Jessica Wolfenden
Saratoga,NSW
Summary
I am a motivated, responsible and versatile individual who always strives to achieve the highest standard possible at any given assignment. I possess excellent communication skills and enjoy working within a team environment. I have a strong desire to learn new skills and will work to the best of my ability at all times. I am a versatile asset to any company, as proven by my ability to over perform in multiple roles. I am experienced in contact centres, customer service, sales and customer service management, working towards and achieving KPI's and working to meet strict deadlines.
Overview
12
12
years of professional experience
Work History
Customer Service Officer
DCS | The Long Service Corporation
07.2023 - Current
- Provide timely, accurate information and advice to customers, decision makers and other stakeholders on a wide
range of matters relating to regulatory and legislative obligations and entitlements to ensure compliance - Gathering information and evidence; and/or contribute to the preparation of timely and accurate internal and external
reports, correspondence, briefings and submissions to inform decision making - Maintain accurate and timely records and systems to ensure compliance, and the integrity of information provided to
customers and stakeholders to ensure quality outcomes
Engagement & Complaints Representative
DCS | NSW Fair Trading
02.2023 - 06.2023
- Providing a range of quality support and customer services to ensure dispute resolution services meet legislative and
business requirements. - Effectively administer all correspondence and records to ensure services are delivered in a timely manner.
- Assist in the development of an effective knowledge base and other initiatives to improve capability within the team
and support a culture of collaboration. - Identify and escalate potential risks, issues, or trends and escalate in line with processes and procedures to mitigate
harm.
Sale Leader (Company Voluntary Administration)
Deliveroo
09.2022 - 12.2022
- Responsible for the performance of 12 sales specialists
- Weekly performance meetings and presentations to Head of Sales and other senior leadership
- Manage and resolve customer complaints
- Phone sales and customer service
Responsible for creating and managing coaching processes that involved sales specialists and customers to optimise
business outcomes - Responsible for team engagement and morale
- Performance driven environment focusing on Sales, Customer Service, Quality Assurance and other contact centre
KPIs
General Insurance Senior Sales Leader
Teletech Australia (Qantas Insurance)
09.2018 - 09.2022
- Responsible for the performance of 20 sales specialists
- Working for ttec on behalf of Qantas Insurance to acquire new Insurance customers
- Weekly meetings and presentations with Qantas Insurance stakeholders
- Responsible for the recruitment process when onboarding new staff
- Continuously adapting and improving processes that involve sales specialists and customers to optimise business outcomes
- Strict KPI environment, focusing on Sales, Quality Assurance scores and contact centre call volume KPIs
- Had a large input into the set-up and launch of the General Insurance business for Qantas Insurance, designing and
implementing the core operating rhythm - Responsible for billing reports for the General Insurance contact centre team
Sales, Service and Retention Specialist
Teletech Australia - Qantas Insurance
10.2016 - 09.2018
Team Administrator/Executive Assistant
Hays Recruitment - Sydney
08.2015 - 10.2016
Part Owner/Store Manager
Cafe Aromas
01.2012 - 10.2014
Skills
- Understanding Customer Needs
- Customer Focus
- Resilience
- Complaint Handling
- Adaptability and Flexible
- Accountability
- Foster Teamwork
- Solve Problems
Areas Of Expertise
- Customer Service
- Team Management
- Performance Management
- Sales and Service Delivery
- Stakeholder Communication
References
- Tracey Cortez
Engagement & Complaints Officer - DCS IR Consumer - Sydney
tracey.cortez@customerservice.nsw.gov.au
+61 2 9289 1272
Further references available upon request
Timeline
Customer Service Officer
DCS | The Long Service Corporation
07.2023 - Current
Engagement & Complaints Representative
DCS | NSW Fair Trading
02.2023 - 06.2023
Sale Leader (Company Voluntary Administration)
Deliveroo
09.2022 - 12.2022
General Insurance Senior Sales Leader
Teletech Australia (Qantas Insurance)
09.2018 - 09.2022
Sales, Service and Retention Specialist
Teletech Australia - Qantas Insurance
10.2016 - 09.2018
Team Administrator/Executive Assistant
Hays Recruitment - Sydney
08.2015 - 10.2016
Part Owner/Store Manager
Cafe Aromas
01.2012 - 10.2014
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