Loretta George
Rochedale South,Australia
Summary
Skilled in applying relevant certifications and diplomas to fulfill job requirements. Committed to embodying company values and excelling in assigned tasks. Dedicated to upholding position standards and expectations within the organization.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Logan City Council Administration Centre
02.2025 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Managed timely and effective replacement of damaged or missing products.
Claims Manager
Australian Retirement Trust (ART)
01.2022 - 03.2024
- Assessed information to identify members qualifying for income protection.
- Obtained required medical records, communicated with GPs, specialists, employers, and stakeholders to keep claims consistently updated.
- Engaged in regular staff meetings.
- Engaged in dedicated meetings to discuss concerns encountered by the claims manager.
- Managed calls efficiently when claims managers were occupied.
- Performed outbound calls to members, keeping member contact statistics consistently updated.
- Supported new team members by addressing claims-related inquiries.
- Accomplished module requirements and remained informed on FSU modifications.
- Collaborated with team and Group Life Claims Leader to address job role subjects.
- Directed claims negotiations within allowable limit of $250k and supported successful litigations for advanced issues.
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Documented and communicated timely claims information while supporting accurate outcomes.
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
Compliance Officer
Superannuation Employer Obligation - Audit
09.2020 - 12.2021
- Company Overview: Australian Taxation Office
Engagement Officer
Individuals and Intermediaries
12.2018 - 09.2020
- Company Overview: Australian Taxation Office
Engagement Officer
ELS2SBR
06.2016 - 11.2018
- Company Overview: Australian Taxation Office
- Working collaboratively within a team environment and the rest of our teams around Australia to achieve a common goal to profile, identify, visit, discuss issues, reporting and quality assurance to ensure that obligations and regulations are kept. Much of my skills and knowledge can be used within each business line as the cases that I work on use the same software Seibel, Jira, Viper, Rapt, ICP, Mascot and Microsoft Office including Outlook for time management and meetings. I have achieved more confidence in face-to-face meetings with client’s especially at this level of government within he ATO.
Client Service Order Delivery Officer
Imagetec
03.2016 - 06.2016
- Telephone services – client enquiries
- Order preparation – ensuring that all products are available prior to sending order to warehouse for processing and putting together.
- Organising delivery by day, time, and scheduling with technician to be onsite the same time the machine is delivered. Discussing any other detail for delivery driver to be aware of e.g., parking zone times, elevator etc.
- Replenishing of products for delivery or collection of machines for return to warehouse.
- Sourcing parts from around Australia if not readily available from allocated warehouse.
Education
Diploma of Business - undefined
METROPOLITAN INSTITUTE OF TAFE
01.2008
undefined
Mansfield State High School
01.1984
Skills
- Clerical support
- Filing
- Dispute resolution
- Customer education
- Multi-line phone talent
- Assertiveness
- Order fulfillment
- Recordkeeping strengths
- Research
- Reading comprehension
- Spreadsheets
- Office equipment proficiency
- Conflict mediation
- Document control
- Quality assurance controls
- CRM software proficiency
- Business development
- Call triaging
Accomplishments
Achieved recognition in implementing the new PLS system for ATO.
Presented the system to the tax agents in the ATO Forum scheduled each year that updates the agents in upcoming processes that the ATO were implementing.
Worked along side with tax agents to recognise any issues that were being flagged by ATO on their system.
Proactively and transparency advising tax agents of measures being implemented to ensure reduction of errors.
Timeline
Customer Service Representative
Logan City Council Administration Centre
02.2025 - 04.2025
Claims Manager
Australian Retirement Trust (ART)
01.2022 - 03.2024
Compliance Officer
Superannuation Employer Obligation - Audit
09.2020 - 12.2021
Engagement Officer
Individuals and Intermediaries
12.2018 - 09.2020
Engagement Officer
ELS2SBR
06.2016 - 11.2018
Client Service Order Delivery Officer
Imagetec
03.2016 - 06.2016
Diploma of Business - undefined
METROPOLITAN INSTITUTE OF TAFE
undefined
Mansfield State High School
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