Israel Lapan
Yarrabilba,Qld
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
Toll Chemicals/Toll Group
11.2022 - Current
- Working in a 3PL warehouse and Major Hazard Facility, my role as a Customer Service Officer essentially involves providing customised solutions around warehousing and transportation of dangerous goods around Australia and abroad
- My daily tasks include order processing for customers, generating work orders for pickers with specific instructions around our customers’ packaging requirements, liaisons with external and internal stakeholders via phone and email correspondence.
- Assisting with onboarding and training of new staff in customer service.
Handyman Trainee
TP Elite Transport
10.2022 - 11.2022
- Working as part of a small but skilled team with a company that delivers and specialises in office furnishing, I assisted skilled tradesmen with corporate office fitouts, maintenance and corrective action to existing workplace structures.
Labour Hire/Excel Hire
Staff Australia
09.2022 - 10.2022
- Contracted as a labourer for a period of 4 weeks, I assisted with events setup for multiple occasions
- Task involved included marquee setup for weddings, music events, office functions, supply of white goods, chairs, tables and glassware.
Inbound Service Agent
TSA/Telstra
06.2022 - 09.2022
- Handling inbound traffic, troubleshooting service related customer service enquiries including submission of different order types, (i.e
- Internet connections/moves, cancellations, fixed line service setup, prepaid mobile services), billing enquiries, refunds and device unlocking requests.
Machine Operator
Certags Pty Ltd
02.2021 - 06.2022
- Coordinating, converting and delegating jobs for production to the team, confirming manufactured product matches with job specifications, ensuring packaging of products according to compliance standards, filling in for operations of various conversion machinery when needed, monitoring and maintaining stock, communicating and collaborating effectively with team to ensure smooth production to meet demand for global markets.
Sales & Stocking
Woolworths Group
11.2019 - 02.2021
- Providing customer service across various departments on shop floor, identifying and meeting customer’s individual needs with positive and professional attitude, replenishing stock in timely manner, stock counting using RF scanners, monitoring stock levels and sales to meet customer demand, maintaining organisation of shop floor and stockroom in compliance with workplace health and safety regulations, performing cashier duties and processing customer transactions, managing changing priorities in fast-paced environment.
Administration
Warner Shand Lawyers
01.2017 - 08.2019
- Service of legal documents and courthouse filing following strict procedure, issue of fee note deliveries and collections of payment, attended to general office banking making deposits and withdrawals, purchasing and restocking of office supplies, working in highly time sensitive environments, general administrative duties, communicating with clients both face to face and over the phone, setting appointments, booking travel.
Printing & Signwriting
Graffiti Signs
01.2012 - 12.2016
- Correctly identifying the needs of small and large businesses though active listening and providing tailored solutions to match, estimating cost of production for job quotations, managing a small team of graphic designers including job delegation and overseeing of print schedules, ensuring strict compliance according to workplace health and safety standards and procedures, handling invoicing, navigating MYOB programming software, processing sales, safe handling of industrial digital printers for large-scale production including billboards, communicating with overseas suppliers for sourcing and purchasing of materials and ink, meeting client expectations through professional delivery of work requested, ensuring customer satisfaction.
Education
Certificate III Information Technology -
IEA COLLEGE OF TAFE, PNG
01.2011
Senior Certificate – Year 12 -
PORT MORESBY INTERNATIONAL SCHOOL, PNG
01.2007
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
Volunteer Experience
- Save the Children Op Shop, Retail Assistant, Nundah, QLD, 09/01/19, 11/01/19, Opening and closing store, sorting and pricing stock, processing sales, providing great customer service, operating/closing/counting the till at the end of the day.
- Milne Bay Province, Papua New Guinea, Community Awareness, March 2017 – June 2017, Travelled in between various islands and villages as an assistant/observer with local government youth social workers and translators to provide vital information to local communities regarding upcoming activities on their lands to do with surveying and mining.
References
- Jacqui Bell, Administration Manager – Toll Chemicals, Jacqui.Bell@tollgroup.com
- Rajy, Line Manager – Woolworths, 0422518103
Timeline
Customer Service Officer
Toll Chemicals/Toll Group
11.2022 - Current
Handyman Trainee
TP Elite Transport
10.2022 - 11.2022
Labour Hire/Excel Hire
Staff Australia
09.2022 - 10.2022
Inbound Service Agent
TSA/Telstra
06.2022 - 09.2022
Machine Operator
Certags Pty Ltd
02.2021 - 06.2022
Sales & Stocking
Woolworths Group
11.2019 - 02.2021
Administration
Warner Shand Lawyers
01.2017 - 08.2019
Printing & Signwriting
Graffiti Signs
01.2012 - 12.2016
Certificate III Information Technology -
IEA COLLEGE OF TAFE, PNG
Senior Certificate – Year 12 -
PORT MORESBY INTERNATIONAL SCHOOL, PNG
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