Summary
Overview
Work History
Education
Skills
Timeline
Generic

Paula Wright

TARNEIT,VIC

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.

Overview

39
39
years of professional experience

Work History

Customer Service Officer

HCF Insurance
11.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Assisted call-in customers with questions and orders.
  • Communicated with clients regarding account services, statements, and balances.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Provided primary customer support to internal and external customers.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Handled customer inquiries and suggestions courteously and professionally.

Customer Service Specialist

Bank of Melbourne Point Cook
12.2015 - Current
  • This is a customer facing role, in addition to normal branch teller duties, such as handling cash and processing transactions, the role involves identifying customers’ financial needs, and matching the appropriate products .For this role I had to resit the Tier 2 FSRA training
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Resolved concerns with products or services to help with retention and drive sales.

Customer Service Officer

Bank of Melbourne Traralgon
03.2013 - 12.2015
  • This is a customer facing role, in addition to normal branch teller duties, such as handling cash and processing transactions, the role involves identifying customers’ financial needs, and matching the appropriate products.

Customer Service Consultant

MECU
12.2008 - Current
  • Branch
  • This is a customer facing role, in addition to normal branch teller duties, such as handling cash and processing transactions, the role involves identifying customers’ financial needs, and matching the appropriate products
  • As part of this role I have completed the Tier 2 FSRA training, as well as all on line training for Allianz
  • Currently the role is full time..

Customer Service Officer Inbound Sales

Telstra
05.2008 - 12.2008
  • As a customer service officer with Telstra, the role is primarily customer service but has an element of sales involved in it
  • I am responsible for helping customer with there inquiry then trying to up sell the products the customer have with Telstra.

Waitress

Strada Restaurant / Gateway Motel
07.2006 - 05.2007
  • As part of this role I was required to in addition to general waitress duties, coordinate functions for up to 100 people, ensuring that they enjoyed a memorable evening
  • The primary focus being excellence in customer service, ensuring that through word of mouth the reputation of the Strada Restaurant and Gateway Motel was enhanced
  • During my relatively short time at the Strada I was entrusted with being a key holder for the restaurant, closing up at the end of the evening and deputising for the restaurant manager, including supervising junior restaurant staff.;

Branch Officer

AAMI
03.2001 - 12.2003
  • As a branch officer I interacted on a daily basis with members of the public
  • The duties were varied and involved:
  • Providing quotations for motor vehicle, and home insurance
  • Paperwork covering vehicle repair quotations
  • Explaining insurance claim processes to customers
  • Assessing liability for accident claims
  • Confirming the status of claims to customers
  • Liasing with head office personnel to escalate claims queries on behalf of customers
  • Conducting vehicle inspections to assess the legality of any vehicle modifications
  • Escalating concerns to the Branch vehicle assessors
  • Handling cash, and balancing / reconciliation of payments including premiums and insurance excesses
  • Coordinating the vehicle repairers, ensuring they operating to agreed standards and service levels
  • Escalating breaches of service levels to the Branch Manager and recommending termination of relationships where necessary
  • Correspondence both written and verbal with customers, confirming the status of their vehicle repair
  • Arranging hire cars and coordinating the relationship with the approved hire car provider

Collections Officer

National Australia Bank
01.1997 - 02.2001
  • This role was undertaken both in Australia and in the UK
  • In November 1999, my husband was transferred to Melbourne and I obtained an internal transfer with the National Australia Group
  • The duties as part of Collections were similar, both in the UK and Australia as the business unit was a global function, operating to the same processes and standards
  • The role involved:
  • Telephone Collections
  • Inbound Calls from Customers and Branches, using Automated Call Distribution Technology
  • Responding to customers account queries and making arrangements for repayment
  • This role had a customer service focus, as the customers were in an early stage of delinquency
  • I dealt primarily with customer queries relating to Credit Cards, Personnel Loans and Transaction Accounts
  • Outbound Collections
  • Outbound Calls to customers, via predictive dialling technology
  • The purpose of these calls was to request customers to repay outstanding arrears on either their credit card or personal loan
  • We also made calls requesting customers to place their transaction account back into order; if overdrawn without an agreed facility or in excesses
  • Pre Sue
  • The purpose of this role was to asses a customers ability to repay following an extended period of default, and determine the most suitable method of recovery either Litigation or via a third party Collection Agency
  • This involved a more challenging call to the customer requesting them to ask personnel questions, as well as checking internal systems for information regarding the customer’s financial status
  • Litigation
  • The purpose of this role was to pursue recovery of bad debts via the Magistrates court
  • I was trained in the litigation processes of Victoria, and Western Australia
  • As part of this role I had to liaise with process servers, court officers and solicitors, as well as the debtors.

Role Catering Assistant

Gardner Merchant Catering – British Aerospace
01.1996 - 01.1997
  • This was a general role within a large catering organisation specialising in business catering and hospitality
  • I had the following responsibilities
  • Managing the shop
  • Selling a range of warm snacks and sandwiches on the British Aerospace site at Brough
  • Handling cash, till reconciliation and banking of cash
  • Silver service waitressing
  • Food preparation

Deli Supervisor

Morrisons Supermarkets
01.1995 - 01.1996
  • My duties involved food preparation and serving customers

Restaurant Manager

The Crest Hotel Chain
12.1990 - 01.1995
  • Working in the hospitality industry during my time at the Crest I held a number of roles including:
  • Reception
  • Comis Chef
  • Most of my roles were directly customer facing and allowed me to gain considerable experience with dealing with members of the public.

Insurance Clerk

Chris Tate & Partner
06.1988 - 12.1990
  • This role involved dealing directly with member of the public
  • Providing insurance quotations and arranging cover, as part of an insurance brokerage
  • I became familiar with a range of insurance products offered across a number of providers.

Trainee Chef / Comis Chef

The Trees
09.1984 - 06.1988
  • This was my first employer after leaving school
  • I was employed initially as a trainee chef, progressing through to the role of Comis Chef
  • As part of my time at The Trees, I gained experience both in food preparation and in front of house
  • Training Received
  • As part of the roles I have undertaken in Australia I have received training in:
  • Occupational Health & Safety
  • I was the branch occupational health and safety / first aid officer at AAMI Vermont
  • Privacy
  • Financial Services Reform Act – awareness training
  • Disability /Discrimination Awareness
  • I am also experienced in using Microsoft Office products, particularly Word
  • At AAMI the computer systems are mainframe based, and I have been trained on all of those in house built quoting and claims management applications
  • At the National there are a number of computer systems that are in use cover both General Ledger and Customer systems
  • Specifically I was trained in and used regularly:
  • BOBS – for customer queries, changes to name and address details, account transactions such as fund B2K – Credit Card information / transactions
  • CardPac – Credit Card information / transactions
  • FDR – Credit Card information / transactions

Education

South Hunsley School

Skills

  • Price Quotes
  • Complaint Resolution
  • Customer Retention
  • Report Generation

Timeline

Customer Service Officer

HCF Insurance
11.2022 - Current

Customer Service Specialist

Bank of Melbourne Point Cook
12.2015 - Current

Customer Service Officer

Bank of Melbourne Traralgon
03.2013 - 12.2015

Customer Service Consultant

MECU
12.2008 - Current

Customer Service Officer Inbound Sales

Telstra
05.2008 - 12.2008

Waitress

Strada Restaurant / Gateway Motel
07.2006 - 05.2007

Branch Officer

AAMI
03.2001 - 12.2003

Collections Officer

National Australia Bank
01.1997 - 02.2001

Role Catering Assistant

Gardner Merchant Catering – British Aerospace
01.1996 - 01.1997

Deli Supervisor

Morrisons Supermarkets
01.1995 - 01.1996

Restaurant Manager

The Crest Hotel Chain
12.1990 - 01.1995

Insurance Clerk

Chris Tate & Partner
06.1988 - 12.1990

Trainee Chef / Comis Chef

The Trees
09.1984 - 06.1988

South Hunsley School

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Paula Wright