Jess Lago
Customer Service & Administration Officer
Canterbury
Summary
Highly driven Customer Service Representative with a proven track record at TheirCare, excelling in problem-solving and communication. Adept at managing complex enquiries and administrative tasks, I leverage strong attention to detail and organizational skills to enhance customer satisfaction and streamline operations. I am committed to delivering exceptional service and support.
Overview
9
9
years of professional experience
2
2
Certifications
Work History
Customer Service Representative
TheirCare
07.2024 - Current
- Handling phone and email enquiries from diverse stakeholders to resolve issues and provide accurate information.
- Supporting families with account management and Child Care Subsidy claims, applying strong knowledge of internal systems and Centrelink processes.
- Overseeing prescribed administrative tasks, including processing and maintaining Additional Child Care Subsidy applications, managing NDIS account billing and handling EFT payments, and completing various ad hoc responsibilities.
- Managed diverse administrative responsibilities in the NDIS department, guiding families through their NDIS plans, liaising with support coordinators & plan managers to ensure accurate billing in line with funding allocations.
- Handling customer complaints with empathy, liaising with management to ensure efficient resolution.
- Supporting operations management to resolve administrative issues on request.
- Coordinating a significant volume of enquiries from schools and families across multiple states.
Cafe Manager
Bunnings Warehouse
01.2021 - 07.2024
- Oversaw daily cafe operations.
- Educated cafe staff on new systems and procedures to maintain smooth workflow.
- Managed inventory including daily orders, product placement and stock organization.
- Multitask simultaneous operational duties including: upholding food safety standards, making beverages and inventory management
- Operated espresso machines and other equipment with precision and efficiency
- Communicated with customers in a friendly and professional manner, taking orders and offering recommendations, resolving disputes.
- Independently managed our product range to cater to changing consumer sentiment and dietary requirements.
Support Team Member
Bunnings Warehouse
11.2016 - 06.2021
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Processed refunds and exchanges in accordance with company policy.
- Effectively and independently de-escalated customer complaints and disputes.
- Applied expert product knowledge to assist customers in locating items.
- Restocked and organized merchandise in front lanes.
- Greeted customers entering store and responded promptly to customer needs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Bachelor of Arts -
Monash University
Clayton 04.2001 -
VCE -
Mount Waverley Secondary College
Mount Waverley 04.2001 -
Bachelor of Film, Television And Animation -
Deakin University
Burwood, VIC 04.2001 -
Skills
Strong attention to detail
Excellent written & verbal communication
Proactive learner
Excellent organisation skills
Great under pressure
Strong problem solving skills
Certification
Food safety supervision
References
Available upon request
Timeline
Customer Service Representative
TheirCare
07.2024 - Current
Prepare and serve espresso coffee
09-2023
Food safety supervision
07-2023
Cafe Manager
Bunnings Warehouse
01.2021 - 07.2024
Support Team Member
Bunnings Warehouse
11.2016 - 06.2021
Bachelor of Arts -
Monash University
04.2001 -
VCE -
Mount Waverley Secondary College
04.2001 -
Bachelor of Film, Television And Animation -
Deakin University
04.2001 -