Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Luciana Faustino

Bethania,QLD

Summary

Experienced office administration and customer service professional with a strong background in data entry and client support across multiple industries. Most recently served as a Customer Service Officer at Australia Post, managing high volumes of customer enquiries and complaints regarding missed or delayed deliveries. Skilled in resolving issues promptly, maintaining accurate records, and escalating complex cases in line with company policies and service standards.

Recognized for reliability, attention to detail, and a collaborative approach, with proven ability to build positive relationships with colleagues and clients. Adaptable and quick to learn, I excel in fast-paced environments and am committed to continuous growth and delivering high-quality results.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Representative Officer

AUSTRALIA POST
10.2024 - Current
  • Respond to customer complaints and enquiries regarding missed or delayed deliveries professionally and promptly
  • Provide excellent customer service to internal and external customers through inbound phone calls and email correspondence
  • Accurately recorded customer interactions and maintained detailed records across multiple systems
  • Consistently met and exceeded KPIs by handling an average of 55–80 customer enquiries daily across digital channels (email and live chat), delivering accurate and timely resolutions while maintaining high service standards.
  • Resolve customer issues efficiently and escalate complex cases to appropriate teams when necessary
  • Assist customers by delivering solutions while adhering to company policies and service standards
  • Demonstrate resilience and problem-solving skills in a fast-paced, customer-centre environment
  • Ensure compliance with internal processes and guidelines to maintain quality service delivery
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
  • Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
  • Maintained accurate records of all client interactions through diligent use of CRM systems, allowing for targeted follow-ups and efficient customer history referencing.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
  • Balanced multiple competing priorities within tight deadlines during peak periods without compromising on attention-to-detail or responsiveness.
  • Provided support to a colleague by shadowing and assisting a colleague returning from extended leave, answering questions, and helping her reintegrate smoothly into daily operations.

2IC

NOVO SHOES
02.2024 - 10.2024
  • Inspire and encourage employees to ensure a high level of enthusiasm
  • Customer service, assisting customers, troubleshooting queries and complaints when necessary
  • Manage the store sales team to ensure customers are being helped in a timely fashion
  • Conduct sales, inventory management and data entry
  • Assist in employee training and development
  • Customer service, interacting with customers, resolving queries and complaints
  • Managed the store, overseeing daily functions such as reconciling drawer, handling payments and EFTPOS, Proficient in operating cash registers, processing payments, securing cash during transactions, and performing accurate drawer reconciliation
  • Maintaining a solid relationship with the store manager and other team members, ensuring effective communication and collaboration
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.

Office Manager/ Personal Assistant

DIRECTION GROUP
02.2017 - 06.2019
  • Phone calls to clients, suppliers and daily emails
  • Downloading documents such as job sheets and reports
  • Data entry, creating & updating spreadsheets
  • Booking meetings and arranging travel
  • Printing, filing, ordering office supplies, and general cleaning duties
  • Adhered to policies, procedures and guidelines while maintaining strict client and contractor record confidentiality
  • Managing file systems, updating databases, data entry, and handling correspondence
  • Provide duties, i.e. print, scan, photocopy, bind, letters & fax
  • Purchase supplies via online websites
  • Maintain a clean kitchen area, load/unload the dishwasher
  • Handled sensitive information with discretion, maintaining the confidentiality of company documents and personnel records.

SAP Consultant

PETROBRAS
08.2015 - 12.2016
  • Responsible for designing functional/ technical specifications for the ABAP development team and supporting existing technologies
  • Identify gaps, analysis, and work around solutions
  • Development of ABAP Queries to create reports
  • Collaborating with cross-functional teams, including developers, business analysts, and key leaders, to gather requirements
  • Conducting meetings with stakeholders to inform project status
  • Collaborating with other areas for the SD continuous audit project
  • Assistance with implementing, testing solutions and data entry
  • Performing mapping, analysis, interpreting, validating, and documenting stakeholders' and internal auditors' requirements and business processes
  • Developing necessary product modifications to satisfy clients' needs
  • Document functional designs, test cases and results
  • Support system configuration and technical specifications according to the Policies and Procedures
  • Configure SAP SD application to meet the business requirements
  • Solved functional and technical obstacles and worked closely with the project team from different streams.
  • Configured and customised SAP modules to align with the client's business processes.
  • Delivered successful SAP projects by collaborating with cross-functional teams and adhering to project timelines.
  • Collaborated with cross-functional teams to ensure alignment on project objectives and deliverables.

Education

Undergraduate Course Petroleum And Gas Technology - Petroleum & Gas Technology

University Unigranrio
Rio De Janeiro, Brazil
01.2011

Skills

  • Strong work ethic and reliability

  • Excellent communication skills, both written and verbal

  • Proficient in data entry and maintaining accurate records

  • Skilled in customer service and complaint resolution

  • Resilient and practical problem-solving abilities

  • Experienced in using multiple software systems and tools, including CRM and SAP knowledge

  • Adaptable and quick learner in fast-paced environments

Websites

Certification

  • SAP Certificate SD - Sales and Distribution
  • Internal Academy SAP - Accenture Brazil
  • Introduction to MySAP CRM - Accenture Brazil
  • Solution Manager - Accenture Brazil
  • Mercury Quality Centre - Accenture Brazil
  • ARS - Accenture Brazil


Languages

English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Elementary

Timeline

Customer Representative Officer

AUSTRALIA POST
10.2024 - Current

2IC

NOVO SHOES
02.2024 - 10.2024

Office Manager/ Personal Assistant

DIRECTION GROUP
02.2017 - 06.2019

SAP Consultant

PETROBRAS
08.2015 - 12.2016

Undergraduate Course Petroleum And Gas Technology - Petroleum & Gas Technology

University Unigranrio

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Luciana Faustino