving and critical thinking
  • Time management and prioritization
  • Relationship building and rapport development
  • Attention to detail and accuracy
  • Adaptability and flexibility
  • Customer focus and satisfaction strategies
  • Customer relations
  • Customer service experience
  • Call center operations

Timeline

Principal Customer Service Advisor

QLD Department of Transport and Main Roads
11.2020 - 05.2025

Lending Manager

Loans.com.au
10.2019 - 04.2020

Travel Consultant

Flight Centre
04.2019 - 10.2019

Branch Sales and Service Manager

Heritage Bank
02.2013 - 04.2019

Administration Support Officer

Grainhart
07.2012 - 02.2013

Travel Administration Manager

Easternwell
06.2010 - 07.2012

Claims Assist Team Manager

Suncorp Insurance
08.2009 - 06.2010

Call Centre Night Team Manager

Suncorp Banking
01.2007 - 08.2009

01.1997 - 01.2007
Janet Davies-Farrell