Luana Morgan
Ballarat,VIC
Summary
Proven track record in enhancing customer satisfaction and streamlining documentation processes, notably with State Revenue Office Victoria. Skilled in database maintenance and complaint handling, I excel in creating solutions that improve efficiency and service quality. My expertise in customer support and problem resolution has significantly contributed to operational excellence and positive stakeholder engagement. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
Work History
Customer Service Officer
State Revenue Office Victoria
12.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Completed data entry to record call notes, suggestions and questions.
- Boosted company reputation by providing exceptional customer service through email, and chat support channels.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Tracked customer service cases and updated service software with customer information.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
Education Officer
Wadawurrung Traditional Owners Aboriginal
01.2021 - 10.2022
- Community Engagement – Walk and Talks
- Culture Awareness and Safety Training
- Cultural Education sessions – Kindergarten to Year 12
- Cultural Heritage Awareness Inductions
- Liaise with Government Departments and Stakeholders
Traineeship Administration Officer
Hepburn Shire Council
01.2022 - 05.2022
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Maintained personnel records and updated internal databases to support document management.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
Heritage Field Officer
Wadawurrung Traditional Owners Aboriginal
02.2018 - 08.2020
- Identify Aboriginal Artefacts
- Traveling to remote areas for site surveys
- Marking artefact sites
- Liaising with contractors and site supervisors
- Collection and removal of Aboriginal artefacts to storage
- Working around heavy machinery excavators, sieving machines
Education
Bachelor of Arts - Social Science
Ballarat Federation University
Ballarat, VICNo Degree - Cert 3 in Business Studies
Ballarat SMB Campus
Ballarat, VIC2009
No Degree - Completed Year 12
Ballarat Loreto College
Ballarat, VIC2005
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Documentation And Reporting
- Records Maintenance
- Database Research
- Database Maintenance
- Problem Resolution
- Paperwork Processing
Timeline
Customer Service Officer
State Revenue Office Victoria
12.2023 - Current
Traineeship Administration Officer
Hepburn Shire Council
01.2022 - 05.2022
Education Officer
Wadawurrung Traditional Owners Aboriginal
01.2021 - 10.2022
Heritage Field Officer
Wadawurrung Traditional Owners Aboriginal
02.2018 - 08.2020
Bachelor of Arts - Social Science
Ballarat Federation University
No Degree - Cert 3 in Business Studies
Ballarat SMB Campus
No Degree - Completed Year 12
Ballarat Loreto College
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