Julia Nitert
Fitzroy,VIC
Summary
An administration, customer service and office support professional, efficient with background in resolving customer inquiries and complaints. Proven ability to handle complex customer issues and achieve high satisfaction rates. Demonstrated skills in active listening and effective communication. Knowledgeable with a robust background in managing front-desk operations and administrative tasks and adept at handling multi-line phone systems, scheduling appointments, and managing office supplies. Excel in team collaboration and adaptable to evolving workplace needs. Known for excellent communication skills, reliability, and proactive approach to problem-solving.
Overview
16
16
years of professional experience
Work History
Customer Service Resolution Specialist
Ticketmaster
10.2023 - Current
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Leveraged extensive product knowledge to provide accurate information and guidance to customers.
- Oversaw peer mentorship program designed to promote knowledge sharing among Customer Service Resolution Specialists.
- Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
- Fostered culture of continuous improvement within teams by proactively identifying potential process improvements.
- Developed comprehensive understanding of company products and services to better assist customers with inquiries.
- Assisted in the development of new customer service policies and procedures, resulting in increased efficiency.
- Assisted management with implementation of new initiatives aimed at improving overall departmental performance.
- Served as escalation points for challenging cases, helping resolve them quickly and effectively while preserving client relationships.
- Cultivated positive relationships with customers through active listening, empathy, and genuine concern for their needs.
- Maintained thorough documentation of all customer interactions, streamlining follow-up processes and facilitating collaboration among team members.
- Provided personalized support to customers, ensuring their needs were thoroughly addressed.
- Managed high call, zendesk and email volumes (upwards of 80 per day) while maintaining exceptional service quality and professionalism.
- Collaborated with global teams to resolve customer complaints and drive customer experience.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Identified and resolved discrepancies and errors in customer accounts.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved accounting, service and delivery concerns.
- Liaised with management teams to develop solutions and accomplish shared objectives.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Receptionist / Admin Assistant
Mushroom Group
12.2019 - 12.2022
- Started here as Receptionist (and office support/administration across all labels in the company), and then took on additional administration work for Premier Arts booking agency within a month (involving administration of bookings, including queries)
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Addressed a wide range of enquiries and issues, from assisting with online bookings to organising ticketing refunds
- Resolved customer problems and complaints.
- Maintained informative, accurate data, whether reporting on ticket sales or tracking online booking activity
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Represented the organisation (and events) in a positive, impactful manner, including as social media liaison
- Responded to inquiries from callers seeking information.
- Coordinated safe, efficient product deliveries, domestically and international (incl urgent courier requests)
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Kept front-of-house presentable and organised, ensuring adequate, functional supplies and equipment
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Assured smooth-running calendars and schedules, such as for board/meeting rooms (incl for celebrity visits)
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Contributed to cost-efficient operations, whether negotiating contractor projects or finding other suppliers
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Oversaw building functionality/maintenance, organising repairs as well as day-to-day tasks (e.g gardening)
- Assisted with internal and external marketing/networking tasks, such as staff socials and Christmas mail-outs
- Provided flexible and proactive administrative support, including additional tasks/responsibilities as required
- Demonstrated high-level administration capabilities, leading to requests to both train and mentor other staff
- Recently brought into Love Police ATM as a part of The Mushroom Group company to build customer service platforms for staff to be able to give their customers great experiences and point of calls for their orders, order issues and enquiries
Customer Service Representative
Afterpay Touch
04.2019 - 12.2019
- Taking this opportunity to strengthen and expand on existing customer service capabilities, I was soon after offered the above role with Mushroom Group, also involving administration in a creative industry.
- Recognised as a high-performing staff member, asked to move into the customer escalation team within first month
- Conveyed attentiveness and understanding when handling challenging situations (e.g
- Financial hardship)
- Gathered highly confidential information in professional and respectful manner, assuring customer privacy
- Resolved a range of issues/concerns, taking the time to fully comprehend and tailoring relevant responses
- Uphold strict customer service standards/policies, such as aligning with engagement/questioning protocols
- Achieved daily performance targets and KPIs, set and monitored by both myself and senior management
- Took on senior-level responsibilities based on robust customer service abilities, such as escalated complaints
- Capably used various systems and technologies, including internal databases/portals and email platforms
- Contributed to a cohesive and supportive team environment, such as actively participating in brainstorming and other problem-solving sessions, including from a lessons learnt perspective (e.g
- Challenging customers)
- Engaged with all parties in a constructive and resourceful manner, helping to ensure functioning accounts
- Established trust and rapport with both internal and external stakeholders, via calming, attentive approach
- Reduced the need to escalate customer issues/enquiries, providing clear, open explanations and answers
Customer Service Assistant
Windsor Castle Hotel
03.2018 - 04.2019
Customer Service Supervisor
The Vic Bar
02.2017 - 11.2017
Customer Sales & Service Representative
Carlton United Breweries
05.2013 - 12.2015
Customer Service Assistant
Carlton Hotel
12.2012 - 05.2013
Store Manager / Customer Sales Assistant
Nobody Jeans
07.2008 - 11.2012
Education
Certificate IV - Photography
RMIT University
Roebourne, WANo Degree - MENTAL HEALTH
HADER INSTITUTE
Melbourne, VIC01-2024
Skills
- Customer Service
- Office Administration
- Problem Solving
- Front-of-House/Reception
- Teamwork & Leadership
- Microsoft Office suite
- ERP systems
- CRM systems
- Adobe suite
- Call centre experience
- Reliability
- Multitasking
- Professionalism
- Complaint resolution
- Record-keeping
- Time management abilities
- Adaptability
- Billing Procedures
- Cultural Sensitivity
- Policy Adherence
- Organization and recordkeeping
- Credit card payment processing EFTPOS
Computer technical skills
- Microsoft Office suite (incl. Word, Excel & Outlook)
- ERP systems (incl. SAP)
- CRM systems (incl. Zendesk)
- Adobe suite (incl. PhotoShop, Illustrator Premier Pro & InDesign)
- PC and MAC
- Commodity trading systems (incl. Topaz)
- Messaging apps (incl. Slack)
- Workforce management tools (incl. Agyle Time)
- Digital experience platforms (incl. Core DNA)
- Email marketing platforms (incl. Campaign Monitor)
- PCI
- HOST
- TMI
- FIve9
- MPS - JIRA
References
Professional references available upon request.
Key supports kills
- Project Management (incl. Marketing Events/Initiatives)
- Customer Service (incl. Query/Complaint Resolution)
- Office Administration (incl. Diary & Meeting Coordination)
- Deliveries & Supplies (incl. International Couriers)
- Problem Solving (incl. Escalation of Technical Issues)
- Stakeholder Engagement (incl. Celebrities & Executives)
- Asset Management (incl. Building Maintenance & Repairs)
- Front-of-House/Reception/Secreterial (incl. Greeting Clients)
Timeline
Customer Service Resolution Specialist
Ticketmaster
10.2023 - Current
Receptionist / Admin Assistant
Mushroom Group
12.2019 - 12.2022
Customer Service Representative
Afterpay Touch
04.2019 - 12.2019
Customer Service Assistant
Windsor Castle Hotel
03.2018 - 04.2019
Customer Service Supervisor
The Vic Bar
02.2017 - 11.2017
Customer Sales & Service Representative
Carlton United Breweries
05.2013 - 12.2015
Customer Service Assistant
Carlton Hotel
12.2012 - 05.2013
Store Manager / Customer Sales Assistant
Nobody Jeans
07.2008 - 11.2012
Certificate IV - Photography
RMIT University
No Degree - MENTAL HEALTH
HADER INSTITUTE
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