DENA VEIS
Summary
Detail-oriented professional with strong communication and project management capabilities. Demonstrated success in managing multiple tasks effectively and efficiently within fast-paced environments. Recognized for a proactive approach to identifying and resolving issues, with an emphasis on process optimization and supporting team objectives. Possesses strong analytical, communication, and teamwork skills, along with a proven ability to adapt swiftly to new environments. Committed to contributing to team success while furthering professional development. Brings a positive attitude and a dedication to continuous learning and growth.
Overview
6
6
years of professional experience
Work History
Senior Customer Experience Agent
frank green
02.2023 - Current
- Delivered clear and concise communication to customers and internal stakeholders, ensuring a consistent brand voice
- Managed customer interactions across various platforms (e.g., email, live chat, Instagram direct messages, TikTok) to provide seamless and consistent service
- Effectively addressed customer complaints and escalations with empathy and professionalism, ensuring timely resolutions while safeguarding brand reputation
- Leveraged CRM platforms to track customer interactions, analyze feedback, and enhance the overall customer experience
- Contributed to the planning and execution of marketing campaigns by providing insights to ensure alignment with customer needs
- Conducted research to gain a deeper understanding of target audiences, gathering data to inform product development and marketing strategies
- This included identifying trends and pain points to drive actionable improvements in our products and services
- Trained new staff members on policies and procedures to support favourable customer experiences.
Customer Service Agent
Bupa
04.2022 - 09.2022
- Collaborated with Australian customers to support their health and well-being by offering personalized assistance and solutions
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Strived to provide excellent service, ensuring customers had convenient access to essential medical services
- Proudly represented one of Australia's leading private health care funds while consistently maintaining a professional and empathetic demeanour in all interactions
- Offered guidance and information on health insurance plans, assisting customers in making informed choices
- Addressed customer inquiries and concerns promptly, fostering high levels of satisfaction
Retail Assistant
Factory X (Gorman)
03.2021 - 01.2022
- Represented a fashion label founded in Australia, recognized for its distinctive, vibrant, and artistically inspired designs
- Delivered outstanding customer service by guiding customers in selecting sustainable and ethically produced clothing
- Used POS system to process sales, returns, online orders, and gift card activations.
- Advocated for the brand's principles of sustainability, ethical practices, and artistic collaboration
- Maintained comprehensive knowledge of products to provide personalized recommendations and improve the overall shopping experience
- Assisted with store operations, which included stock management, visual merchandising, and ensuring a clean and welcoming retail environment
Student Researcher
Your Community Health
08.2021 - 11.2021
- Supported academic research initiatives by managing multiple tasks simultaneously to ensure timely progress
- Assisted in the operational needs of the Community Health Social Support Program, contributing to its overall efficiency
- Conducted research-related activities, including data collection, analysis, and literature reviews, to support program objectives
- Collaborated with team members to address community health challenges and develop actionable insights
- Interpreted and analyzed research data to draw conclusions on outcomes.
- Completed designated tasks with efficiency and accuracy in order to support research objectives.
Client Resolutions
Australian Taxation Office
12.2018 - 11.2020
- Took care of a lot of client questions over the phone, providing helpful information and solving problems quickly
- Kept client information up-to-date in our systems, making sure everything was correct and followed company rules
- Wrote clear and professional letters and emails, customized for each client's needs
- Teamed up with other departments to handle tricky client issues, making sure we found solutions quickly and effectively
- Balanced many tasks at once, met deadlines, and maintained a high quality of work
- Enhanced customer satisfaction by efficiently resolving complex issues and implementing appropriate solutions.
Education
Skilled Course - Content and Social Media Marketing
RMIT
Melbourne12.2024
Bachelor of Health Science - Health Promotion, Public Health
La Trobe University
Melbourne10.2021
VCE -
Northcote High School
Melbourne01.2017
Skills
- Strong Communication skills
- High knowledge of social media platforms and CRM tools
- Data Analysis and reporting
- Brand awareness and tone management
- Program Development
- Stakeholder Engagement
- Organisation and Planning
- Team collaboration
- Health Literacy
- Quantitative research
- Team Training
- Detail-oriented
Volunteer History
- Your Community Health, Social Support Group, Preston, Melbourne, VIC, Australia, 3 days a week for 2 months in 2021
- West Preston Football Club, Club/Team Volunteer, Reservoir, Melbourne, VIC, Australia, Every game day during the season 2021-present
Recent Training And Certificates
- NDIS Workers Screening Check, completed, 2021
- Working with Children's Check, completed, 2021
Timeline
Senior Customer Experience Agent
frank green
02.2023 - Current
Customer Service Agent
Bupa
04.2022 - 09.2022
Student Researcher
Your Community Health
08.2021 - 11.2021
Retail Assistant
Factory X (Gorman)
03.2021 - 01.2022
Client Resolutions
Australian Taxation Office
12.2018 - 11.2020
Skilled Course - Content and Social Media Marketing
RMIT
Bachelor of Health Science - Health Promotion, Public Health
La Trobe University
VCE -
Northcote High School
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