MARY AGNES TAVITA
BRISBANE,QUEENSLAND
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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
15
15
years of professional experience
Work History
Customer Service Team Leader
Logan City Council
08.2023 - Current
- Monitoring and driving performance for direct team
- Identifying and implementing business improvements from staff and customers
- Building strong relationships with branches of council
- Feedback and coaching tailored to staff members
- Undertaking monthly team meetings and counter staff meetings
- Undertaking recruitment activities for new starters/ orders/ HR/ system requests
- Face to face interactions for escalations assisting staff
- Implementing required changes for improvements within the branch
- Side by side coaching with staff members
- Assisting with training staff where required
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Evaluated customer service staff performance and provided constructive feedback.
Customer Service Representative
Logan City Council
07.2021 - Current
- Acting TL Role within Customer Service & Information
- Strong focus on compliance
- Taking Inbound and making Outbound calls if need be
- Processing requests
- Problem solving and liaising with departments in the council
- Processing payments
- Face to face customer service via counter service
- Member of Culture Crew helping the morale of the team
- Banking Officer
- Assisting with buddying for new employees
- Mail processing postage and receipting
- First point of contact for support and questions
- Cashier Trainer
- Developing TL role
Customer Care Consultant
Bright Sky Australia
04.2017 - 06.2021
- Inbound and outbound calls
- Point of Contact for Small Team for 9 months
- Processing claims forms within timeframes
- Liaising with internal and external stakeholders
- Problem Solving onsite and liaising with Warehouse to resolve issues in timely manner
- Using several different computer systems
- Running reports
- Data Entry daily with 100% accuracy
- Reviewing Orders/ Updating Customer Details
- Adhoc duties
- Invoicing/re-invoicing processing
- Following up and keeping track of orders/sales
- Liaising with internal and external clients via phone/email
- NDIS training and order processing
Security Monitoring Operator
Suncorp (Wilsons Security)
Brisbane
08.2015 - 03.2017
- Company Overview: Brisbane
- Security monitoring
- Using multiple screens with differing systems for various jobs
- Building access monitoring for all Suncorp Corporate sites and Branches in Australia (including all states)
- Inbound/Outbound calling
- Customer Service
- Trouble shooting for Branch Staff with day-to-day issues
- CCTV Footage monitoring and downloading for investigations and or Police
- Consulting with technicians
- Logging jobs for building/equipment faults
- Access card production
- Input into day-to-day procedures
- Emailing – Inbound/Outbound
- Mailing – Inbound/Outbound
- Using Microsoft Office daily
- Brisbane
SASOC Operator – Spark Access Security Operations Centre
First Security/Spark
10.2014 - 07.2015
- Security monitoring
- Building access monitoring for all Spark exchanges/sites in New Zealand 70+
- Inbound/Outbound calling
- Customer Service
- Consulting with technicians
- Logging jobs for building/equipment faults
- Running activity reports
- Access card production
- Staff training
- Input into day-to-day procedures
- Emailing – Inbound/Outbound
- Mailing – Inbound/Outbound
- Scanning/Faxing
- Using Microsoft Office daily
Customer Service Representative
Study link/Ministry of Social Development
10.2010 - 07.2013
- Inbound/Outbound calling
- Processing applications for government funding
- Processing incoming mail into the centre
- Working with other government agencies to process applications
- Emailing – Inbound/Outbound
- Mailing – Inbound/Outbound
- Scanning/Faxing
- Using Microsoft Office daily
Skills
- Administrative support
- Customer service excellence
- Service standard compliance
- Call center experience
- Inbound call answering
- Report preparation
- Team management
- Training development aptitude
- Performance monitoring
- Manage employees
- Complaint handling
- Administrative documentation
- Orientation and training
- Multitasking Abilities
- Staff motivation
- Process improvement
- Team leadership
Timeline
Customer Service Team Leader
Logan City Council
08.2023 - Current
Customer Service Representative
Logan City Council
07.2021 - Current
Customer Care Consultant
Bright Sky Australia
04.2017 - 06.2021
Security Monitoring Operator
Suncorp (Wilsons Security)
08.2015 - 03.2017
SASOC Operator – Spark Access Security Operations Centre
First Security/Spark
10.2014 - 07.2015
Customer Service Representative
Study link/Ministry of Social Development
10.2010 - 07.2013
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