JESSICA BARTOLO
Sydney,NSW
Summary
Dedicated team leader with a desire to take on new challenges. I started at the bank as a frontline customer service representative, and I was then recommended for executives to listen to my calls, which led to me helping out the new staff members and being given the opportunity to relieve a Team Leader. These experiences have led to me becoming a permanent leader. I take pride in my job and in helping my agents develop their own careers within the company.
Overview
6
6
years of professional experience
Work History
Team Leader
Commonwealth Bank of Australia
Sydney, NSW
09.2022 - Current
- Provided coaching and feedback on employee performance, encouraging professional development.
- Assisted with recruitment efforts by interviewing potential candidates.
- Monitoring team KPIs, and sending updates to the team.
- Tracking risk requirements and providing feedback on the spot to help reduce future risk.
- Scheduling team meetings for the casual space.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Weekly call reviews, complaint reviews, and adherence checks.
- Support the agents on their calls and in dealing with difficult customers.
Customer Service Representative
Commonwealth Bank of Australia
Sydney, NSW
11.2021 - 09.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Adhering to KPI targets.
- Informed customers about processed payments, and provided payment option setup assistance.
- Complaint management, resolved customer concerns, and escalated if applicable.
- Managed card disputes and assisted customers in identifying frauds/scams on their accounts.
- Educated the customers on how to minimise fraud and scams in the future.
Employment Consultant
APM
04.2021 - 11.2021
- Responsible for a caseload to assist job seekers gain and maintain employment
- Providing face to face assistance as well as making inbound and outbound calls
- Marketing to a variety of industries to create vacancies and assign the right client for the job
- Teach clients interview techniques, help create resumes and cover letters
- Obtain information from clients and employers to lodge claims when required
- Assist clients with accommodation, food vouchers and etc by calling organisations that can supply support
- Complete a variety of admin and reception task
- Exceed KPI's targets every month
Customer Service Representative
Australian Taxation Office
05.2020 - 05.2021
- Provided exceptional customer service
- Worked efficiently with the team to achieve excellent customer service experience
- Complete any assigned/required training as well as exceeding KPI's
- Promptly responded to emails
- Managed a variety of enquiries such as JobKeeper, early release of super, EFT, business and individual calls.
- Proactive inbound and outbound calling to maintain and build customer relationships
- Received positive customer feedback, exceed KPI's, excellent knowledge of products, delivered quality customer service, trained other staff on Jobkeeper and Cash Flow Boost, was assigned to the Jobkeeper team to help with hard enquiries and received highly developed QA feedback.
Customer Service Consultant
AMP Limited
08.2019 - 02.2020
- Provided exceptional customer service to meet the banking requirements of our customers
- Worked efficiently with the team to achieve assigned tasks and KPI's
- Completed any assigned/required training
- Continually strived to exceed the objectives that are set for you across all products and services.
- Managed existing and new clients with general enquiries, account opening/closing, transactions and business banking enquiries
- Proactive inbound and outbound calling to maintain and build customer relationships
- Received positive customer feedback, exceed KPI's, excellent knowledge of products and delivered quality customer service.
Education
Certificate III & IV - Fitness
TAFE
Kingswood01.2018
Year 10 Certificate -
Emmaus Catholic College
01.2016
Skills
- Excellent written and verbal communication skills
- Strong computer skills
- Ability to work under pressure
- Ability to meet and exceed KPIs
- Excellent time management skills
- Strong problem-solving skills
- Able to identify and manage risk
- Team scheduling
- Complaint resolution
References
- Austin Bidgood (current manager), 0481 782 505
- Ryan Lisboa-Pinto (previous manager), 0449 964 282
Timeline
Team Leader
Commonwealth Bank of Australia
09.2022 - Current
Customer Service Representative
Commonwealth Bank of Australia
11.2021 - 09.2022
Employment Consultant
APM
04.2021 - 11.2021
Customer Service Representative
Australian Taxation Office
05.2020 - 05.2021
Customer Service Consultant
AMP Limited
08.2019 - 02.2020
Certificate III & IV - Fitness
TAFE
Year 10 Certificate -
Emmaus Catholic College
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