Summary
Overview
Work History
Skills
Accomplishments
Certification
Education
References
Timeline
Generic

Isabel Marie de Rozairo

Berwick,VIC

Summary

Isabel started off her career as a Junior Customer Care Representative at Vocus in November 2022. During this time, she was exposed to case management under concise time restraints to deliver efficient customer service, strengthened her written and verbal communication skills through direct contact with customers, and built a strong foundation as a reliable and collaborative team member. In July 2024, she was promoted to a Customer Care Specialist where she gained exposure to high-volume disputes, refined her time and self-management skills to provide effective resolutions, and was trusted to train Junior and Offshore team members. Isabel is now seeking to further her professional development, deepen her understanding of the company’s processes and contribute to its continued success.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Care Specialist

Vocus Group Telecommunications
07.2024 - Current
  • Took on greater responsibilities and was expected to uphold and demonstrate higher performance standards.
  • Exposed to high volume dispute management and maintenance, while adhering to strict KPI-driven case resolution time frames.
  • Learned to be resourceful by understanding the expertise of surrounding teams to support case resolution.
  • Refined time and self-management skills to provide effective resolutions.
  • Trusted to train our Junior and Offshore team members, while consistently maintaining efficiency in my own responsibilities.
  • Allocated the responsibility to resolve and improve the issues relating to the Dark Fibre Relocation/ Replacement process.

Junior Customer Care Representative

Vocus Group Telecommunications
11.2022 - 06.2024
  • Developed case management skills under time constraints, while also adapting to the queued system and structure.
  • Refined my customer service skills to deliver appropriate and efficient support to customers.
  • Became efficient in organising tasks, by attending to incoming phone calls while seamlessly resuming my work without losing focus.
  • Strengthened written and verbal communication skills through direct interactions with customer and colleagues.
  • Developed a strong understanding on the platforms and systems we use, enabling efficient access to specific information across various situations.
  • Built a strong foundation as a dependable and collaborative team member.
  • Enhanced my understanding of professionalism and embodied it through a strong work ethic and continuous enthusiasm to grow.

Crew Member & McCafé Staff

McDonald’s
05.2021 - 11.2022
  • Handled customer food orders efficiently in fast-paced, face-to-face and drive-through settings.
  • Consistently responsive to customer-specific requests, ensuring each is met efficiently and to their satisfaction.
  • Maintained store readiness by regularly managing the accessory stock in store, ensuring all containments are full and ready for the next shift.
  • Maintained a clean and safe environment in both the dining and staff areas by regularly emptying bins and mopping floors to eliminate grease and potential hazards.
  • Handled café food preparation and beverage service with attention to detail and efficiency.

Skills

  • Case management
  • KPI adherence
  • Dispute resolution
  • Platform navigation
  • Customer support
  • Customer relationship management

Accomplishments

Mentorship Program: I participated in the Mentorship Program as a mentee in February 2025, with the passion to gain exposure to the Sales Support environment. Throughout this process, I collaborated closely with Claire Kuyper-Bastow and the Sales Support Team to fulfil my set goals and aspirations.

Shine Award Nominations - Vocus
Recognised for embodying core company values through exceptional customer service and team support.

  • 2025 – Individual Shine Award Nomination - “Our People Are The Difference”
    Acknowledged for resolving customer concerns with urgency and care, exemplifying the value of people-first service.
  • 2025 – Individual Shine Award Nomination - “Crazy About Customers”
    Recognized for consistently delivering high-quality customer service that strengthened customer confidence in Vocus.
  • 2023 – Individual Shine Award Nomination - “Crazy About Customers”
    Nominated for supporting an Account Manager in cleaning and organising customer accounts, demonstrating a strong commitment to customer-centric values.

Process Improvement Responsibilities: Due to my recognised dedication, I was nominated forthe role to investigate a broken process within Customer Care. Through this, I gained a deep understanding of the associated limitations and collaborated closely with an internal team to clearly define the roles and responsibilities of all parties involved. Together, we developed and implemented an effective solution.

Certification

LinkedIn Learning Courses:

- Mindset (Growth and Fixed) - Blinkist | Completed: 20 Mar 2024

- Working with Your Personal Strengths and Weaknesses - Big Think | Completed: 21 May 2024

- 15 Secrets Successful People Know About Time Management - getAbstract | Completed: 11 Feb 2025

- Customer Service: Managing Customer Expectations - Jeff Toister | Completed: 11 Mar 2025

- Holding Yourself Accountable - Dorie Clark | Completed: 12 May 2025

Education

Hillcrest Christian College - VIC

Year 12 VCE Completion (Unscored) | Year Completed: 2022

References

References available upon request.

Timeline

Customer Care Specialist

Vocus Group Telecommunications
07.2024 - Current

Junior Customer Care Representative

Vocus Group Telecommunications
11.2022 - 06.2024

Crew Member & McCafé Staff

McDonald’s
05.2021 - 11.2022

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Isabel Marie de Rozairo