Diana Jochim
Sydney,NSW
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
19
19
years of professional experience
Work History
Customer Partner - Housing
Northcott Society
08.2021 - Current
- Provide exceptional levels of customer service within Supported Living services, ensuring a positive experience for all customers and their families at each stage of the Customer Journey
- Maintain a holistic overview of Supported Living customers; their goals, their funding arrangements, and the services received from Northcott
- This applies at both an individual and house level
- Support customers and stakeholders to understand potential Supported Living options, including shared living vacancies and Medium Term Stays options
- Assist Supported Living customers with key activities such as product selection, Service Agreement completion and signing, NDIS planning meetings and plan reviews, liaison with families, customer decision makers, and key supports such as Support Coordinators or Guardians as required
- Gather information to provide insight to the wider business to support the growth and development of Northcott’s Supported Living product offerings
- Conduct House Visits to meet Customers and Service Coordinators, have a detail discussion with regards to the other services the Customers would access with Northcott and discuss the Budget in detail
- Complete Customer Check-Ins 6 weeks after Customer has moved into the Accommodation, discuss the experience of the customer and family involved with the transition process of moving into one of our accommodation.
Customer Service Consultant
Northcott Society
02.2018 - 08.2021
- Working on setting up services for Customers who have signed Service agreement with Northcott
- Interpret the My Service agreement into rosters
- Update shift notes with details of the shift
- Allocate Support Workers to the shifts
- Approve Transport Kilometers utilised by Support workers, investigate any excessive kilometers used and seek approval from the relevant Account Managers to approve kms
- Approving daily shifts
- Liaising with the relevant Account manager for clarity regarding services
- Contact the Customer once the services are setup advising the Service start date, time and name of the Support Worker assigned to the shifts
- Contact the Support Workers through phone call or SMS to advise about services
- Manage all inbound calls with a high level of customer service by following business processes, capturing mandatory data, referring to reference materials, prioritising customer’s requirements
- Provide follow up to all outstanding enquiries and requests within stated timeframes
- Nurture customer enquiries into warm leads
- Maintain customer interest in group training and activity requests
- Accurately input data and maintain customer profiles, bookings and staff rosters
- Work with the IPA sales team to capitalise on leads – ensuring optimal handover
- Communicate Northcott service delivery requirements in setting expectations of each customer
- Manage emails ensuring all enquiries are responded to within nominated timeframes
- Ensure essential appointments are confirmed, follow up if required
- Placing outbound calls to prospective customers in marketing data base
- General administrative support as required.
Customer Experience Officer
Penrith City Council
10.2017 - 02.2018
- Answering phone calls for local Penrith residents
- Helping them with the updates on their Development Applications
- Warm transferring calls to the relevant Child care centre for parental checks
- Warm transferring calls to the Children services team regarding their individual accounts
- Warm transferring calls to the Planner for seeking advice on purchase of property, checklist for the DA application
- Warm transferring calls to the rates team for copy of the rates notice to be emailed, payment agreements and balance enquiries
- Gathering information regarding illegal parking, dumped rubbish or dead animals on road and transferring the call to the Rangers team
- Warm transferring calls to the Waste services team if the client would want to make changes to their bin collections, organise New bin Services, complaints about missed bins and damaged bins.
Customer Service Representative
Australian Unity
09.2016 - 10.2017
- Answering Inbound calls from prospective clients/social workers looking for Home Care services
- Building relationship with customers over the phone
- Actively listen over phone and the at the same time making notes of relevant information required for finding out what service they would be looking for
- Competently use computer, search for information on the internet
- Liaise with branches and allocation co-ordinators for optimum resolution
- Emailing information to relevant Service co-ordinators and allocation co-ordinators
- Liaising between care workers and clients if services are delayed
- Relying the rosters to clients over the phone and at times email the client’s roster
- Forwarding sick calls from care workers to the relevant region champion
- Completing Welcome calls for new clients coming on-board for services with Australian Unity
- Effectively handling Inbox enquiries
- Organising Private services
- Answering queries related to Home Care Packages
- Downloading Documents from the My Aged Care Portal and attaching this information on the client’s records
- Emailing the Home Care Package specialist to contact the client to discuss about the package
- Liaise with My Aged Care incase the Package has ceased and the client is unware which direction to go
- Explaining the benefits of signing up for a Home Care Package with Australian Unity, help the clients understand how the package works and the costs involved with
- Explaining to them about the process requirement for part-pensioners or self-funded retirees
- Matching up services based on client’s requirements
- Efficiency to use Outlook, Microsoft Word, Excel and PowerPoint
- I have worked on Procura systems with Australian Unity Home Care.
Supermarket Helpdesk Agent
Salesforce Salmat Company
03.2013 - 09.2016
- Taking inbound customer calls regarding Woolworths Home brand and WoW Select products
- Taking inbound calls for Woolworths Regional offices
- Taking inbound calls for Woolworths Petrol
- Entering customer queries from cards and letters
- Answering customer enquiries received via the Woolworths website
- Administration duties which includes responding to customer queries through letter and email
- Escalating high end complaints to the Business team
- Liaise with the business team to identify if a product has been taken of the shelf or there is a stock issue
- Making arrangements for collecting the contamination for further investigation
- Escalating store complaints to the Store Managers
- Resolving enquiries over the phone and ending with happy customer service.
Sales Agent
Salesforce Salmat company
01.2011 - 01.2013
- Warm calling existing ANZ customers
- Dialler system was used to read the script to the customers
- Building rapport with the customer
- Explaining the product and how they benefit of the insurance which is exclusively offered to ANZ customers only
- Giving them a quote and recapping all the benefits and making the offer sound too good for the price
- Objection handling techniques
- Closing the sale.
Customer Service/ Sales Agent
Salesforce Salmat company
07.2010 - 01.2011
- Contacting existing Telstra customers, identifying the customer, going through compliance and looking at their bills
- Analysing their account and right planning the customer plans according to their lifestyle and requirements
- Working knowledge of Siebel
- Changing the customer’s plans on Siebel, basically processing orders for change of plans
- Explaining the customer’s bills and upselling products
- Staying customer focus and giving them a good customer service experience.
Telephone Sales Consultant
Starwood Privilege
05.2010 - 07.2010
- Generating leads by calling customers
- Used script to present the product
- Selling membership programme for Sheraton Hotels to business people, Doctors, picked people from white pages
- Overcoming objections and finalising sales
- Contacting clients whose membership has expired and renewing their membership by offering discounts
- Creating references through the contact and contacting potential clients.
Promoter
Pixie Photos
07.2008 - 07.2010
- Meeting people face to face inside Target giving them the offer to have their family portraits taken with us
- Marketing in different super markets and generating leads
- Booking customers for a photo shoot
- Overcoming Objections and presenting the product professionally
- Maintaining a database for the customers so they can be contacted when we have good offers.
Collections Analyst
Oracle India Private Ltd
11.2007 - 01.2008
- Contacting Business Clients to get the tax forms so we can file the company tax returns
- Reminding the Clients to make the payments so that there will be no interruption of services
- Running a credit check on the Client if we can do more business with the clients
- Maintaining a database for the clients.
Customer Services Representative
ICICI One Source
04.2005 - 10.2006
- Worked in Accounts department which dealt with Inbound and Outbound calls
- Negotiate Payments on overdue accounts
- Organising Payment plans and follow up payments
- Securing promises to pay
- Work on dialler system
- Provide a high level of customer service
- Data Entry
- 40 wpm typing speed.
Education
Diploma - Community Welfare Work
Tafe
Skills
- Ability to deal with customers in a timely, efficient, friendly and courteous manner
- Positive and professional phone manner
- Enthusiastic and positive attitude
- Excellent written and verbal communication and interpersonal skills
- Demonstrated initiative and proactive customer service approach to work
- The ability to work effectively both autonomously and as part of a team
- The ability to work efficiently under pressure and manage conflicting priorities
- Ability to problem solve and manage conflict to resolution
- Clear communication skills
- A high level of computer literacy and competency
Fulllicense
21552148
Personal Information
Residency: Australian Citizen
References
Reference on Request
Timeline
Customer Partner - Housing
Northcott Society
08.2021 - Current
Customer Service Consultant
Northcott Society
02.2018 - 08.2021
Customer Experience Officer
Penrith City Council
10.2017 - 02.2018
Customer Service Representative
Australian Unity
09.2016 - 10.2017
Supermarket Helpdesk Agent
Salesforce Salmat Company
03.2013 - 09.2016
Sales Agent
Salesforce Salmat company
01.2011 - 01.2013
Customer Service/ Sales Agent
Salesforce Salmat company
07.2010 - 01.2011
Telephone Sales Consultant
Starwood Privilege
05.2010 - 07.2010
Promoter
Pixie Photos
07.2008 - 07.2010
Collections Analyst
Oracle India Private Ltd
11.2007 - 01.2008
Customer Services Representative
ICICI One Source
04.2005 - 10.2006
Diploma - Community Welfare Work
Tafe
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