Lia Smith
Jane Brook,WA
Summary
Highly skilled and articulate inbound call center representative with a proven track record of providing accurate and friendly customer service. Efficiently handles a high volume of customer inquiries in a fast-paced environment, consistently meeting deadlines and adhering to strict metrics. Dedicated to fostering loyalty and strengthening customer relationships through exceptional experiences and valuable insights.
Overview
20
20
years of professional experience
Work History
IN-BOUND CALL CENTRE
Western Power
10.2020 - Current
- Self-motivated, with strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Handled high volume of inbound calls per shift to offer callers service information.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
- Improved first-call resolution rates by effectively utilizing resources and available tools.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Developed rapport with customers while maintaining a professional tone throughout conversations, resulting in higher satisfaction scores.
IN-BOUND CALL CENTRE (TEMP)
Western Power
10.2019 - 10.2020
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Logging fault issues in CMS
- Receiving emergency calls
- Liaising with customers to discuss their online enquiries
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Maintained high-quality service standards for all inbound calls, ensuring prompt and accurate assistance.
MEMBERSHIP TEAM (TEMP)
Western Australian Cricket Association
10.2018 - 10.2018
- Managed membership database, ensuring accurate record-keeping and timely communication with members regarding renewals and updates.
- Using Archtics software for member sign ups and membership renewals
- Providing customer service face to face, over the phone, and via email, promoting the WACA and Optus stadium to new and returning members.
OUTBOUND CALL CENTRE (TEMP)
St John Ambulance
09.2018 - 09.2018
- Email liaising with current and new clients,
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Exceeded daily outbound call quotas while maintaining high levels of customer satisfaction and engagement.
- Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
- Set up appointments with interested customers according to schedule availability.
BAR STAFF (CASUAL)
Claremont Bowls and Recreation Club
06.2018 - 09.2018
- Collaborated with team members to ensure smooth service during peak hours.
- Enhanced customer satisfaction by providing timely and efficient drink orders.
- Developed rapport with regular patrons, resulting in increased repeat business and loyalty.
- Ensured compliance with safety and sanitation regulations, promoting a safe working environment.
- Contributed to a positive atmosphere through friendly interactions with customers and colleagues.
INTERNSHIP
Telethon Kids Institute Labs
11.2017 - 05.2018
- Primer design using Benchling and Primer3
- Plasmid verification through PCR
- Restriction enzyme digest analysis and Sanger sequencing
- Gateway cloning for gene expression
- Bacterial cell culturing
- Plasmid DNA extraction from bacterial cultures.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
English as a Second Language Teacher
Various
01.2005 - 01.2010
- Developing creative learning materials and conversation oriented curriculums for students from grades 1 to 12
- Management of cross-cultural relationships
- Making decisions quickly and effectively in a classroom setting.
- Increased student confidence through regular feedback and personalized instruction.
- Educated students in basics of English grammar and conversational speaking.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
Education
Master of Science - Biological Science
Edith Cowan University
Joondalup01.2017
Bachelor of Science - Biological Science, Applied Chemistry
Edith Cowan University
Joondalup, WA11.2013
Skills
- Communication
- Active listening
- Customer relations
- Task management
- Learning and development
- Goal setting
- High-volume call centers
- Empathy and patience
- Call Control
Voluntary Positions
Telethon
- Attending various events throughout the year to assist in fundraising.
- Displayed customer assistance competencies and ensured that all customers received prompt and courteous service.
- Fundraising through raffle ticket sales with responsibilities including money handling, float and ticket reconciliation.
- Strong telephone communication skills taking donations from the public in the Telethon call centre.
Museum of Perth
- Assisting with research for the 'Artist at war' exhibit, including graphic design for the diary of the artist.
- Provide administrative support within the museum research centre.
- Handle stakeholders and family members involved with the exhibition., Stepped in to assist with other projects during periods of heavy workflow including oral history transcription.
Timeline
IN-BOUND CALL CENTRE
Western Power
10.2020 - Current
IN-BOUND CALL CENTRE (TEMP)
Western Power
10.2019 - 10.2020
MEMBERSHIP TEAM (TEMP)
Western Australian Cricket Association
10.2018 - 10.2018
OUTBOUND CALL CENTRE (TEMP)
St John Ambulance
09.2018 - 09.2018
BAR STAFF (CASUAL)
Claremont Bowls and Recreation Club
06.2018 - 09.2018
INTERNSHIP
Telethon Kids Institute Labs
11.2017 - 05.2018
English as a Second Language Teacher
Various
01.2005 - 01.2010
Master of Science - Biological Science
Edith Cowan University
Bachelor of Science - Biological Science, Applied Chemistry
Edith Cowan University
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