Summary
Overview
Work History
Education
Skills
Timeline
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Nicole Steele

Warehouse Team Leader
Bundoora,VIC

Summary

Customer service-focused professional with a proven track record in team leadership within warehousing and extensive experience in call centre environments. Currently studying Cybersecurity and eager to launch a career in IT by securing a position in an IT Help Desk role. Dedicated to leveraging my growing knowledge and hands-on experience in Cybersecurity to provide exceptional service and contribute to an organization's IT support team. Committed to delivering top-quality assistance to users and assisting in resolving technical issues efficiently and timely.

Overview

14
14
years of professional experience

Work History

Customer Service Representative, Depot Dock Hand & Warehouse Team Leader

Team Global Express, IPEC
06.2016 - Current
  • Successfully manage a team of 10-20 people each day depending on the volume of freight
  • I am trained in traffic management; I use a radio to communicate with management regarding fleet management and workers
  • I am also trained in RF scanning and MHE operation
  • I organise correct allocation for freight and maintain a high level of physical fitness and adherence to proper lifting and placing procedures in a fast-paced environment
  • Utilized extensive knowledge of transport companies' processes
  • Successfully handled inbound calls nationwide, addressing transport requirements and queries
  • Consistently achieved a steady inbound call KPI of approximately 70-100 per day, while effectively managing emails through the OMNI channel
  • Demonstrated strong interpersonal skills in resolving customer complaints and escalations via phone and email
  • Utilized efficient data entry and telephone systems to provide accurate and timely service
  • Ensured customer satisfaction by tailoring services to individual needs and experiences
  • Acknowledged and processed customer complaints in accordance with established procedures.

Customer Service Representative

Serco, Australian Taxation
07.2014 - 03.2016
  • Provided excellent customer service by handling phone calls and emails related to client accounts and private information
  • Assisted clients with tax enquiries, refunds, debts, and other related information.

Food & Beverage Attendant

Crown Casino
01.2012 - 01.2013
  • Delivered exceptional customer service, including room service, hosting, table service, and general housekeeping duties.

Team Member

McDonalds
01.2010 - 01.2012
  • Provided outstanding customer service and performed cash handling, food preparation, and general housekeeping duties.

Education

Diploma of Cybersecurity and Advanced Networking -

Monarch Institute
Melbourne, VIC
2024

Certificate II First Aid -

Bendigo Regional Institute of TAFE
Echuca, VIC
2011

Certificate III Multimedia -

Bendigo Regional Institute of TAFE
Echuca, VIC
2009

Certificate II Hairdressing -

Bendigo Regional Institute of TAFE
Echuca, VIC
2009

Skills

  • Team Leadership skills
  • Excellent Customer Service
  • Strong Work Ethic
  • Attention to Detail
  • Time Management
  • Microsoft Word
  • Organization skills
  • Excellent Communication
  • Call Centre Operations

Timeline

Customer Service Representative, Depot Dock Hand & Warehouse Team Leader

Team Global Express, IPEC
06.2016 - Current

Customer Service Representative

Serco, Australian Taxation
07.2014 - 03.2016

Food & Beverage Attendant

Crown Casino
01.2012 - 01.2013

Team Member

McDonalds
01.2010 - 01.2012

Diploma of Cybersecurity and Advanced Networking -

Monarch Institute

Certificate II First Aid -

Bendigo Regional Institute of TAFE

Certificate III Multimedia -

Bendigo Regional Institute of TAFE

Certificate II Hairdressing -

Bendigo Regional Institute of TAFE

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Nicole SteeleWarehouse Team Leader