Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Paul Bell

Yeronga

Summary

I have vast experience in many different fields. Including Train Crew rostering, Data Entry, Customer Service and Worksite Safety.

Overview

11
11
years of professional experience
3
3
Certifications

Work History

CXO (Permanent)

Residential Tenancy Authority
10.2023 - Current
  • Receiving inbound calls primarily from tenants and or property managers / owners.
  • Providing advice on issues presented
  • Understanding and Interpreting the RTA Act 2008
  • Undertaking and comprehending all training requested.
  • Prioritise Business Critical KPIs such as Privacy, Correct Information, and Records Management.
  • My role as a CXO is to take calls from tenants, property manager and owners who are experiencing issues with bond returns, lodgements unremedied repairs and also DFV and understand interpretations with the rental laws that are governed by the RTA Act 2008.

Housing Officer

Public works and Housing
08.2021 - 11.2022
  • Property safety inspections
  • Complaints
  • Repairs requests
  • Data Entry
  • Inbound and Outbound Calls
  • Email Response
  • General Enquiries and Advice
  • My customers were tenants living in Social and Community housing. Resilience and a strong sense of empathy were critical in this role given the often delicate mental state a lot of tenants were in. Listening and being non judgemental were the keys to finding positive outcomes in most situations.

Bus Operator

Brisbane City Council (TFB)
09.2018 - 08.2021
  • Customer Service
  • Adhering to timetables
  • Cash Handling
  • Safe Operation of a Bus
  • Duty of care of passengers
  • This role required a very high level of face to face customer service. I often engaged with passengers who had unique problems in life. My multi-cultural and conflict resolution skills were often on show during the pandemic. Patience and tolerance were the order of the day on every trip I drove. Being courteous and considerate are two of my strong traits.

Customer Service Officer

QLD Electoral Commission (Contract)
06.2018 - 08.2018
  • Inbound enquiries
  • Infringement Advice
  • Processing
  • Data Entry
  • This was a position that required exceptional phone skills as many callers were from non English speaking backgrounds and were unsure how to register to vote. It was not uncommon to have a translator involved to ensure the right information was delivered to a new voter.

Customer Service Advisor

Smart Services QLD (Contract)
01.2017 - 05.2017
  • Inbound Call Centre (SPER)
  • Debt Collecting
  • Instalment Plans
  • Infringement Notice Advice
  • Credit Card Phone Payments
  • My professionalism in the face of continuous hostile customers, defused many verbal confrontations with people who felt they had been aggrieved. Simple acts like speaking in non-patronising terms whilst still following processes and protocols helped me deliver exceptional customer service.

Self-Managed Services Assistant

Services Australia (Centrelink) (Contract)
07.2014 - 07.2015
  • Manage the customer experience and provide advice and relevant information
  • Access customers eligibility for government entitlements and services
  • Gather and record information in system
  • Resolve customer issues and complaints
  • Exercise policies and procedures in accordance with legislation, government policy
  • Greet and inform customers about expected wait times
  • Manage customer expectations and behaviour
  • Process payments and provide information on other services
  • Achieve positive outcomes for the customer
  • I worked at the coalface in this position when MyGov was first being implemented. It was a daily struggle with the IT network continually crashing due to overwhelming demand. My high level of communication skills with a wide demographic of customers were enhanced virtually on a daily basis such were the challenges of working at Centrelink. Many customers had uniquely challenging circumstances which required equally unique solutions to remedy.

Education

No Degree - Customer Service

Customer Service Institute of Australia
Queensland
04.2001 -

Skills

Exceptional customer service in a fast-paced and changing environment

Certification

Cert IV – Frontline Customer Service Manager

Timeline

CXO (Permanent)

Residential Tenancy Authority
10.2023 - Current

Housing Officer

Public works and Housing
08.2021 - 11.2022

Bus Operator

Brisbane City Council (TFB)
09.2018 - 08.2021

Customer Service Officer

QLD Electoral Commission (Contract)
06.2018 - 08.2018

Customer Service Advisor

Smart Services QLD (Contract)
01.2017 - 05.2017

Self-Managed Services Assistant

Services Australia (Centrelink) (Contract)
07.2014 - 07.2015

No Degree - Customer Service

Customer Service Institute of Australia
04.2001 -

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Paul Bell