Hewitt Freshwater
Canterbury,NSW
Summary
I'm a natural people person well suited to work in retail;, customer service and events. I began working part time when I was 13 at the local markets, and was then offered a job at the Game Traders, my local games store. My boss said he employed me because he identified a unique talent for customer engagement and deep knowledge and passion games. Since leaving school I've developed my customer service skills and coupled them with my interest in finance and politics at Datacom. This contract came to an end and i continued this development moving onto work for the City of Ryde LGA exploring further into my passion for politics, most recently moving onto Hapag- Lloyd taking my customer service knowledge to the next level managing clients directly and I'm excited to bring my experience and genuine passion for customer service to my next position.
Overview
8
8
years of professional experience
Work History
Customer Service Coordinator
Hapag-Lloyd
05.2022 - 05.2024
- Responded to customer from more then 20 different industries needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Developed relationships with key clients, fostering loyalty and repeat business through personalized attention and support.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Took ownership of customer issues and followed problems through to resolution.
- Increased customer retention by maintaining strong relationships and consistently going above-and-beyond expectations.
- Served as a liaison between internal team members and external vendors, fostering positive relationships for better collaboration on digital projects.
- Contributed to the development of long-term digital strategies aligning with overall business objectives, setting the foundation for continued success in a rapidly-evolving market landscape.
- Acted as an advocate for both the company''s interests as well as those of clients, ensuring that all parties'' needs were met in a mutually beneficial manner.
- Implemented customer feedback systems to continually improve service delivery and exceed expectations.
- Presented compelling sales pitches that demonstrated the value of our offerings in meeting client objectives successfully.
- Led cross-functional teams to develop innovative strategies, driving business growth and profitability.
- Conducted in-depth market research to identify trends, opportunities, and potential threats for strategic planning purposes.
- Enhanced client relationships by identifying their needs and providing tailored solutions.
- Streamlined internal processes for increased efficiency and improved client experiences.
- Managed a diverse portfolio of clients, from more then 20 different industries, ensuring timely delivery of products and services while maintaining high levels of satisfaction.
Customer Service Officer
City Of Ryde LGA
04.2021 - 12.2021
- Helped large volume of call-in customers as a first point of contact every day with positive attitude focused on customer satisfaction.
- Completed data entry to record call notes, suggestions and questions, by taking stats on calls, exceeding the KPI's for these stats.
- Initiated investigations into complex or sensitive complaints and inquiries, i.e. lost/ missing pets and their registration, illegal dumping, damaged council infrastructure and non compliant development identifying conclusive solutions to exceed customer satisfaction.
- Managed rates payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Set up service appointments with town planners to handle advanced enquiries in regards to housing development codes
- Leveraged governmental operations knowledge to provide individual customer recommendations for areas outside the LGA authority
- Liaised with customers, management and key departments to better understand and explain customer needs to these departments and find most appropriate solutions for the customer.
- Collaborated with specialized departments to enhance customer service experience for new and ongoing inquiries and reduce workflow for these departments
- Evaluated waste account and service histories/ requirements to identify non compliance, using data to mitigate future unresolved and overdue services i.e. curb side collections, e-waste pickups and damaged or missing bins
Customer Service Representative
Datacom
04.2020 - 04.2021
- Assisted client to keep up to date records by explaining tax accounts and details, updating personal information and keeping personal records secure
- Supported Clients with tax return lodgement through with up-to-date information on all areas of a return i.e how to claim deductions and offsets, income to report, progress of return, amendments and explaining Notice of Assessments
- Advanced client's knowledge of Individual Tax Law by being able to comprehensively interpret client situations and explain their taxation obligations I,e, individual tax rates, Capital Gains Tax, Differing forms of income, Study and training support loans, Medicare and Private Health Insurance and Deceased Estates
- Increased Business and personal proficiency by teaching how clients are able to manage their own tax affairs, i.e Using ATO online Services or ATO Apps and Tools
- Aided Business Clients with registrations, TFN and ABN registrations for a range of entities, Role Registration for business such as Pay As You Go Withholding and Updating Business Details
- Furthered Clients understanding of Business activity statements by explaining and updating; activity statement labels, lodgement cycles and accounting methods, deferrals and suspensions and the lodgement and progress
- Promoted employers' obligations for Superannuation; federal super obligations such as super guarantee percentages and ordinary time earnings, employee's entitlement of super, Superannuation due dates, deductions for super contributions and the completion and lodgement of Super Guarantee Charge Statements
- Enhanced individuals understanding of superannuation with a vast knowledge concessional and non-concessional contributions, and their relevant caps, excess contribution determinations including Division293 and release authorities, rollovers of super, employee's entitlement of super, bring and carry forward arrangements, Government co-contributions, salary sacrifice arrangements, contributions tax, tracking and locating super and ATO held Super
- Assisted clients to access super both before preservation age/ retirement, through serve financial hardship, temporary or permanent incapacity, departing Australia superannuation payments, terminal medical conditions, compassionate release of super and after, though, transition to retirement, retirement and super death benefits
- Explained to clients how super is withdrawn, through income streams and lump sums, tax on withdrawing the differing types of super benefits, how age affects tax on withdrawing super, Low-rate cap, Super tax offsets and reporting super income
- Advised clients and Super funds on Super fund procedure and regulations including, reporting obligations, funds acceptance of contributions, complaints to the Australian financial complaints authority, requirements for release, tax on super in funds, low balance and inactivate accounts, different types of funds such as industry funds or defined benefit funds, and Lost Members Register
- Selected and trained to engage with and assist with the training and inductions of new employees to the business, such as; explaining business procedure, teaching how to interpret clients information and requests and managing large groups of inductees completed
- Delivered on all aforementioned inquiries, whilst keeping in strict KPI's covering all aspects of the interaction and passing regular quality evaluations
Retail Assistant
Gametraders Live Hornsby
01.2016 - 04.2020
- Supported loss prevention goals by maintaining accurate drawers and monitoring shopper behavior
- Assisted customers with prompt and polite support in-person and via telephone
- Answered product questions with up-to-date knowledge of sales and store promotions
- Coordinated efficient restocking of sales floor with current merchandise and accurate signage for current promotions
- Offered each customer top-notch, personal service and polite support to boost sales and customer satisfaction
- Refunded payments for returned items, processed exchanges and offered store credit to achieve customer satisfaction
- Educated customers on promotions to enhance sales
- Checked prices for customers and processed items sold by scanning barcodes
- Organized and coordinated a range of In-store events and tournaments, ranging from 10 - 80 participants
- Balanced and organized cash register by handling cash, counting change, applying in store credit and the handling the cash up of the till
Education
High School Diploma -
Macquarie Grammar School
Sydney, NSW11.2019
CERT III - Customer Engagement
Dynamic Learning Services
Sydney, NSW2019
Skills
- Sale experience
- Prioritization
- Relationship cultivation and retention
- Organization
- Friendly demeanour
- Complaint Handling
- Strong work ethic
- Teamwork/ Collaboration
- Microsoft applications proficiency
- Customer Data Confidentiality
- Patient and Empathetic
- CRM Software
Accomplishments
- Year 12 events Prefect
- Leader of the Student Representative Council (SRC) 2019
- Member of Student Representative Council (SRC) 2017 - 2019
- Represented Macquarie Grammar School in the 2018 Plain English-Speaking Competition
- Represented Macquarie Grammar School in the 2018 Model United Nations Assembly (MUNA)
- Represented Macquarie Grammar School in the 2019 Chinese Bridge competition
- Managed more than 80 customers during demanding sales events in an effective and gracious manner.
- Level 1 Magic: The Gathering Judge
- Volunteer for Sydney peace prize in 2022
- Assisted in the 2021 and 2024 local council election campaign
Additional Information
Superannuation Knowledge
- APRA compliance
Self Managed Super Funds
Tax and Super & How it Applies
Rollovers & Withdrawals
Concessional & Non-Concessional
Contributions
Carry Forward & Bring Forward
TRIS
Income Stream & Lump Sums
Transfer Balance Cap Advice
Crystallisation
Grandfathering
Defined Benefit Funds
Various Conditions of Release
Preservation Age
Deductions for Person
Contributions
Co-Contributions & LISC
Unpaid Super Situations
Super Guarantee Laws
Lost Super
Salary Sacrafice
Timeline
Customer Service Coordinator
Hapag-Lloyd
05.2022 - 05.2024
Customer Service Officer
City Of Ryde LGA
04.2021 - 12.2021
Customer Service Representative
Datacom
04.2020 - 04.2021
Retail Assistant
Gametraders Live Hornsby
01.2016 - 04.2020
High School Diploma -
Macquarie Grammar School
CERT III - Customer Engagement
Dynamic Learning Services
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