Emily Stephenson
Grafton
Summary
Dynamic Licence Review Officer at Transport for NSW with over 17 years of experience working in customer service. This includes 13 years with Transport for NSW. A strong work ethic and exceptional customer service skills. Expert in problem-solving and multitasking, I effectively manage high volumes of inquiries while ensuring compliance with Austroads regulations. Recognised for fostering collaboration and delivering empathetic support, enhancing customer satisfaction and operational efficiency. Thriving on fast paced environment and known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contributing to the organisation.
Overview
17
17
years of professional experience
Work History
Licence Review Officer
Transport for NSW
03.2014 - Current
- Provide enhanced customer satisfaction by addressing customer concerns, demonstrating empathy and promptly making decisions on cases according to Austroads regulations and guidelines.
- I provide accurate information with customers via mail, email and telephone depending on the situation.
- I collaborate with team members to develop best practices for consistent customer service delivery.
- Manage a high volume of work including phone calls, emails, processing medicals and daily tasks provided by team leaders, maintaining composure under pressure while providing exceptional service. This includes maintaining detailed records of customer interactions, ensuring accurate processing of medical documentation and ensuring follow-up if necessary.
- I have trained new staff members for Licence Review Unit on following correct policy and procedures and sharing my knowledge regarding assessing customers according to the National "Assessing Fitness to Drive" standards.
- Responding proactively and positively to rapid change.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration.
- Actively listen to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from customers.
- Making high level decisions on sanctions imposed on licence holders whilst working on Saturday trade.
Customer Service Officer
Roads And Maritime Service
09.2012 - 03.2014
- Delivered exceptional customer service to a large volume of customers by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Ensuring all stock was ordered and unpacked in a timely and efficient manner.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Managed cash transactions accurately while handling money responsibly to maintain balanced tills at the end of each shift.
Lifeguard and Shop Assistant
Grafton Aquatic Centre
01.2008 - 09.2012
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Ensured swimmer safety by vigilantly monitoring pool area and enforcing rules.
- Monitored safety of guests in and around swimming pool.
- Provided friendly customer service to guests and addressed concerns.
- Conducted routine water tests to maintain proper chemical balance, ensuring optimal swimming conditions for patrons.
Education
High School Diploma -
Grafton High School
Grafton, NSW12-2011
Skills
- Exceptional Customer Service
- Sharp Attention to Detail
- Strong work ethic
- Deadline driven
- Efficient data entry
- Flexible and adaptable
- Friendly positive attitude
- Team player
- Empathetic
- Active listener
- Problem solver
- Multitasking abilities
- Calm under pressure
Timeline
Licence Review Officer
Transport for NSW
03.2014 - Current
Customer Service Officer
Roads And Maritime Service
09.2012 - 03.2014
Lifeguard and Shop Assistant
Grafton Aquatic Centre
01.2008 - 09.2012
High School Diploma -
Grafton High School
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