Emily Martens
Young,NSW
Summary
Personable and dedicated Customer Service Representative with extensive experience developed through , case management and call centre environments . Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients including employers and payroll administrators . Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and achieving positive outcomes through personalized innovative application to individual customer needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Services Australia- Centrelink
Young, NSW
06.2023 - Current
- Answer phone with positive attitude and ask questions to understand customer needs better.
- Maintain accurate records of customer interactions and transactions.
- Answer incoming calls and emails, providing frontline customer support or assistance with enquires and service transactions.
- Approach customers and engage in conversation through use of effective interpersonal and people skills.
- Digital services representative, influence and guide peers to improve staff digital capability and confidence, seek and consolidate feedback from peers and customers to promote innovative enhancements to services Australia digital products.
- Attend regular meetings to collaborate and gather knowledge on resources and issue resolution with other digital representatives.
- reception role greet customers and book appointments
- KPI'S
- Delegate representative, act and enquire on peers behalf, escalate enquires to deliver resolutions
- Maintain ongoing education on updates to procedures and guidelines
Case Manager
Services Australia- Child Support
Wollongong , NSW
11.2022 - 06.2023
- Built rapport with employers and payroll administrators through inbound and outbound contact
- Maintained organized schedule through email correspondence, excel spreadsheets
- Empathetic and diligent in handling sensitive situations
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Team Leader/Crew Trainer
Mcdonalds
Wollongong , NSW
02.2020 - 11.2022
- Explained goals and expectations required of trainees.
- Completed day-to-day duties accurately and efficiently.
- Safety squad member, promoted O,H and S standards
- Customer experience member helped obtain quality experiences, and resolution management
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Kept training materials updated with regulatory, procedural, or policy changes.
- Instructed new team members on correct procedures for operations.
Education
Some College (No Degree) - Certificate 4 in Education Support
TAFE
Digital01-2023
Bachelor of Creative Arts- With Distinction - Visual Arts
University of Wollongong
Wollongong, NSW11-2022
High School Diploma -
Young High School
Young, NSW11-2018
Masters of Primary And Secondary Education -
Deakin University
Digital Skills
- Inbound Call Management
- Account Management
- Account Investigation
- Call Documentation
- Customer Support
- Employee Development
- Call Center Operations
- Technical Support
- Collaboration and Teamwork
- Maintaining Client Records
- Customer Service
- Case Management
- Problem-Solving
- Outbound Calling
- Inbound Calls
- Active Listening
- Time Management
- Decision-Making
- Performance-Driven
- Organization
- KPI's
- Leadership
- Resiliance
- Customer satisfaction
- Order Taking
- Quality Assurance
- Active listening
Accomplishments
- Barista of the year 2021
Certification
- RSA/RCG certificate
- WWCC
Affiliations
- volunteer work 2019-2021 Young Southern Cross Cinema
References
References available upon request.
Timeline
Customer Service Officer
Services Australia- Centrelink
06.2023 - Current
Case Manager
Services Australia- Child Support
11.2022 - 06.2023
Team Leader/Crew Trainer
Mcdonalds
02.2020 - 11.2022
Some College (No Degree) - Certificate 4 in Education Support
TAFE
Bachelor of Creative Arts- With Distinction - Visual Arts
University of Wollongong
High School Diploma -
Young High School
Masters of Primary And Secondary Education -
Deakin University
- RSA/RCG certificate
- WWCC
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