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
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