Mia Dwyer
Brisbane,QLD
Summary
Organised and motivated 21-year-old with call centre experience in email management, order fulfilment, customer information handling, and problem-solving. Possessing strong organisational skills and a proven history of effectively managing administrative tasks. Seeking to leverage skills whilst contributing to the successful coordination of the Truth-telling and Healing Inquiry at the Department of Treaty, Aboriginal and Torres Strait Islander Partnerships, Communities and Arts.
Overview
6
6
years of professional experience
Work History
Customer experience agent
yourtown
05.2022 - Current
- Working in a small contact centre, handling high-volume inbound & outbound calls and resolving inquiries and issues promptly through a range of different channels
- Regular work as relief supervisor within the contact centre and a resource for colleagues, providing support and assisting with inquiries
- Demonstrate proficiency in using CRM software to document customer interactions and update records
- Assist with data entry, filing, and maintaining records, ensuring accuracy and completeness
- Collaborate with cross-functional teams to streamline processes and improve overall customer satisfaction
- Train and mentor new team members on customer service practices and administrative procedures
- Managed customer accounts, processed orders, and handled billing inquiries
- Managed a high-volume email inbox, responding to customer inquiries, concerns and feedback
- Developed standardized email templates to streamline responses and ensure consistency in communication
- Safeguarded sensitive customer information by adhering to data protection regulation
- Updated and maintained customer databases with accurate and current information, ensuring data integrity
- Contributed to fostering a positive work culture aligned with the visions and values of yourtown.
Retail Assistant
Officeworks
11.2018 - 05.2022
- Built and maintained relationships with peers and upper management to drive team success
- Retained product, service, and company policy knowledge to serve as a resource for both coworkers and customers
- Functioned as initial contact in addressing customer concerns
- Operated cash register, collected payments, and provided accurate change
- Trained new team members operations, stock procedures, and customer services
- Learned roles of other departments to provide coverage and keep.
Education
Bachelor of Justice - Policy And Politics
Queensland University of Technology
11.2026
Skills
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Strong communication and people skills for building and maintaining relationships
- Excellent time management and organisational abilities
- Ability to multitask and work effectively under pressure
- Familiarity with CRM software (eg Zendesk, Dynamics 365)
- Detail-oriented
- Analytical mindset with the capability to generate critical insights
- Experience in administrative processes
- Adherence to guidelines and regulations for document handling and dissemination
References
Available upon request
Timeline
Customer experience agent
yourtown
05.2022 - Current
Retail Assistant
Officeworks
11.2018 - 05.2022
Bachelor of Justice - Policy And Politics
Queensland University of Technology
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