Maria Rooney
West Rockhampton
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
23
23
years of professional experience
Work History
Customer Investigation Officer
Energy Queensland
08.2010 - 12.2023
- Improved investigation efficiency by streamlining processes and implementing new technology tools.
- Conducted comprehensive background checks for high-profile cases, ensuring accurate information gathering.
- Collaborated with law enforcement agencies to share intelligence and coordinate joint operations, resulting in successful case closures.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
Childcare Assistant
Happy Playmates Pre-school
01.2001 - 03.2009
- Enhanced children''s social skills by organizing group activities and fostering positive interactions.
- Boosted children''s cognitive development with age-appropriate educational games and activities.
- Ensured a safe and nurturing environment by maintaining clean and organized spaces for daily use.
- Implemented creative learning strategies to engage children and promote their intellectual growth.
- Promoted emotional well-being through empathetic communication and consistent support during challenging moments.
- Built strong relationships with parents by providing regular progress updates and addressing concerns promptly.
- Managed daily routines including meal preparation, naptime, and activity setup for efficient operations.
- Supervised outdoor playtime, ensuring safety while encouraging physical activity and exploration.
- Supported early language development through storytelling, songs, and interactive conversations with children.
- Maintained accurate records of attendance, incident reports, and daily logs for effective documentation purposes.
- Continued professional growth by attending workshops, conferences, or training sessions related to early childhood education trends.
- Maintained inventory of educational supplies and materials and notified supervisor of restocking needs.
- Used patience, skill and various behavior modification techniques to maintain order and safety.
- Read stories, sang songs and facilitated creative play.
- Worked closely with fellow staff members in developing and implementing educational and recreational activities.
- Used positive reinforcement techniques to promote patience and other good behaviors in children.
Bar Attendant
ShellbourneHotel
01.2005 - 03.2008
- Enhanced customer experience by providing exceptional service and attending to their needs promptly.
- Maximized sales by upselling premium drinks and promoting daily specials.
- Maintained a clean and organised bar area, ensuring a welcoming atmosphere for patrons.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organisation.
- Efficiently managed inventory levels, placing orders as needed to ensure product availability.
- Assisted with event planning and execution for special occasions held at the venue, creating memorable experiences for guests.
- Improved customer satisfaction by addressing any issues or concerns professionally and efficiently.
- Contributed to team success by cross-training in various roles such as server or host when needed, demonstrating adaptability and versatility.
- Implemented effective time management strategies to balance multiple responsibilities during peak hours without compromising service quality.
- Assisted in setting up and breaking down bar area for special events.
- Delivered exceptional guest experiences through attentive service and quick response to issues.
Education
Bachelor of Science - Psychology
CQU University
Rockhampton, QLD01.2026
Certificate III - Business Administration
Energy QLD
Rockhampton, QLD01.2010
Certificate III - Children Services
NSW Tafe
Sydney, NSW01.2001
High School Diploma -
Red Bend Catholic College
Forbes, NSW11.2000
Skills
- Account Updating
- Complaint Resolution
- Customer Service
- Problem-Solving Abilities
- Report Preparation
- Microsoft Office Suite
- Microsoft Outlook
- Complaint Handling
References
Penny McIntosh
Previous Team Leader - Energy Queensland
M:
Karlee Hiron
Previous Team Leader - Energy Queensland
M:
Demelz Schroeder
Senior Complaints Advisor
M:0457 404 662
Timeline
Customer Investigation Officer
Energy Queensland
08.2010 - 12.2023
Bar Attendant
ShellbourneHotel
01.2005 - 03.2008
Childcare Assistant
Happy Playmates Pre-school
01.2001 - 03.2009
Bachelor of Science - Psychology
CQU University
Certificate III - Business Administration
Energy QLD
Certificate III - Children Services
NSW Tafe
High School Diploma -
Red Bend Catholic College