Erin Cooper
Canberra,Australian Capital Territory
Summary
Diligent [Job Title] skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
3
3
years of professional experience
Work History
Service Officer APS 4
Services Australia
12.2023 - Current
- Provided exceptional customer support.
- Managed a team of service representatives, ensuring consistent delivery of high-quality assistance.
- Conducted regular training sessions for staff development and skills enhancement.
- Implemented new service strategies that resulted in reduced response times for customers.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Exceeded performance targets by consistently delivering outstanding service results within the department.
- Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
- Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- 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.
- Referred clients to appropriate team members, community agencies and organizations to meet treatment needs.
- Referred families to shelters, legal resources, and educational programs.
- Facilitated communication between clients and other service providers.
- Administered and tracked client service payments.
- Assisted in conducting needs assessments to identify key areas of service needs.
- Participated in meetings with stakeholders to discuss program objectives and strategies.
- Provided support to social service clients in navigating available resources.
Service Officer APS 3
Services Australia
04.2023 - 11.2023
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Streamlined service processes for increased efficiency and improved customer experience.
- Conducted regular training sessions for staff development and skills enhancement.
- Analyzed customer feedback to identify areas for improvement and implemented necessary changes.
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Exceeded performance targets by consistently delivering outstanding service results within the department.
- Played a critical role in retaining valuable customers through proactive relationship management efforts.
- Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
- Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
- 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.
Customer Service Officer
Woolworths
10.2021 - 01.2022
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Data Collector
Hydro Industries
09.2020 - 11.2020
Education
Year 12 Certificate -
Erindale Collage
Wanniassa, ACT11.2022
High School Diploma -
Calwell High School
Calwell, ACT12.2020
Skills
- Organizational Skills
- Telephone Etiquette
- Multitasking Abilities
- Performance Monitoring
- Empathy and Compassion
- Attention to Detail
- Product Knowledge
- Active Listening
- Conflict Resolution
- Critical Thinking
- Reporting and Documentation
- Time Management
- Customer Service
- Training and Development
- Adaptability and Flexibility
- Decision Making
- Quality Assurance
- Interpersonal Skills
- Problem Solving
- Teamwork and Collaboration
- Excellent Communication
- Written and Verbal Communication
- Issue Reporting
- Maintaining Client Records
- Document Management
- Program Coordination
- Problem-Solving
- Workflow Management
- Application Processes
- Employee Training
Training
Mental Health Training
Suicide prevention Training
Managing aggressive customers Training
Family and Domestic Violence Training
Timeline
Service Officer APS 4
Services Australia
12.2023 - Current
Service Officer APS 3
Services Australia
04.2023 - 11.2023
Customer Service Officer
Woolworths
10.2021 - 01.2022
Data Collector
Hydro Industries
09.2020 - 11.2020
Year 12 Certificate -
Erindale Collage
High School Diploma -
Calwell High School
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