Marine-Bay Mariner
Melbourne,Australia
Summary
Strong background in customer service with focus on delivering accurate and prompt support. Skilled in resolving issues, managing inquiries, and maintaining detailed records. Demonstrates solid work ethic, ensuring tasks are completed quickly with minimal errors. Seeking role of Customer Care Agent with proven abilities in enhancing customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
WORK FROM HOME CUSTOMER CARE AGENT
VPS Department of Energy
Melton, Vic
10.2024 - 06.2025
- Enviroment and Climate Action
- Taking inbound phone calls regarding environmental or agricultural events that are taking place, e.g., fire, flood emergencies, and providing customers with prompt and accurate information relevant to each call.
- Maintained up-to-date knowledge of departmental policies and procedures to provide accurate information to customers.
- Handled high volumes of inbound customer inquiries, ensuring timely and effective responses.
- Collaborated with team members to troubleshoot and resolve customer issues efficiently.
- Participated in regular team meetings to discuss performance metrics and areas for improvement.
- Provided exceptional service while adhering to quality standards and company policies.
- Identified opportunities for process improvements to enhance customer experience.
VIRTUAL ASSISTANT
Lead Management Ltd
Wellington, NZ
07.2019 - 01.2022
- Provided customer service support, including resolving complaints and answering questions.
- Assisted customers with inquiries in a timely
- Participated in regular training sessions to stay abreast of changes in products and services offered by the company.
- Demonstrated excellent communication skills through phone conversations and email interactions.
- Adhered to company policies and procedures when addressing customer requests.
- Monitored incoming calls, emails, chats, texts. to ensure quality of service was maintained.
- Attended regularly scheduled video conferences for team meetings and one-on-one coaching.
- Provided external and internal customers with requested information.
- Responded to emails in a timely manner while providing accurate information.
- Utilized Microsoft Office Suite proficiently for document creation, editing purposes.
- Conducted online searches to locate relevant resources or information requested by clients or colleagues.
- Assisted in the preparation of presentations, documents, and other materials needed for meetings.
- Performed research tasks related to projects or initiatives assigned by management team.
- Maintained an up-to-date filing system to ensure easy access to documents when needed.
- Developed and maintained customer relationships, ensuring a high level of customer satisfaction.
- Answered incoming calls promptly and efficiently routed them to the appropriate personnel.
- Managed calendars and organized travel arrangements for executives.
- Created, maintained and entered information into databases.
- Maintained databases with current contact information and updated records when necessary.
- Supported clients through personal document management, calendar organization, and collateral preparation for meetings.
- Scheduled appointments and managed meeting agendas.
- Posted ads on client's behalf to assorted web pages.
Education
HIGH SCHOOL DIPLOMA - NCEA LEVEL 1 2 3
TAMAKI COLLEGE
Certificate Level 3 - Business Administration
BEST PACIFIC INSTITUTE OF EDUCATION
Skills
- Call center experience
- Appointment scheduling
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Customer relations
References
- Michelle Tuuina, Former Supervisor, Lead Management Ltd, michelletuuina@gmail.com, +61 450 827 809
- Hannah Thomas, Recruiter, Randstad Ltd, hannah.thomas@randstad.com.au
Timeline
WORK FROM HOME CUSTOMER CARE AGENT
VPS Department of Energy
10.2024 - 06.2025
VIRTUAL ASSISTANT
Lead Management Ltd
07.2019 - 01.2022
HIGH SCHOOL DIPLOMA - NCEA LEVEL 1 2 3
TAMAKI COLLEGE
Certificate Level 3 - Business Administration
BEST PACIFIC INSTITUTE OF EDUCATION