JACQUELINE FAHEY
Gloucester
Summary
Customer focused professional with over 21 years of experience in delivering exceptional service through phone, email, customer request systems. Adept at handling high volume inquiries with professionalism and efficiency. Skilled in resolving issues, logging customer requests, and ensuring a positive customer experience through clear communication and problem solving.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
37
37
years of professional experience
Work History
Customer Service Representative
Wollongong City Council
07.2003 - 05.2025
- Answer on average of 70 inbound calls daily, assisting customers with all related council inquiries & concerns
- Respond to customer emails promptly
- Log and track customer service requests using One Council CRM System
- Coordinate with internal departments to follow up on complex inquiries or escalate issues
- Maintain customer satisfaction through empathetic and proactive communication
- Manage a shared inbox and lodging customer requests & responding with a tracking number
- Lodged detailed service requests and forward them to appropriate departments for follow up
- Provide clear and concise information to customers via phone and email, helping reduce repeat inquiries
PA to The Strategic Alliances General Manager
Australian Insurance Holdings Pty Ltd
10.2002 - 06.2003
- Diary Management
- Travel Management
- Database Management
- Typing of Correspondence
- PowerPoint Presentations
- Organisation of Conferences
- Supporting Business Development Managers
- Relationship Support for Brokers and Referrers
- Registration of new Brokers and Referrers
Receptionist
Australian Insurance Holdings Pty Ltd
06.2002 - 10.2002
- Answering of busy Switchboard
- Train and Supervise Junior Receptionist
- Support Human Resource Department
- Marketing Support
Receptionist and Secretary to Company Secretary and Retail Accountant
Retravision
01.2001 - 06.2002
- Invoicing and recording of Telstra Rewards and Gift Vouchers to all Retravision members
- Reconciling BP petrol cards
- Data entry, typing correspondence
- Customer enquiries – answering busy switchboard
- Writing weekly newsletter
Various temp assignments
PKF Call Centre
08.2000 - 01.2001
- Sales and enquiries
Customer Sales and Support reporting District/Regional Manager
Yellow Pages
01.1997 - 08.2000
- Excellent telephone skills
- Strong customer focus – Dealing with advertising clients, enquiries, problem solving
- Willing to take on tasks with minimum supervision
- Keyboard skills and computer literacy
- Knowledge of Quickset/MIP/other Pacific Access internal systems
- Team focussed
- Attention to detail
Receptionist
WIN Television Orange
06.1992 - 01.1997
- Reception Duties
- Switchboard duties for WIN TV and I98 FM Radio
- NEC Switchboard
- Resolution and recording of complaints
- Organising meetings and appointments
- Typing sales proposals, correspondence and reports
- Maintaining filing systems
Sales Assistant
Grace Bos Orange
03.1992 - 05.1992
- Sales and Customer Service
- Cash handling
Devonshire Arms Hotel, Longsutton UK
09.1989 - 03.1992
- Reception
- Waitressing duties
Sales Assistant – Women’s Fashion
David Jones Ltd Wollongong
10.1988 - 09.1989
- Assisting customers, sales and service, cash handling
Education
High School Diploma -
St Marys Star of The Sea
Wollongong, NSW01-1987
Skills
- Phone and email Customer Support
- Service request Management
- Conflict resolution
- CRM
- Data Entry
- Time Management
- Multitasking in fast paced Environment
- Customer service
- Data entry
- Active listening
- Critical thinking
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint resolution
- Microsoft outlook
- Data collection
- Live chat support
- Proofreading
- Call triaging
Timeline
Customer Service Representative
Wollongong City Council
07.2003 - 05.2025
PA to The Strategic Alliances General Manager
Australian Insurance Holdings Pty Ltd
10.2002 - 06.2003
Receptionist
Australian Insurance Holdings Pty Ltd
06.2002 - 10.2002
Receptionist and Secretary to Company Secretary and Retail Accountant
Retravision
01.2001 - 06.2002
Various temp assignments
PKF Call Centre
08.2000 - 01.2001
Customer Sales and Support reporting District/Regional Manager
Yellow Pages
01.1997 - 08.2000
Receptionist
WIN Television Orange
06.1992 - 01.1997
Sales Assistant
Grace Bos Orange
03.1992 - 05.1992
Devonshire Arms Hotel, Longsutton UK
09.1989 - 03.1992
Sales Assistant – Women’s Fashion
David Jones Ltd Wollongong
10.1988 - 09.1989
High School Diploma -
St Marys Star of The Sea