Lita Palamo
Summary
I am a dedicated and loyal team member with over 8 years’ Customer Service experience in the Retail, Supply chain, maintenances & Education Sectors and extended experience in customer care, communications, training facilitating and managing projects. Strong communication and organizational skills combined with using initiative, have led to my professional advancement and development. My main goal is to invest in a career that utilise my skills, where I am rewarded by seeing the difference I have made in people’s lives.
Overview
11
11
years of professional experience
1
1
Certification
Work History
National Customer Service Representative
Metcash Food & Grocery
03.2024 - Current
- Managed on average approximately 40-60 incoming calls per day
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy & patience.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
ENROLMENTS SERVICES OFFICER
TAFE QLD
02.2021 - 12.2023
- Assist in Email, Phone, and TAFE Chat course enquiries
- Liaise with current students on course provisions & available funding
- Conduct applications and admissions for available courses advancements
- Facilitate Student Loan applications and Payment Plan applications for students
- Liaise with students with course options in line with their career path
- Provide support to students in starter Enrolments
- Assisting the Employment Service Liaison Officer with linking participants to apprenticeships
- Creating and maintaining a good relationship with stakeholders which some include students, apprenticeship organizations, tutors and multiple liaison officers
CUSTOMER SUPPORT (MAJOR CLIENTS)
TNT Express
11.2016 - 10.2019
- Coordinated all enquires and bookings for TNT Major client accounts
- Monitor and update client products and transportation Services
- Facilitate all high ricked and priorities shipments for clients
- Coordinate scheduled driver plans with drivers and warehousing on parcels
CUSTOMER SERVICE AGENT
AAMI Insurance
09.2014 - 11.2016
- Inbound and outbound support to clients
- Provide Quotes and all available Insurance policies to new clients
- Facilitate all upgrade and reward availability to existing clients
- Update and maintain all client information
Education
Cert IV - Business Administration
01.2010
Skills
- Customer service
- Data entry
- Customer relations
- Relationship building
- Computer proficiency
- Professional telephone demeanor
Certification
- Full Drivers License
- Covid-19 Fully Vaccinated
Timeline
National Customer Service Representative
Metcash Food & Grocery
03.2024 - Current
ENROLMENTS SERVICES OFFICER
TAFE QLD
02.2021 - 12.2023
CUSTOMER SUPPORT (MAJOR CLIENTS)
TNT Express
11.2016 - 10.2019
CUSTOMER SERVICE AGENT
AAMI Insurance
09.2014 - 11.2016
Cert IV - Business Administration
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