Kelly Alefosio
Springfield Central,QLD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Data Entry Operator
Sullivan Nicolaides Pathology
10.2023 - Current
- Completed data entry tasks with accuracy and efficiency.
- Maintained files, records, and chronologies of entry activities.
- Corrected data entry errors to prevent duplication or data degradation.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
- Processed large volumes of data quickly while adhering to strict formatting guidelines, enhancing overall output quality.
Accreditation Specialist
Latitude Financial Services
06.2014 - 12.2024
- Developed comprehensive training materials for staff members, fostering a culture of continuous learning and improvement.
- Communicated relevant project information to superiors and internal stakeholders.
- Enhanced accreditation process by streamlining documentation and record-keeping procedures.
- Created customized assessment tools for measuring performance against established benchmarks, supporting ongoing monitoring efforts across various units within the organization.
- Managed complex projects involving multiple departments, coordinating efforts to achieve shared objectives related to accreditation status maintenance or renewal.
- Achieved timely completion of accreditation projects through effective coordination with internal teams and external agencies.
- Ensured accuracy of accreditation reports, maintaining up-to-date records and tracking progress towards specific goals.
- Reviewed accreditation standards and evaluated compliance, identified challenges and proposed solutions.
- Assisted in the development of policies and procedures to support best practices for accreditation processes.
Booking Agent
Hello Home Doctor
09.2019 - 12.2019
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Maintained professionalism and courtesy while managing high call volumes during peak hours.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed emergency calls with professionalism and sensitivity, ensuring immediate response from appropriate personnel or authorities.
Call Centre Representative
Latitude Financial Services
01.2011 - 05.2014
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Collections Officer
Latitude Financial Services
12.2004 - 01.2011
- Maintained strong customer relationships through respectful communication and effective problem-solving techniques.
- Established positive rapport with clients, fostering trust and open lines of communication throughout the collections process.
- Managed a portfolio of delinquent accounts, effectively prioritising high-risk cases to minimise potential losses.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanour.
- Evaluated customer financial situations, offering tailored solutions that promoted successful repayments while minimizing risk exposure for the company.
- Contributed to departmental goals by consistently meeting or exceeding monthly collection targets.
Education
High School Diploma -
Nyanda State High School
Salisbury, QLD11.2003
Skills
- Data Entry
- Microsoft Office proficiency
- Office Administration
- Administrative Support
- Microsoft Office
- Workflow Management
- Meticulous attention to detail
- Professional and mature
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Multitasking
- Reliability
- Multitasking Abilities
- Salesforce Experience
Certification
Current Blue Card
Referees
Jodie Perkins - Supervisor - Sullivan Nicolaides Pathology
Email: jodie_perkins@snp.com.au
Phone: 07 4303 2336 ext 2336
Sally Dunn - Manager - Latitude Financial Services
Email: sallydunn08@gmail.com
Mobile: 0416366518
LinkedIn: https://www.linkedin.com/in/sally-dunn-37a166191
Timeline
Data Entry Operator
Sullivan Nicolaides Pathology
10.2023 - Current
Booking Agent
Hello Home Doctor
09.2019 - 12.2019
Accreditation Specialist
Latitude Financial Services
06.2014 - 12.2024
Call Centre Representative
Latitude Financial Services
01.2011 - 05.2014
Collections Officer
Latitude Financial Services
12.2004 - 01.2011
High School Diploma -
Nyanda State High School
Current Blue Card
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