Hayley Packham
Melbourne,Victoria
Summary
A versatile Support Team Leader, skilled with handling data, technical issues and personnel support tasks in a busy work environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering nearly 5 years of experience within the EduTech industry and 3 years of Team Leader experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Support Team Lead
Compass Education
05.2021 - Current
- Enhanced customer satisfaction by implementing effective support strategies and streamlining processes.
- Boosted team performance by setting clear expectations, providing ongoing feedback, and conducting regular evaluations.
- Established a collaborative work environment by fostering open communication and promoting teamwork among support staff.
- Resolved escalated customer issues with empathy and professionalism, maintaining high levels of client satisfaction.
- Collaborated with cross-functional teams to address systemic issues affecting overall customer experience.
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements.
Customer Support Officer
Compass Education
06.2019 - 05.2021
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Collaborated effectively with other departments to handle escalated customer issues, resulting in swift resolutions.
- Achieved consistently high customer satisfaction ratings through personalized assistance and empathy in interactions.
- Managed high call volumes while maintaining composure and professionalism under pressure.
- Provided exceptional service by tailoring solutions based on individual customer needs and preferences.
- Participated actively in team meetings, contributing valuable insights towards the enhancement of overall customer experience strategies.
- Mentored junior team members, sharing industry best practices and fostering an atmosphere of collaboration and growth amongst colleagues.
Cafe Manager
Twisted Sista Cafe
07.2014 - 12.2018
- Streamlined cafe operations for increased efficiency and reduced waste, with thorough inventory management.
- Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
- Boosted sales growth by developing innovative marketing strategies and engaging promotional events.
- Delivered excellent customer service experiences by addressing concerns promptly and professionally.
- Fostered a positive work environment through open communication channels and collaborative problem-solving approaches.
Education
High School Diploma -
Wantirna College
Wantirna, VIC11.2012
Skills
- Delegation Skills
- Process Improvement
- Cross-functional Collaboration
- Multitasking during busy periods
- Empathy and Compassion
- Problem Solving
- Team Management
- Conflict Resolution
Certification
- AUSLAN (Australian Sign Language) Level 1 and Level 2, Australian Deaf Society - 2013-2024
Timeline
Support Team Lead
Compass Education
05.2021 - Current
Customer Support Officer
Compass Education
06.2019 - 05.2021
Cafe Manager
Twisted Sista Cafe
07.2014 - 12.2018
High School Diploma -
Wantirna College
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