Olivia Frye
Surfers Paradise,Qld
Summary
Impressive 20-year professional with extensive Customer Service experience in diverse sectors such as travel, finance, and superannuation. Effectively transitioned into roles as a Quality Assurance Analyst during COVID and excelled as an Employment Advisor. Passionate about facilitating others in achieving personal and professional goals. Highly skilled in networking to establish crucial relationships with leading employers. Demonstrates a strategic approach in placing clients in fulfilling roles based on their skills, interests, and abilities. Successful at coaching clients on various aspects including resume writing, interviewing, time management, and teamwork.
Overview
7
7
years of professional experience
Work History
Employment Advisor
EPIC Assist
Nerang, QLD
06.2023 - Current
- talking to people about their abilities, interests and goals
- assessing their skills and abilities
- finding learning and work opportunities for people
- supporting people to overcome barriers to employment
- helping people to find jobs
- advising people about the support they can get to help them in their job, for example special equipment or travel
- supporting people with their CV and applications
- building relationships with local employers, colleges and training provider
Customer Service Officer
TAFE Queensland
11.2022 - 06.2023
- As Customer Service Officer for TAFE Queensland Southport Campus, I represented our students as the first point of contact via the phone or face to face, including from non-english speaking background
- I managed high volume student enquiries, account management enquiries and a portfolio of functions to streamline course and student activity.
Travel Expert
Wyndham Destinations
03.2022 - 11.2022
- As Customer Service Agent - Travel Expert for Wyndham Destinations, I contribute to the exceptional delivery of customer service and initiatives within the Group Customer Charter
- I work collaboratively with the team to meet core service standards and am a key team member in supporting others across managing complex customer enquiries.
Customer Service Officer
TAFE Queensland
11.2021 - 03.2022
- As Customer Service Officer for TAFE Queensland Southport Campus, I managed high volume student enquiries, account management enquiries and a portfolio of functions to streamline course and student activity.
Quality Assurance Analyst
Concentrix
08.2020 - 11.2021
- As Quality Assurance Analyst, I have developed extensive knowledge of front-line practice and operations and have been involved in driving improvements within my capacity, whilst engaging with team members in building a culture of a customer-first ethos.
Travel Expert
Wyndham Destinations
05.2017 - 08.2020
Education
Skills
- Adaptability
- Empathy and understanding
- Job market knowledge
- Strong communication
- Goal setting
- Networking strategies
- Problem-solving
- Multitasking abilities
- Computer literacy
- Continuous learning
- Time management
- Active listening
- Team collaboration
- Conflict resolution
- Resume development
- Interview coaching
- Eligibility Requirements
- Program Goals
- Employer Matching
- Eligibility Screening
- Procedure Compliance
- Work Complaint Handling
- Networking Events
- Employment Data Tracking
Systems
Microsoft Office Suite | Teams & Zoom | SharePoint | Customer Relationship Management | Student Management System
Earlier Highlights
CUSTOMER SERVICE SPECIALIST, BT FINANCIAL GROUP, 04/2004 - 01/2013
Managed complex and escalated account enquiries for financial clients, recording data via the CRM, including formatting contribution files and confirming processed payments. Hosted annual client workshops to promote exceptional customer service and assist clients with adopting the self-service online portal to manage superannuation administration. Contributed to creating an administration process manual for all customer service and administration team members to adhere to. Developed exceptional knowledge of complex subject matters, including superannuation, complaint management process and other finance related enquiries.
Career Overview
- Customer Service Officer, TAFE Queensland, 11/2022, Current
- Travel Expert, Wyndham Destinations, 03/2022, 11/2022
- Customer Service Officer, TAFE Queensland, 11/2021, 03/2022
- Quality Assurance Analyst, Concentrix, 08/2020, 11/2021
- Travel Expert, Wyndham Destinations, 05/2017, 08/2020
References
- STEFFANY FIGUEIRA, TAFE, CUSTOMER SERVICE TEAM LEADER, 0434577800
- KAREN CROSSAN, TAFE QLD, CUSTOMER SERVICE OFFICER, 0423817299
Timeline
Employment Advisor
EPIC Assist
06.2023 - Current
Customer Service Officer
TAFE Queensland
11.2022 - 06.2023
Travel Expert
Wyndham Destinations
03.2022 - 11.2022
Customer Service Officer
TAFE Queensland
11.2021 - 03.2022
Quality Assurance Analyst
Concentrix
08.2020 - 11.2021
Travel Expert
Wyndham Destinations
05.2017 - 08.2020