Summary
Overview
Work History
Education
Skills
Phone Number
Personal Attributes And Skills
Previous Work Experience
Education Details
Roles And Responsibilities
Personal Information
References
Languages
Timeline
Generic

Laura Woodward

Miranda,NSW

Summary

Hello, My name is Laura and I am 31 years old. I have been employed in the customer service field for the past 15 years and call centres for the past 11 years. I have thoroughly enjoyed my time working in this field. I am looking to expand on my fun, exciting and positive experience in this area. I am a dedicated customer service professional with knowledge of service delivery and proven multitasking abilities. I am committed to maintaining professional relationships to increase profitability and drive business results. I am passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. I am proficient in customer service best practices and related options. I am organized and a dependable candidate successful at managing multiple priorities with a positive attitude. I am willing to take on added responsibilities to meet team goals.

Overview

14
14
years of professional experience

Work History

Customer service officer

Woolworths
02.2023 - 04.2024
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Communicated with clients regarding account services, statements, and balances.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Promoted company brand and unique offerings through personalized customer service.
  • Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.

Fraud officer

Cuscal
10.2022 - 02.2023
  • Promoted a proactive approach to fraud prevention by conducting regular audits and reviews of existing controls and systems.
  • Implemented robust authentication protocols, enhancing the overall security posture of the organization''s systems and applications.
  • Developed comprehensive risk assessment processes to proactively identify potential threats and vulnerabilities.
  • Reduced fraudulent activities by implementing stringent security measures and monitoring potential risks.
  • Investigated suspicious transactions, resulting in the timely identification and prevention of financial crimes.
  • Provided expert guidance to senior management on matters relating to fraud risk, ensuring informed decision-making and strategic planning.

Insurance claims officer

Sedgwick
03.2022 - 08.2022
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Medicare customer service officer

Datacom
12.2021 - 02.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.

Online shopper

Woolworths
10.2021 - 12.2021
  • Placed completed orders in labeled, temperature-appropriate storage pending customer pick up.
  • Consistently met deadlines and quality goals for accuracy and timeliness.
  • Reviews orders prior to pick up for accuracy and purchase-by dates.
  • Developed expert knowledge of products, enabling accurate guidance for customer purchases.
  • Collaborated with team members to achieve daily sales goals and optimize store performance.
  • Assisted customers in selecting appropriate products based on their needs, leading to increased satisfaction and repeat business.
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Memorized store layouts and planograms to fulfill orders using shortest, most efficient route.

Customer service officer

Services Australia
01.2021 - 10.2021
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Provided primary customer support to internal and external customers.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Communicated with clients regarding account services, statements, and balances.
  • Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Delivered prompt service to prioritize customer needs.

Customer service specialist

Stellar Asia Pacific
07.2018 - 05.2020
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Provided primary customer support to internal and external customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.

Claims consultant

NRMA Insurance
10.2017 - 05.2018
  • Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
  • Managed large caseloads effectively, prioritizing tasks to ensure prompt attention to urgent matters.
  • Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
  • Negotiated favourable settlements for clients, maintaining a high success rate in claim resolutions.
  • Continuously updated personal knowledge of industry trends and developments, ensuring the provision of accurate and relevant advice to clients.
  • Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
  • Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
  • Assisted clients in navigating insurance policies and understanding their benefits, promoting informed decision making.

Customer service officer

Department of Human Services
06.2013 - 08.2017
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Communicated with clients regarding account services, statements, and balances.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.

Cashier

Target Australia
11.2012 - 06.2013
  • Greeted customers entering store and responded promptly to customer needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Welcomed customers and helped determine their needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.

Door Greeter

Big W
10.2010 - 12.2012
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Maintained a welcoming atmosphere for all visitors, ensuring a positive first impression upon entering the store.
  • Assisted in reducing theft rates by diligently monitoring incoming and outgoing traffic at entrances and exits.
  • Improved guest satisfaction scores by consistently providing friendly and helpful interactions with each visitor.
  • Supported loss prevention efforts by adhering to company guidelines and reporting any concerns to appropriate personnel.
  • Enhanced customer satisfaction by greeting guests warmly and directing them to the appropriate department.
  • Ensured smooth flow of customer traffic by effectively managing entranceways during peak hours and special events.

Cashier

Woolworths
04.2011 - 10.2012
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.

Education

High School Diploma -

Warilla High School
Barrack Heights, NSW
12.2008

Skills

  • Customer Support
  • Complaint Handling
  • Data Entry
  • Customer Focus
  • Call Center Operations
  • Documentation And Reporting
  • Call center experience
  • Inbound Call Management
  • Records Maintenance
  • Database Research
  • Payment Processing
  • Call Documentation
  • Technical Support
  • Problem-solving abilities
  • Customer Service
  • Administrative Support

Phone Number

0487648595

Personal Attributes And Skills

  • Flexibility
  • Attention to detail
  • Friendliness
  • Quick thinker
  • Problem solver
  • Adaptability
  • Computer skills
  • Patience
  • Organisational skills
  • Quick learner
  • Communication skills
  • Empathy
  • Active listener
  • Outgoing personality

Previous Work Experience

  • Big W, Cashier, 10/2010 - 12/2012
  • Woolworths, Cashier, 04/2011 - 10/2012
  • Target Australia, Cashier, 11/2012 - 06/2013
  • Department of Human Services, Customer service officer, 06/2013 - 08/2017
  • NRMA Insurance, Claims consultant, 10/2017 - 05/2018
  • Stellar Asia Pacific, Customer service specialist, 07/2018 - 05/2020
  • Services Australia, Customer service officer, 01/2021 - 10/2021
  • Woolworths, Online shopper, 10/2021 - 12/2021
  • Datacom, Medicare customer service officer, 12/2021 - 02/2022
  • Sedgwick, Insurance claims officer, 03/2022 - 08/2022
  • Cuscal, Fraud officer, 10/2022 - 02/2023
  • Woolworths, Customer service officer, 02/2023 - 04/2024

Education Details

I completed my High School Certificate in November/December 2008.

Roles And Responsibilities

My previous role involved general customer service, crediting Everyday Rewards points to accounts, updating data/details on accounts, providing IT assistance with password resets and assistance logging into the Everyday Rewards app and website, and logging IT tickets for issues that are unable to be solved by general troubleshooting. I also assist customers with their enquiries via web chat and inbound telephone calls. My previous roles included duties such as general customer service and admin duties, assisting customers with IT issues, troubleshooting, cash handling, store cleaning and store security.

Personal Information

Date of Birth: 12/02/1993

References

  • Jess Wilson, Team Leader, Everyday Rewards, 0480149138, jessgardiner17@gmail.com
  • Fonz Taefu, Team Leader, Everyday Rewards, 0413813630, utaefu@woolworths.com.au

Languages

English
Native or Bilingual

Timeline

Customer service officer

Woolworths
02.2023 - 04.2024

Fraud officer

Cuscal
10.2022 - 02.2023

Insurance claims officer

Sedgwick
03.2022 - 08.2022

Medicare customer service officer

Datacom
12.2021 - 02.2022

Online shopper

Woolworths
10.2021 - 12.2021

Customer service officer

Services Australia
01.2021 - 10.2021

Customer service specialist

Stellar Asia Pacific
07.2018 - 05.2020

Claims consultant

NRMA Insurance
10.2017 - 05.2018

Customer service officer

Department of Human Services
06.2013 - 08.2017

Cashier

Target Australia
11.2012 - 06.2013

Cashier

Woolworths
04.2011 - 10.2012

Door Greeter

Big W
10.2010 - 12.2012

High School Diploma -

Warilla High School

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Laura Woodward