Giselle February
Brisbane,QLD
Summary
I am an experienced and highly motivated customer service and sales specialist who has a tremendous passion for delivering excellent customer service and providing customers with a rewarding experience. I thrive on delivering outstanding results tailored to clients needs and am known for my enthusiasm, commitment and ability to handle difficult situations with empathy. I enjoy new challenges and seeking opportunities which enable me to develop new skills and increase my knowledge. I am a proactive and hard working individual who strives on working autonomously and in a team environment.
Overview
16
16
years of professional experience
Work History
AO3 SERVICE OFFICER
STATE PENALTIES ENFORCEMENT REGISTRY ENFORCEMENT DIVISION
10.2022 - Current
- Handling complex enforcement cases
- Registering enforcement warrants to execute vehicle immobilisation or seizure and sale of property/assets
- Actioning correspondence and decision making
- Completing investigations to acquire information and issue suitable enforcement action
- Complex dispute resolutions
- Liaising with senior/principal enforcement officers to ensure a smooth transition from start to finish
- Managing a portfolio consisting of 100 - 250 files
- Inbound and Outbound calls with Commercial and Consumers to discuss Enforcement action, compliance and disputes
- Liaising with different government departments to obtain effective outcomes for the customer and business
- Working independently as well as collaboratively within a team to constantly deliver on strict deadlines
- Interpret and apply relevant legislation within the role
- Training new staff
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs
- Maintained accurate records and full compliance with government regulations and agency guidelines
AO3 SERVICE OFFICER
STATE PENALTIES ENFORCEMENT REGISTRY
12.2020 - 10.2022
- Recovery of overdue penalty infringements and court orders
- Negotiating effectively to recover and finalize debts
- Issuing Drivers License suspensions
- Completing financial assessments to assist in effective decision making
- Obtaining asset information to determine enforcement action avenues
- Assisting with training and interview processes for new staff
- Building relationships with clients to provide organization and customer focused outcomes
- Educating clients regarding different methods of enforcement action due to non compliance
- Managed over 70 calls per day
CUSTOMER SERVICE CONSULTANT
ELGAS LTD
03.2019 - 12.2019
- Assisting clients with enquiries relating to energy supply
- Outbound and inbound sales
- Collection on overdue energy accounts
- Liaising with multiple departments to ensure customers needs are attended to
- Scheduling appointments
- Complaint resolution
COLLECTOR
MILTON GRAHAM FORMERLY DUN & BRADSTREET, DEBT
11.2017 - 03.2019
- Collection on behalf of commercial and consumer clients
- Processing payments and negotiating suitable outcomes on outstanding debts
- Consistently achieving KPI'S
- Consistently providing excellent customer service experiences
- Skip Tracing - Using various tools to locate and pursue commercial and consumer accounts
- Handling disputes between clients and debtors
- Working alongside the team leader and operations manager to deliver outstanding client experiences
- Communication with clients to obtain suitable outcomes and recover debts in a timely manner
DEBT COLLECTOR
COLLECTION HOUSE LTD
02.2016 - 09.2017
- Debt collection
- Negotiations of payment and payment plans
- Consistently achieving individual and team targets
- Achieving above benchmark outbound and inbound calls daily
- Skip Tracing - Using various tools to locate and pursue customers
- Resolving disputes and complaints
- Legal referrals
- Knowledge of regulations related to debt collection industry
TROJAN RECRUITMENT
04.2015 - 12.2015
- Mail sorting
- Warehouse / Despatch
COURIERS, RECEPTIONIST & SALES CONSULTANT
PLEASE
06.2012 - 11.2014
- Data entry / Admin duties
- New & existing business sales
- Courier bookings and enquiries
- Reception duties / One on one customer interaction
- Completion of sales reports and invoicing
- Inbound and outbound calls
- Despatch and warehouse duties
- Temporary cover for team leader when required
- Setting meetings with clients
- Follow up calls and customer service
- Finding leads for new business
SALES CONSULTANT
AUTOMOBILE ASSOCIATION
04.2010 - 09.2011
- Drivers licence renewals
- Issuing international driving permits
- Conversion of international drivers licences
- Issuing and renewal of real estate licences
- Managed calls from other branches and clients
- Set up roadside assistance and insurance quotes
- Banking and handling of money
- Motor vehicle registration
Sales Representative
POWER MARKETING LTD
08.2007 - 04.2010
- Sales and marketing
- Promoting and selling electricity, telephone and TV services
- Ensuring individual and team KPI’s are met
- Customer service follow up
- Data entry
Education
Applied fashion design & Technology
Open Colleges
NIC - Business Studies
False Bay College
2004
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Sibelius High School
2003
Skills
- Customer service and sales focused
- Proactive and self-motivated
- Hard working & reliable
- Excellent communication skills
- Efficient time management
- Dispute resolution
- Team player
- Maintain good working relationships
- Passionate and vibrant personality
- Negotiation
- Strong attention to detail
REFERENCES
Available on request
Timeline
AO3 SERVICE OFFICER
STATE PENALTIES ENFORCEMENT REGISTRY ENFORCEMENT DIVISION
10.2022 - Current
AO3 SERVICE OFFICER
STATE PENALTIES ENFORCEMENT REGISTRY
12.2020 - 10.2022
CUSTOMER SERVICE CONSULTANT
ELGAS LTD
03.2019 - 12.2019
COLLECTOR
MILTON GRAHAM FORMERLY DUN & BRADSTREET, DEBT
11.2017 - 03.2019
DEBT COLLECTOR
COLLECTION HOUSE LTD
02.2016 - 09.2017
TROJAN RECRUITMENT
04.2015 - 12.2015
COURIERS, RECEPTIONIST & SALES CONSULTANT
PLEASE
06.2012 - 11.2014
SALES CONSULTANT
AUTOMOBILE ASSOCIATION
04.2010 - 09.2011
Sales Representative
POWER MARKETING LTD
08.2007 - 04.2010
Applied fashion design & Technology
Open Colleges
NIC - Business Studies
False Bay College
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Sibelius High School
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