Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ilimaina Smith

Central Coast

Summary

Reliable and confident customer service professional with complaint management skills, well versed in call centre work, dispute management and resolution, and relationship management inside the business looking to transfer my background skills to a position in which long term development and skill building is embraced.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Department of Customer Service
05.2025 - Current
  • Provided accurate information about products and services to customers.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Customer Service Representative

Capital Transport
01.2019 - 05.2025
  • Providing effective communication for bookings and service requirements for logistic services car and trucks, answering any customer’s queries.

After School Care Educator

CSS agency
01.2023 - 06.2023
  • Educator role, Working with Children’s Check.
  • Providing safe supervision for children, follow daily routines and activities for children’s needs.

Customer Experience Champion

CouriersPlease
01.2016 - 12.2019
  • Professionally servicing all inbound call queues open to CouriersPlease clients on our national contact line, ensuring all queries and requests were logged correctly and managed effectively for seamless customer experience in each interaction while adhering to call centre KPI metrics consistently.

Education

Cert III - Community Services

TAFENSW
01.2016

Skills

  • Customer service excellence
  • Resolution management skills
  • Contact center interaction
  • Community engagement initiatives
  • Conflict mediation techniques
  • Listening and empathy skills
  • Analytical problem-solving abilities
  • Cultural awareness training
  • Multi-line telephone proficiency

References

  • Branka Ivkovic, Supervisor Community Support, HHRCS, 02 9817 0101
  • Caroline Pese, Customer Experience Manager, Couriers Please, 0402 571 598
  • Helen Davis, Customer service Supervisor, Capital Transport, 0402 812 522
  • Lucy Butlin Team Leader Lucy.butlin@service.nsw.gov.au

Timeline

Customer Service Representative

Department of Customer Service
05.2025 - Current

After School Care Educator

CSS agency
01.2023 - 06.2023

Customer Service Representative

Capital Transport
01.2019 - 05.2025

Customer Experience Champion

CouriersPlease
01.2016 - 12.2019

Cert III - Community Services

TAFENSW

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Ilimaina Smith