Krichelle White
Ballarat,VIC
Summary
Organised and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
SENIOR CUSTOMER SERVICE OFFICER
STATE REVENUE OFFICE
07.2023 - Current
- Update accurate employee information in payroll system to add changes in salary, bonuses and deductions
- Respond to employee enquiries to provide assistance with payroll-related questions
- Calculate wages, deductions and bonuses in accordance with company policies
- Respond to employee questions and requests for information in a timely and knowledgeable fashion
- Escalation calls - Provide expert guidance to colleagues (CSB) to resolve high-priority and complex issues by sharing knowledge
SUBJECT MATTER EXPERT
CONCENTRIX
10.2020 - 07.2023
- Support and coach staff in correct use of approved work instructions
- Provide floor support and learning sessions
- Provide reporting and summaries of individual quality performance
- Analyse problems and proactively identify issues for process improvement
- Manage client and internal escalations
- Identify performance and expectation gaps and facilitate resolutions
- Conduct new hire, upskilling and refresher training
- Document daily report cards during training of new staff intakes
- Monitor overall performance of the team
CASE MANAGER
CONCENTRIX
06.2012 - 10.2016
- Investigate and resolve customer complaints
- Liaising with internal stakeholders including senior management and dealerships
- Liaising with external stake holders when required to assist with positive customer experiences
- Maintaining confidential customer and client records/information via data entry and call logging
- Strong ability to deliver negative outcomes to aggressive customers while remaining calm and professional
Skills
- Verbal and Written Communication
- Organised
- High Attention to Detail
- Schedule Planning
- Proofreading
- Strong Customer Service
- Information Confidentiality
- Recording Meeting Minutes
Accomplishments
2022 Auscontact Excellence Awards - People Champion State Finalist
2022 Auscontact Excellence Awards - Hero State Finalist
REFERENCE
Dylan Thomas
Organisation: State Revenue Office
Position: Team Leader - Land Information Management
Phone: 0479 196 997
Email: Dylan.thomas@sro.vic.gov.au
Lee Rogerson
Organisation: State Revenue Office
Position: Team Leader - Business Revenue
Phone: 0429 516 822
Email: Lee.rogerson@sro.vic.gov.au
Lorna Dennis
Organisation: Concentrix
Position: Workforce Management Lead
Phone: 0428 256 726
Email: Lorna.dennis@concentrix.com
Timeline
SENIOR CUSTOMER SERVICE OFFICER
STATE REVENUE OFFICE
07.2023 - Current
SUBJECT MATTER EXPERT
CONCENTRIX
10.2020 - 07.2023
CASE MANAGER
CONCENTRIX
06.2012 - 10.2016
Similar Profiles
Daren NaidooDaren Naidoo
Senior Customer Service Officer at State Revenue OfficeSenior Customer Service Officer at State Revenue Office
RYAN CLARKSON-LEDWARDRYAN CLARKSON-LEDWARD
Review Officer at State Revenue OfficeReview Officer at State Revenue Office
Deborah QuilliamDeborah Quilliam
Senior Customer Service Officer at State Revenue OfficeSenior Customer Service Officer at State Revenue Office
Joshua JonesJoshua Jones
Assistant Store Manager at SUBWAY®RestaurantsAssistant Store Manager at SUBWAY®Restaurants
Adam DeanAdam Dean
Panel beater/Technician Specialist at Barry James Smash RepairsPanel beater/Technician Specialist at Barry James Smash Repairs