Courtney Evans
Sydney,NSW
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Menulog
Bangaroo , NSW
09.2021 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Set up and activated customer accounts.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Mentored new employees on procedures and policies to maximize team performance.
Geoffs Tools
Geoff's tools
Sydney, NSW
01.2007 - Current
- Answered and directed incoming calls using multi-line telephone system.
- Processed payments and updated accounts to reflect balance changes.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Greeted visitors entering establishment to determine nature and purpose of visit.
Childcare Director
OOSH NORTHERN BEACHES
Deewhy, NSW
09.2018 - 09.2021
- Communicated with parents and fostered strong professional relationships.
- Monitored compliance with state, federal and company regulations, standards and requirements.
- Hired, mentored and monitored qualified childcare staff.
- Created and updated records to document employee and participant information.
- Oversaw daily activities and programs to educate and socialize participants.
- Inspected facility and activities to monitor safety, sanitation and procedures.
- Developed multilingual and multicultural staff and curriculum to serve families from diverse backgrounds.
- Launched marketing campaigns and events to attract community members and increase enrollment.
- Managed school's social media accounts to promote positive image to area families.
- Worked with parents and staff to improve student behavioral and learning issues with proactive approaches.
- Reviewed and evaluated programs for compliance with state, local and federal regulations.
- Trained, managed and motivated employees to promote professional skill development.
- Achieved budgetary targets by monitoring expenses and resource utilization, cutting waste and strengthening revenue streams.
- Maintained current knowledge of applicable codes and required procedures to optimize learning environments.
- Established and enforced modern educational standards to support student needs.
- Recruited, trained and evaluated staff and recommended personnel actions for programs and services.
- Determined allocations of funds for staff, equipment and authorized purchases.
- Set and enhanced program schedules to meet expected demands and enhance student learning opportunities.
- Monitored student progress and assisted students and teachers with resolving problems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
2IC of a After School Care at Knox Grammar
Oshclub
Sydney, NSW
06.2014 - 06.2015
- Supported students in outdoor activities by organizing games.
- Monitored educational progress by keeping detailed individual charts and files.
- Worked with parents and staff to improve student behavioral and learning issues with proactive approaches.
- Maintained current knowledge of applicable codes and required procedures to optimize learning environments.
- Set and enhanced program schedules to meet expected demands and enhance student learning opportunities.
- Monitored student progress and assisted students and teachers with resolving problems.
- Established and enforced modern educational standards to support student needs.
- Understood and followed oral and written directions.
Educator
Pennant hills before and after school care
Sydney, NSW
07.2010 - 10.2013
- Planned classroom activities to enable students to work independently, in small groups and in large groups.
- Encouraged positive self-esteem and mutual respect for others while instilling joy of learning and discovery.
- Managed and organized class records and reports.
- Enforced rules for behavior and procedures for maintaining order among students.
- Participated in workshops, trainings and conferences to improve educational skills.
- Built and strengthened positive relationships with students, parents and teaching staff.
- Created strategies to meet needs of mentally and physically disabled students.
- Met with parents to discuss students' progress and review areas requiring improvement.
Education
High School Diploma -
Asquith Girls High
Asquith, NSW12.2010
Skills
- Report Generation
- Report Creation
- Credit Card Payment Processing
- Order and Refund Processing
- Responding to Difficult Customers
- Customer Service
- Verbal and Written Communication
- Upbeat and Positive Personality
- Inbound and Outbound Calling
- Call Documentation
- Multitasking and Prioritization
- Data Entry
- Calm and Professional Under Pressure
- Customer Retention Strategies
Additional Information
- Driving defense safety course
- Supervisor certificate
- Working with children check
- community services cert 2
- ANAPHYLAXIS
- CPR
- Emergency management of Asthma
- Drivers license + Own Car
- Senior First AID
- NSW RSA
Timeline
Customer Service Representative
Menulog
09.2021 - Current
Childcare Director
OOSH NORTHERN BEACHES
09.2018 - 09.2021
2IC of a After School Care at Knox Grammar
Oshclub
06.2014 - 06.2015
Educator
Pennant hills before and after school care
07.2010 - 10.2013
Geoffs Tools
Geoff's tools
01.2007 - Current
High School Diploma -
Asquith Girls High
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