Kaycee Maddocks
Experienced Customer Service Officer
Engadine ,NSW
Summary
Dedicated and reliable Customer Service Officer and previously Assistant Manager with more than 9 years of experience and an overall passion for customer service.
I am seeking a role where I can showcase the skills I have developed in my career so far and continue to develop myself more as i progress into the role.
I am a proactive leader with excellent organisation skills and a confident communicator who is committed to providing outstanding support to customers both over the phone and face to face.
I have an empathetic approach and exceptional listening skills and strive to exceed customer expectations.
My personable nature, drive and exceptional time management abilities have contributed to my success thus far.
Overview
10
10
years of professional experience
Work History
Customer Service Officer - Call Centre
Sutherland Shire Council
Sutherland , NSW
2023.08 - Current
- Provided customer service in a courteous and professional manner.
- Answered customer inquiries via telephone, email and face-to-face contact.
- Resolved customer issues in an efficient and timely manner.
- Maintained accurate records of customer interactions.
- Performed follow-up calls to ensure customer satisfaction and keep the customer appropriately informed.
- Developed strategies to improve customer service processes and procedures.
- Handled customer complaints and disputes in a professional manner.
- Collaborated and communicated with other departments within the organisation to ensure customer expectations are met.
- Handled fast-paced customer inquiries each day to consistently meet productivity and performance targets.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximise team performance.
- Collaborated with other team members - sharing knowledge, promoting continuous improvement and contributing to a culture based on teamwork.
Optical Dispenser/Supervisor
Specsavers
Hurstville , NSW
2016.09 - 2023.08
- Managed a team of 20 staff members, ensuring they were delivery the highest level of customer service at all times.
- Sold and recommended Eyewear products, merchandise and services in retail and clinical settings in order to drive company revenue and meet customer needs.
- Processing health fund claims, medicare billing, private fees and refunds.
- Scheduled appointments, maintained accurate patient records and assisted with preliminary testing.
- Investigated and resolved customer complaints.
- Managed incoming telephone calls on a multi phone line system, took messages and directed callers to personnel.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Trained and mentored new staff members to ensure they have the knowledge they need to succeed in the business.
- Pretested patients prior to optometrist examination assessing pressures, visual acuities and autorefraction.
- Conducted specialised tests such as field of vision assessment and OCTs.
Receptionist
Ian Sinclair Optometrist
Engadine , NSW
2014.01 - 2016.09
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Processed payments and updated accounts to reflect balance changes.
- Greeted incoming patients and verified paperwork to manage smooth intake processes.
- Maintained front office cleanliness and organised supplies to increase productivity.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Developed strong relationships with customers by providing personalised assistance and support.
Education
Certificate IV Optical Dispensing -
ACOD - Australasian College of Optical Dispensing
Sydney 03.2019
Certificate III Business Administration Medical -
Gymea TAFE NSW
Gymea 07.2016
High School Certificate -
Engadine High School
Engadine 12.2013
Skills
- Customer Service
- Problem-Solving
- Attention to Detail
- Payment Processing
- Leadership skills
- Communication skills
- Time management
- Teamwork
- Organsiation
- Patience & Empathy
- Business Operations Understanding
- Administrative Support
Timeline
Customer Service Officer - Call Centre
Sutherland Shire Council
2023.08 - Current
Optical Dispenser/Supervisor
Specsavers
2016.09 - 2023.08
Receptionist
Ian Sinclair Optometrist
2014.01 - 2016.09
Certificate IV Optical Dispensing -
ACOD - Australasian College of Optical Dispensing
Certificate III Business Administration Medical -
Gymea TAFE NSW
High School Certificate -
Engadine High School
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