Merna Yokhana
Melbourne
Summary
Professional service expert with solid background in delivering exceptional customer service and fostering positive client relationships. Skilled in problem-solving, process improvement, and ensuring compliance with policies and regulations. Strong focus on teamwork and achieving results, with flexible approach to adapt to changing needs. Reliable, dependable, and equipped with excellent communication and organizational skills.
Overview
6
6
years of professional experience
Work History
Centrelink Service Officer - APS4
Services Australia
01.2024 - Current
- Interacting with a diverse range of individuals including people in vulnerable circumstances with professionalism, empathy and a willingness to help
- Maintained comprehensive knowledge of policies, ensuring accurate information dissemination to clients.
- Delivered exceptional customer service, addressing inquiries and resolving issues efficiently.
- Assisted in processing claims and applications, adhering to established guidelines for quality assurance.
- Collaborated with other departments to ensure prompt resolution of client requests.
Supervisor
Coles
11.2020 - Current
- Helped customers complete purchases, locate items and join reward programs.
- Answered questions about store policies and addressed customer concerns.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Recommended products to customers to drive sales.
- Stayed current on available products, store promotions and customer service policies to better serve shoppers.
- Assisted customers by finding items quickly to boost store satisfaction rates.
- Retrieved items for customers and verified prices.
- Trained and mentored team members to enhance performance and productivity.
Dispute Resolution Specialist
Australia Post
11.2022 - 01.2024
- Verified accuracy and sorted information to prepare source data for computer entry.
- Resolved customer disputes by investigating claims and communicating findings effectively.
- Developed successful filing system to increase ability to retain and recover documents, reports and records.
- Gathered, entered and updated data to maintain departmental records and databases.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Developed case plans and conducted comprehensive investigation tactics to obtain necessary evidence.
Membership Consultant, 2IC
Anytime Fitness
12.2021 - 12.2022
- Engaged with customers to effectively build rapport and lasting relationships.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Completed facility tours to demonstrate value of membership and describe key features.
- Welcomed both new and existing members to organization by delivering kind greeting upon entrance.
- Met with store managers to discuss product needs, accomplish sales goals and facilitate sales growth.
- Promoted memorable shopping experiences resulting in increased customer retention and loyalty.
Crew Trainer
Mcdonalds
01.2019 - 01.2021
- Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
- Taught new team members correct procedures for all areas of operations.
- Set positive example for team members by providing high-quality, efficient service.
- Greeted customers with smile and provided friendly service to professionally handle every need.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Applied knowledge of previous supply needs and forecasted business levels to estimate required supplies.
Education
VCE Completion -
Mount Ridley College
11.2021
Bachelor of Laws -
Victoria University
Melbourne, VIC01-2027
Skills
- Proficient in QOL and QMA
- Issue Resolution
- Customer service
- Relationships and Rapport
- Written and verbal communication
- Computer Skills
- Working Collaboratively
- Documentation Abilities
- Critical thinking
Additional Information
- QUALIFICATIONS INVOLVE:
CPR AND FIRST AID TRAINING
WORKING WITH CHILDRENS CHECK
POLICE CHECK
Timeline
Centrelink Service Officer - APS4
Services Australia
01.2024 - Current
Dispute Resolution Specialist
Australia Post
11.2022 - 01.2024
Membership Consultant, 2IC
Anytime Fitness
12.2021 - 12.2022
Supervisor
Coles
11.2020 - Current
Crew Trainer
Mcdonalds
01.2019 - 01.2021
VCE Completion -
Mount Ridley College
Bachelor of Laws -
Victoria University
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