MERCY SUISALA
Summary
I am a young professional dedicated to achieving excellence in all endeavours, with a strong passion for continuous learning and growth. I bring a dynamic blend of enthusiasm and adaptability to any team. Confident in all communications and detailed in completing accurate inspections. I thrive in fast-paced environments and autonomous work settings where I can leverage my innovative thinking and problem-solving skills to drive impactful results.
Overview
7
7
years of professional experience
1
1
Certification
Work History
A02 Customer Experience Officer - Front Counters
TAFE Queensland
06.2025 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Supported students in completing enrolment processes.
- Created structured payment options facilitating student fee settlements.
Experienced Customer Service Consultant
The Lottery Corporation
Brisbane, QLD
05.2024 - 05.2025
- Managed high volume of inbound and outbound calls with emphasis on customer satisfaction.
- Updated customer accounts with accurate information after each interaction.
- Ensured confidentiality of all sensitive information handled during client interactions.
- Identified upselling opportunities while maintaining excellent customer service standards.
- Documented all customer interactions and transactions accurately for future reference.
- Participated in workshops and training sessions to improve personal skills and job performance.
- Worked closely with the team to meet or exceed service goals on a consistent basis.
- Handled customer complaints, providing appropriate solutions and follow-ups within time limits.
- Maintained up-to-date knowledge of product information to assist customers effectively.
- Calmly dealt with irate customers by offering constructive solutions in a professional manner.
Call Centre Consultant
Telstra
04.2023 - 12.2023
- Worked closely with the team to meet or exceed service goals on a consistent basis.
- Scheduled appointments for customers as required by their needs or concerns.
- Resolved customer inquiries via phone, email, and live chat support.
- Record detailed information from customer interactions accurately and promptly in the CRM system.
- Work closely with colleagues and supervisors to share knowledge, escalate complex issues, and collaborate on problem-solving.
Account Administrator
Pet Circle
04.2022 - 02.2023
- Utilized spreadsheet software to create detailed financial reports and charts for presentation purposes.
- Implemented new bookkeeping procedures to improve efficiency and accuracy of financial record keeping.
- Managed accounts payable and receivable activities to ensure timely payment processing and cash flow management.
- Adjusted journal entries for accruals, prepayments, and provisions as part of month-end closing processes.
- Coordinated supplier delivery schedules.
Librarian Assistant
Woodridge State High School
01.2019 - 11.2021
- Suggested books and authors to patrons based on interests or previous reads.
- Processed new library acquisitions, preparing them for public availability.
- Implemented user surveys to gather feedback for service improvements.
- Maintained a quiet and orderly library environment conducive to studying and reading.
- Directed supervision of classes utilizing library equipment rooms.
Education
High School Diploma - undefined
Woodridge State High School
11.2021
Skills
- Effective communication
- Database Management
- Adobe Software Suite
- Microsoft Office 365
- Data Entry
- Bilingual
- Customer service
- Relationship building
- Call center experience
- Computer proficiency
- Complaint handling
- Payment processing
- Customer satisfaction measurement
- Excellent work ethic
- Efficient multitasking
Certification
- Certificate IV in Library and Information Services
- Certificate II in Skills for Work and Vocational Pathways
- Certificate I in Information, Digital Media and Technology
- Cert III Hospitality
Timeline
A02 Customer Experience Officer - Front Counters
TAFE Queensland
06.2025 - Current
Experienced Customer Service Consultant
The Lottery Corporation
05.2024 - 05.2025
Call Centre Consultant
Telstra
04.2023 - 12.2023
Account Administrator
Pet Circle
04.2022 - 02.2023
Librarian Assistant
Woodridge State High School
01.2019 - 11.2021
High School Diploma - undefined
Woodridge State High School