Effie Tzimokas
Ferntree Gully,VIC
Summary
Experienced Customer Service with over 25 years combined , of experience within Telstra and additional 2 years within Vetassess. Excellent reputation for resolving problems and improving customer satisfaction.
Dedicated in the telecommunication's industry with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Enthusiastic Customer Service and Business Administrator , eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of every task that has been applied and training in Customer Service and in Administration. Motivated to learn, grow and excel in any industry or area.
Display excellent customer relations aptitude, the ability to manage multiple priorities, as well as possess outstanding administrative skills. The position would encompass new challenges and opportunities for applying and develop upon present experience.
Conscientious with experience solving problems creatively and using tact and diplomacy to achieve win-win outcomes. Team player comfortable in competitive, fast-paced environments. Effective in handling direct customer inquiries, implementing customer service policies and executing financial responsibilities.
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.
Dependable Facilities Assistant with strong background working to optimize site maintenance and operational efficiency. Supports high standards of maintenance, security and customer service. Diligent and resourceful in solutions development, assisting in repairs and process improvements.
Overview
32
32
years of professional experience
Work History
Customer Service Officer -
Vetassess
03.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Contribute to the Continuous Improvement of the function by proposing solutions to issues and contributing to change implementation
- Ensure coverage of the function with team members.
- Responded to customer calls and emails to answer questions about products and services.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Completed data entry to record call notes, suggestions and questions.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Assisted in training new staff members, ensuring swift integration into the team
- Provided comprehensive training to new reception staff members, fostering a supportive team environment.
- Maintained an organized and clean reception area to create a welcoming environment for patients.
- Backed up reception with front-line support for guests.
- Assisted in the training and development of new reception staff members, increasing office efficiency and cohesion.
- Contributed to a positive company image by maintaining a clean, organized, and welcoming reception area for clients and visitors.
- Kept reception area clean and neat to give visitors positive first impression.
- Assessed high-traffic areas, hallways, lobby areas, and reception for cleanliness.
- Assisted with logistical requirements for events and meetings.
- Supported overall facility operations by efficiently addressing repair requests and performing routine maintenance tasks.
- Maintained a safe and clean work environment, ensuring compliance with health and safety regulations.
- Maintained inventory and submitted written requests for supplies to keep stock levels even.
- Facilitated smooth daily operations by promptly responding to inquiries from both internal staff members and external stakeholders.
Customer Service Support Specialist
Adairs Retail Group
10.2021 - 03.2022
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Assisting customers with their enquiries via phones and emails.
- Providing creative solutions to and and issues customers may be experiencing.
- Investigating and resolving customer concern.
- Tracking order and liaising with delivery suppliers.
- Maintained energy and enthusiasm in fast-paced environment.
- Exceeded goals through effective task prioritization and great work ethic.
- Followed up with clients to verify optimal customer satisfaction and problem resolution.
Physical Access Specialist
Telstra Corporation
10.2014 - 09.2021
- Prepared a variety of different written communications, to ensure smooth operations.
- Creating/ Ordering for Management and Peers through Procument and provide end to end service to ensure payments are made in a timely manner.
- Ensuring tickets through Telstra systems are completed and sending keys to Colleagues to enable them to have access to Telstra sites to ensure there work gets done so Networks are not being disrupted
- Improved operations through consistent hard work and dedication.
- Ensuring Stakeholders mailbox is being monitored and creating tickets when necessary as Stakeholders advising of sites being affected.
- Used critical thinking to breakdown problems evaluate solutions and make decisions
- Used Microsoft Word and other software tools to create documents and other communications.
- Collaborated with Stakeholders to achieve results on sites to ensure they are operating
- Maintained excellent attendance record, consistently arriving to work on time.
- Logged into phone que to answer Stakeholder call and resolve all enquires
- Receiving a Directors award for being going above and beyond on work
- Carried out day-day-day duties accurately and efficiently.
- Completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Prepared a variety of different written communications, reports and documents to ensure smooth operations.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Exceeded goals through effective task prioritization and great work ethic.
- Ensuring Data records are up to date for security and providing access where necessary by following correct process.
Business Administrator _Change Management
Telstra Corporation
05.2011 - 09.2014
- Developed and maintained courteous and effective working relationships.
- Used critical thinking to break down problems, evaluate solutions and make decisions to ensure our Networks were operating in full capacity.
- Used coordination and planning skills to achieve results according to schedule.
- Ability to operate effectively team member and work with minimum direction
- Using systems to ensure Networks operate to avoid outages.
- Meeting KPI's with managing emails, stakeholder calls and creating work order
Cafe Assistant
RED LEMON CAFE
03.2009 - 05.2009
- Maintained clean and attractive product displays to entice customer purchases.
- Preparation and serving customers hot/cold food.
- Taking large orders in person or over the phone
- Cleaning dishes,trays ,floors, and food utensils
- Managing shifts for all employees
- Daily accounts,banking and book keeping
- Waiting on customers
- Ensuring customer satisfaction
- Ordering stock and ensuring that there is stock available.
- Preparing large orders for functions
- Monitored food temperatures to comply with safety regulations.
- Replenished products daily for optimal freshness and visibility.
Data Entry Operator
Julia Ross Recruitment
07.2008 - 02.2009
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Completed data entry tasks with accuracy and efficiency.
- Monitored database updates and verified for correctness.
- Sorted documents and maintained organized filing process.
- Scanned documents and saved in database to keep records of essential organizational information.
- Tracked and maintained records for Change Management in Telstra department.
- Perform clerical duties, such as filing,answering the phone and dispatching mail
Joint Cafe Proprieter
Red Lemon Cafe
12.2007 - 07.2008
- Resolved problems, improved operations and provided exceptional service.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Managing the shifts for all employees
- Daily accounts,banking and bookkeeping
- Ordering stock and ensuring there is stock available
- Taking large orders in person or over the phone
- Ensuring tables and eating areas are clean and tidy at all times
- Ensuring customer satisfaction
- Distributing and receiving correct money,register operation
- Preparing sandwich /fruit platters for business meetings.
Senior Collections Officer
Telstra Corporation
09.1992 - 09.2007
- Worked with customer to create debt repayment plan based on current financial condition.
- To arrange and put forward sensible solutions for 'win win' outcomes for both customer and Telstra
- Revenue recovery through negotiated outcomes.
- Providing customer service via both inbound and outbound calls relating to customer accounts.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Entered client details and notes into system for interdepartmental access and review.
- Meeting KPI's with answering 10 calls an hour and assisting with all enquiries.
- Being recognised with the R&R system which is Reward and recognision of when the has been an achievment
Customer Service Specialist
Telstra Corporation
09.1992 - 05.1993
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Activation of order as dictated by solution.
- Assist customer understand billing detail and products they utilize.
- Handle to completion complex corporate,business and residential billing enquiries.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained financial accounts by processing customer adjustments.
National Telemarketing Centre
Telstra Corporation
09.1992 - 05.1993
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Service order entry using core Telstra systems.
- Service order consolidations.
- Administrative duties.
- Liaising with internal customer throughout Telstra.
- Managing 10 calls per hour and meeting KPI"s
Education
No Degree - Computer Packages For Technologies
RMIT
Melboure11.1991
Skills
- Access Security - Ensuring that offices and sites are secured and customers follow process to gain access where needed
- Telstra mainframe Applications and systems
- E-Learns "Electronically Delivered Learning outcomes"
- Security Awareness
- Organised approach
- Able to go outside standard procedures to solve a problem
- Bright personality, well presented and enthusiastic
- Excellent public relations and customer service details
- Research skills with attention to detail
- Using Adairs mainframe applications and systems ie Ax and Salesforce
- Call centre experience
- Inbound Call Management
- Database Research
- Using Vetassess mainframe applications and database systems such Genesys, TradeAssess and SRGO
- Front Desk Reception
- Reception duties
Timeline
Customer Service Officer -
Vetassess
03.2022 - Current
Customer Service Support Specialist
Adairs Retail Group
10.2021 - 03.2022
Physical Access Specialist
Telstra Corporation
10.2014 - 09.2021
Business Administrator _Change Management
Telstra Corporation
05.2011 - 09.2014
Cafe Assistant
RED LEMON CAFE
03.2009 - 05.2009
Data Entry Operator
Julia Ross Recruitment
07.2008 - 02.2009
Joint Cafe Proprieter
Red Lemon Cafe
12.2007 - 07.2008
Senior Collections Officer
Telstra Corporation
09.1992 - 09.2007
Customer Service Specialist
Telstra Corporation
09.1992 - 05.1993
National Telemarketing Centre
Telstra Corporation
09.1992 - 05.1993
No Degree - Computer Packages For Technologies
RMIT
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