Mae Ann Sarreal
Maidstone,VIC
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
Work History
Student Service Officer (Victoria University)
Startek
Melbourne , VIC
10.2022 - 05.2024
- Managed day-to-day queries from future and current students via calls and emails (Oracle RightNow/MS Outlook).
- Provided course information and general advice to prospective students (both Higher Education and TAFE).
- Ensured student satisfaction by providing accurate information and resolving student issues.
- Demonstrated ability to multi-task while speaking with students on the phone.
- Documented all call information according to standard operating procedures.
- Liaised with other departments in order to resolve any new or outstanding student issues, concerns and requests.
- Assisted in facilitating training of new agents (as part of the Subject Matter Expert SME group).
- Conducted call listening and provided agent feedback during training period.
- Maintained accurate records of all student support activities and contacts.
- Successfully achieved individual performance goals and met satisfaction metrics on a regular basis.
- Conducted outbound calls to assist in various campaigns.
Assembly Line Production Worker
Total Window Concepts
Hoppers Crossing, VIC
10.2016 - 09.2022
- Contributed to a team-based environment to maintain line productivity and meet expected deadlines.
- Reported recognised issues to management.
- Used operational knowledge of systems, parts and components to solve problems arising during assembly.
- Trained and assisted newly-hired team members by explaining processes, company procedures and safety requirements.
- Maintained neat, organised, and clean work areas to avoid safety concerns or production delays.
- Worked at a fast and steady pace to meet production goals.
Customer Service Representative /Online Travel Agent
GoFlyFirst
Remote | San Bruno, California
04.2013 - 03.2016
- Created and maintained a database of client information, including travel histories, preferences, and contact details.
- Developed itineraries for clients based on their individual needs and budget constraints.
- Provided customer service support by responding promptly to inquiries via phone or email.
- Drafted contracts between clients and vendors outlining terms and conditions of services provided.
- Researched flight availability and alternate routes when necessary due to overbooking or cancellations.
- Conducted outbound calls to educate customers on special pricing and current offerings.
- Conducted training in contact centre locations.
- Created training materials and implemented contact centre processes.
Education
Associate of Arts - Interior Design
Philippine School of Interior Designs (PSID)
Manila, Philippines03-2011
Diploma of Nursing - Allied Health
St. Augustine School Or Nursing
Manila, Philippines03-2010
Skills
- Customer Relations
- Data Entry
- Attention to detail
- Verbal/written communication
- Word processing
- Email management
- Problem-solving
- Prioritisation
- Empathy
- Critical thinking
- Adaptability
- Process streamlining
- Organisation
- MS Office
- Office 365
- Google Suite
- Live chat software (Zendesk)
- Cloud-based customer service software (Oracle Right Now)
- Student Management System
Languages
English
Professional
Accomplishments
- Student Service Officer (Victoria University) | Startek
-GEM awardee
-Top performer awardee
References
References available upon request.
Timeline
Student Service Officer (Victoria University)
Startek
10.2022 - 05.2024
Assembly Line Production Worker
Total Window Concepts
10.2016 - 09.2022
Customer Service Representative /Online Travel Agent
GoFlyFirst
04.2013 - 03.2016
Associate of Arts - Interior Design
Philippine School of Interior Designs (PSID)
Diploma of Nursing - Allied Health
St. Augustine School Or Nursing
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