Janice Andrews
MELBOURNE,VIC
Summary
Results-driven professional with extensive experience in technical troubleshooting and customer support. Expertise in analyzing home loan transactions and managing client inquiries. Adept at managing complex inquiries and enhancing customer satisfaction through effective communication and strategic planning.
Overview
19
19
years of professional experience
Work History
Customer Service Consultant
Bank of Queensland
Melbourne, VIC
03.2024 - Current
- Manage home loan queries regarding interest rates and repayment frequency adjustments.
- Provided support to all brands, ME Classic, BOQ Classic, MEGO, and Virgin Money customers.
- Resolved account inquiries and transactions, ensuring prompt resolution for customers.
- Identified and addressed potential fraud concerns to mitigate risks effectively.
- Facilitated mobile and internet banking support, enhancing user experience.
- Address queries related to debit cards, credit cards and personal loans
- Handle customer complaints efficiently to improve overall satisfaction.
- Processed deposit, withdrawal, and transfer requests with accuracy and efficiency.
- Aligned customer needs with business objectives to ensure consistent positive experiences.
Office Manager
Karvis Accountants
MELBOURNE, VIC
06.2023 - 02.2024
- Coordinated scheduling and appointments, optimizing resource allocation for team and clients to enhance operational efficiency.
- Coordinated various office activities to support employee efficiency and effectiveness, ensuring timely execution of activities for employees.
- Onboarded new clients for seamless integration into services.
- Tracked invoices and payments, ensuring accuracy in accounts receivable and payable to maintain financial integrity.
- Monitored client payments, contacting overdue accounts to facilitate timely collections and strengthen cash flow.
- Liaised with taxation offices to negotiate client payment plans.
- Assisted in preparing financial reports and documentation for informed decision-making.
Business Case Management Consultant
Optus
Melbourne, VIC
03.2016 - 05.2023
- Managed end-to-end case ownership, facilitating timely follow-ups on escalations to improve customer outcomes.
- Resolved complex NBN technical issues, restoring customer service within agreed service levels.
- Clarified technical solutions for customers, enhancing their understanding and confidence in resolutions.
- Guided customers on troubleshooting techniques and service optimization strategies, increasing their ability to resolve issues independently.
- Troubleshot NBN connectivity, modem, Wi-Fi, and network issues effectively.
- Contributed to customer experience improvement project, optimizing interactions to enhance overall satisfaction.
- Onboarded small and medium business customers to NBN services, providing setup guidance and ongoing support.
- Reported complex network and service faults to appropriate teams for resolution.
Customer Service & Sales Consultant
Telstra
MELBOURNE, VIC
02.2008 - 02.2016
- Closed sales consistently, contributing to overall revenue growth.
- Recognized as top sales agent for outstanding performance.
- Engaged customers to identify needs and deliver optimal product solutions.
- Maintained current knowledge of products and services to enhance customer interactions.
- Ensured professionalism during customer interactions to guarantee positive experiences.
- Demonstrated success in fast-paced environments while meeting tight deadlines.
- Assisted in training new hires by sharing best practices for effective service delivery.
Education
Bachelor of Commerce - Accounting And Finance
Osmania University
India11-2001
Diploma in Commercial & Computer Practice - Information Technology / Business & Commerce
Stanley College
India07-1997
Skills
- Home loan management
- Fraud investigation
- Technical troubleshooting
- Customer relationship management
- Effective communication
- Follow-up skills
- Team coordination
- CRM and CX skilled
- Strategic planning
Timeline
Customer Service Consultant
Bank of Queensland
03.2024 - Current
Office Manager
Karvis Accountants
06.2023 - 02.2024
Business Case Management Consultant
Optus
03.2016 - 05.2023
Customer Service & Sales Consultant
Telstra
02.2008 - 02.2016
Bachelor of Commerce - Accounting And Finance
Osmania University
Diploma in Commercial & Computer Practice - Information Technology / Business & Commerce
Stanley College