Imbi Leili Ling
Customer Service Supervisor
Melbourne,VIC
Summary
I am an enthusiastic customer service professional with an immense love of animals relocating to Brisbane in March 2024.
I am currently working as a Customer Service Supervisor at Lort Smith Animal Hospital North Melbourne.
In my current and previous roles, I have developed a high level of communication and empathy skills along with the ability to multi-task, problem solve and work in a large team.
I am positive and resilient, and would absolutely love the opportunity to continue to work in a customer service role contributing to the quality and care of animals and their people.
Overview
9
9
years of professional experience
Work History
Customer Service Supervisor
Lort Smith Animal Hospital
07.2022 - Current
- Supervise the Customer Service Team in the largest and busiest non-for profit Animal Emergency Hospital in Australia
- Liase with multiple departments to create the best experience for clients
- Empathetically assist a large volume of clients daily with emergencies, appointments, payments and grief, in person, on the phone and via email
- Manage a large intake of incoming and outgoing calls with a compassionate sense of urgency
- Address customer complaints and dissatisfaction in a sensitive manner
- Maintain a sanitary work environment in line with OH&S
- Provide support and training for staff
- Process end of day cash reconciliation
Reservations and Events Coordinator
Vue Group
11.2018 - Current
- Developed reservations and events from initial enquiry to execution on the day across multiple venues
- Conducted a high level of customer service and professionalism with the ability to empathise with a large range of clients
- Developed a high level of communication and organisational skills across phone, email and face to face with clients and external parties
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Offered friendly and efficient service to customers and handled challenging situations with ease.
Head Host, Reservations and Events Coordinator
The Atlantic At Crown
12.2014 - 11.2018
- Took reservations by phone, email and answered customer questions.
- Developed a high level of attention to detail and the ability to multi-task in a high pressure environment
- Resolved guest and employee complaints to maintain complete customer satisfaction
- Developed strong communication skills and maintained highly loyal clientele
- Worked in a large team, assisting other areas when required
- Kept track of event finances, initial deposits, due payments and final balances.
Education
High School Diploma -
Townsville Grammar School
Townsville, QLDAnimal Studies Cert 2 -
Melbourne Polytechnic Tafe
Melbourne 03.2024
Skills
- Positive customer service
- Strong organisational skills and the ability to multi-task
- Excellent communication
- Empathic
- Self-Motivated and works very well in a team environment
- Conflict resolution
- Positive and Resilient
References
References available on request.
Timeline
Customer Service Supervisor
Lort Smith Animal Hospital
07.2022 - Current
Reservations and Events Coordinator
Vue Group
11.2018 - Current
Head Host, Reservations and Events Coordinator
The Atlantic At Crown
12.2014 - 11.2018
High School Diploma -
Townsville Grammar School
Animal Studies Cert 2 -
Melbourne Polytechnic Tafe
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