Kourtney Hoard
Bees Creek,NT
Summary
Knowledgeable customer service officer with solid background in customer service roles. Adept at resolving customer inquiries and managing complaints efficiently to ensure high satisfaction levels. Demonstrated ability to communicate effectively and handle multiple tasks in fast-paced environment.
Overview
20
20
years of professional experience
Work History
Customer Service Officer
MVR – NT Government
08.2024 - Current
- Fully trained in Frontline Operations & Verbal Testing
- Trained in concierge in helping customers make complex situations easier to understand and digest
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Regional and remote work in Tennant Creek and Katherine.
- Worked in fleet operations to assist dealers with high volumes on inquires and daily transactions.
- Worked in (VIF) Vehicle Inspection Facility assisting customer and inspectors with compliance and registrations.
- Work in contact centre managing approximately 65 incoming calls and emails per day from customers
Shop Manager
Telstra
01.2022 - 07.2024
- Maintained consistent high marks in customer service making sure the customer service was always the forefront of thought
- Developed future leaders and consultants throughout the Northern Territory with the necessary building skills with compliance in mind
- Telstra GE award for FY22 was awarded for going above and beyond for remote customers and establishing connection issues for Telstra service
- Running the largest Telstra store in the NT/SA successfully with a star rating of over 4/5 stars consistently for over 1 year running
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Managed inventory control, cash control, and store opening and closing procedures.
- Resolved customer complaints professionally and promptly, maintaining a positive brand image and enhancing customer loyalty.
- Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
Operations Specialist
Telstra
07.2020 - 01.2022
- Facilitated process for Telstra GO Repeater stationary and mobile for rural sites around Australia which is now used in all parts of the business and revised Our Knowledge information
- Acting Store Manager at TSN Alice Springs for 6 months January to June, in which I was able to improve the BAPP rating from 1.5 stars in H1 to 4.0 stars for H2
- Consistent values in operations specialist role which allowed me to assist in the opening of Project Tomato
- Participated in and championed the adoption-n of agile principles within the team to constantly improve the customer experience
- Demonstrated a strong sense of ownership within issues/orders presented and managed end to end delivery within designated time frames
- Built new relationships within key market participants and system vendors and effectively managed these relationships to maximize opportunities
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
Customer Advisor
Telstra
09.2019 - 07.2020
- Engaged in highly personalized consultations with our customers to explore how technology solutions can enhance their way of life
- Built return business through creating and managing customer relationships
- Delivered exceptional customer service and exceed expectations
- Achieved individual daily, weekly and monthly sales and customer service targets
- Drove professional development based on regular feedback, coaching and training sessions
- Demonstrated strong time management skills by effectively handling multiple customer interactions simultaneously while maintaining a high level of service quality.
- Answered customer service inquiries via telephone, email and chat platform to address customer needs and promote optimum outcomes.
Broadcaster/Social Media Influencer
Twitch
01.2015 - 09.2018
- Setup community with over 45,000 members within Twitch, Facebook, Twitter, and Instagram
- Event broadcaster in the gaming/social community for PAX and TwitchCon conventions
- Successful career as a social media Influencer allowing me to obtain sponsorship with Discord, XSplit, Blue Microphones and several other companies
- Provided a safe and fun established community for users of all ages and background by constant engagement and efficient marketing techniques
- Delivered high-quality reporting, commentary and analysis on both on-air and off-air environments.
- Increased audience engagement by incorporating social media and interactive elements into broadcasts.
- Coordinated live remote broadcasts, ensuring smooth transitions between studio and on-location reporting.
- Proactively pitched story ideas during editorial meetings, often resulting in assignments that showcased my unique perspective and expertise.
Tier 3 Xbox LIVE Escalation (Microsoft)
VMC
07.2013 - 01.2015
- Support for UA (Unauthorized Access) claims managed in balanced queue for quick SLA turnaround
- Very clear verbal and written communication in order to transfer precise instructions to customers over email
- Organized claims properly to keep time management to consistently meet all required goals without failure
- Enforced terms of use conditions to keep Xbox LIVE safe for all users of service
- Facilitated remote support sessions with clients, guiding them through troubleshooting steps and performing necessary system adjustments.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Claims Adjuster
Vehicle Administrative Services
06.2012 - 05.2013
- Managed 65 various roadside and road hazard claims for insurance and warranty companies throughout the United States
- Lead on a cosmetic vehicle contract (Express Systems, Inc.) and integrated multiple technicians throughout the United States for claims efficiency to complete over 500 claims a month
- Organized claims properly to keep time management between all clients and members with a 30 day or less time frame for completion
- Negotiated favourable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Verified insurance claims and determined fair amount for settlement.
AT&T U-verse Tier II Support
Pinnacle Technical Resources
11.2011 - 06.2012
- Cleared technical order issues for Internet, VoIP, and TV services for quality customer experiences
- Problem solved common and difficult home networking issues to make service integration seamless
- Practiced first time technical resolution and provided customer education and rated #1 consecutive on the floor for 3 months
- Contributed to the development of knowledge base articles, enhancing the availability of self-service resources for end-user.
- Conducted remote diagnostics and repairs as needed, minimizing disruptions for clients experiencing technical difficulties outside business hours.
Verizon FIOS Tier II Support
Televista Communications
03.2011 - 10.2011
- Answer incoming inquiries, respond to customer questions and solve problems according to standardized procedures while maintaining a courteous manner
- Maintained services for both residential and business customers for technical assistance
- Received achievement award for 'High First Ticket Resolution'
- Skilled at working independently and collaboratively in a team environment.
Family Room Specialist/Apple Genius
Apple
06.2010 - 02.2011
- One to One Training that provides customers the knowledge base to use Apple Operation Systems and well as attachments that will help them improve their everyday lives.
- Technical assistance and maintenance on iPod, iPhone, and all Apple systems of every generation so that no one system would lack attention to detail required improving system readiness.
- Data fulfillment from existing computer equipment to any new Apple purchase per customer satisfaction.
- Coordinated appointments between clients and technicians for efficient service delivery, minimizing wait times and enhancing customer satisfaction levels.
- Conducted personalized product demonstrations to educate customers on device functionality and features.
- Assisted customers in selecting the appropriate devices and accessories for their needs, resulting in increased sales.
- Organized promotional events within the Family Room space that showcased new products, driving store traffic and boosting sales.
Computer Specialist/Geek Squad
Best Buy
09.2009 - 05.2010
- Troubleshoot and resolve Windows XP/Vista/7 and basic Apple OS X problems
- Facilitated the complete solution of product sales, upgrades, installations and service in store
- Developed training materials and conducted workshops for employees, increasing overall computer literacy within the organization.
- Established strong relationships with clients by delivering excellent customer service through timely communication and followups.
- Provided exceptional technical support, resolving complex issues promptly and effectively for end-user.
- Implemented robust cybersecurity measures to protect sensitive data from unauthorized access or breaches.
Personnel Administrator
United States Marine Corps
05.2005 - 06.2009
- Supervised an administrator office of 10 junior level Marines.
- Prepared operation orders and handled transition of new duty orders.
- Designed and implemented internal training for supervisors and other personnel.
- Cross-trained to cover other personnel staff duties to facilitate office management.
- Assisted employees with career development opportunities through coaching and mentoring initiatives.
- Maintained accurate personnel records in compliance with state and federal regulations, safeguarding employee privacy rights.
- Established policies and procedures that promoted a safe working environment free from discrimination or harassment issues.
Education
Information Systems and Technology -
University of Phoenix
Phoenix, AZ10-2014
Administrative Clerk Graduate -
Camp Johnson Marine Corps Base
North Carolina01.2006
Diploma -
Desoto High School
Desoto, TX01.2005
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
Call Center Operations
Timeline
Customer Service Officer
MVR – NT Government
08.2024 - Current
Shop Manager
Telstra
01.2022 - 07.2024
Operations Specialist
Telstra
07.2020 - 01.2022
Customer Advisor
Telstra
09.2019 - 07.2020
Broadcaster/Social Media Influencer
Twitch
01.2015 - 09.2018
Tier 3 Xbox LIVE Escalation (Microsoft)
VMC
07.2013 - 01.2015
Claims Adjuster
Vehicle Administrative Services
06.2012 - 05.2013
AT&T U-verse Tier II Support
Pinnacle Technical Resources
11.2011 - 06.2012
Verizon FIOS Tier II Support
Televista Communications
03.2011 - 10.2011
Family Room Specialist/Apple Genius
Apple
06.2010 - 02.2011
Computer Specialist/Geek Squad
Best Buy
09.2009 - 05.2010
Personnel Administrator
United States Marine Corps
05.2005 - 06.2009
Information Systems and Technology -
University of Phoenix
Administrative Clerk Graduate -
Camp Johnson Marine Corps Base
Diploma -
Desoto High School
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