Natalie Hadidi
Sydney,NSW
Summary
With 16 years of professional experience in customer service, my skills and expertise align well with the position. Proven ability to troubleshoot and resolve complex issues. Reliable and dependable, always seeking new responsibilities. Known for maintaining professionalism, patience, and efficiency to increase customer loyalty. Strong in problem solving, critical thinking, communication, and teamwork throughout my career.
Overview
17
17
years of professional experience
Work History
Customer Service Officer
Transport for NSW
01.2023 - Current
- Manage escalated customer disputes from the Contact Centre via second tier management for Customer, Concession & Schemes products
- Ensure accuracy of customer accounts by identifying transactional anomalies and processing adjustments (DR/CR) in line with the product’s terms and conditions
- Adhere to TfNSW delegation limits when maintaining and correcting anomalies, including the processing of financial policies and standards, and reconciling to computer-generated balances
- Receive and process concession and schemes applications in line with business rules and policies
- Build on customer relationships by researching and investigating past trends and practices and applying sound judgement to resolve issues and recover unpaid monies
- Resolve complex customer account disputes or concession and schemes applications by undertaking investigations, identifying problems, gathering evidence and using business rules and procedures to formulate an appropriate solution in a professional and timely manner.
Acting Customer Service Team Leader Concession Schemes
Transport For NSW
01.2021 - 01.2023
- Create robust processes for customer feedback and review performance through detailed analysis and reporting to ensure performance is on track, issues resolved on time and continuous improvement
- Agency Privacy Guidelines, including maintenance of registers and reports, and relevant audit trails to support compliance monitoring
- Lead the analysis of customer feedback and identify opportunities to improve the overall customer experience when dealing with ticketing systems
- Monitor trends, the quality of feedback data, volumes of feedback, system issues and subsequently investigate and make recommendations for process and system improvements that will benefit the customer
- Manage and develop a team, support the team in the creation and maintenance of a set of customer service operational standards and systems
- Act as a subject matter expert and customer operations lead for complex customer feedback, issues, and their resolution
- Manage team resources to ensure that sufficient capacity is available to meet customer demand during core operating hours
- Implement and manage a quality assurance plan that provides robust customer service standards
- Conducting regular reviews of ministerial correspondence, contact centre scripting and frequently ask questions (FAQs) and standard responses to ensure consistency for outbound correspondence within the Transport Cluster
- Developing a team of customer service officers, including monitoring performance and facilitating their ongoing skills development to support the delivery of optimal levels of services to customers while adhering to KPIs
- Coordinating the day to day running of the customer improvement program ensuring compliance with program objectives.
Corporate Service Officer
Transport for NSW
01.2011 - 01.2021
- Assist the Corporate Client Manager and Manager Business Development in the identification and establishment of new corporate accounts by researching, developing tools, processes, and procedures to support project implementation, and contributing to the development project teams
- Identify gaps in processes and operational requirements by applying commercial, tolling operational and tolling industry knowledge whilst providing recommendations and solutions to rectify
- Ensure agreed client deliverables are being met by adopting a consultative approach with corporate clients and internal business units to understand business challenges and requirements whilst and assisting in the development of competitive tailored solutions
- Manage the end-to-end operational management of corporate accounts including the financial reconciliation of transactions and debt recovery by monitoring, analysing and reporting on account performance against service agreement standards
- Contribute to the resolution of complex clients’ quandaries by participating in service delivery teams, developing, and presenting solutions to corporate clients
- Experience in the management of customer accounts in a high volume competitive and customer-focused environment
- Assist in improving processed in corporate account management
- Process financial transactions efficiently and with a high degree of accuracy
- Completion of weekly and monthly reporting for all Rental Car Account Managers for accounting and finance purposes
- Identifying and addressing issues at a customer service level and resolving them in a timely manner developed strong analytical and critical thinking skills which are vital in identifying compliance risks, conducting thorough investigations, and making data-driven decisions.
Seconded Team Leader Customer Accounts
Roads and Maritime Services
01.2009 - 01.2011
- Manage, develop, and lead a team of service professionals to ensure service delivery against key performance indicators and professional support of front-line service staff
- Provide consistent direction to the Customer Service Improvement team in accordance with RMS policies and procedures
- Create robust processes for customer feedback and review performance through detailed analysis and reporting to ensure performance is on track, issues resolved on time and continuous improvement
- Ensure effective working relationships are established and maintained with internal and external customers, also maintaining effective ongoing communication
- Manage and lead the team to deliver key performance indicators, can understand and consistently follow business rule and procedures
- Proactive identification of opportunities to minimise revenue leakage and through the analysis of data have the ability to define the requirements around investigative reporting
- Manage team resources to ensure that sufficient capacity is available to meet customer demand during core operating hours
- Manage and develop a team, support the team in the creation and maintenance of a set of customer service operational standards and systems.
Senior Customer Service Officer
Roads and Traffic Authority
01.2008 - 01.2009
- Ensure effective day to day performance of the customer service centre, which deals with the involvement in customer accounts
- We assist all Motor Registries and Newcastle call centre with customer enquiries daily
- Answering of telephones in timely manner
- Daily Processing of Customer refunds, which include Tag Deposits, Close of Accounts, and Part tolling, balance refunds via Cheque of processed back to Credit Card
- Entering New Applications, Change of Customer details, New Direct Debit/ Credit Card details
- Undertake customer service and transaction processing functions that may be required to be perform from time to time ensuring to apply defined procedures and business rules and to maintain confidentiality in an information sensitive environment
- Resolve complex customer account disputes or concession applications by undertaking investigations identifying problems, gathering evidence and using business rules and procedures to formulate and appropriate solution in a professional and timely manner
- Minimise the risk of customer debt by proactively monitoring accounts, including the analysis of standard reports, identifying anomalies, reconciliation of accounts and initiating outbound customer contact to resolve credit-related issues.
Education
Skills
- Highly developed written and verbal communication skills
- Ability to proofread documents for quality and attention to detail
- Ability to work well in teams and individually
- Empathy and compassion
- Analytical and Critical Thinking
- Core competencies in communication, teamwork, leadership, and problem-solving
- Account Management
- Complaint Handling
- Account Investigation
Accomplishments
- Demonstrated the ability to create strong relationships with clients, develop an understanding of the business and tailor a solution for each client.
- Minimise the risk of customer debt by proactively monitoring accounts, including the analysis of standard reports, identifying anomalies, reconciliation of accounts and initiating outbound customer contact to resolve credit-related issues.
- Demonstrated ability to effectively lead teams and work in a challenging high-volume Customer Service environment to ensure constant and improved customer-focused service delivery.
References
Available on request
Timeline
Customer Service Officer
Transport for NSW
01.2023 - Current
Acting Customer Service Team Leader Concession Schemes
Transport For NSW
01.2021 - 01.2023
Corporate Service Officer
Transport for NSW
01.2011 - 01.2021
Seconded Team Leader Customer Accounts
Roads and Maritime Services
01.2009 - 01.2011
Senior Customer Service Officer
Roads and Traffic Authority
01.2008 - 01.2009
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