Hi, I’m
Melissa Richardson
Healesville,VIC
Summary
- Proven track record in enhancing customer satisfaction and streamlining service processes. Skilled in client advocacy and problem-solving, I excel in building relationships and maintaining data confidentiality. Achieved significant improvements in efficiency and customer experience through collaboration and attention to detail.
- Skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
- Computer-savvy with upbeat nature and analytical problem-solving skills. Experienced in managing data entry and documentation requirements with excellent organizational skills.
- Earnest individual with experience in human services field providing support and guidance to individuals in need. Strong understanding of effectively working with people from diverse backgrounds. Passionate about helping others access needed services.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
21
years of professional experience
Work History
Victoria Legal Aid
Grants Service Officer
2023.09 - Current (1 year)
Job overview
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support.
- Initiated contact with appropriate service providers to request referrals for a variety of court matters.
- Conducted regular training sessions for staff development and skills enhancement.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Streamlined service processes for increased efficiency and improved customer experience.
- Developed and maintained strong relationships with key clients, fostering long-term partnerships.
- Facilitated communication between clients and internal teams to address concerns promptly and effectively.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated closely with other departments to resolve complex client issues while maintaining professionalism at all times.
- Demonstrated adaptability in managing diverse clientele while maintaining a steadfast focus on quality outcomes.
Services Australia - Centrelink & Medicare Program
Customer Service Officer
2007.07 - 2017.07 (10 years)
Job overview
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Health and Safety representative, I worked alone with senior management, Unions & Work Safe in relocation and redesign of new premises.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Responded to customer calls and emails to answer questions about products and services.
- Provided primary customer support to internal and external customers.
- Demonstrated adaptability in handling diverse and highly emotional clientele, effectively addressing their unique needs and expectations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
- Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
- Updated account information to maintain customer records.
- Maintained up-to-date knowledge of product and service changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
Services Australia - Child Support Program
Customer Service Officer & Team Leader
2007.07 - 2017.07 (10 years)
Job overview
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Completed data entry to record call notes, suggestions and questions.
- Provided primary customer support to internal and external customers.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
- Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
- Conducted thorough research to provide detailed solutions to complex customer inquiries, ensuring satisfaction and understanding.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Assisted in training new hires, sharing best practices for delivering outstanding customer experiences consistently.
- Elevated team morale by actively participating in group activities, promoting a positive work environment conducive to excellent service delivery.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Built strong relationships with customers through positive attitude and attentive response.
- Gathered, organized and input information into digital database.
Uniting Church
Co-ordinator of Child Care Centre
2003.09 - 2007.07 (3 years & 10 months)
Job overview
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Coached employees through day-to-day work and complex problems.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Assisted in recruitment efforts, coordinating interviews and managing onboarding activities for new hires effectively.
- Handled incoming and outgoing shipping and receiving activities.
- Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.
- Resolved conflicts swiftly among team members through effective mediation techniques, fostering an amicable working environment conducive to collaboration.
- Organized company-wide events that boosted employee morale and cultivated team spirit within the organization.
- Negotiated contracts successfully with vendors securing favourable terms while upholding high-quality standards.
- Spearheaded volunteer programs that positively impacted local communities while showcasing the company''s commitment to social responsibility.
- Utilized proactive communication abilities to resolve employment-related disputes.
- Implemented cost-saving measures through resource allocation optimization, leading to significant budget reductions.
- Resolved issues through active listening and open-ended questioning.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Monitored front areas so that questions could be promptly addressed.
- Completed bi-weekly payroll for 8 employees.
- Interceded between employees during arguments and diffused tense situations.
Education
West Suffolk College , United Kingdom
No Degree from Mothercraft Nursing
Skills
- Written and verbal communication
- Client Needs Assessments
- Client Advocacy
- Collaboration and Teamwork
- Problem-Solving
- Attention to Detail
- Data Confidentiality
- Relationship Building
- Behavioral Intervention
Timeline
Grants Service Officer
Victoria Legal Aid
2023.09 - Current (1 year)
Customer Service Officer
Services Australia - Centrelink & Medicare Program
2007.07 - 2017.07 (10 years)
Customer Service Officer & Team Leader
Services Australia - Child Support Program
2007.07 - 2017.07 (10 years)
Co-ordinator of Child Care Centre
Uniting Church
2003.09 - 2007.07 (3 years & 10 months)
West Suffolk College
No Degree from Mothercraft Nursing
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