Melanie Petrella

For the past year, I have been working full-time as an Onboarding Specialist at AGL. In this role, I am responsible for ensuring customers are smoothly onboarded to their internet and mobile services. I work in a fast-paced inbound and outbound call centre, with a strong focus on delivering exceptional customer service.

My responsibilities include assisting customers with service setup, troubleshooting technical issues related to internet and mobile services, and resolving billing inquiries. In addition to my call center duties, I manage reception and provide face-to-face support for customers who visit the office, requiring technical or account assistance.

I was also offered the opportunity to lead the Onboarding Team in the absence of our team leaders.

At the end of June 2026, my team at AGL is being made redundant due to company restructuring. This change is not performance-based and has provided me with the opportunity to seek new challenges where I can continue to grow and contribute my skills in customer service.

Working as a waitress at Moruya Bowling Club, my main focus was delivering great front-of-house customer service to everyone. I had a range of jobs, including waitressing, money handling, cleaning, setting tables, and handling customer complaints that arose in a professional manner. I was always happy to jump in and help in the kitchen when they needed extra hands. Some kitchen jobs that arose were serving up desserts, helping with cleaning, and serving up salads. This was a fast-paced work environment that helped me improve in multitasking and working as a team. I had the opportunity to run and close the restaurant by myself, which helped me gain confidence and work in a fast-paced environment. I was also given opportunities to train new employees.

Working as a customer service assistant at Southern Phone Company, my main job was to answer phone calls in a professional manner and help customers with their inquiries and technical problems. I learned to listen to customers' needs and work to the best of my ability to make sure their needs were met.

Working at Woolworths as a Deli Clerk, my main role was serving customers' fresh produce. I was also in charge of cleaning, organizing, and restocking fresh produce, operating slicers and ovens.