Leah Phillips
Kearsley,Australia
Summary
Experienced professional with a strong background in fast-paced environments, skilled in resolving customer inquiries and enhancing satisfaction. Proven ability to motivate teams, improve performance, and foster positive customer relationships. Dedicated to delivering exceptional service, sharing best practices, and contributing to business growth and success.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
SERVICE NSW
03.2024 - Current
- Use a thorough knowledge of information resources and Service NSW operating practices to resolve and record customer complaints and escalate any unresolved issues
- Ensure customer difficulties arising from complex agency transactions are accurately resolved, recorded and unresolved issues are escalated through appropriate channels
- Successfully complete activities as required to support the provision of service delivery and comply with privacy requirements and legislative obligations ensuring confidentiality, privacy and integrity of information is not compromised
- Effectively resolve complex agency-specific enquiries through utilisation of various complex agency specific digital data storage systems
- Work within a high volume, high pressure and constantly evolving contact center environment
- Adapt to changing priorities, rotating shift patterns and achieve both individual and team KPIs within defined service standards
- Deliver expert specialist assistance across both basic and complex agencies and campaigns
- Accept enquiries across multiple skill types simultaneously, providing seamless transition from one enquiry type to another
- Professionally resolve enquiries and complaints from customers that present with uncooperative, disruptive or abusive behaviors whilst adhering to business compliance requirements and ensuring consistent application of policies, guidelines, procedures and legislation
Senior Customer Service Officer
Coonamble Shire Council
09.2023 - 04.2025
- Maintaining high levels of customer service both internally and externally through all forms of communication
- Providing professional customer service and conflict resolution skills, including the use of effective listening and questioning techniques to identify and respond to customer enquiries at first point of contact
- Providing accurate information and assistance to ratepayers, external and internal customers, by handling telephone, counter and electronic enquiries
- Handling money, ensuring payments are receipted and allocated correctly and tills balanced and reconciled daily
- Reconciliation and balancing of transactions, including bank reconciliation
- Recording information about enquiries and complaints, forwarding such information to relevant staff, using prescribed formats such as Council's Customer Request System
- Filing of Council general and property documents
- Auditing such files to ensure they are up to standard
- Frequent use of MS Word, Excel, Outlook and Practical systems
Management & Customer Service
Jen's At East End
05.2016 - 09.2023
- Deliver remarkable customer service experiences by taking orders, preparation of products and delivering orders
- Putting names to faces and even voices to give customers the satisfaction of personalised service
- Volunteer for additional work before AND after work hours to maintain the most efficient and effective work environment
- Using my strong numerical skills, I have handled the receiving and processing of banking transactions which in turn has awarded me with further knowledge on professional cash handling procedures
- Monitor customer satisfaction and feedback, reporting and responding to issues as promptly and effectively as possible
- Following and maintaining all safety precautions
- Ensuring all equipment and staff are up to date with protocols
- Training new staff in all areas, walking them through the initial steps and monitoring the work given as well as giving feedback to encourage motivation and improvement
- High attention to detail when producing work schedules surrounding holidays, peak work hours and employee work-home life
- General cleaning and maintenance of store and appliances within to uphold a high level of cleanliness in my surrounding environment
- Immaculate organisational skills to ensure all tasks are completed to a satisfactory level by the appropriate time
- Frequent usage of Xero Payroll Software when organising payroll for all new and previous employees
Customer service
Woolworths Cessnock
11.2020 - 06.2021
- Serving customers in a happy welcoming manner to provide a pleasurable experience
- Recommending and selecting products to best suit customers needs and desires
- Using my experience and knowledge to describe the products and their use to assist customers in the selection of their products
- Operation of an electronic POS system where I commute sale prices, total purchases and receive a cash or credit payment
- Counting cash within the register to make deposits, balance cash drawers to suit store policies and security practices
Education
High School - Business Studies, Legal Studies, Advanced English, Advanced Mathematics
Cessnock High School
Cessnock11.2021
Skills
- Customer service
- Conflict resolution
- Payment processing
- Record keeping
- Data entry
- Microsoft Excel
- Team collaboration
- Attention to detail
- Time management
- Effective communication
References
References available upon request.
Timeline
Customer Service Representative
SERVICE NSW
03.2024 - Current
Senior Customer Service Officer
Coonamble Shire Council
09.2023 - 04.2025
Customer service
Woolworths Cessnock
11.2020 - 06.2021
Management & Customer Service
Jen's At East End
05.2016 - 09.2023
High School - Business Studies, Legal Studies, Advanced English, Advanced Mathematics
Cessnock High School
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