Summary
Overview
Work History
Education
Skills
Timeline
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Merrilee Gibbs

Summary

Polite and professional Call Centre Representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.

Overview

17
17
years of professional experience

Work History

Educational Assistant

Education Queensland
01.2008 - Current
  • Delivered personalized educational, behavioural, and emotional support to individual students to enable positive learning outcomes.
  • Provided support to help students with special needs learn and grow.
  • Supported student learning objectives through personalized and small group assistance.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Applied specialized teaching techniques to reinforce social and communication skills.

Administrator

AMW Constructions
04.2009 - 01.2018
  • Monitored incoming contracts and service agreements for correct pricing and information.
  • Drafted, reviewed and revised contracts for accuracy and completeness.
  • Prepared and issued reports on contract performance and compliance.
  • Addressed contract disputes and provided advice and guidance to resolve issues.
  • Negotiated and reviewed contracts to protect customer interests.
  • Oversaw contracts for over two different departments using both manual and automated strategies.
  • Streamlined operations by developing and implementing improved contract management processes.
  • Organized and updated databases, records and other information resources.

Call Centre Representative

AAMI Insurance
12.2006 - 02.2009
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Responded to customer calls and emails to answer questions about products and services.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Chosen to complete extra training opportunities to enhance customer relationships in Motor storm response team.
  • Worked on switchboard, as switchboard operator.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

Certificate III - Business Administration

Open Learning
Brisbane, QLD

Graduate Certificate - Ladies And Men's Hairdressing

Wynne-Hoelscher Academy
Brisbane, QLD
01.1999

High School Diploma -

Suncoast Christian College
11.1997

Skills

  • High-Volume Call Centres
  • Computer Literacy
  • Empathy and Patience
  • Time Management
  • Call Handling Techniques
  • Needs Assessment
  • Product Knowledge
  • Up-selling Techniques
  • Calm and Professional Under Pressure

Timeline

Administrator

AMW Constructions
04.2009 - 01.2018

Educational Assistant

Education Queensland
01.2008 - Current

Call Centre Representative

AAMI Insurance
12.2006 - 02.2009

Certificate III - Business Administration

Open Learning

Graduate Certificate - Ladies And Men's Hairdressing

Wynne-Hoelscher Academy

High School Diploma -

Suncoast Christian College

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Merrilee Gibbs