Gina Taylor
Sans Souci,NSW
Summary
Successful Customer Service Officer with experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling challenging situations through resourcefulness and adaptability. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Outstanding listening and team collaboration skills.
Overview
35
35
years of professional experience
Work History
Court Officer
Federal Court Of Australia
04.2024 - Current
- Managed sensitive documents for accurate record-keeping, contributing to a more organized legal system.
- Maintained a respectful atmosphere during high-profile cases, upholding the dignity of the court and its proceedings.
- Called court to order and announced judge entrances.
- Ensured smooth court proceedings by managing case schedules and maintaining effective communication with all parties involved.
Customer Service Representative
RSPCA
08.2023 - 04.2024
- Handling customer calls courteously and professionally whilst demonstrating empathy.
- Actively listened to callers, gathered relevant information for cruelty reports and triaged said reports.
- Liaising with Inspectors, Informants, Persons of Interest and Police.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Data Entry Operator
Healthshare
05.2023 - 08.2023
- Completed data entry tasks with accuracy and efficiency.
- Executed data verification to detect errors.
- Corrected data entry errors to prevent later issues such as duplication or data degradation.
- Verified data files prior to entry to maintain high data accuracy.
Senior Customer Service Officer
NSW Health
06.2022 - 04.2023
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Applied effective time management techniques to meet tight deadlines.
- Learned and adapted quickly to new technology and software applications.
- Carried out day-day-day duties accurately and efficiently.
- Responded to customer inquiries and queries to provide thorough and speedy resolutions.
- Mentored new employees while supporting complex dedicated suite of products and services
Close Contact Tracing
NSW Health
07.2020 - 05.2022
- Provide contacts with clear instructions of their requirements under Public Health Orders including isolation and testing requirements.
- Respond to contact queries or concerns including directing them to current information on COVID-19.
- Offer emotional and practical support to those community members affected directly or indirectly by COVID-19.
- Escalate calls or inquiries as per protocols to team leads.
- Conducting case interviews.
- Managing off-site teams.
- Worked flexible hours; night, weekend, and holiday shifts.
Flight Attendant
Qantas Airways
06.1989 - 01.2021
- Delivering onboard customer service adhering to Qantas Service Standards.
- Verified aircraft and passenger compliance with policies, procedures, regulations and safety guidance.
- Answered passenger questions and provided solutions to issues arising during flights.
- Managing on-board incidents ranging from complaints, medical emergencies, engineering issues and catering deviations to Qantas standards.
- Team Leader/Trainee mentoring.
- Occupational Health and Safety Training.
- Drug Alcohol Management Awareness Training.
- Extensive Duty Free Sales experience.
- Attended workshops and trainings in customer service, conflict resolution tactics and safety procedures to keep current in all new requirements and procedures.
Skills
- Ability to communicate efficiently with all levels of staff and management both verbally and in writing
- Experience working in operational workplaces using complex computer systems with multiple screens
- Experience working in Microsoft Office Suite including Microsoft Teams
- Strong ability to have difficult conversations while building rapport
- Records management/data
- High level of attention to detail and accuracy
Referees
Sebastian Turner - 0416474147
Lucinda Brown - Team Leader NSW Health, 0415284850
Carey Roach - QANTAS Customer Service Manager, 0403322739
Additional Information
Lifeline Counsellor Volunteer.
This demonstrates the importance I place on personal and professional development and is an example of my commitment to better outcomes for the community.
Timeline
Court Officer
Federal Court Of Australia
04.2024 - Current
Customer Service Representative
RSPCA
08.2023 - 04.2024
Data Entry Operator
Healthshare
05.2023 - 08.2023
Senior Customer Service Officer
NSW Health
06.2022 - 04.2023
Close Contact Tracing
NSW Health
07.2020 - 05.2022
Flight Attendant
Qantas Airways
06.1989 - 01.2021
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