Geyata Beegun
Lalor
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
9
9
years of professional experience
Work History
Service Officer
Services Australia
01.2023 - Current
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Educated families and community members about domestic violence and impact on children.
- Conducted community workshops to promote different programs and educate public on available services.
- Streamlined service processes for increased efficiency and improved customer experience.
- Facilitated communication between clients and other service providers.
- Oversaw staff development through in-depth trainings and other learning opportunities.
Registry Officer
Registry Of Births, Deaths And Marriages
10.2022 - 01.2023
- Performed routine data entry or document management.
- Responded to telephone requests for information from general public, attorneys and other involved parties.
- Processed payments for fees, maintained accurate drawers, issued receipts and updated account balances.
- Stayed up-to-date on Victorian laws and BDM requirements to complete accurate and efficient reviews.
- Informed customers by mail or telephone of additional steps needed to obtain certificates.
- Updated operational records information using computer terminals.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Verified authenticity of foreign identification or immigration documents.
- Issued various certificates such as births, deaths or marriages and collected appropriate fees.
- Managed over 55 customer calls per day.
Workforce Real Time Analyst
Serco Citizen Services PTY LTD
06.2021 - 10.2022
- Managed real-time inbound call traffic across multiple contact center locations.
- Performed ad hoc reporting and analysis to improve overall performance of call center.
- Prepared and maintained hourly reports.
- Managed schedule updates such as overtime, shift swaps, break optimization, daily exceptions and PTO requests.
- Monitored over 300 employees attendance and adherence to schedules and updated team leaders
- Identify appropriate times to provide off phone activities based on coverage.
- Adjusted schedules to maintain optimal coverage and service levels.
- Analyzed program data to provide input for key decision making and strategic planning.
- Provided training to team members and management.
- Produced and updated documents, reports and spreadsheets.
- Optimized schedules, forecasts and other tools to present to management.
Customer Service Agent (Call Centre Operator)
Serco Citizen Services PTY LTD
08.2020 - 06.2021
- Maintained excellent attendance record, consistently arriving to work on time.
- Handled 25 calls per day to address customer inquiries and concerns.
- Increased customer satisfaction by resolving payment issues.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
Customer Service Assistant
Delaware North Companies
10.2017 - 09.2020
- Delivered prompt service to prioritize customer needs.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Submitted completed orders quickly to maximize delivery efficiency.
- Processed POS transactions, including checks, cash and credit purchases or refunds.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Operated cash register for cash, check and credit card transactions with 100% accuracy.
Checkout Operator
LaManna Fresh Supermarket
02.2015 - 10.2017
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Observed checkout station users to determine assistance requirements and maintain store security.
- Answered incoming calls to offer information and direct individuals to correct personnel.
- Realigned shelf, bin and rack merchandise to restore presentation of items and promote sales.
- Operated and closed out drawers with high accuracy to maintain balanced registers.
- Educated customers about store procedures, merchandise and promotions.
- Counted cash in register drawer at beginning and end of shift.
- Verified over $2000 of cash and credit payments daily.
Education
Bachelor of Accounting -
La Trobe University
Melbourne, VIC12.2027
Certificate IV - Accounting Technology And Bookkeeping
Swinburne University of Technology
VIC12.2021
Skills
- Managing schedules
- Approving activities
- Critical Thinking
- Interpersonal Communication
- Multitasking Abilities
- Teamwork and Collaboration
- Computer Skills
Timeline
Service Officer
Services Australia
01.2023 - Current
Registry Officer
Registry Of Births, Deaths And Marriages
10.2022 - 01.2023
Workforce Real Time Analyst
Serco Citizen Services PTY LTD
06.2021 - 10.2022
Customer Service Agent (Call Centre Operator)
Serco Citizen Services PTY LTD
08.2020 - 06.2021
Customer Service Assistant
Delaware North Companies
10.2017 - 09.2020
Checkout Operator
LaManna Fresh Supermarket
02.2015 - 10.2017
Bachelor of Accounting -
La Trobe University
Certificate IV - Accounting Technology And Bookkeeping
Swinburne University of Technology
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