Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melanie Treloar

Eltham,VIC

Summary

Dedicated and reliable professional with over 20 years of extensive experience in customer service, demonstrating a mature and analytical approach to problem-solving. Proven ability to manage high volumes of calls while providing accurate information and ensuring customer satisfaction through effective communication. Proficient in various software applications, including Microsoft Office 365 and Salesforce, with ongoing upskilling in bookkeeping, accounts payable/receivable, and payroll to enhance financial administration capabilities. Committed to delivering exceptional work standards by employing best practices and fostering meaningful relationships with colleagues, clients, and stakeholders.

Overview

2026
2026
years of professional experience

Work History

Casual Contact Representative

The Message Centre Pty Ltd
11.2024 - 04.2025
  • Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
  • Promptly responded to inquiries and requests from prospective customers.
  • Maintained detailed records of customer interactions, ensuring accurate documentation for future reference or follow-up actions.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.

Call Centre Consultant

Startek Australia
01.2022 - 06.2024
  • Supported Westpac Banking Corporation (WBC) Brokers in all stages of the mortgage lifecycle including new home loan/refinance applications, property settlement and servicing of approved loans. Ensured a high level of customer service and satisfaction of applying a thorough understanding of WBC mortgage products and services.
  • Provide excellence in customer service. Actively Assist, listen and understand customers/broker's needs with the ability to empathise.
  • To resolve enquiries in a timely, accurate and professional manner, having regard to company policies, procedures and legislative contractual obligations.
  • Consult with other departments to ensure the required outcome and objective has been achieved.
  • Ability to prioritise competing tasks to meet client specified Service Level Agreements (SLAs).
  • Ensure all team objectives, call-quality requirements and average handling times meet or exceed specified standards.
  • Demonstrate accurate keyboard skills, high-level numeracy and correct sequence of data entry.
  • Ability to identify why a problem has occurred - Root Cause Analysis.
  • Adapted quickly to changing priorities within the call centre environment without sacrificing quality or efficiency in task completion.


Associate Claims Consultant

Telstra
08.2018 - 11.2020
  • Provide a client-driven service experience tailored for the individual need of Telstra's current and ex-employees. Adequately identify, assess and review information to make decisions bases on sound evidence and in accordance with federal and state legislative requirements, policy and procedures.
  • Maintained a demonstrated performance in a pressured environment.
  • Strong commitment to an empathetic, resilient and motivational approach whilst providing a customer centric support.
  • Maintained strong relationships with clients, fostering trust and loyalty through excellent communication skills.
  • Enhanced client satisfaction by providing timely updates on claim status and offering personalized support.

Claims Processing Officer

Telstra
08.2014 - 2018
  • Ability to understand and implement new concepts quickly, including new computer systems and database programs. Provide quality operational support, registering Workers' Compensation Claim Submission with a strong commitment to quality, integrity and a proven high level of accuracy in work output. Create and Maintain Claim Paper Files and Electronic Database Management Systems.

Advertiser Specialist

Sensis Pty Ltd
08.2012
  • Provided quality operational support by contract keying and report management to ensure the integrity of the final product within tight timeframes.

Sales Contract Coordinator

Sensis Pty Ltd
2010 - 2012
  • Committed to high standard of quality and accuracy in work output, including resolving internal and external queries.
  • Conducted one-to-one coaching support for Yellow Pages Online and Print Sales Representatives.
  • Reduced processing times by automating routine tasks and improving overall workflow efficiency.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Kept high average of performance evaluations.

Data Control Manager

AAA Tourism
2010 - 2011
  • Process contracts, approval, amendments, and direct debit to ensure the product purchases (print and online) was finalised for publishing by deadline.
  • Coordinated day-to-day business functions including filing, mail, answering telephones and consulting with internal and external stakeholders.
  • Accomplished multiple tasks within established timeframes.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Client Services Officer and Information Technology Assistant

Retire Invest Bendigo
2004 - 2009
  • Maintained customer records, processed new superannuation and applications.
  • Provided quality reporting, system upgrades (including transition to a paperless office) and conducted tailor-made training.
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
  • Managed receptionist area by greeting visitors, responding to telephone, and email inquiries and providing information for in-person requests.

Personal Assistant

Stephen White Financial Services Pty Ltd
10.2000 - 2003
  • Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
  • Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.
  • Streamlined office operations, implemented digital filing systems to reduce paper use and improve accessibility.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Accomplished project deadlines by assisting with task completion whenever required.


Education

Diploma of Business -

Talent 2
01.2014

Certificate IV - Accounting & Bookkeeping

Swinburne University of Technology
08.2025

Victorian Certificate of Education - undefined

Cobram Secondary College
01.1999

Skills

  • Effective communication - verbal and written communication
  • Professional call etiquette
  • Detail-oriented data management
  • Data entry proficiency
  • Comprehensive documentation skills
  • Document review
  • Prioritization and scheduling
  • Cross-functional collaboration
  • Collaborative relationship building
  • Customer-oriented technical assistance
  • Experience with agile frameworks
  • Experienced in CRM software management
  • Strong problem-solving skills
  • Deadline management

Timeline

Casual Contact Representative

The Message Centre Pty Ltd
11.2024 - 04.2025

Call Centre Consultant

Startek Australia
01.2022 - 06.2024

Associate Claims Consultant

Telstra
08.2018 - 11.2020

Claims Processing Officer

Telstra
08.2014 - 2018

Advertiser Specialist

Sensis Pty Ltd
08.2012

Personal Assistant

Stephen White Financial Services Pty Ltd
10.2000 - 2003

Certificate IV - Accounting & Bookkeeping

Swinburne University of Technology

Victorian Certificate of Education - undefined

Cobram Secondary College

Sales Contract Coordinator

Sensis Pty Ltd
2010 - 2012

Data Control Manager

AAA Tourism
2010 - 2011

Client Services Officer and Information Technology Assistant

Retire Invest Bendigo
2004 - 2009

Diploma of Business -

Talent 2

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Melanie Treloar