Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Elizabeth Houlden

Quarry hill,Vic

Summary

Motivated individual with a strong background in Customer service. Skilled in building customer relationships and understanding customers needs. Strong communications skills and interpersonal skills along with a willingness to adapt and learn new things.

Overview

10
10
years of professional experience

Work History

Legacy Meter Replacement Officer

Powercor
07.2023 - Current
  • Currently working at Powercor as The Legacy Meter Replacement officer.
  • The first point of contact for all customer enquires to the LMR phone and email address (Including escalations).
  • Responsible for collating customer lists and sending customer communications via Swift and Australia Post as required.
  • Responsible for overseeing the Contact Centres outbound LMR calls, along with insuring all training documents for this were up to date,
  • Liaising with a range of stakeholders to negotiate/book appointments and escalate customer issues/non compliance.
  • Responsible for developing any communications that are required.
  • Responsible for providing regular reports/ data on all in scope meters (Including the ACM register).
  • Working with MOG SME to tackle jobs that require greater managing.

HSE representative

Powercor
01.2022 - Current
  • Currently the HSE representative for the Bendigo Contact Centre at Powercor.
  • Promote a culture of safety awareness among employees through educational initiatives and presentations.

Team Leader

Powercor
07.2022 - 12.2022
  • Job shared with Mitch Barri as a Team Leader one day a week.

Team Leader

Powercor
01.2022 - 01.2022
  • Previously completed several short-term secondments as a Team Leader
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Provided feedback to agents within the team to decrease call handling times and increase customer satisfaction.

Contact Centre

Powercor
06.2019 - 07.2023
  • Previously employed at Powercor in the Bendigo Contact Centre.
  • Was one of the primary SMEs responsible for insuring all advise provided by agents was accurate and insured the safety of our customers.

Sales and Demonstrations

ASIN
01.2020 - 01.2021
  • Previously employed by ASIN selling and demonstrating Toyota sewing machines at pop up shops.

Temporary Assistant

Electoral Commission
01.2019 - 10.2019
  • Previously worked as a temporary assistant for the Electoral Commission in the 2019 Federal Election.

Bakers Delight

Bakers Delight
05.2014 - 01.2021
  • Previously employed at Bakers Delight

Education

Bachelors Degree in Law -

Swinburne University
04.2026

Bachelor of Business Marketing -

RMIT

Year 12 -

Bendigo Senior Secondary College
01.2015

Bendigo South East Secondary College
01.2013

Skills

  • Negotiating
  • Creating/ designing illustrations, marketing material, flow charts etc
  • Deescalating and managing difficult customers
  • Resilience
  • Excellent communication and customer service skills
  • Advanced computer skills
  • Positive attitude and works well within a team
  • Innovation and Creativity
  • Strategic Planning
  • Work Coordination
  • Data Analysis
  • Idea Development and Brainstorming
  • Analytical Thinking

Accomplishments

  • Completed the Customer Operations Employee Pathways Program (2023)
  • Received several nominations for an ACE award for my approachable demeanor and wealth of knowledge (2022)
  • Completed the WorkSafe Victoria Approved Initial OHS Training Course (2022)
  • Completed the Leading@ program at CitiPower/Powercor (2022)
  • Was up-skilled as a SME (Subject matter expert) at Powercor (2021)
  • Completed an internship at Capi (Mineral water brand) (2020)
  • Completed Responsible service of Alcohol Certificate
  • Completed parts of VET Hospitality Certificate II (kitchen operations) – Present food, Follow health, safety and security procedures and Follow workplace hygiene procedures
  • Completed First Aid Certificate 1

References

  • Mick Smeaton, Current Manger, 041989945
  • Mitch Barri, Previous Contact Centre Team Leader, 0429 395 785

Timeline

Legacy Meter Replacement Officer

Powercor
07.2023 - Current

Team Leader

Powercor
07.2022 - 12.2022

HSE representative

Powercor
01.2022 - Current

Team Leader

Powercor
01.2022 - 01.2022

Sales and Demonstrations

ASIN
01.2020 - 01.2021

Contact Centre

Powercor
06.2019 - 07.2023

Temporary Assistant

Electoral Commission
01.2019 - 10.2019

Bakers Delight

Bakers Delight
05.2014 - 01.2021

Bachelors Degree in Law -

Swinburne University

Bachelor of Business Marketing -

RMIT

Year 12 -

Bendigo Senior Secondary College

Bendigo South East Secondary College

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Elizabeth Houlden