Gloria Patelesio
Cranbourne,VIC
Summary
I am a reliable, hardworking, and an enthusiastic individual who is always determined and works consistently at my job. I work equally well independently or as a dynamic team worker. I've been in the Customer Service industry for more than 5 years and driven for change. Dedicated and hardworking and a willingness to learn and grow within a team-oriented environment
Overview
9
9
years of professional experience
Work history
Customer service representative
Department of Government services
Melbourne, Australia
06.2025 - Current
- Inbound role
- Delivered exceptional customer service by answering inquiries and de-escalating issues with professionalism and efficiency
- Providing general information regarding the updates of new schemes/levy's implemented by the state government
- Assisting customers with enquiries regarding new changes to council rates introduced by the state government of Victoria
- Handled escalated complaints with patience and empathy, restoring customer trust and loyalty
- Managing high volume of inbound calls for quick resolution of customer issues
- Directing customers accordingly
- Handling customer complaints/feedback, providing appropriate solutions to guarantee positive outcomes
Customer Service Representative
AirLiquide
01.2025 - 05.2025
- Inbound calls
- Delivered exceptional customer service to every customer by providing knowledge of products and services
- Investigated and resolved customer inquiries and complaints
- Maintained up-to-date knowledge of product and service changes
- Educated customers about billing, payment processing and support policies and procedures
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Responded proactively and positively to rapid change
Warehouse Packer
Flexi Personnel
10.2024 - 01.2025
- Picked and packed order items
- Kept work areas neat, clean and free from debris
- RF scanning
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by
Energy Specialist
Origin Energy
05.2024 - 10.2024
- Reviewed or negotiated energy purchase agreements
- Developed comprehensive reports, detailing energy usage and cost-saving opportunities for clients
- Analyzed utility bills and usage data to identify trends and uncover opportunities for further cost reductions
- Educated customers on best practices for energy conservation, usage and provided tips on saving energy
- Consulted with customers related to end-use natural gas applications and conducted technical and economic analysis
Warehouse Packer
Sportsgirl
11.2023 - 04.2024
- Organized items on racks, shelves and bins to maintain established order
- RF scanning
- Reviewed orders to verify products met specifications
- Picked and packed order items
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors
- Moved cardboard, plastic ties, and other debris from unboxing to trash
Customer Service Representative
Fines Victoria
03.2023 - 10.2023
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
Collections Agent
LawDebt Collection
12.2020 - 01.2023
- Processed payments and applied to customer balances
- Maintained high volume of calls
- Negotiated to collect balance in full
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour
- Complied with fair debt practices and regulatory guidelines and kept current with changing regulations
- Applied credit defaults using Equifax
- Setting up payment plans
- Established relationships with customers to encourage payment of delinquent accounts
- Researched billing errors and discrepancies to initiate corrective action
Customer Service Representative
Couriers Please
05.2019 - 11.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Responded to customer requests for products, services, and company information
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Investigated and resolved customer inquiries and complaints
- Delivered prompt service to prioritize customer needs
- Managed timely and effective replacement of damaged or missing products
Pick Packing
Fast Line
04.2018 - 04.2019
- Picked and packed order items
- RF scanning
- Labeled boxes and containers with accurate order information to minimize shipping errors
- Packed, weighed and shipped items per customer specifications
- Operated tape machines, scales and label printers to package items correctly
- Loaded and unloaded trucks with products and packaging materials for delivery to and from facility
Receptionist Administrator
Par Leasing
04.2017 - 09.2017
- Answered incoming calls, directing clients to relevant departments
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Kept reception area clean and neat to give visitors positive first impression
- Handled complaints and questions, and re-directed calls to other team members
Kitchen Hand
DiCaprio Family Restaurant
04.2016 - 11.2016
- Ensured cleanliness and sanitation by washing dishes, utensils, and kitchen equipment
- Cleaned and sanitized dishes and utensils, consistently keeping adequate supplies on hand for expected customer loads
- Maintained a well-organized work area cleaning surfaces, organizing supplies
- Maintained clean, trash-free workspaces to maximize productivity and safety
Education
High School Diploma - High School
The Grange Academy
09.2016
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Pressure handling
- Team Leadership
Timeline
Customer service representative
Department of Government services
06.2025 - Current
Customer Service Representative
AirLiquide
01.2025 - 05.2025
Warehouse Packer
Flexi Personnel
10.2024 - 01.2025
Energy Specialist
Origin Energy
05.2024 - 10.2024
Warehouse Packer
Sportsgirl
11.2023 - 04.2024
Customer Service Representative
Fines Victoria
03.2023 - 10.2023
Collections Agent
LawDebt Collection
12.2020 - 01.2023
Customer Service Representative
Couriers Please
05.2019 - 11.2020
Pick Packing
Fast Line
04.2018 - 04.2019
Receptionist Administrator
Par Leasing
04.2017 - 09.2017
Kitchen Hand
DiCaprio Family Restaurant
04.2016 - 11.2016
High School Diploma - High School
The Grange Academy