Marley Bradford
Traralgon,Australia
Summary
I am a dedicated customer service professional with extensive knowledge of service delivery and proven multi-tasking abilities. I have considerable knowledge and skills regarding ASIC enquiries which continue to develop through each role and upskill. I'm a very organised and dependable candidate successful at managing multiple priorities at once with eagerness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
Work History
Analyst
Australian Securities & Investments Commission
05.2023 - Current
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Formed relationships with stakeholders o ensure applications are resolved in a timely manner
- Collected, arranged, and input information into database system.
- Continued communication and collaboration with ABRS staff to ensure resources used by CCC staff are up to date and relevant to current policy and practice.
- Assessment of incoming applications from AFS Licence holders with highly sensitive customer details.
Coach/Analyst
Australian Business Registry Services
04.2021 - 04.2023
- Collaborated with other coaches to to provide best training depending on a CSO's skill level.
- Guided CSO's who called the Helpdesk line through internal and external resources to resolve their enquiry. During these calls I would provide personalised spiels/resource they can use for future enquiries.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Assessed incoming applications, many that contained sensitive information, to ensure the client and the organisation complied with legislation.
- Modified, updated and processed existing procedure guides to align with any changes made to the legislation or they were out of date.
- Collaborated with stakeholders to ensure enquiries and applications were resolved in a timely manner.
Customer Service Officer
Australian Securities & Investments Commission
05.2020 - 04.2021
- Handle complex enquiries containing sensitive customer information and swiftly identify solutions to customer satisfaction.
- Completed data entry to record call notes, suggestions and questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Provided relevant information and policy interpretation to customers regarding Companies, Business Names, Licence holders and consumers.
- Assisted in training of new starters during reverse coaching as they listened to my live calls and provided insights to the trainee on how they could resolve the particular enquiry.
Supervisor
Zambrero's Traralgon
05.2019 - 02.2021
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
Team Member/Crew Trainer
McDonald's Traralgon
04.2016 - 09.2019
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Worked different stations to provide optimal coverage and meet production goals.
- Trained new team members by relaying information on company procedures and safety requirements.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Developed strong cooperative relationships with coworkers and managers.
- Maintained inventory count, tracked usage, and documented variances.
Education
Business Analytics And Visualisation- Certificate
RMIT Online
10.2023
Business Analytics With SQL And Python-Certificate
RMIT Online
10.2023
Skills
- Trend Forecasting
- Regulatory Compliance
- MS Excel
- SQL and Databases
- Staff Supervision
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Communication skills
- Technical Support
- Call Documentation
Timeline
Analyst
Australian Securities & Investments Commission
05.2023 - Current
Coach/Analyst
Australian Business Registry Services
04.2021 - 04.2023
Customer Service Officer
Australian Securities & Investments Commission
05.2020 - 04.2021
Supervisor
Zambrero's Traralgon
05.2019 - 02.2021
Team Member/Crew Trainer
McDonald's Traralgon
04.2016 - 09.2019
Business Analytics And Visualisation- Certificate
RMIT Online
Business Analytics With SQL And Python-Certificate
RMIT Online
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