Melissa Wilkinson
Petrie,QLD
Summary
Having been in the customer service industry for many years. I consider myself self-motivated, flexible and a fast learner. Confidently showing the ability to work within a team environment, as well as autonomously when required. My main aim is to secure a full time, long term position within a company that will provide me ongoing training and opportunities that challenge. Ensuing a sense of customer/client comfort whilst sourcing and consulting for information for resolve. Enabling me to utilise previous skills and experience to impact your company in a positive way. Firmly believing that different perspectives can help form brilliant ideas for better resolves.
Overview
20
20
years of professional experience
Work History
Service Officer APS3(Equivalent)
Concentrix - Services Australia
Brisbane, QLD
05.2021 - 03.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction in a courteous and professional manner
- Actively listened to customers, handled queries in a timely manner while adhering to KPI's set
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer calls answering questions about Service Australia services and options
- Addressed customer complaints/disputes and mitigated dissatisfaction by employing timely and on-point solutions by using trained resolution.
- Ensured compliance with industry standards while performing daily tasks.
- Reconciled discrepancies between between customer nd company to ensure transparency of service.
General Admin/CSO
Peppermint Care
04.2020 - 11.2020
- Customer Care & Support, Dispatch Clerk, KPI Adherence, Data Entry, Tanda
Customer Service Representative
Clever Contacts
09.2019 - 10.2019
- Warm Call Handling, Customer Service, KPI Adherence, Data Entry, Financial Details Handling
Store Assistant (Voluteer - Skill retension)
Rothwell Group
07.2017 - 10.2017
- Greeter, Stock Knowledge, Retail & Sales, Inventory Cataloguing, Store Maintenance & Cleaning
Aged Care - Informal
In Home - Care
08.2013 - 09.2016
- Meal preparation, General Cleaning & Hygiene Assistance, Medication Handling, Restrictive Diet Adherence, Financial Maintenance Assistance, Emergency Health Adherence
Office All-Rounder
Australian Rapid Transport
05.2014 - 05.2016
- Customer/Client Contact, Contractor Contact, Adminstration, Data Entry, Filing & Data Archiving, Inbound & Outbound mail (email and land mail), Contract Writer, Payroll, Staff Liaison, Resolutions.
Customer Service Representative Level 2
IINET/WESTNET
03.2004 - 09.2010
- Customer Service, Technical Triage, Lvl3 Help Desk, Accounts & Billing, Support, Product Information, Inbound Sales, Outbound Customer Contact, Dispute Resolutions, Domain Management, KPI Adherence
Service Desk Analyst Level 1 & 2
AMCON SERVICE GROUP
12.2003 - 02.2004
- Reception, HP Overview, Service Calls, Service Access Request (SAR), SAP Password & Lockout, Citris Metaframe Management, Windows NT Admin, Help Desk, Inbound & Outbound Mail (Microsoft), Active Directory
Education
Certificate IV in Business Management -
Concentrix Learning
01.2023
Certificate III in Emergency Response -
St John Ambulance Australia
01.2011
Certificate III in Customer Contact -
TAFE International Western Australia
01.2006
High School Diploma -
Hamilton Senior High School
11-1989
Skills
- Data Processing
- Tech Support
- Customer Service
- Dispute resolution
- Debt Resolution
- Office Administration
- Helpdesk Support
- Autonomy
- Integrity
- Hard Working
- Attention to Detail
- Case Management
- Relationship Building
- Collaboration and Teamwork
- Active Listening
Awards
- Multiple Silver Awards
- Multiple Gold & Platinum Awards
Accomplishments
- Platinum Service Awards - Customer Service
- In-Company Awards for adherence to KPIs
Timeline
Service Officer APS3(Equivalent)
Concentrix - Services Australia
05.2021 - 03.2024
General Admin/CSO
Peppermint Care
04.2020 - 11.2020
Customer Service Representative
Clever Contacts
09.2019 - 10.2019
Store Assistant (Voluteer - Skill retension)
Rothwell Group
07.2017 - 10.2017
Office All-Rounder
Australian Rapid Transport
05.2014 - 05.2016
Aged Care - Informal
In Home - Care
08.2013 - 09.2016
Customer Service Representative Level 2
IINET/WESTNET
03.2004 - 09.2010
Service Desk Analyst Level 1 & 2
AMCON SERVICE GROUP
12.2003 - 02.2004
Certificate IV in Business Management -
Concentrix Learning
Certificate III in Emergency Response -
St John Ambulance Australia
Certificate III in Customer Contact -
TAFE International Western Australia
High School Diploma -
Hamilton Senior High School
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