Felicia Dos Santos Pang
Roxburgh Park,VIC
Summary
As a Customer Service Support Officer at Hume City Council, I manage a high volume of incoming calls and make outbound follow-up calls to provide information, resolve issues, and deliver consistent service to residents and stakeholders.
Liaising with various internal departments via phone and emails to follow up on outstanding matters, clarify information, or escalate customer concerns to ensure timely and accurate resolution.
Overview
2
2
years of professional experience
Work History
Customer Service Officer
Hume City Council
Broadmedows, VIC
01.2025 - Current
- Resolved customer issues in an efficient and timely manner.
- Maintained accurate records of customer interactions and transactions.
- Provided general administrative support including filing documents, scheduling appointments.
- Implemented best practices regarding customer service standards across all channels.
- Updated internal databases with new account information as needed.
- Managed daily operations of the Customer Service Department.
- Performed follow-up calls to ensure customer satisfaction with product and service delivery.
- Provided excellent customer service by responding to inquiries in a timely and efficient manner.
- Collaborated with other departments within the organization on various projects.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Sales Assistant
Novo Shoes Group Pty Ltd
Craigieburn, VIC
08.2023 - Current
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Assisted customers with returns, exchanges and refunds.
- Completed daily reports on sales performance metrics such as units sold per hour, day, week, month.
- Informed customers about current promotions and discounts.
- Managed cash register transactions accurately and efficiently.
- Adhered to all company policies and procedures regarding safety regulations, security measures, attendance policies.
- Ensured that all promotional materials were properly displayed in their designated areas.
- Performed cashier duties such as scanning items, processing payments, and issuing receipts or change due.
- Resolved customer complaints in a timely manner.
- Maintained cleanliness of the sales floor area at all times.
- Provided excellent customer service to clients in person and over the phone.
- Organized stockroom shelves, racks and bins according to store layout and product categories.
- Met with customers to offer assistance with selecting merchandise, finding accessories and completing purchases.
- Monitored stock levels to facilitate restocking and replenishment of shelves.
- Managed daily sales floor operations, ensuring optimal customer service and satisfaction.
Sales Assistant
EB Games
Broadmedows, VIC
11.2023 - 01.2024
- Provided customer service by answering questions, resolving problems, and responding to complaints in a timely manner.
- Assisted customers with returns, exchanges and refunds.
- Managed cash register transactions accurately and efficiently.
- Ensured that all promotional materials were properly displayed in their designated areas.
- Resolved customer complaints in a timely manner.
- Greeted customers and provided assistance with product selection.
- Ensured compliance with company policies and procedures at all times.
- Accepted and completed cash, check and credit card payments.
- Helped customers find specific products, answered questions, and offered product advice.
Education
Bachelor Of Business
Darwin High School
Darwin, NT04-2024
Skills
- Customer service
- Record keeping
- Administrative support
- Database management
- Complaint resolution
- Cash handling
- Product knowledge
- Sales reporting
- Communication skills
- Team collaboration
- Attention to detail
- Follow-up procedures
- Customer relationship management
- Employee development
- Complaint handling
- Technical support
- Customer focus
- Time management
- Inbound call management
- Call center operations
- Payment processing
- Customer support
- Business development
- Adaptive team player
References
References available upon request.
Timeline
Customer Service Officer
Hume City Council
01.2025 - Current
Sales Assistant
EB Games
11.2023 - 01.2024
Sales Assistant
Novo Shoes Group Pty Ltd
08.2023 - Current
Bachelor Of Business
Darwin High School
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