Nicole Nesbitt
Melbourne,VIC
Summary
I am a personable and reliable customer service professional with strong experience supporting customers across fast-paced environments. Known for building genuine rapport, bringing a positive attitude to team settings, and handling customer needs with care and efficiency. Confident working with CRM and help desk systems to manage accounts, troubleshoot issues, and find solutions that actually work for customers.
Overview
12
12
years of professional experience
Work History
Homelessness & Housing Customer Service Advisor
Westminster City Council
London
09.2025 - 12.2025
- Delivered tailored advice to vulnerable residents, improving access to essential support services.
- Exhibited genuine empathy while managing concerns of challenging customers, fostering trust and rapport.
- Addressed resident enquiries regarding council services and policies, ensuring timely and accurate information delivery.
Corporate Customer Service Advisor
Westminster City Council
London
04.2025 - 08.2025
- Established strong rapport through active listening and authentic empathy.
- Addressed diverse customer enquiries promptly and professionally.
- Communicated clear, concise information to stakeholders for seamless operations.
- Sought feedback regularly to drive personal growth and development as newest team member.
Housing Customer Service Advisor
Westminster City Council
London
03.2024 - 04.2025
- Conducted needs assessments for vulnerable residents through calls and in-person visits.
- Identified and resolved data inaccuracies and CRM issues, informing team leader and project development team.
- Managed and supervised team operations during team leader's annual leave.
Energy Specialist
Origin Energy
Melbourne, Victoria
07.2023 - 12.2023
- Handled incoming calls promptly and professionally, resolving customer enquiries with empathy and clarity.
- Conveyed complex industry knowledge simply, aiding customer understanding and informed decision-making.
Member Services Specialist & Team Leader
Defence Health Limited
Melbourne, Victoria
12.2019 - 06.2023
- Delivered exceptional customer service through phone, web chat, and email in fast-paced call centre.
- Assisted with training and mentoring of new team members during and after induction.
- Managed daily operations for team of 12 to 15 individuals, focusing on performance and task allocation (secondment 11/22 - 06/23). • Mentored and coached team members to enhance performance, encourage open communication, and identify growth opportunities.
Customer Service Officer & Sales Consultant
Active Monash
Melbourne, Victoria
01.2014 - 04.2019
- Awarded Customer Service Officer of the year 2017
Education
Victorian Certificate of Education
Mount Waverley Secondary College - Melbourne, VIC01-2013
Skills
- A genuine passion for excellent customer service
- Empathy and sensitivity
- Warm and positive demeanor
- Attention to detail
- Excellent verbal and written communication skills
- Conflict resolution and objection handling
- Time management and task prioritisation
- Strong problem-solving skills
- Reliable team player
- Strong work ethic
- Ability to meet and exceed targets
References
References available upon request.
Timeline
Homelessness & Housing Customer Service Advisor
Westminster City Council
09.2025 - 12.2025
Corporate Customer Service Advisor
Westminster City Council
04.2025 - 08.2025
Housing Customer Service Advisor
Westminster City Council
03.2024 - 04.2025
Energy Specialist
Origin Energy
07.2023 - 12.2023
Member Services Specialist & Team Leader
Defence Health Limited
12.2019 - 06.2023
Customer Service Officer & Sales Consultant
Active Monash
01.2014 - 04.2019
Victorian Certificate of Education