Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

HELEN LOKERON

South Yarra,VIC

Summary

I am a highly communicative individual with strong interpersonal skills and an ability to adapt to working in team environments. I have over seven years’ experience in customer service where I built my skills in communication, problem-solving and contributing both as a team member and as an individual.

Overview

13
13
years of professional experience

Work History

Customer Care Consultant Team Leader

Smarthouse Fire Solutions
Melbourne , VIC
12.2020 - Current
  • Trained new hires on company policies, customer care software, and communication best practices to ensure smooth integration into the team.
  • Improved customer satisfaction by implementing effective problem-solving techniques and providing exceptional support to customers.
  • Promoted a positive work environment through recognition programs that acknowledged outstanding performers on the team.
  • Consistently met or exceeded team performance metrics, demonstrating strong leadership skills and commitment to excellence in customer care service delivery.
  • Assisted call-in customers with questions and bookings.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.

Customer Service Advisor

Holden Customer Care Head Office
01.2018 - 01.2019
  • Manage large amounts of incoming calls
  • Generate sales leads
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team sales targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies

Assistant Manager

McDonalds, Dandenong Plaza
01.2012 - 01.2017
  • Assisted customers with all orders
  • Ensured the accurate collection of information relating to specific orders and requests
  • Managed customer issues and ensured their needs were prioritised
  • Worked efficiently in a team to deliver food and serve customer
  • Reported to team leader to ensure that tasks were being completed on time
  • Assisted with other team members to help them complete work tasks
  • Managed cash and EFTPOS payments
  • Accurately recorded all cash movements while following policies on large note transactions and cash out
  • Attended to shift cleaning duties including general cleaning, rubbish removal and floor mopping to meet both HACCP and Food Safety regulations
  • Selecting, training and supervising front and kitchen staff

Volunteer

St Vincent De Paul, Eastern Suburbs
01.2012 - 01.2013
  • Acting as a facilitator between clients in need and community services
  • Providing leadership and assistance for the implementation of pilot projects in community development and self-help, and planning and implementing research projects to address client needs, organisation goals and social policy
  • Cooperating with community organisations, social agencies and voluntary groups to improve services and develop new services
  • Conducting individual and family case interviews to identify the nature and extent of clients' problems
  • Assisting clients to understand and resolve problems by providing information, acting as a mediator and referring them to community and self-help agencies
  • Analysing, developing, promoting and implementing social policies through the use of practice experience, research, analytic frameworks, and negotiation skills to respond to social need through a fair, equitable and effective allocation of social resource
  • Monitoring the progress of clients by maintaining contact
  • Compiling case records and reports

Education

Certificate III - Health Services

Berwick Chisholm
01.2014

Skills

  • Interpersonal skills
  • Communication skills
  • Written communication skills
  • Client communication assistance
  • Personal care
  • Empathetic nature
  • Client relationship management
  • Staff management
  • Reliability
  • Teamwork
  • Advanced computer skills

References

  • Illi lolik, Active Support Worker, 0401490621, ille.lolik@gmail.com
  • Festo Amanamoi, Victoria University, Team Leader, 0401 992 675, festus.amanamoi@gmail.com

Timeline

Customer Care Consultant Team Leader

Smarthouse Fire Solutions
12.2020 - Current

Customer Service Advisor

Holden Customer Care Head Office
01.2018 - 01.2019

Assistant Manager

McDonalds, Dandenong Plaza
01.2012 - 01.2017

Volunteer

St Vincent De Paul, Eastern Suburbs
01.2012 - 01.2013

Certificate III - Health Services

Berwick Chisholm

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HELEN LOKERON