Melissa Goforth

• Enhanced overall team efficiency by streamlining administrative processes and implementing innovative solutions.
• Managed multiple projects simultaneously, ensuring timely completion and adherence to timeframe constraints.
• Developed and maintained key business relationships to support organizational growth and expansion.
• Maintained accurate records of financial transactions, facilitating successful audits and compliance with regulations.
• Provided exceptional customer service, resolving issues promptly and professionally for increased satisfaction.
• Served as a liaison between different departments within the organization, promoting effective communication and collaboration on joint projects.
• Oversaw daily office operations, ensuring a well-organized and efficient work environment for all employees.
• Prepared meeting materials, set up conference rooms and took notes.
• Observed all laws, regulations and other applicable obligations.
• Fostered strong rapport with clients, vendors, and stakeholders through consistent follow-up and communication.
• Gathered, organized and input information into digital database.

• Managed real-time inbound call traffic across multiple contact center locations.
• Prepared and maintained reports, dashboards and monthly packages.
• Optimized schedules, forecasts and other tools to present to management.
• Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
• Enhanced workforce efficiency by analyzing data and identifying areas for improvement in staffing and scheduling.
• Facilitated communication between employees and management regarding scheduling preferences, promoting a positive work environment.
• Increased operational efficiency through continuous review of workforce performance metrics and recommending adjustments as needed.
• Managed overtime, shift swaps, breaks and PTO requests.
• Set and adjusted to schedules to maintain optimal coverage and service levels.
• Produced and updated documents, reports, and tracking spreadsheets using Software, Software and Software.
• Liaised between multiple business divisions to improve communications.

1800DEFENCE

• Maintained database systems to track and analyze operational data.
• Provided primary support to customers ensuring clear delivery of self service options conveyed.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving enquiries.
• Utilized Defence specific software to assist with customer enquiries.
• Escalated complex enquiries to internal areas in line with business procedures
• Maintained up-to-date knowledge of product and service changes.

Telecommunications Industry Ombudsman Complaint Case Manager.

TIO L1, Escalated & Executive Resolutions

• Collaborated with support teams to resolve customer complaints and drive customer experience.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded proactively and positively to rapid change.
• Sought ways to improve processes and services provided.
• Followed-through on all critical inter-departmental escalations to increase customer resolutions
• Analyzed customer complaint trends to discover areas of opportunity and provide feedback to management.
• Learned and followed customer service policies and procedures to meet organizational and industry standards.
• Worked well in a team setting, providing support and guidance
• Identified and assessed customer's needs quickly and accurately.

• Assessed clients' nutritional and health statuses to prescribe appropriate eating and exercise plans.
• Counseled clients on nutrition to help reach fitness goals.
• Provide one-on-one coaching, goal setting, creation and implementation of action plans to achieve clients desired outcomes
• Tracked client progress and delivered individualised feedback for personal growth
• Skilled at working independently and collaboratively in a team environment.

• Providing service to incoming customers to ensure initial enquiry is acknowledged and resolved the first call
• Ensure customer details are correct and kept confidential by requesting identification details on every call
• SMART goal setting to achieve personal, team and center sales targets
• Actively using specific computer packages applicable to Telstra e.g SIEBEL, STS, MHD, AXIS, START, NPAMS, FLEXCAB and MOBY
• Identification of customer enquiries and ensuring completed correct call transfer to appropriate area
• Use of effective questioning techniques to discover customers personal needs for use of Telstra products and services

Escalated Service Delivery / Network Reliability Framework Gatekeeper

• Undertake the daily activities associated with the National ESD Team
• Determine whether Cases/Sub cases in the NRF Proactive queue are NRF Eligible. This involves reviewing fault history to look for eligible clear codes (as defined in the NRF Gatekeeper Work Instructions) and root causes or underlying fault conditions
• Determine whether the Proactive NRF should be further investigated, escalated or closed
• Creating an electronic file associated with an ESD for Cases transferred to Level 2 Technical Expert’s or ESD/CNI Project Co-ordinators
• Entering details of the fault history and any possible service effecting CNI’s into the escalated comment’s field of the fault Management system e.g SIIAM prior to transferring the Case to the Level 2 Technical Expert or ESD/CNI Project Co-ordinator
• Ensure that Priority Assistance Cases/Sub cases are actioned in the first instance
• Ensure that valid ESD Cases are escalated to Level 2 Technical Experts