Jake Billman
Ballarat,VIC
Summary
Accomplished Customer Service Officer and Team Leader at Serco and Ballarat Community Health, respectively, I excel in customer support and employee development. Leveraging skills in call centre operations and inbound call management, I've fostered team unity and enhanced customer satisfaction through personalized service, achieving significant loyalty and repeat business. I am a dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase productivity and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Officer
Ballarat Community Health
06.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction, managing more then 30 walk - in clients a day.
- Assisted call-in customers with questions and orders, managing at least 15 calls daily.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Have developed strong rapport with customers, fostering loyalty and comfortability through excellent customer service.
- I have maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations for their healthcare.
Team Leader
Serco
04.2019 - 05.2023
- I previously worked at the Police Assistance Line as a CCO, Acting Team Leader, Team Leader, a Flex Quality Consultant as well as the Consolidation Lead
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed, in a 6 month period my team (Team 7) has a 13% overall quality increase.
- I empowered team members by delegating responsibilities according to individual strengths and areas of expertise as well as understanding who that person was to better understand their skill sets.
- I managed conflict resolution among team members, fostering a positive and collaborative work environment.
- I maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Crew Member
Hungry Jacks
09.2013 - 05.2017
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
Education
High School Diploma -
Ballarat Secondary Collage
Ballarat, VIC12.2014
Skills
- Customer Support
- Data Entry
- Call Centre Operations/Experience
- Inbound Call Management
- Service Recommendations
- Employee Development
- Passionate
- Devoted
Timeline
Customer Service Officer
Ballarat Community Health
06.2023 - Current
Team Leader
Serco
04.2019 - 05.2023
Crew Member
Hungry Jacks
09.2013 - 05.2017
High School Diploma -
Ballarat Secondary Collage
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