Summary
Overview
Work History
Education
Skills
Pronouns
Hobbies and Interests
Certification
Timeline
Generic

Lyra Caltabiano

Yarraville

Summary

Dynamic individual with hands-on experience in hospitality and customer service with talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and positive experiences.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer Service Consultant

Greater Western Water
09.2023 - 05.2024


  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Gained in-depth understanding of systems and policies to give customers expert support.
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.

Digital Customer Service Consultant

Australian Unity
01.2022 - 09.2023
  • Respond to customer service enquiries via email, phone and webchat
  • Provide accurate and helpful information over a wide range of detailed and varying health insurance enquiries
  • Adapt quickly to new systems and initiatives
  • Consistently deliver KPIs
  • Audited documentation to identify errors and documented findings for review and action.
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.

Data Entry and Phone Operator

TIS National (Home Affairs Interpreting Service)
01.2018 - 01.2021
  • Answer and re-direct calls from the public and government agencies, requiring an interpreter
  • Identify language and re-direction required by caller
  • Connect and navigate database in quickest time possible
  • Adapt quickly to new systems and initiatives
  • Consistently deliver KPIs

Bartender

Whole Lotta Love Bar
01.2017 - 07.2019
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Adhered to state laws regarding alcoholic beverage services and customer regulations.
  • Obtained cash bank and stocked service bar to prepare for operation.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Served high customer volumes during special events, nights, and weekends.
  • Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.

Education

Creative Industries/Creative Practice Research

SAE
01-2026

Bachelor of Song Writing and Music Production - undefined

Melbourne Polytechnic
01.2021

High School Year 12 - undefined

University High School
01.2008

Skills

  • Problem Solving
  • Computer Literate
  • Active listening
  • De-escalation techniques
  • Decision-making
  • Complaint handling
  • Call center experience
  • Research
  • Hospitality and accommodation
  • Adaptability and flexibility

Pronouns

She/Her

Hobbies and Interests

  • Music
  • Science
  • Reading

Certification

  • Responsible Service of Alcohol Certificate (RSA) - Victoria.

Timeline

Customer Service Consultant

Greater Western Water
09.2023 - 05.2024

Digital Customer Service Consultant

Australian Unity
01.2022 - 09.2023

Data Entry and Phone Operator

TIS National (Home Affairs Interpreting Service)
01.2018 - 01.2021

Bartender

Whole Lotta Love Bar
01.2017 - 07.2019

Bachelor of Song Writing and Music Production - undefined

Melbourne Polytechnic

High School Year 12 - undefined

University High School

Creative Industries/Creative Practice Research

SAE

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Lyra Caltabiano