Lily Ana Doncaster
Richardson,Act
Summary
Accomplished customer support specialist with a proven track record of exceeding customer and patron expectations. Demonstrates exceptional composure and adaptability in high-pressure scenarios, consistently resolving customer dissatisfaction through prompt acknowledgement, effective communication, and targeted problem-solving. Skilled in identifying mutually beneficial resolutions, ensuring optimal customer satisfaction.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Experience Specialist
Montu
04.2023 - 04.2025
- In-depth understanding of patient experience specialist, with the ability to simplify complex concepts for diverse audience.
- Strong analytical skills for assessing data trends and providing actionable insight to inform strategic decisions.
- Proven ability to identify potential issues, devise effective solutions, and implement changes to optimize process and outcomes
- Experience in developing and delivering training workshops and presentations tailored to various skill levels
- Skilled in conducting comprehensive research and staying up to date with the latest trends and advancements
- Ability to manage multiple projects simultaneously, ensuring deadlines are met and objectives are achieved
- Familiarity with relevant software and tools, including Xero, Zendesk, Slack, Circuit, Zendesk QA, Micro, Shippit and Microsoft
- Strong relationship-building abilities, Facilitating cross-functional teamwork and enhancing stakeholder engagement
Cleaning Technician
Air BnB
01.2021 - 01.2024
- Vacuumed carpeted areas and mopped solid surfaces with proper chemical solutions.
- Removed trash bags, broke down boxes and placed recyclable materials in designated disposal areas.
- Scrubbed bathrooms, removing soap scum, mould and excess dirt from sinks and shower areas.
- Restocked supplies, replacing toiletries, liners and soaps.
- Kept bathrooms in clean, functional condition by scrubbing stalls, sanitizing sinks and tidying storage shelves.
- Sanitized frequented areas and equipment using approved supplies.
- Transported trash and hazardous waste to appropriate disposal area.
- Dusted ceiling air conditioning diffusers and ventilation systems to improve airflow.
- Responded to emergency cleaning requests to meet client expectations.
- Maintained safety protocols through safe handling of equipment and chemicals.
- Cleaned windows, glass partitions and mirrors with cleaners and sponges.
- Performed daily dusting, leather and wood surface polishing and wall washing.
- Provided end of lease cleans.
Inbound Customer Service
Startek
01.2021 - 12.2022
- Managed high volumes of inbound and outbound calls in a fast-paced environment to build, cultivate and establish lucrative client relationships.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Implemented basic troubleshooting and support techniques to quickly resolve callers' issues.
- Attended educational seminars and conferences to develop expertise and improve performance.
- Maintained accurate records of incoming calls in an internal database.
- Delivered fast, friendly, and knowledgeable service to answer routine questions and service complaints.
- Answered incoming calls and provided the highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy, and volume benchmarks on a consistent basis.
- Built sustainable relationships and engaged customers by going the extra mile.
Bookkeeping Clerk
Southern Cross Mechanical Services
01.2013 - 01.2017
Retail Shop Assistant and Relief Manager
Lenards
01.2007 - 01.2012
Office Assistant
Tri Tech Refrigeration
01.2006 - 01.2007
Babysitter
Private
01.2002 - 01.2005
Education
Cert 4 in Bookkeeping And Accounting - Australian Financial Services Industry
Holmesglen Institute of TAFE
Melbourne, VIC12-2024
Certificate 3 - retail operation
Lenards
01.2007
Certificate 3 - hairdressing
Switch Hairdressing
01.2005
Skills
- Training and Development
- Excellent Attention to Detail
- Computer Skills
- Inbound and Outbound Calling
- Data Entry and Maintenance
- Account Management
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Multitasking and Prioritization
- Verbal and Written Communication
- Customer Service
- Policy adherence
- Cross-functional coordination
Certification
- Certificate 3 in retail operation, Lenards, 2007
- Certificate 3 in hairdressing, Switch Hairdressing, 2005
- Certification 4 in Bookkeeping And Accounting Holmesglen Institute of TAFE
Timeline
Patient Experience Specialist
Montu
04.2023 - 04.2025
Cleaning Technician
Air BnB
01.2021 - 01.2024
Inbound Customer Service
Startek
01.2021 - 12.2022
Bookkeeping Clerk
Southern Cross Mechanical Services
01.2013 - 01.2017
Retail Shop Assistant and Relief Manager
Lenards
01.2007 - 01.2012
Office Assistant
Tri Tech Refrigeration
01.2006 - 01.2007
Babysitter
Private
01.2002 - 01.2005
Certificate 3 - hairdressing
Switch Hairdressing
Cert 4 in Bookkeeping And Accounting - Australian Financial Services Industry
Holmesglen Institute of TAFE
Certificate 3 - retail operation
Lenards
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