Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Certification
Timeline
Generic

Lili Seanoa

Richlands,Queensland

Summary

I have a clear, logical mind with a practical approach to problem solving and a self-motivated drive to see things through to completion. I have a great attentiveness to detail and pride in the work I complete. I demonstrate a relentless drive for learning, as evidenced by my consistent pursuit of success in various roles I enjoy overcoming challenges, and I have a genuine interest in learning new life skills throughout any workforce.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Customer Support Specialist

Odyssey Gaming
12.2022 - Current
  • Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
  • Tested new software and hardware prior to deployment.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Provided primary customer support to internal and external customers.
  • Developed and implemented preventive maintenance procedures.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
  • Collected detailed notes on investigations and other communication to adhere to legal requirements and enhance recordkeeping.

Customer Support Team Lead

Odyssey Gaming
01.2022 - Current
  • Streamlined support processes for improved efficiency and reduced response times.
  • Identified trends in client requests and helped management get ahead of ongoing problems.
  • Fostered a culture of continuous learning by sharing best practices across the team regularly.
  • Investigated and resolved services and delivery concerns.
  • Lead the team to a positive culture in a workplace
  • Troubleshot problems with software, hardware and networking for users.
  • Trained new personnel regarding company operations, policies and services.

Customer Support Officer

Odyssey Gaming
01.2019 - Current
  • Support Call Center – IT related issues, Gaming industry related skills, communication skills and admin work, Promoted to Team Lead, where I learnt
  • Delegation Skills and learnt leadership skills in organizing the day in the Support Centre
  • Making sure my team is always positive, Promoted to the Database specialist – Basic SQL knowledge, escalation of Phone calls, problems and tasks that are hard to handle from first point of contact
  • Learnt to investigate Cases thoroughly
  • Meter handling for Gaming Machine knowledge

Education

EDB Training

Skills

  • Inbound Call Management
  • Customer Relations
  • Technical Support
  • Complaint Investigation
  • Customer service optimization
  • Product and service knowledge
  • SQL and SQL Server Knowledge
  • Staff Training
  • Product Knowledge
  • Computer Skills

References

  • Luana Hemaloto, Odyssey Gaming Support Specialist, 0404170451
  • Jonah Timmins, Odyssey Gaming Technical Product Analyst, 0468366919

Hobbies and Interests

I am Interested in seeking a higher learning in employments and academics, I have always enjoyed working in a team environment that is focused on accomplishing tasks given. I consider myself a hard worker and full of positivity. Overall I am fun, outgoing, down to earth young woman who inspires to accomplish my goals.

Certification

Key Monitoring Employing Licence

Timeline

Customer Support Specialist

Odyssey Gaming
12.2022 - Current

Customer Support Team Lead

Odyssey Gaming
01.2022 - Current

Customer Support Officer

Odyssey Gaming
01.2019 - Current

EDB Training

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Lili Seanoa