Hi, I’m
Michelle Smith
Melbourne,VIC
Summary
Proven expertise in enhancing client relationships and ensuring confidentiality, as demonstrated at Serco Global Services. Skilled in conflict resolution and critical thinking, I excel in high-pressure environments, significantly improving customer satisfaction. My background in case management and commitment to cultural competency drive successful outcomes across diverse client groups. Knowledgeable and dedicated customer service professional with extensive experience across industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
21
years of professional experience
Work History
Serco Global Services
Client Service Representative
2023.04 - Current (1 year & 5 months)
Job overview
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanour during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients accounts, lodgements and obligations and debts.
- Negotiating client debts with customers and agents using legislation and limited discretion.
Returned Service League
Social Work Intern
2022.03 - 2022.08 (5 months)
Job overview
- Enhanced client well-being by conducting comprehensive assessments and developing tailored care plans.
- Mitigated crisis situations through active listening, de-escalation techniques, and timely intervention where needed.
- Reduced recidivism rates through targeted interventions focused on addressing underlying factors contributing to repeated crises.
- Collaborated with healthcare providers to ensure optimal physical health outcomes for clients in need of medical attention.
- Advanced cultural competence within the organization through training and consultation on diversity issues.
- Streamlined case management processes by implementing efficient documentation practices and utilizing appropriate technology.
- Promoted self-advocacy skills among clients by providing information, tools, and encouragement to make informed decisions.
- Ensured timely access to services by effectively coordinating care with interdisciplinary teams.
- Facilitated successful transitions for clients through thorough discharge planning and follow-up support.
ANZ Banking Group
Personal Banker
2003.04 - 2014.12 (11 years & 8 months)
Job overview
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Cross-sold bank products and services to meet customer needs and provide options.
- Enhanced client retention with proactive follow-ups and timely resolution of account issues.
- Worked closely with management to ensure compliance of branch and ensuring all staff complying to code.
- Refinance Mortgage, obtaining payout figures for other financial institutions on settlement day.
Education
Victoria University , Melbourne, VIC
Bachelor of Science from Social Work
07.2023
Skills
- Exceptional Customer Support
- All Payment Processing
- Call center experience
- Customer Focus
- Conflict Resolution
- Case Management
- Client Confidentiality
- Cultural Competency
- Risk Management
- Critical Thinking
- Attention to Detail
- Psychosocial Assessments
- Referrals and Networking
Languages
English
Native or Bilingual
Objective
To gain employment in one of the major cities in United Arab Emirates in order to Immigrate there.
Timeline
Client Service Representative
Serco Global Services
2023.04 - Current (1 year & 5 months)
Social Work Intern
Returned Service League
2022.03 - 2022.08 (5 months)
Personal Banker
ANZ Banking Group
2003.04 - 2014.12 (11 years & 8 months)
Victoria University
Bachelor of Science from Social Work
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