Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Leanne Mitton

OLD REYNELLA,SA

Summary

I am dedicated Customer Service Specialist providing skills to prioritise and multi-task in a fast-paced working environment. I successfully work as part of a team to reach personal and business goals. I am known for successfully handling escalated customer support issues.

My experience in debt management demonstrates my ability to handle sensitive situations and negotiate solutions that are beneficial to both parties. My background as a Personal and Executive Assistant shows my organisational skills and attention to detail, making me a well-rounded candidate for roles that require both customer interaction and administrative support.

My active listening and negotiation skills have directly contributed to resolving complex customer issues, and my approach of empathy has led to positive outcomes and maintained customer satisfaction.

I bring a sense of humor and positivity to my team and customer interactions which are great assets, fostering a positive team culture and enhancing team morale.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Customer Service Coordinator

ACH Group
10.2022 - Current
  • Team Leadership: Lead, mentor, and manage a team of customer service representatives
  • Set performance goals, provide training, and conduct regular performance evaluations
  • Customer Interaction: Handle escalated customer inquiries or complaints, ensuring timely and effective resolution
  • Act as the main point of contact for internal and external parties
  • Process Improvement: Analyse customer service processes and implement improvements to increase efficiency and customer satisfaction
  • Develop and refine policies and procedures
  • Performance Monitoring: Track and report on key performance indicators (KPIs) related to customer service, such as response times, resolution rates, and customer satisfaction scores
  • Strategy Development: Work with senior management to develop customer service strategies that align with company goals
  • Plan and implement new initiatives to enhance the customer experience
  • Feedback Management: Collect and analyse customer feedback to identify areas for improvement
  • Implement changes based on customer insights to improve service quality

Debt Management Officer

ACH Group
08.2016 - 10.2022

Administration Officer

Seymour College
09.2015 - 08.2016

Debt Account Manager

NCML
06.2013 - 08.2015

Credit Controller / Debt Manager

ACM
03.2011 - 06.2013

Call Centre Team Member

WESTPAC
02.2007 - 03.2011

Homestay Coordinator

Woodcroft College
02.2005 - 11.2006

Various EA and PA Roles

UniSA
11.1999 - 01.2005

Education

Bachelor of Arts - Double Major - Communication and Media Studies

UniSA
01.2001

Skills

  • Ability to prioritise tasks
  • Ability to work under pressure
  • Active listening and negotiation
  • Administrative support
  • Agenda and Minute Preparation
  • Analytical skills
  • Banking and EFTPOS
  • Booking meetings
  • Calendar management
  • Communication
  • Creating Policies and Procedures
  • Creating presentations
  • Customer-centric mindset
  • Customer service excellence
  • Empathy and understanding
  • Excellent time management skills
  • Financial management
  • Formatting and proofing documents
  • Front Reception experience
  • Leadership ability
  • Maintain Confidentiality
  • Making travel arrangements
  • Onboarding and Orientation of staff
  • Organising events
  • Process Improvement
  • Roster Management
  • Strong knowledge of Office 365
  • Strong written and verbal communication skills

Certification

  • C Class Drivers License
  • Mental Health First Aid
  • EFTPOS Experience - Business online Portal Banking experience
  • Microsoft Office Suite - Highly skilled (outlook, word and excel)

Timeline

Customer Service Coordinator

ACH Group
10.2022 - Current

Debt Management Officer

ACH Group
08.2016 - 10.2022

Administration Officer

Seymour College
09.2015 - 08.2016

Debt Account Manager

NCML
06.2013 - 08.2015

Credit Controller / Debt Manager

ACM
03.2011 - 06.2013

Call Centre Team Member

WESTPAC
02.2007 - 03.2011

Homestay Coordinator

Woodcroft College
02.2005 - 11.2006

Various EA and PA Roles

UniSA
11.1999 - 01.2005

Bachelor of Arts - Double Major - Communication and Media Studies

UniSA
Leanne Mitton