Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

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 -

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Jess LagoCustomer Service & Administration Officer