Debra Wills
Kilmore,VIC
Summary
Adept at navigating high-stress scenarios, I enhanced customer loyalty at Melbourne and Olympic Park Trust by resolving complaints with empathy and professionalism. Skilled in data entry and active listening, my role in customer service and administrative support significantly improved client satisfaction. My expertise includes managing escalated calls and maintaining detailed records, showcasing my ability to thrive in fast-paced environments.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Melbourne and Olympic Part Trust ( Casual )
01.2010 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Call Center Representative
NAB
05.2008 - 09.2025
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Managed Emergency Card and Cash for customers whilst overseas, liaising with External Stakeholders.
- Answered customer enquiries by phone, email and chat quickly and efficiently.
Simon De Winter
Office Administrator
04.1989 - 04.2005
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- First point of contact for deliveries and employees
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Education
High School Diploma -
Prahran High School
Prahran, VIC11-1978
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Computer proficiency
- Complaint handling
- Relationship building
- Professional telephone demeanor
- Paperwork processing
- Administrative support
- Recordkeeping strengths
- Follow-up skills
Certification
Working with Children's Check - renewing at present
Timeline
Customer Service Representative
Melbourne and Olympic Part Trust ( Casual )
01.2010 - Current
Call Center Representative
NAB
05.2008 - 09.2025
Simon De Winter
Office Administrator
04.1989 - 04.2005
Working with Children's Check - renewing at present
High School Diploma -
Prahran High School
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