Summary
Overview
Work History
Education
Skills
Timeline
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Mele Politoni

Glebe,NSW

Summary

Dynamic professional with a proven track record in service delivery optimization and problem-solving, honed at Services Australia. Skilled in enhancing customer satisfaction and efficiency, evidenced by consistently exceeding performance metrics. Excels in interpersonal communication and effective time management, adept at adapting to diverse team environments and driving results with a focus on achievements.

Overview

12
12
years of professional experience

Work History

Service Delivery Officer

Services Australia
03.2021 - 06.2023
  • Ensured adherence to industry standards and regulations, maintaining a high level of professionalism at all times.
  • Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
  • Improved service delivery efficiency by implementing streamlined processes and procedures.
  • Coordinated cross-functional teams to deliver comprehensive solutions for clients' unique needs.
  • Evaluated team performance regularly, providing constructive feedback and guidance to help each member reach their full potential in their service delivery roles.
  • Fostered a positive work environment that encouraged teamwork while also promoting individual growth opportunities within the company.
  • Collected, arranged, and input information into database system.

Missionary Volunteer

Alliance of the Holy Family International
09.2019 - 02.2021
  • Provided compassionate care to individuals facing personal challenges or crises, offering guidance and support when needed.
  • Strengthened volunteer team cohesion with regular meetings for reflection and planning purposes.
  • Empowered individuals with valuable life skills through workshops on Faith.
  • Inspired lasting change by mentoring at-risk youth and helping them develop positive habits that set them on a path toward success.
  • Developed youth programs to engage younger members of the community, fostering a sense of unity and shared values.
  • Promoted spiritual growth among members through regular prayer sessions, bible studies, and support groups.
  • Volunteered in overseas locations and in various roles.
  • Assisted with organizing religious activities and services.
  • Participated in religious ceremonies and events.
  • Attended meetings with religious leaders.
  • Supported religious leaders in performing various duties.
  • Prepared and distributed religious materials.
  • Provided guidance to members of congregation.
  • Maintained religious records and documents.
  • Provided pastoral counselling to members of congregation.

Workforce Real Time Analyst

Coca Cola Amatil
08.2011 - 03.2019
  • Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
  • Reduced absenteeism rates through efficient management of time-off requests and proactive communication with employees.
  • Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
  • Optimized schedules, forecasts and other tools to present to management.
  • Managed real-time inbound call traffic across the national call centre.
  • Collaborated with human resources departments to ensure adequate staffing levels were maintained throughout various shifts.
  • Evaluated existing workforce strategies; implemented process improvements leading to increased efficiency while maintaining quality standards during peak periods.
  • Conducted ongoing training sessions; increasing job preparedness amongst workers.
  • Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
  • Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
  • Balanced workload distribution among employees according to skill sets; leading to improved individual performance metrics.
  • Enhanced scheduling accuracy by monitoring call volumes and adjusting staffing levels accordingly.
  • Increased customer satisfaction scores by effectively managing the real-time queue, ensuring prompt response times to inbound calls.
  • Addressed employee concerns with schedule changes; ensuring a transparent and fair process for all involved parties.
  • Managed overtime, shift swaps, breaks and annual leave requests.
  • Set and adjusted to schedules to maintain optimal coverage and service levels.
  • Created training materials for new employees to provide information about attendance guidelines.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and provided backup support for organizational leadership.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Managed timely and effective replacement of damaged or missing products.

Education

High School Diploma -

St Scholastica College
Glebe, NSW
09.2003

Skills

  • Interpersonal Skills
  • Problem-solving abilities
  • Service Delivery Optimization
  • Effective Time Management
  • Multitasking
  • Excellent Communication
  • Adaptability and Flexibility

Timeline

Service Delivery Officer

Services Australia
03.2021 - 06.2023

Missionary Volunteer

Alliance of the Holy Family International
09.2019 - 02.2021

Workforce Real Time Analyst

Coca Cola Amatil
08.2011 - 03.2019

High School Diploma -

St Scholastica College

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Mele Politoni