Kiandra Hargreaves
Summary
Motivated individual who is performance-driven with meticulous analytical and technical skill sets. Multi-talented individual consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
Work History
Analyst - Business Registry Support
Australian Taxation Office
01.2022 - Current
- provide help desk assistance and expert technical advice to internal stakeholders on complex customer enquiries and transactions to support effective decision making.
- researches, interprets and applies legislation and policies to draft, review and update reference material and information resources for Registry Operations.
- shares knowledge and expertise through training and coaching to support capability growth in others.
- apply Quality Assurance frameworks and provide feedback to ensure quality standards are achieved.
- develop and implement tailored solutions to resolve complex issues raised from both internal and external stakeholders.
- actions data fixes to ensure the register is correct.
- present complex information to varied audiences via both written and verbal channels.
- held meetings to communicate new policies and procedures to appropriate personnel.
Customer Service Officer
Australian Taxation Office
10.2019 - 01.2022
- provided basic technical support for clients on wide range of online service products
- provided primary customer support to customers in fast-paced call environment
- educated customers on online services to promote registry services
- entered customer interaction details in the database to track requests, document problems and record solutions offered
- evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- ensuring each call taken is executed within the quality assurance guidelines to maintain excellent customer service
- respond to customer online queries while adhering to ATO style guides and templates
- confidently provide customer service displaying empathy, ATO knowledge and able to interpret the customers needs
- process specialist documents within the set timeframe whilst following set procedures
- completed all paperwork, recognizing any discrepancies and addressing them in a timely fashion.
Customer Service Manager
4wd Supacentre
07.2017 - 07.2019
- Assumed ownership over team productivity and managed work flow to increase customer satisfaction scores from 69% to 87% in two months.
- Managed total department call volume of 2,000 inbound calls per day and coordinated department schedules to maximize coverage during peak hours.
- Hired, managed, developed and trained staff, established and monitored staff goals of 110 contacts a day, conducted performance reviews and administered salaries for staff.
- Manage a team of 23 staff to maintain benchmark call answer rates of 90% while achieving daily performance measures.
- Resolving customer escalations in a positive manner while following company policy and procedure.
- Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media.
Sales Representative
Radio Rentals
08.2016 - 07.2017
Store Manager
Skechers
07.2014 - 08.2016
Store Manager
Factorie
04.2013 - 07.2014
Education
Year 12 Certificate -
Lake Tuggeranong College
Caroline Chisholm School
Available Upon Request -
References
Skills
- Personnel training and development
- Budgeting and reporting
- Excellent time management skills
- Customer relations
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Sale expertise
- Social media engagement
- Customer-focused
- Effective problem solver
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- Data entry
- Team leadership
- Social media marketing
Timeline
Analyst - Business Registry Support
Australian Taxation Office
01.2022 - Current
Customer Service Officer
Australian Taxation Office
10.2019 - 01.2022
Customer Service Manager
4wd Supacentre
07.2017 - 07.2019
Sales Representative
Radio Rentals
08.2016 - 07.2017
Store Manager
Skechers
07.2014 - 08.2016
Store Manager
Factorie
04.2013 - 07.2014
Year 12 Certificate -
Lake Tuggeranong College
Caroline Chisholm School
Available Upon Request -
References
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