Open To Work
Mel Tortosa
Health Compare (Full Time WFH Remote)
Dandenong,VIC
Results-oriented Customer Service Officer with expertise in managing routine inquiries, complex escalations, and sales workflows. Skilled in applying transferable skills across industries such as health insurance and manufacturing. Utilizes CRM and Microsoft Office to improve operational efficiency and strengthen stakeholder relationships. Focused on continuous improvement through structured learning and feedback integration.
1
Certification
33
Years of experience
Work History
Customer Experience and Compliance Officer
2 Years 1 Month
Health Compare (Full Time WFH Remote) - Docklands, Victoria | 06.2024 - 07.2026
- Executed corrective action plans to address non-compliance issues, enhancing adherence to regulations.
- Identified procedural gaps and recommended training updates, leading to improved compliance scores.
- Advised stakeholders on investigation outcomes and proposed remedies to facilitate compliance improvements.
- Compiled investigation notes to ensure compliance with legal record-keeping requirements.
- Assisted with external inquiries, confirming legally compliant conflict resolutions and building stakeholder trust.
Customer Service Coordinator
6 Months
Hitachi Global Air Power (Contract) - Dandenong South, Victoria | 10.2023 - 04.2024
- Managed high-volume inbound phone and email queues, providing accurate parts and service information to elevate customer satisfaction
- Provided proactive service quotes and inspection reminders to customers to ensure account continuity
- Utilized SAP and CRM software to update account information and track order lifecycles
- Drafted response scripts for phone agents to ensure consistent service quality and enhance response effectiveness
- Maintained call register spreadsheet to monitor and analyze service performance metrics for continuous improvement
Customer Service Liaison Officer
4 Years 11 Months
Armstrong Flooring Australia (ANZ Flooring Pty Ltd) - Braeside, Victoria | 10.2018 - 09.2023
- Managed end to end customer service inquiries across phone, email and live chat channels
- Resolved billing disputes through adjustments and credits, restoring customer trust
- Collaborated with warehouse and sales teams to resolve delivery bottlenecks, enhancing customer satisfaction
- Promoted secondary products and services during inquiries, increasing territory sales opportunities
- Processed complex flooring orders accurately, ensuring on-time fulfillment and customer expectations
Customer Solutions and Experience Officer
9 Years 8 Months
iSelect Ltd (Health Division) - Cheltenham, VIC | 03.2008 - 11.2017
- Resolved escalated customer complaints with tailored solutions, improving overall customer satisfaction and retention
- Monitored company social media channels to address public inquiries, protecting brand reputation and fostering customer trust
- Ensured compliance with consumer rights laws and financial protection regulations, upholding operational integrity and customer confidence
Customer Service and Administration Officer
15 Years 3 Months
Druids Friendly Society - North Melbourne, Victoria | 03.1993 - 06.2008
- Delivered ongoing customer service and operational support, contributing to improved client satisfaction.
- Handled member inquiries, offering detailed information about health benefits to assist members effectively.
- Coordinated member enrollment processes while ensuring accuracy of records for compliance and efficiency.
Education
Medical Reception And Terminology Course
Online Courses Australia 2026 - Melbourne, VIC
08-2026
- Relevant Coursework and Training Programs:
Competed VCE
Eumemmerring Secondary College - Hallam Campus
Skills
Customer service
Complaint handling
Problem resolution
Customer follow-up
Call center management
Phone support
Live chat support
Email etiquette
Accomplishments
- 5 Years of Service Award: Armstrong Flooring ANZ (Recognized for operational excellence)
- 9 Years of Service Award: iSelect Ltd (Recognized for outstanding performance and team contributions)
- Certificate of Appreciation: Melbourne 2006 Commonwealth Games Volunteer
- 14 Years of Service Award: Druids Friendly Society (Recognized for long-term operational excellence)
Certification
- Certificate I in Ethics of Business Conduct and Safety - 2019
- Certificate IV in Financial Services - 2011
- Certificate IV in Business Administration - 2011
- Certificate III in Retails Operations - 2008
- Certificate I in The Institute of Health Insurance Administrators Ltd - 1993
- Full Victorian Drivers Licence - 1993
Timeline
Customer Experience and Compliance Officer
Health Compare (Full Time WFH Remote)
06.2024 - 07.2026Read more
Customer Service Coordinator
Hitachi Global Air Power (Contract)
10.2023 - 04.2024Read more
Customer Service Liaison Officer
Armstrong Flooring Australia (ANZ Flooring Pty Ltd)
10.2018 - 09.2023Read more
Customer Solutions and Experience Officer
iSelect Ltd (Health Division)
03.2008 - 11.2017Read more
Customer Service and Administration Officer
Druids Friendly Society
03.1993 - 06.2008Read more
Eumemmerring Secondary College - , Competed VCE
Read more
Online Courses Australia 2026 - , Medical Reception And Terminology Course
Read more
References
- Jolene McAllister - HR Manager Health Compare/Electricity Wizard - 0450 634 623
- Damlar (Dee) Sehare - Operations Manager Health Compare - 0481 179 136
- Owa Wick - Sales/TL Manager at Health Compare - 0403 138 792
Education and Training
other,true,other
Work Preference
Job Search Status:
Open to work
Desired Job Title
Senior Customer Service Officer
Work Type
Full TimePart TimeContract Work
Location Preference
On-SiteRemoteHybrid
Location:
Dandenong, VIC
Open to relocation:
No
Minimum Desired Compensation
$31/hr
Important To Me
Work-life balanceFlexible work hoursWork from home optionCareer advancementCompany CulturePaid sick leave