Eddie T Vili
Ipswich,QLD
Overview
6
6
years of professional experience
Work History
AO3 Customer Service Officer - Troocoo
Queensland Building & Construction Commission
07.2024 - Current
- Enhanced customer knowledge by efficiently addressing and resolving their inquiries regarding licensing, financial requirements.
- Educated customers of QBCC services including (but not limited to) home warranty insurance scheme, QBCC license application and renewal process, contractor/builder compliance and homeowner responsibilities.
- Addressed customer disputes and mitigated dissatisfaction by providing information on QBCC complaints services and processes.
- Currently a QBCC contact centre Fire Warden, and stationary team member. Active participation in additional roles and building contact centre culture.
- Exceeded customer expectations by going the extra mile - sending emails with additional information and directing customers to the QBCC website.
- Maintained a consistent high level of call quality assurance in line with KPI's.
AO3 Customer Service Officer - Empire Group
Queensland Treasury
01.2023 - 06.2024
- Inbound call centre, providing high quality customer service, collecting debts and payments for the Queensland Government
- Supporting vulnerable customers experiencing financial hardship, domestic and family violence, injuries and extreme circumstances
- Assisted in training new onboard service officers through live interactions with customers, via Teams, and providing feedback
- Regular training to maintain a high standard of excellence
- Maintained a high score across all KPI's - time management, call quality, and customer interactions
APS3 Service Delivery Officer
Services Australia
01.2021 - 01.2023
- Providing exceptional customer service assistance at the point of contact, to assist with payments, account updates, refund processing and complaints
- Supporting customers by directing them to appropriate service channels and completing inquiries at first contact.
- Promote the agency's self-managed and digital services
- Managed multiple client accounts simultaneously, prioritizing tasks effectively to meet strict deadlines without compromising quality of service delivered.
Claims Consultant
Insurance Australia Group
06.2019 - 01.2021
- Provide specialist advice and expertise to customers regarding investigation processes, guidelines, and legislative interpretation
- Confidence to make decisions and solve issues effectively
- Maintain a relationship with internal and external stakeholders
- Assist brokers with policy updates, payment requests, claims for acceptance or denial
- Contribute to changes in workplace procedures and process improvement
Education
Certificate III -
Businesses, Communication & Tech
Senior Certificate -
St Augustine's College
Skills
- High level communication and writing skills
- Openness and High Emotional Intelligence
- Complex critical thinking skills
- Strategic analytical person
- Managing operation and efficiency
- Fast decision making
Timeline
AO3 Customer Service Officer - Troocoo
Queensland Building & Construction Commission
07.2024 - Current
AO3 Customer Service Officer - Empire Group
Queensland Treasury
01.2023 - 06.2024
APS3 Service Delivery Officer
Services Australia
01.2021 - 01.2023
Claims Consultant
Insurance Australia Group
06.2019 - 01.2021
Senior Certificate -
St Augustine's College
Certificate III -
Businesses, Communication & Tech
Similar Profiles
Anita CocoAnita Coco
Administrative Assistant at Queensland Corrective ServicesAdministrative Assistant at Queensland Corrective Services
Maeve O’SullivanMaeve O’Sullivan
Assessment Officer at Queensland Building and Construction CommissionAssessment Officer at Queensland Building and Construction Commission
Miriam PulacheMiriam Pulache
Assessment Officer at Queensland Building And Construction CommissionAssessment Officer at Queensland Building And Construction Commission
Mary Brady-LuckMary Brady-Luck
Volunteer Kitchen Staff at Kristy SkipperVolunteer Kitchen Staff at Kristy Skipper
Maurice LanfermannMaurice Lanfermann
Mechanic at Raceview MechanicalMechanic at Raceview Mechanical