Michelle Detering
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Housing Customer Service Officer
Department of Families,Fairness and Housing
03.2024 - Current
- Enhanced satisfaction by efficiently addressing and resolving Renter and external parties inquiries and concerns.
- Address complaints and mitigate dissatisfaction by employing timely and on-point solutions and following department policy.
- Maintain a high level of product knowledge to effectively assist Renters with accurate information and recommendations.
- Complete data entry to record call notes
- Contribute to the achievement of departmental targets by meeting key performance indicators consistently.
- Reduce response time by managing high call volumes while maintaining a professional demeanour under pressure.
- Meet customer call guidelines for service levels, handle time and productivity.
Administration Officer
Workways
07.2023 - 11.2023
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Maintained personnel records and updated internal databases to support document management.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Provide timely effective diary management in consultation with the Site Manager.
- Support staff with general administrative tasks
- Actively contribute to the team objective
Cover Review Consultant
Health Insurance
02.2023 - 06.2023
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and inputted information into the database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Customer Service Call Centre Representative
Energy Australia
07.2022 - 11.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call centre's CRM database.
- 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.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
Claims Officer
The Presidian Group
02.2022 - 06.2022
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Responded to inquiries by answering questions, providing information and directing customers to appropriate resources.
- Provided advice to customers regarding claims, rights and insurance processes to prevent disputes.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Verified client information by analyzing existing evidence on file.
- Checked documentation for accuracy and validity on updated systems.
Customer Service Representative
Department of Families, Fairness & Housing VIC
06.2012 - 02.2022
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
Customer Service Officer
Centrelink
01.2011 - 06.2012
- My role was to answer inbound calls from Centrelink customers directly impacted by the Queensland floods and assist with disaster relief payments.
- I was also trained in Youth Allowance and continued in the role until the end of my temp contract.
- Data entry
- Empathy
- Phone Etiquette
- Decision making
Customer Service Representative
Latrobe Health Services
03.2003 - 02.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Teletech Pty Ltd
02.2002 - 11.2002
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
Trainee Retail Operations Manager
Target
08.1995 - 03.1998
- Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
- Acted with integrity, honesty and knowledge to promote culture of company.
- Attended training courses to build understanding of processes, techniques, and industry.
- Shadowed senior team members to learn all related jobs and tasks.
- Established lasting relationships with peers, leadership and customers using strong communication and interpersonal skills.
- Performed administrative functions, answering phones and filing paperwork in support of department.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collaborated with employees from various backgrounds.
Data Entry Operator
Australian Security Commission
02.1994 - 01.1995
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Corrected data entry errors to prevent duplication or data degradation.
- Verified data files prior to entry to maintain high data accuracy.
- Evaluated source documents to locate needed information.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Organized, sorted, and checked input data against original documents.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Used computer software to store and retrieve data.
- Followed data entry protocols, rules and regulations.
- Kept optimal quality levels to prevent critical errors and support team performance targets.
Education
High School Diploma -
Maryvale High School
11.1992
Skills
- Time Management
- Communication Skills
- Teamwork
- Customer Service
- Results Focused
- Empathy
- Phone Etiquette
- Data Entry
- Thoroughness
- Customer service
- Deadline Adherence
- Personable and Approachable
- Complaint Handling
- Administrative Support
- Call centre experience
Certification
- VIC Volunteer WWC Check, VIC Government, 07/19/2028
- VIC Employee WWC Check, VIC Government, 07/19/2028
- Australian Federal Police Check, 07/01/2023, 07/01/2026, 5537090
- NDIS Worker Screening Check, Justice Victoria, 09/01/2023, 09/01/2028, 67913799
Languages
English
Timeline
Housing Customer Service Officer
Department of Families,Fairness and Housing
03.2024 - Current
Administration Officer
Workways
07.2023 - 11.2023
Cover Review Consultant
Health Insurance
02.2023 - 06.2023
Customer Service Call Centre Representative
Energy Australia
07.2022 - 11.2022
Claims Officer
The Presidian Group
02.2022 - 06.2022
Customer Service Representative
Department of Families, Fairness & Housing VIC
06.2012 - 02.2022
Customer Service Officer
Centrelink
01.2011 - 06.2012
Customer Service Representative
Latrobe Health Services
03.2003 - 02.2008
Customer Service Representative
Teletech Pty Ltd
02.2002 - 11.2002
Trainee Retail Operations Manager
Target
08.1995 - 03.1998
Data Entry Operator
Australian Security Commission
02.1994 - 01.1995
High School Diploma -
Maryvale High School
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