Jenny Ong
Condell Park,NSW
Summary
My objective is to become a member of a large corporation where I would have the ability to progress in my career. I would like to have an opportunity to challenge myself as well as provide to my employer my strengths and capabilities as I strongly believe if I am given the chance, I would become a great asset to the company. I am always ready to take on new professional challenges as part of a growth-oriented company.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Connecting Families
05.2024 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanour.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
Customer Establishment Representative
ADT Security
04.2018 - 04.2024
- Maintained and managed customer files and databases and addressed customer account discrepancies and concerns.
- Always meeting targeted KPI assisting with sales department.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards. Inbound and Outbound call centre expertise within the security industry.
- Approved and terminated customer contracts upon request.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Resolved concerns with products or services to help with retention and drive sales.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organisational leadership.
Service Delivery Coordinator
ADT Security
04.2018 - 04.2024
- Managed delivery schedules by communicating with both suppliers and customers.
- Resolved issues relating to delays and parts to maintain satisfaction.
- Assisted in budget management for various projects, optimizing resources usage while maintaining quality standards.
- Maintained thorough records of transactions, deliveries, and requests.
- Provided logs for working hours and vehicle service and repair status to meet state and federal regulations.
- Performed routine inspection and preventative care on assigned equipment and communicated defects and needed repairs to company personnel.
- Planned and adjusted routes for changing conditions with GPS equipment to minimise fuel consumption
- Managed technician inductions for well known companies (David Jones, Holcim, GE Money, Woolworths, Westpac & Suez etc.)
Procurement Officer
ADT Security
04.2018 - 04.2024
- Built relationships with vendors to negotiate ideal terms for purchases.
- Maintained detailed records of all procurement activities for reference purposes as well as for auditing and compliance.
- Developed strong partnerships with vendors to secure favourable pricing, payment terms, and delivery schedules.
- Managed procurement projects from initiation to completion, ensuring timely delivery of goods and services.
- Evaluated internal needs and developed plans for maintaining optimal supply levels.
- Input analysed and reported on data covering all aspects of procurement operations.
- Oversaw inventory control, accounting and supply reports.
- Identified new and more cost-effective suppliers through participation in industry networking events, purchasing advantageous packages and cutting costs.
Technical Services Operator
ADT Security
04.2018 - 04.2024
- Used effective verbal communication skills to instruct and direct crews during shifts, built team consensus and accomplish important project milestones.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
- Implemented troubleshooting techniques to alleviate service rig operating issues and maintain optimal performance.
- Kept projects on schedule by overseeing work performance and verifying punctual arrival of crew for required shifts.
- Organised continued operations for rig by creating and overseeing daily preventative maintenance program.
- Provided technical and engineering information to third-party technical support personnel during collaborative projects.
- Monitored call queues, call volumes and other performance metrics to detect and rectify weaknesses in response times and measures.
Property Management Assistant
Laing + Simmons
01.2016 - 12.2018
- Assisted property manager in conducting regular inspections to maintain property standards and address any issues proactively.
- Maintained positive relationships with tenants through clear communication and prompt responses to inquiries or concerns.
- Enhanced tenant satisfaction by promptly addressing maintenance requests and ensuring timely resolution.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Monitored premises, screened visitors, updated logs and issues passes to maintain security.
- Managed utilities, collected rent and conducted tours of the property for prospective.
- Prepared documentation and reports for office meetings, distribution and filing.
- Confirmed appointments, communicated with clients and updated client records.
Team Manager
Vinh Thanh Butchery
01.2012 - 01.2018
- Family Owned Business
- Led employee relations through effective communication, coaching, training, and development.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Remained calm and posed in high-stress dynamic environment to promote service to customers and staff
- Coordinated team collaboration to share ideas and build best practices.
- Developed new process for employee evaluation which resulted in marked performance improvements.
- Coached new sales staff on store policies and strategies for increasing revenue.
- Maintained optimal financial controls by following loss prevention procedures and protecting cash assets.
Crew Member
McDonald's
01.2012 - 12.2012
- 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.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Kept food preparation area, equipment and utensils clean and sanitary.
- Maintained high standards of customer service during high-volume, fast-paced operations
- Reported to all shifts on time, wearing neat, clean and unwrinkled uniform.
Education
Real Estate
Certificate of Registration
Australian College Of Professionals06.2017
High School Diploma -
Mary Mackillop Catholic College
Wakeley10.2014
Skills
- Invoicing Understanding
- Customer Relations
- Delivery Management
- Loyalty
- MS Office
- Professional Phone Etiquette
- Team Work & Collaboration
- Critical Thinking
- Flexible & Confident
- Due Dilligence
Certification
- Valid Working With Children's Check (WWCC)
- RSA & RCG Licence
- National Police Check
- NDIS Licence
- Security Licence
Timeline
Customer Service Specialist
Connecting Families
05.2024 - Current
Customer Establishment Representative
ADT Security
04.2018 - 04.2024
Service Delivery Coordinator
ADT Security
04.2018 - 04.2024
Procurement Officer
ADT Security
04.2018 - 04.2024
Technical Services Operator
ADT Security
04.2018 - 04.2024
Property Management Assistant
Laing + Simmons
01.2016 - 12.2018
Team Manager
Vinh Thanh Butchery
01.2012 - 01.2018
Crew Member
McDonald's
01.2012 - 12.2012
Real Estate
Certificate of Registration
High School Diploma -
Mary Mackillop Catholic College
- Valid Working With Children's Check (WWCC)
- RSA & RCG Licence
- National Police Check
- NDIS Licence
- Security Licence
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