Jennifer Suwala
Cecil Hills,NSW
Summary
Adept at conflict resolution and community engagement, I honed my skills at NSW Police Service, enhancing customer satisfaction and team collaboration. My proficiency in computer-aided dispatch and exceptional communication abilities led to significant improvements in operational efficiency and client relations, embodying professionalism and dedication in high-stress environments.
Overview
44
44
years of professional experience
Work History
NSW Police Service
NSW Police Service
Granville, NSW
12.1987 - 03.2024
- Maintained accurate records of daily activities, allowing for easy retrieval of information when needed for follow-up actions or administrative purposes.
- Participated in ongoing training programs to maintain knowledge of best practices and ensure peak performance on the job.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to Police requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with Police Officers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promptly responded to inquiries and requests from prospective customers.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Trained staff on operating procedures and company services.
- Maintained and updated Daily Rosters
- Helped roster staff for Operations such as Floods, Bushfires, Covid 19, Riots, NYE and many more significant events.
- .Maintained several spreadsheets
- General Officer Duties
- Switchboard Operator
- Effectively communicated with all Ranks of staff including many Senior Officers.
Customer Service Officer
MBF Health Fund
Liverpool
01.1986 - 12.1987
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Assisted call-in customers with questions and orders.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
Bank Teller
Commonwealth Bank
Fairfield, NSW Martin Place
01.1980 - 11.1986
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Reconciled cash drawer and resolved discrepancies.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Turned in excess cash to maintain drawer security.
Education
High School Diploma -
Fairvale High School
Fairfield West 11-1979
Skills
- Community engagement
- Workload balancing
- Computer-aided dispatch
- Policy enforcement
- Community oriented policing
- Budget management
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Team building and development
- Multitasking
- Reliability
- Excellent communication
- Computer skills
- Organizational skills
- Active listening
- Effective communication
- Verbal and written communication
- Decision-making
- Relationship building
- Public relations
- Conflict resolution
- Professionalism
Timeline
NSW Police Service
NSW Police Service
12.1987 - 03.2024
Customer Service Officer
MBF Health Fund
01.1986 - 12.1987
Bank Teller
Commonwealth Bank
01.1980 - 11.1986
High School Diploma -
Fairvale High School