Summary
Overview
Work History
Education
Skills
Timeline
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Liel Vinichnko

Melbourne,VIC

Summary

A dedicated university student with exceptional skills in customer service, transitioning seamlessly from hospitality to a role as a customer service consultant within the electricity industry. Demonstrates a successful track record spanning 5 years, adept at reducing customer dissatisfaction through attentive acknowledgment, decisive communication, and focused solutions. Fluent in two languages, diligent, and eager to contribute to my future team.

Overview

3
3
years of professional experience

Work History

Customer Care Consultant - Jemena

Startek
Melbourne, VIC
02.2024 - Current
  • Responded to customer inquiries regarding electricity applications through the Jemena EDP portal.
  • Collaborated with the Back of House team to assist customers with their application inquiries and escalated matters as needed.
  • Provided support to electricity retailers through effective communication and problem-solving.
  • Investigated cases of incomplete or denied electricity applications to ensure timely resolution.
  • Maintained compliance with company policies and procedures while delivering exceptional customer care and ensuring adherence to GOS (Grade of Service) standards above 80%.

Faults and Emergencies Consultant - Jemena

Startek
Melbourne, VIC
12.2023 - Current
  • Provided outstanding customer service and ensured the timely and accurate reporting of faults and emergency calls across our network.
  • Registered and managed customer expectations around faults and emergency response times in line with Service Level Agreements.
  • Demonstrated expertise in identifying and diagnosing electrical faults under high-pressure situations while maintaining service level agreements.
  • Dealt with both unplanned and planned electricity outages, ensuring customers received up-to-date information and coordinating with Jemena Control Room for a swift resolution process.
  • Offered basic troubleshooting support to customers to identify the source of electricity faults, facilitating swift resolution by dispatching crews promptly to restore supply when necessary.

English Tutor

Cluey Learning
Melbourne, VIC
02.2023 - 12.2023
  • Engaged students and made lessons entertaining to hold interest and encourage learning.
  • Evaluated student needs to set lesson goals.
  • Created and implemented individual lesson plans based on student learning styles.

Receptionist

Platinum Physio
Melbourne, VIC
09.2022 - 01.2023
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Answered and directed incoming calls using multi-line telephone system.
  • Processed payments and updated accounts to reflect balance changes.
  • Updated and recorded customer or client information to maintain accounts.

Shift Manager

Ormond McDonald's
Melbourne, VIC
06.2021 - 08.2022
  • Spearheaded daily operations, consistently upholding a high standard of service and operational efficiency.
  • Orchestrated and streamlined workflow across multiple departments, demonstrating adept organisational skills and strategic management.
  • Monitored and managed inventory levels to ensure adequate stock availability, optimising resources to meet customer demand and enhance profitability.
  • Implemented and upheld operational and safety protocols, fostering a secure and productive work environment for all team members.
  • Engaged in collaborative efforts with cross-functional teams, contributing to strategic decision-making and implementing effective strategies to enhance departmental performance while reporting to senior management.
  • Ensured key performance indicators (KPIs) were met across all sections of the restaurant, encompassing kitchen operations, front counter service, and drive-thru efficiency. Monitored and optimised KPIs related to timers, drive-thru efficiency, stock levels, cash flow, and other relevant metrics to maintain operational excellence and meet organisational goals.

Education

ClueyBachelor of Arts And Law (Honours) - International Relations And History

Monash University
Melbourne, VIC

Skills

  • Fast Learner
  • Adaptability
  • Leadership Skills
  • Ability to Work in a Team
  • Communication Skills
  • Critical Thinking Skills

Timeline

Customer Care Consultant - Jemena

Startek
02.2024 - Current

Faults and Emergencies Consultant - Jemena

Startek
12.2023 - Current

English Tutor

Cluey Learning
02.2023 - 12.2023

Receptionist

Platinum Physio
09.2022 - 01.2023

Shift Manager

Ormond McDonald's
06.2021 - 08.2022

ClueyBachelor of Arts And Law (Honours) - International Relations And History

Monash University

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Liel Vinichnko