Jayden Woolaston

In my most recent role, I've been working as a Customer Service Advisor, for Smart Service Queensland. Providing the following services (to customers), whilst also showcasing a high level of professionalism and consistency, as shown below:

• Community Recovery Assistance (e.g. with reference to cyclone Tracy)
• Consumer and Licensing enquiries
• SES Hotline
• Births, Deaths, and Marriage enquiries
• Offered resolutions to de-escalate calls and solve customer issues.
• Performed follow-up calls to ensure customer satisfaction with resolutions provided.
• Resolved customer problems by clarifying desired information; researching, locating, and providing relevant solutions.
• Assisted customers with navigating through Queensland Government websites to find products and services.
• Developed positive relationships with customers through courteous and engaging communication.

Achievement Statement:

• I have achieved consistently higher than average statistics as a Customer Service Advisor, surpassing centre benchmarks in call resolution, customer satisfaction, and call handling efficiency. This assisted in me providing an exceptional, professional service to the customers calling through, enhancing their experience and their overall view of the government and its services.
• I have successfully collaborated with relevant colleagues to update and enhance content scripts, resulting in an improved customer call experience and therefore increased customer satisfaction, and my personal ratings as a Customer Service Advisor.
• I have proficiently set up, implemented, and facilitated team meetings within the Internal Customer Service Advisor environment. This incorporated comprehensive communication strategies to ensure transparency, collaboration, and synergy among team members, leading to an overall improved customer service delivery and enhanced team performance.
• I became a mental health advocate for the contact centre, introducing presentations on communication within the workplace, the importance of being transparent with colleagues and ’taking breathers’. I initiated crucial conversations and shared valuable insights on mental health through my podcast ‘Couching the Mind’. By using my personal experiences and learnings, I have made a positive impact on de-stigmatising mental health issues, and promoting well-being within the workplace, and I incorporate this consistently when having discussions with my colleagues.

• It was a four year apprenticeship where I spent a portion of my working time in the heart of Brisbane City.
• As of the 8/12/2023, I completed my apprenticeship.
• I worked in many different fields, such as the following: Commercial, Domestic, Residential, Construction and Industrial.
• Three months of my apprenticeship was spent doing Solar.
• I spent 2.5 years working in industrial.
• 1 year of the apprenticeship was consumed in commerical work.
• The remaining amount was spent in construction, domestic and residential.
• I most recently spent a large amount of time building switchboards and control wiring.

• I worked for Smart Services QLD, under the call centre agency 'Tacticall' (office based in Garden City - QLD)
• My role was to initially take calls regarding Covid-19 vaccine bookings, Covid-19 interstate borderpasses, and hotel quarantine. That soon increased, as I was then trained in the areas of; Queensland National Parks Camping Bookings, Q Gov online support, Homelessness, Housing Commission maintenance, Asbestos removal, SES hotline, and many other services.
• In such a role, I had to display clear and concise communication, with whomever was on the end of the call. Whilst showcasing a high level of confidence with the over-the-phone discussions.
• I held numerous microsoft 'Team Meetings', revolving around mental health, and the importance of speaking up when your not feeling 100%.

• I spent time working as a checkout operator. Not long after the commencement of the job, I then integrated into a floor associate role.
• 2 months of this role was spent going to all Reject Shop stores, QLD wide, to help out with stock-take.
• I displayed a high level of confidence, through my speaking ability with customers, and a fast-working nature of getting tasks done safely, efficiently and correctly.

• Initially I was hired as a checkout operator. After 3-4 months, I then integrated into a retail floor associate role, due to my positive ability to speak to people, and my fast-working nature to getting tasks done.
• Spent time taking phone calls from customers calling through, requesting further information. I.e. stock quantity of a certain item/items.