MELANIE DURDIN
Hope Island
Summary
Highly organized professional with a proactive approach and a proven track record of effectively engaging with clients and customers from diverse backgrounds. Known for delivering exceptional service in a friendly, empathetic, and professional manner, fostering strong relationships and ensuring client satisfaction. Committed to continuous improvement and excellence in all interactions, contributing to team success and organizational goals. Adept at navigating challenges with a positive attitude and a solution-oriented mindset.
Overview
8
8
years of professional experience
Work History
Reactivation Officer
Entain Australia
02.2024 - Current
- Reactivation and retention of account holders.
- Informing account holders of upcoming promos, events and additional products & services.
- Answer client enquiries while providing high attention to detail
- Maintain a high level of process quality and consistency whilst maintaining a strong relationship with the customer.
Customer Service Representative
Entain Australia
02.2023 - 02.2024
- Assist customers with questions relating to Sports, Racing and verifications with friendly and knowledgeable approach.
- Investigate and resolve customer concerns via inbound calls and livechat
- Maximize satisfaction by anticipating needs and consistently offering expert support.
- Collaborate across departments to resolve customer-related issues.
- Keep records of customer interactions or transactions, recording details of inquiries and actions taken.
- Maintain confidentiality of all acct details and communications
- Communicating with multiple Customers at one time over livechat and managing conflicting priorities.
Recruitment Consultant
Randstad
09.2021 - 10.2022
- Met staffing objectives through effective recruitment and detailed evaluations of job candidates within the high volume recruitment space.
- Evaluated applicants, reviewing resumes and conducting interviews with consistent set of assessment criteria.
- Facilitating assessment centres
- Verified candidates by conducting background checks and connecting with references.
- Maintained repeat business through well-developed and productive client relationships.
- Managed end-to-end recruitment processes.
- Negotiated contract terms for vetted candidates passing through interview processes.
- Addressed employee relations issues, harassment allegations and work complaints.
Career Break
09.2019 - 09.2021
- I took this time off to enjoy the last couple of years of our 6 year trip of travel around Australia with my Partner and our dog in our campervan. An invaluable time for personal development and growth before returning home to Brisbane to kickstart a stable career.
Receptionist
Hays Recruitment
08.2018 - 09.2019
- Greeted incoming guests, notified Consultants of Candidate arrivals, and directed individuals to correct meeting spaces.
- Delivered exceptional customer service by offering requested information and independently resolving issues.
- Handled cleaning and organization for office and related areas, keeping entryway clean, tidy, and functional.
- Monitored lobby access, security parameters and visitor documentation.
- Directed numerous calls per day to appropriate recipients using multi-line system.
- Routed messages, coordinated appointments and directed personnel to various departments.
Quality Control Supervisor
Costa Farms Australia
01.2018 - 03.2018
- Coordinated activities of quality control department to help production maintain schedules.
- Reviewed and approved change documentation and non-conformance reports.
- Optimized QC team performance by overseeing assignments, schedules and training.
- Led team analyzing raw materials and finished products.
- Inspected line at different stages of production to spot and correct quality problems early.
- Completed investigations, root cause analyses and quality troubleshooting activities.
Education
Victoria Point State High School
Brisbane, QLDSkills
Customer service skills
Communication skills
High emotional intelligence
Organised
Proactive
Timeline
Reactivation Officer
Entain Australia
02.2024 - Current
Customer Service Representative
Entain Australia
02.2023 - 02.2024
Recruitment Consultant
Randstad
09.2021 - 10.2022
Career Break
09.2019 - 09.2021
Receptionist
Hays Recruitment
08.2018 - 09.2019
Quality Control Supervisor
Costa Farms Australia
01.2018 - 03.2018
Victoria Point State High School