Joeanne Caporn
Kwinana,Australia
Summary
I am a friendly and respectful Customer Service Officer with extensive experience in solving customer/client problems using tact and empathy when speaking and dealing with my customers. I am effective in handling direct customer inquiries, understanding customer service polices and guidelines executing updates to customers records and payments. I am committed to ensuring customer satisfaction by providing exceptional service and support to customers in need. I am open to exploring different solutions to address needs effectively and efficiently. I am organised and reliable candidate successful at managing multiple priorities with a positive attitude. I am happy to take on added responsibilities to meet team targets and goals. I am very happy to learn new things. I have a passion for helping other staff learn our processes correctly and within our guidelines to become the best Customer Service Officer’s they can be. Knowledge is power. I have a high level of experience with highly vulnerable people trying to navigate to the next phase of their life. Storing highly sensitive information.
Overview
1
1
Certification
Work History
Customer Service Officer
Centrelink and Medicare
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Address customer complaints and mitigated dissatisfaction by employing timely and on-point solutions or suggestions
- Assisted walk in customers as well as customers by appointment and by phone with questions and problem solving to get their requests finalised in a timely manner
- Completed data entry to record interview/call information and advice/action taken
- Managed payments and updated account balances and discussed subsequent effects of payments and services with customers
- Responded to customer requests for products, payments and services within agency guidelines and protocols
- Processed return payments and corrected payment options where required
- Trained team members on best practices and processes for better outcomes for our customers following our company guidelines and protocols
- Identified and resolved discrepancies and errors in customer records
- Responded to customer requests, offering excellent customer service with support and tailored recommendations to address customer needs
- Promptly responded to inquiries and requests from prospective customers
- Delivered exceptional customer service to every customer every time by leveraging extensive knowledge of products and services while creating welcoming, positive experiences
- Exhibited high energy and professionalism when dealing with clients and staff
- Trained new personnel regarding company operations, policies and services
- Promoted superior experience by addressing customer concerns, demonstrating empathy and understanding with resolving problems swiftly
- Respond pro-actively and positively to constant and rapid changes
- Follow up with customers about resolved issues to maintain high standards of customer service
- Follow up with customers with unresolved issues to keep them informed of any updates or process
- Maintained up-to-date knowledge of product, services and payments
- Sought ways to improve processes and services provided
- Delivered prompt service to prioritise customer needs
- Investigated and resolved customer enquiries and complaints quickly
- Optimised customer support by establishing collaborative service environments through targeted operational initiatives
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Developed highly empathetic client relationships and I have earnt a reputation for exceeding service standard goals
- Dealing with highly sensitive information with internal and external stakeholders
Postal Officer
Australia Post
Machine Operator
Various Employers
Truck Driver
Various Employers
Labourer
Various Employers
Bar Person
Various Employers
Cleaner
Various Employers
Sampler (Mining)
Various Employers
Education
Cert IV -
Business
Cert III and IV -
Lab Technologies
High School Diploma -
Skills
- Record creations
- Payment processing
- Document scanning
- Complaint handling
- Records maintenance
- Information protection
- Update and reconcile payments
- Technical support
- Quality assurance monitoring
- Call Centre
- Customer support
- Service recommendations
- Database research
- Researching information
- Working in multiple systems
- SAP
- CRM
- Mainframe
- Customer First
- Process Direct
Hobbies and Interests
- Painting
- Gardening
- Reading
Certification
- Working with Childrens
References
References available upon request.
Timeline
Customer Service Officer
Centrelink and Medicare
Postal Officer
Australia Post
Machine Operator
Various Employers
Truck Driver
Various Employers
Labourer
Various Employers
Bar Person
Various Employers
Cleaner
Various Employers
Sampler (Mining)
Various Employers
Cert IV -
Business
Cert III and IV -
Lab Technologies
High School Diploma -
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