Hannah Wright
Summary
I am a results-oriented and highly energetic professional with two years of dedicated customer service experience. I am adept at fostering positive customer interactions through empathetic communication and kindness. I possess a Certificate III in Business, demonstrating a foundational understanding of business principles. I have a proven ability to navigate challenging situations with a positive attitude and a commitment to delivering exceptional service. I am also eager to contribute my skills and enthusiasm to a team committed to delivering outstanding service.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Edrolo
07.2022 - 12.2023
- Resolved over 3,500 customer service tickets with an average customer satisfaction score of 8.2; recognised for the highest individual daily resolution record.
- Managed a large volume of inbound and outbound calls, achieving the highest rate of incoming call responses in the team.
- Effectively tracked and reported key customer service metrics to the leadership team weekly, enhancing decision-making and performance monitoring.
- Led the research, development, and successful launch of a new support chatbot, deflecting 5,000 tickets in two quarters and saving 700 hours of agent work in 2023.
- Facilitated cross-functional collaboration with various teams to ensure accurate communication of information to clients, while proficiently identifying and escalating issues to the designated personnel for resolution.
- Effectively navigated and defused interactions with distressed customers, contributing to the creation of positive customer experiences.
- Analysed service request data for detailed categorisation and tracking, enabling root cause analysis and informed recommendations for strategic adjustments.
- Developed and maintained dashboards to monitor week-on-week metric changes, aiding leadership in planning and forecasting.
- Created and regularly updated an internal help centre, built a maintenance dashboard, and restructured content for improved user-friendliness, reducing new team member onboarding time.
- Coached team members on processes and tools for addressing emerging issues, enhancing operational efficiency and team performance.
- Revamped external Help Centre, ensuring content was current with platform and company changes, and drove the creation of new, data-driven articles.
- Conducted quality control checks for customer service agents, providing coaching for improvement, and trained multiple new staff, ensuring smooth onboarding.
- Triaged and validated platform issues, collaborated with the engineering and content team for prompt resolution, minimising client impact.
- Developed and personalised prebuilt communication templates for efficient customer interactions, tailored to specific audience needs.
National Service Administrator
Axis Maintenance Services
03.2022 - 07.2022
- Implemented contracts with precision, adhering to established protocols for seamless integration.
- Conducted asset captures to ensure accurate and thorough documentation.
- Reviewed status of national jobs and followed up with managers, subcontractors and technicians.
- Regularly provided professional weekly status reports on job progress.
- Updated employee, subcontractor and client details to ensure accurate information.
- Consistently delivered detailed and professional weekly status reports to ensure clients were updated on job progress.
- Exhibited high energy and professionalism when communicating with external clients.
- Created quotes, invoices and purchase orders.
- Regularly updated managers and technicians calendar with tasks and meetings.
Business Administration Trainee
Aviation Australia
06.2021 - 03.2022
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Used scheduling software to accurately maintain staff and student timetables.
- Completed marketing duties such as event advertisement and restocking and distributing merchandise.
Shift Runner, Driver and In-store Worker
Dominos Pizza Inc.
10.2017 - 06.2021
- Trained new employees and delegated daily tasks and responsibilities.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Completed cash and credit card transactions accurately using POS software.
- Maintained clean, trash-free workspaces to maximize productivity and safety.
- Strictly followed sanitation and food safety guidelines as required by regulatory agencies and company.
- Prepared and served various food and drink items to customer specifications in fast-paced environments.
- Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
- Maintained effective supply levels by monitoring and reordering food stock and dry goods.
Education
Certificate III - Business
GTNT
Darwin, NT03.2022
High School Diploma -
Casuarina Senior College
Moil, NT11.2021
Certificate II - Aircraft Line Maintenance
Aviation Australia
Darwin, NT06.2021
Certificate II - Health Support Services
Charles Darwin University
Casuarina, NT09.2019
Skills
- Effective communication
- Problem-solving
- Analytical and critical thinking
- Conflict resolution
- Team collaboration
- Help Desk Support
- Google Suite
- Microsoft Suite
- Support Documentation
- Empathy
- Attention to detail
- Adaptability
Timeline
Customer Service Representative
Edrolo
07.2022 - 12.2023
National Service Administrator
Axis Maintenance Services
03.2022 - 07.2022
Business Administration Trainee
Aviation Australia
06.2021 - 03.2022
Shift Runner, Driver and In-store Worker
Dominos Pizza Inc.
10.2017 - 06.2021
Certificate III - Business
GTNT
High School Diploma -
Casuarina Senior College
Certificate II - Aircraft Line Maintenance
Aviation Australia
Certificate II - Health Support Services
Charles Darwin University
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