Summary
Overview
Work History
Education
Skills
Timeline
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Donna Bonello

Summary

Experienced customer service specialist with 15+ years in hospitality, retail, and government sectors. Known for strong communication and relationship-building skills. Organized, dependable, and results-driven with a knack for time management. Collaborative team player with diverse skills in sales, debt collection, operations, and administrative support.

Overview

20
20
years of professional experience

Work History

Retail Assistant

RJRC Brown Mudgee Newsagency
09.2021 - 12.2024
  • Managed inventory and coordinated home delivery routes.
  • Balanced cash/lottery sales, supervised staff, and liaised with vendors.

Receptionist

Parkview Hotel
02.2020 - 09.2021
  • Handled front desk operations, reservations, and customer support.

Client Service Officer

Department of Human Services
05.2005 - 04.2019
  • Managed caseloads, payment inquiries, debt recovery, and escalation handling.
  • Educated clients, applied legislation, and referred to services as needed.
  • Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
  • Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
  • Worked in call centre environment handling manual and automatically dialed outbound calls.
  • Implemented customized payment plans based on debtor''s financial situation, increasing likelihood of full repayments over time.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Education

High School Diploma -

Mitchell High School
Blacktown, NSW

Skills

  • Customer Service & Relationship Management
  • Conflict Resolution & Complaint Handling
  • Cash Handling & Point of Sale Systems
  • Staff Supervision & Training
  • Reception & Front Desk Operations
  • Sales & Inventory Management
  • Debt Recovery & Payment Arrangements
  • Booking & Reservation Systems
  • Microsoft Office Suite & CRM Software
  • Written & Verbal Communication
  • Team Collaboration & Independent Work

Timeline

Retail Assistant

RJRC Brown Mudgee Newsagency
09.2021 - 12.2024

Receptionist

Parkview Hotel
02.2020 - 09.2021

Client Service Officer

Department of Human Services
05.2005 - 04.2019

High School Diploma -

Mitchell High School

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Donna Bonello