Maddison Hateley
Point Cook
Summary
Knowledgeable and dedicated worker with extensive experience in Customer Service industry. Solid team player with an outgoing, positive demeanour and willingness to learn. My skills are strongest when in an environment in which collaboration and creativity is welcomed. I am an energetic and results-oriented with exemplary passion for developing relationships and contributing to the success of the business.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Front Desk Executive
Manorwood Conveyancing
05.2024 - Current
- Expedited the completion of property transactions with efficient management of deadlines and relevant documentation.
- Enhanced customer satisfaction by providing thorough explanations of complex legal terminology and processes to clients.
- Reduced errors in document preparation through diligent proofreading, editing, and attention to detail.
- Coordinated appointments between clients and conveyancers for seamless signing of crucial paperwork at key stages in the transaction process.
- Streamlined the conveyancing process by maintaining accurate and organised client files.
- Handled sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy or legal regulations.
- Maintained personnel records and updated internal databases to support document management.
- Provided exceptional customer service to both internal and external stakeholders through prompt response times and thorough issue resolution efforts.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Answered central telephone system and directed calls accordingly.
Receptionist
Sweeney Real Estate/OBrien Real Estate
09 2023 - 03 2024
- Assisted with the changeover of business name from Sweeney Real Estate to OBrien Real Estate.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered phone promptly and directed incoming calls to correct offices.
- Corresponded with clients through email, telephone, or postal mail.
- Kept reception area clean and neat to give visitors positive first impression.
- Maintained confidentiality of information regarding clients and company.
- Confirmed appointments, communicated with clients, and updated client records.
- Responded to inquiries from callers seeking information.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Assisted agents in preparing marketing materials for new listings, increasing visibility and attracting potential buyers.
- Handled sensitive financial documents with discretion, maintaining strict confidentiality of client information.
- Developed strong working knowledge of local real estate market trends by staying current with industry news and updates.
- Managed social media accounts for the real estate agency to increase brand exposure among potential buyers and sellers.
- Contributed to the successful closing of property transactions by maintaining organized and up-to-date contract files.
- Increased lead generation by maintaining an organized database of potential clients interested in buying or selling properties.
Office Coordinator
Reliance Real Estate
04.2023 - 08.2023
- Interacted with customers by phone, email, or in-person to provide information.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Added properties online and created marketing brochures for each property.
- Ordered signboards for Sales Agents and Property Managers.
- Organised birthdays, anniversary’s and team events within the office.
- Organised fundraisers for the entire company and the Reliance Foundation.
Call Center Operator
Defence Health Ltd
07.2020 - 04.2023
- Answered phone with friendly greeting to create positive inbound calling experience for customers and asking questions to identify needs
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Resolved complaints to satisfy customers and encourage future transactions.
- Trained and coached new call center team members on computer systems and customer service strategies.
- Overcame objections using friendly, persuasive strategies.
- Provided information about available products and services, membership details.
- Responded to customer requests for products, services and company information.
- Received multiple positive reviews acknowledging dedication to excellent customer service.
- Answered members emails to a high standard, ensuring they gained an understanding of their query.
- Completed a variety of reports to minimise mistakes throughout the company.
Customer Service Associate
BIG W Altona Meadows
07.2018 - 07.2020
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution
- Recommended items to customers based on specific needs and explained features and benefits
- Engaged customers on phone by greeting them, answering questions on products or services and asking questions to identify needs
- Processed purchases and handled payment transactions using POS system
- Advocated for customers and reported on observed areas for product or service improvement
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction
- Assisted with price verifications and implemented adjustments for discounts or promotions
- Increased regulatory compliance by accurately completing tasks and adhering to safety regulations
- Utilised exceptional communication to connect with customers, assess needs and present solutions
- Increased efficiency and team productivity by promoting adherence to operational best practices and company policies
Crew Member
Melbourne Cricket Ground
06.2017 - 08.2018
- Closely followed protocols for emergency situations, maintaining calmness and efficiency
- Successfully communicated with all team members to navigate job duties and complete daily tasks
Education
Seaholme Primary School
Altona, VIC03.2005
Carranballac P-9 College - Boardwalk Campus
Point Cook, VIC12.2005
Carranballac P-9 College - Jamieson Way
Point Cook, VIC12.2008
Point Cook College
Point Cook, VIC12.2015
High School Diploma -
Point Cook Senior Secondary College
Point Cook, VIC12.2018
Skills
- Customer service
- Interpersonal communication
- Self-direction
- Order fulfillment
- Money handling abilities
- Retail materials management
- Stock management
- High-volume call centers
- Documentation and reporting
- Product knowledge
- Call center operations
- Call management software
- Outbound and inbound calls
- Complaint resolution
- Office Supplies and Inventory
- Microsoft Office
- Greeting Visitors
- Social Media Updating
- Administrative Support
- Task Prioritization
- Client Communication
Additional Information
Joanne Hawli - Prior Manager Fish and Chips on Civic
0422 188 517
Vanessa Thurgood - HR Defence Health
0419 558 686
Jessica Franklin - Prior Team Leader Defence Health
0409 718 808
Karli Woods - Director at Manorwood Conveyancing
1300 626 679
Certification
- First Aid Certificate
- CPR Certificate
Timeline
Front Desk Executive
Manorwood Conveyancing
05.2024 - Current
Office Coordinator
Reliance Real Estate
04.2023 - 08.2023
Call Center Operator
Defence Health Ltd
07.2020 - 04.2023
Customer Service Associate
BIG W Altona Meadows
07.2018 - 07.2020
Crew Member
Melbourne Cricket Ground
06.2017 - 08.2018
Receptionist
Sweeney Real Estate/OBrien Real Estate
09 2023 - 03 2024
Seaholme Primary School
Carranballac P-9 College - Boardwalk Campus
Carranballac P-9 College - Jamieson Way
Point Cook College
High School Diploma -
Point Cook Senior Secondary College
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