Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
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Maria Lam

Underwood,QLD

Summary

Started off with Casual Customer Service Supervisor Role at Big Gun Growers Fruit Shop in Underwood. I was a Supervisor for the Cashier's and also served customers as well during peak times. Stock Take and filling Shelves as well as balancing Tills before and after shifts. Enjoyed Direct Customer Interactions. I had to move into Permanent Full Time Job with Telstra as Casual hours wasn't feasible. Started first 4 years (2007 - 2010) in a Call Center role answering Inbound product enquires for Corporate Business Customers. 2011 - 2012 I moved to the Admin Provisioning Team for Change of Ownership and New Installation requests for Copper services. 2013 - 2014 moved into a Call Qualtiy role for an NPS Programme. I had to listen to Calls with negative feedbacks from customers and review these calls to provide coaching to agents if needed. 2015 - 2016 Moved to escalations Team. Raised / actioned orders that have been delayed, actioned incorrectly or part of a complaint. 2017 - 2023 Moved into standard Provisioning for mainly Copper services for Coporate Businesses. On the side i assist with Rostering and systems accesses for my Center and offshore Groups. I amend schedules, create the rosters and provide, remove and Modify systems accesses for agents. I am now ready for a new challenge and to learn something different.

Overview

19
19
years of professional experience

Work History

Call Center Representative

Telstra
Brisbane, QLD
09.2007 - Current
  • Maintained detailed records of customer interactions and transactions for future reference.
  • Processed orders, forms, applications, and requests accurately and efficiently.
  • Utilized knowledge base to answer inquiries from customers quickly and effectively.
  • Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
  • Stayed current on relevant product and service offerings as well as competitor pricing models.
  • Analyzed data collected during each call in order to identify trends in customer feedback.
  • Resolved customer complaints in a timely manner to ensure customer satisfaction.
  • Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
  • Attended regular training sessions on updates and changes within the industry or organization.
  • Participated in daily huddles with team members in order to discuss common goals and objectives.
  • Developed effective working relationships with team members across multiple departments.
  • Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
  • Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
  • Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Navigated through computer systems to review information and respond appropriately to callers.
  • Engaged actively with callers, confirming or clarifying information and diffusing anger.

Cashier Supervisor

Big Gun Growers Fruit Market
Underwood, QLD
02.2005 - 08.2008
  • Assisted in scheduling staff shifts according to business needs while ensuring adequate coverage at all times.
  • Maintained an organized work environment by stocking shelves and cleaning up after each shift.
  • Organized and managed daily cashier operations, ensuring accuracy of all financial transactions.
  • Conducted regular audits of register tills to ensure accurate balances were maintained at all times.
  • Monitored shift-level performance, providing coaching and guidance to staff on proper cash handling procedures.
  • Processed refunds and exchanges promptly according to established policies.
  • Greeted customers and responded to requests for information.
  • Counted tills for beginning of shift with start money and balanced and reconciled register at end of shift.
  • Monitored cash drawers in checkouts to verify adequate cash supply.

Education

Tafe
Mount Gravatt, QLD
02-2008

St Mary's Primary
Savalalo Samoa

St Mary's College
Vaimoso Samoa

Skills

  • Complaint resolution
  • Customer Service
  • Payment Processing
  • Call Control
  • Data Entry
  • Account updating
  • Appointment Scheduling
  • Customer Support
  • Product Knowledge
  • Call handling
  • Call control skills
  • Answering questions
  • Call Center Customer Service

Hobbies

  • Love to Travel
  • being at home and watching dramas and movies
  • Love eating
  • catching up with Friends and Family

Timeline

Call Center Representative

Telstra
09.2007 - Current

Cashier Supervisor

Big Gun Growers Fruit Market
02.2005 - 08.2008

Tafe

St Mary's Primary

St Mary's College

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Maria Lam