Nicole Bennett
Werribee,Victoria
Summary
I'm a mum of 3 wonderful young men who are the world to me. I do volenteer work at my children's football club and love interacting with people. On weekends if I'm not at the football, I am out fishing with my partner or enjoying time with my family. Life is what you make of it and needs to be enjoyed.
Overview
27
27
years of professional experience
Work History
Education Support Officer
Melton Primary School
Melton, VIC
02.2015 - 09.2017
- Empowered students by fostering a growth mindset approach to learning, instilling confidence in their ability to overcome academic challenges and reach their full potential.
- Liaised special education department members proactively address/resolve any arising concerns related student accommodation modifications.
- Promoted a culture of inclusivity by advocating for individual student needs and addressing diverse learning styles in lesson planning and support strategies.
Process Server
Bencol Services
Melton, VIC
01.2006 - 05.2013
- Received papers to be served from attorneys, court clerks, and magistrates and printed out papers.
- Provided proof of service in form of affidavit.
- Upheld ethical standards by maintaining confidentiality of sensitive client information at all times.
- Achieved high success rate in locating hard-to-find individuals through diligent research efforts using public records databases and other resources.
- Optimized route planning to maximize productivity while minimizing travel time between service locations.
- Maintained detailed records of service attempts, ensuring accurate reporting and successful case resolutions.
- Increased client satisfaction by efficiently serving legal documents in a timely and professional manner.
- Ensured compliance with state regulations through proper completion of affidavits and other required documentation.
- Contributed to the growth of the process server business by consistently receiving positive feedback from clients, leading to increased referrals and repeat customers.
- Demonstrated adaptability in meeting diverse client needs, effectively managing multiple assignments simultaneously.
- Answered telephone and coordinated meetings and conferences.
- Strengthened relationships with clients through exceptional customer service and prompt responses to inquiries.
Customer Service Representative
TNT Express
Tullamarine, VIC
02.2007 - 09.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- 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.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
Personal Assistant
Patrick Stevedores
Port Melbourne, VIC
09.2005 - 01.2007
- Maintained appropriate filing of personal and professional documentation.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as point of contact between clients and managerial staff.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Communicated with internal departments, vendors and contractors to discuss schedules, project requirements and upcoming appointments.
- Provided multifaceted services to professionals by managing mail, scheduling appointments, and other administrative tasks.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
- Updated spreadsheets and created presentations to support executives and boost team productivity.
- Provided research assistance on various projects, leading to informed decisions based on accurate information.
- Enhanced executive''s productivity by managing schedules, organizing meetings, and overseeing correspondence.
- Managed complex calendar coordination across multiple time zones for seamless meeting scheduling.
- Ensured a well-maintained professional image both internally and externally through diligent representation of executives.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Coordinated international and domestic travel logistics including flight itineraries, hotel reservations and car services.
- Handled incoming mail, bills and invoices and completed appropriate actions.
- Coordinated appointments with medical professionals.
Call Center Manager
Tourism Holdings
Braybrook
03.2001 - 08.2005
- Reduced average handling time with the development of comprehensive agent scripts and troubleshooting guides.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Established and oversaw performance targets for call center associates.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Evaluated data to identify trends and determine customer service needs.
- Increased sales conversion rates by implementing targeted cross-selling and upselling techniques for agents to utilize during calls.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
- Introduced new CRM software tools that streamlined data entry processes and improved information accessibility for agents during calls.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Developed quality employees within call center to take over leadership positions.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Boosted first-call resolution rates by equipping agents with comprehensive product knowledge and troubleshooting skills through ongoing training workshops.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Implemented innovative service strategies to improve customer experience and engagement.
- Coordinated efforts between different teams within the organization to ensure seamless service delivery across all customer touchpoints.
- Achieved high levels of employee retention by designing an engaging onboarding program focused on support and mentorship for new hires.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Trained team members on performance metrics and consumer behavior identification.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Developed and implemented customer service policies and procedures.
- Created team rotations to man center effectively during peak hours.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
Travel Consultant
Greyhound Australia
Melbourne, VIC
01.1991 - 02.2001
- Built strong relationships with clients through exceptional communication and personalized service.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
- Managed complex itineraries for multi-city trips, balancing client preferences with logistical constraints.
- Collected, handled and documented payments for travel services and associated feels.
- Enhanced customer satisfaction by tailoring travel packages to individual preferences and needs.
- Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
- Streamlined booking processes for increased efficiency and reduced client wait times.
- Addressed unforeseen challenges during trips by coordinating alternative arrangements or providing support as needed.
- Handled sensitive information with professionalism and discretion.
- Mentored junior consultants on best practices in the industry while fostering a collaborative work environment.
- Collaborated with team members to optimize travel recommendations and share industry knowledge.
- Completed accurate reservations for business travelers at point of sale.
- Trained new staff and administrative support on customer service, recordkeeping and travel planning procedures.
- Increased repeat business by providing outstanding customer service and addressing client concerns promptly.
- Organized group tours, ensuring a seamless experience from start to finish for all participants.
- Arranged travel accommodations for groups, couples, executives, and special needs clients.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Organized memorable and exquisite travel itineraries and vacations for high-level clients, celebrities, politicians, and business executives.
- Promoted dedicated customer service and support by promptly resolving customer complaints.
Education
Certificate IV - Education Support
Customised Training
Bacchus Marsh, VIC02.2015
Melton Secondary College
Melton, VIC1990
Skills
- Punctual and Dependable
- Strong Work Ethic
- Special Education Support
- Strong Organization
- Decision-Making
- Relationship Building
- Flexible Schedule
- Attention to Detail
- Documentation skills
- Technology Integration
- Policy Implementation
- Administrative Staff Coordination
- Recordkeeping abilities
- Staff Supervision
- Inventory Management
- Student relations
- Instructor Training
- Staff Development
Timeline
Education Support Officer
Melton Primary School
02.2015 - 09.2017
Customer Service Representative
TNT Express
02.2007 - 09.2007
Process Server
Bencol Services
01.2006 - 05.2013
Personal Assistant
Patrick Stevedores
09.2005 - 01.2007
Call Center Manager
Tourism Holdings
03.2001 - 08.2005
Travel Consultant
Greyhound Australia
01.1991 - 02.2001
Certificate IV - Education Support
Customised Training
Melton Secondary College