Lacey Swain
Hobart,TAS
Summary
I am ambitious, attentive, dedicated and have the ability to thrive in a challenging and demanding environment.
Whilst I hold experience in a variety of customer service environments, guaranteeing transferrable skills to many roles, I am seeking to expand my knowledge and skills in new atmospheres and roles.
Learning on the job is something that comes easily to me and I have great problem solving abilities, allowing a quick resolution of any issues at had whilst still prioritising efficiency and providing a positive customer experience.
Overview
8
8
years of professional experience
Work History
Service Delivery Officer
Department of Defence
01.2023 - Current
- Understanding customer queries and providing accurate and relevant assistance derived from Department supplied resources, as well as a customised experience tailored to each customer across a variety of different channels including phone lines and emails
- Providing affirmative peer to peer support, as well as being supportive towards our new staff by embedding the knowledge as well as maintaining a positive and respectful approach, as well as holding product training in preparation of taking calls
- Consistently upholding and adhering to the Defence Values and strive to be vigilant in ensuring I am respectful and achieve both my performance and results to a high standard
- Liaising with the product delivery team on matters such as clarifying or making suggestions for whiteboards, informing of incidents that have no need to be open, and providing feedback on product information and system
- Managing up to 40 calls per day as well as achieving individual goals for example maintaining my time in adherence of 94%, average handling time of 602 seconds
Team Leader
Myer
04.2019 - 12.2022
- Understanding and delivering the company values
- Maintaining a 'customer first mindset' ensuring customer satisfaction and a welcoming and comfortable experience for customers
- Ensuring customers are greeted and assisted on the service floor, as well as providing support 100+ customers per shift to make informed purchasing decisions
- Worked in multiple teams of 10 sales associates to boost and achieve KPI's, such as sales goals and units per transaction through constant communication and celebrating individual and team accomplishments
- Facilitated the acquisition of over $35k per week in revenue
- Encourage relationship building within the team for new customers and to secure returning custom
- Inputting and processing customer data to help create registries for multiple occasions, investigating stock take variance sheets and discovering inaccuracies and processing stock adjustments
- Built a strong rapport with line manager and teams across the store
- Assist management with daily tasks, such as preparing online returns for transfer, ensuring communications are read and passed on, guaranteeing offers are displayed clearly and are understandable, achieving budget, lead and supervise pleasantly by example.
Food and Beverage Attendant
Hotel Grand Chancellor
03.2018 - 08.2021
- Comprehensive experience in providing exceptional customer service in events ranging from small groups in the restaurant to larger events such as tour groups, weddings, functions and conferences
- Memorized 30+ menu items and both daily and weekly rotating specials, enabling a personalized recommendation to guests
- Confidently managed complaints with grace and patience
- Adept at handling multiple guest requests and queries in a quick, courteous and professional manner, ensuring customers were warmly greeted and escorted to their assigned tables.
Customer Service Cashier
Woolworths
12.2015 - 08.2020
- This position involved constant interaction with customers, including effective and professional management of transactions, including resolving customer conflicts with returns and exchanges
- I was required to identify and processing various products according to their weight and type and successfully process a range of payment options including redemption of vouchers, rewards, cash and card
- This position included regular cleaning of registers, filling stock drawers, tallying tills and mopping of the floors.
Education
Certificate IV in Beauty Therapy -
TAFE
11.2018
Complete Year 12 -
Guilford Young College
12.2017
Skills
- Multitasking
- Service Recommendations
- Call Documentation
- Account Management and investigation
- Issue Research and troubleshooting
- Information Protection
- Computer Literacy
- Positive Attitude
- Call Centre Operations including inbound call management and telephone etiquette
- Data Entry
- Technical Support
- Attention to Detail
- Product Knowledge
References
- Natalie Hill, Service Delivery Manager, Dept of defence, Natalie.Hill3@defence.gov.au
- Helen Genaris, Manager, David Lawrence (within Myer), 0457 252 926, helengenaris@gmail.com
Timeline
Service Delivery Officer
Department of Defence
01.2023 - Current
Team Leader
Myer
04.2019 - 12.2022
Food and Beverage Attendant
Hotel Grand Chancellor
03.2018 - 08.2021
Customer Service Cashier
Woolworths
12.2015 - 08.2020
Certificate IV in Beauty Therapy -
TAFE
Complete Year 12 -
Guilford Young College
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