Michelle Putnam
Kelso,NSW
Summary
Accomplished Customer Service Manager with a proven track record at Value NSW, enhancing customer satisfaction through expert problem-solving and robust customer service skills. Excelled in reducing complaints and fostering strong customer relationships, backed by proficiency in Microsoft Office. Demonstrated leadership in team management and process improvement, ensuring high-quality service delivery. Customer service management professional experienced with inbound and outbound customer service and collections. Team player with exceptional listening and critical thinking skills. Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
I have worked within many legislative frameworks, and applied legislation on a daily basis.
I have represented the organisations I worked for in an ethical and honest manner.
I am a NSW Justice of the Peace.
Overview
34
34
years of professional experience
Work History
Customer Service Manager
Value NSW
09.2020 - 09.2024
- Resolved customer complaints while prioritizing customer satisfaction..
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Managed complex customer issues effectively, navigating multiple internal and external resources to identify and implement the best possible solutions.
- Developed strong relationships with key stakeholders, ensuring their needs were met consistently and promptly.
- Collaborated with upper management to improve customer service processes and support structures across the organisation.
- Set Priorities; allocate tasks and resources to address peaks and troughs in workloads for objection processing, call centre enquiries and written correspondence.
- Worked within legislative and policy frameworks.
Senior Client Service Officer
NSW Trustee & Guardian
05.2011 - 09.2020
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Managed customers who where on a financial management order, including preparing annual budgets, seeking accommodation both rentals and purchasing properties.
- Prepared Wills, Powers of Attorney and Enduring Guardian documents.
- Administered Estates, Trusts and Powers of Attorney, which often included taking inventory in properties, selling properties and renting properties on beneficiaries behalf.
- Worked within legislation and policy frameworks.
Principal Client Service Officer
NSW Fair Trading
05.2000 - 05.2011
- Maintained detailed records of all client interactions, ensuring accurate information was available for reference during future engagements.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and support.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Registered Incorporated Associations and Co-operatives
- Worked within legislation and policy.
Registrar Local Court
Attorney General
02.1991 - 05.2000
- Provided information, assistance and guidance to members of the public on local court procedures and applications.
- Prepared court lists, filed and kept track of court-related documents.
- Filed civil claims.
- Issued warrants
- Issued subpoenas
- Sat as a Registrar in out of hours bail courts
- I am appointed an Assistance Coroner for the state of NSW
Education
Advanced Diploma - Management
Armidale University
Armidale, NSW08.2012
Frontline Management Certificate 1V - Management
TAFE
Sydney09.2000
High School Diploma -
Young High School
Young, NSW11.1979
Skills
Customer Service
Problem-Solving
Microsoft Outlook, Word, and Excel
Customer-focused
Training and mentoring
Customer Relations
Decision-Making
Adherence to high customer service standards
Exceptional interpersonal communication
Complaint resolution
Conflict resolution techniques
Exceptional telephone etiquette
Quality Assurance
Call Center Management
Positive and Constructive Feedback
Deadline-oriented
Product Knowledge
Continuous Improvement
Timeline
Customer Service Manager
Value NSW
09.2020 - 09.2024
Senior Client Service Officer
NSW Trustee & Guardian
05.2011 - 09.2020
Principal Client Service Officer
NSW Fair Trading
05.2000 - 05.2011
Registrar Local Court
Attorney General
02.1991 - 05.2000
Advanced Diploma - Management
Armidale University
Frontline Management Certificate 1V - Management
TAFE
High School Diploma -
Young High School
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