Melissa Palma
Glenmore Park
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviours, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
Work History
Customer Care Specialist
Commonwealth Bank of Australia
02.2023 - 11.2024
- Handled inbound and outbound calls, on average 60+ calls in a working day.
- Provided administrative support across specialized services including client personal banking account management, loan and term deposit applications, and other Commonwealth Bank offerings
- Well-versed in company-specific software and systems (Commsee, Neo Genesys, Microsoft Office Suites, Aspect, Guided Workflow) and ensured business processes for CBA policy, procedure, CoC were met.
- I provided specific and targeted customer support by identifying their needs and nature of their inquiries, implementing courses of action, and providing appropriate service and solutions.
- Polished my skills in verifying personal information for , whilst adhering to client integrity for client privacy in accordance to banking identification compliance standard and KYC
Customer Service Officer
Service NSW
12.2021 - 08.2022
- Inbound and outbound calls approx. 60-70 calls per day.
- COVID-19 and natural disaster aids, form filling, service NSW account management, and assistance for the senior community.
- Resolved complex company-specific inquiries through the utilization of various digital data storage systems that were actively updating during COVID-19 as well as the NSW Floods, such as clients who did not have access to identification documents, clients who could no access a postage system or internet connection or those who were of the senior community and needed extra assistance to get their aid.
- Ensured that customer complaints arising during high-stress periods, such as complex agency transaction complaints, were accurately resolved and recorded. Unresolved issues were escalated through appropriate channels (email and telephony corresponded to both the client and internal support staff within the company)
- Well-experienced in the use of Microsoft Office suite as well as being technically proficient in learning new and specific software systems, efficiently and accurately, such as NEO Genesys and Workday.
Service Delivery Officer - APS 2 CAS Position
Australian Taxation Office
04.2020 - 09.2021
- Handled difficult client interactions via telephony and correspondence following correct client procedures
- Verified client identification for the purposes of disclosing personal information over the phone and via correspondence using information matching and identifying a plethora of identity documentation whilst adhering to client integrity for privacy
- Able to handle constructive criticism at a professional level from experience with QA assessments of Client to Service Delivery Officer interactions, for the purposes of better improving personal work performance
- Administration experience with processing work for client forms and documentation such as Business Activity Statements, tax returns and un-structured correspondence
- Experienced in learning new office-regulated software programs and updates (including office intranet) for data entry, client payment processing, updating personal details and other client interactions
Customer Service Officer
NEXTRA News Agency
04.2018 - 05.2020
- Handled difficult customers face to face and through phone with a variety of concerns within a highly social and demanding environment, building resilience
- Resolved customer complaints and escalated worsening concerns to managers for remediation
- Answering customer queries and offering advice
- Trained new team members in cash register operation, stock procedures and customer services
- Maintained high productivity by efficiently processing cash, credit, and debit payments for customers
- Assisted the managers with completing end-of-day counts and preventing loss or theft
- Reconciled accounting records and cash discrepancies by researching daily transactions to pinpoint issues
Education
High School Diploma -
Caroline Chisholm College
Glenmore Park, NSW10.2019
Bachelor of Medical Studies with Bachelor of Arts -
Macquarie University
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Records Maintenance
- Database Management
- Technical Support
- Problem-solving abilities
- Customer Service
- Product Knowledge
Timeline
Customer Care Specialist
Commonwealth Bank of Australia
02.2023 - 11.2024
Customer Service Officer
Service NSW
12.2021 - 08.2022
Service Delivery Officer - APS 2 CAS Position
Australian Taxation Office
04.2020 - 09.2021
Customer Service Officer
NEXTRA News Agency
04.2018 - 05.2020
High School Diploma -
Caroline Chisholm College
Bachelor of Medical Studies with Bachelor of Arts -
Macquarie University