Summary
Overview
Work History
Education
Skills
Timeline
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Phoebe Lionhart

Richmond,VIC

Summary

I am a dedicated and results-driven professional with extensive experience in customer service within the energy and superannuation industries. With a proven track record of delivering exceptional customer experiences while navigating complex regulatory frameworks. Skilled in resolving inquiries, providing tailored solutions, and building strong client relationships. Proficient in communication, problem-solving, and adept at working efficiently within fast-paced environments. I believe my qualifications and work complement your organization's goals and values with my passion for work ethics and an extensive understanding of policy management. Committed to driving customer satisfaction and contributing to organizational success through proactive support and service excellence.

Overview

6
6
years of professional experience

Work History

Customer Care Representative

Tech Mahindra - Contracted by AGL
Melbourne, VIC
11.2023 - Current
  • Maintained a detailed record of all customer interactions, transactions, comments, and complaints
  • Answered customer inquiries over the phone and via email
  • Gathered customer feedback to suggest improvements for products and services
  • Promoting our offers whilst describing the benefits of each plan to tailor to the customers needs
  • Followed up on customer inquiries not immediately resolved by providing timely updates on the status of their requests
  • Recommended potential products or services to management by collecting customer information and analyzing customer needs
  • Creating Technical master data to record new properties, importing the NMI or MIRN into the TMD for the distributor to connect the power correctly
  • Giving detailed information about a customer's bill for them to better understand the content
  • Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively
  • Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.

Customer Service Officer

Linkgroup
10.2021 - 03.2023
  • Assisting members with claims, recording data and emailing the appropriate teams to process the information provided
  • ID checking members
  • Emailing critical and sensitive information (placing passwords on files)
  • Attending Team Meetings, making sure I am meeting targets and goals
  • Explaining the legislation applicable to super to our members regarding rules around Self Managed Superfund's rollin/out, Contribution caps, Downsizing Contributions and the First home Super Saver Scheme
  • Escalating claims and writing detailed reports
  • Booking in advice consultations
  • Assisting members making tax deductions
  • Explaining the different types of retirement options available for example income stream pension accounts, transition to retirement, or lump sum withdrawals
  • Collecting data from insurance claims and transferring calls
  • Registering our member for Member online and giving them a comprehensive guide on how to utilize the tools and options
  • Memorizing scripts to read to members when consolidation over the phone, cancelling insurance, speaking with unauthorized third parties.

Picker/packer

MPS
03.2021 - 09.2021
  • Taking a head count of all new stock before processing through to the warehouse
  • Putting the product away in numerical order
  • Destroying expired products
  • Using an RF scanner to identify products
  • Engaging in team meetings and giving reports on the status of our work
  • Helping other team members, giving them correct information and showing them around the warehouse
  • Making sure recycling is done by the end of the shift
  • Fulfilled orders quickly to accomplish challenging daily objectives
  • Picked products from designated locations using various tools and transferred to appropriate areas for further processing
  • Picked up heavy objects using proper lifting techniques to avoid personal injuries
  • Selected products and items from shelves and pallets for customer orders.

Sandwich hand

Subway
03.2019 - 02.2021
  • Food preparation including bread and cookie baking
  • Ensure food storage and preparation areas are maintained according to Health & Safety and Audit standards
  • Comply with Food Code of Practice
  • Till Operator
  • Monitoring stock levels
  • Checking in deliveries
  • Complete daily and weekly cleaning schedules
  • Follow security & safety procedures
  • Maintain a safe working environment for employees and customers
  • Maintain high personal presentation in the provided uniform to meet the Subway brand and customer expectations
  • Work as a team member
  • Deliver a high standard of service when dealing with products, sales and catering for customer needs
  • Delivered superior customer service focused on quality and meeting customer needs
  • Discussed menu options with customers and offered suggestions to meet individual needs and drive sales.

Housekeeper

Crown Towers
02.2018 - 06.2018
  • Cleaning and maintaining established allocated guest-rooms to the required standard
  • Completing allocated rooms within the allocated times given
  • Making the beds, changing the linen, hospitality corners, placement of the pillows, throw over's, donnas, changing mattress protectors
  • Cleaning the bathrooms; toilet bowls, bathtub, wash basin, mirrors, shower screens, floors, and wall tiles
  • Cleaning crockery, cutlery and glassware
  • Cleaning skirting boards and doors
  • Spot checking for marks
  • Cleaning windows
  • Dusting and vacuuming
  • Cleaning and defrosting guest's refrigerators & microwaves
  • Removed finger marks and smudges from doors, frames and glass partitions to enhance shine
  • Moved beds, sofas and small furniture to wipe down baseboards and remove dust and dirt from hard-to-reach areas.

Education

Diploma - HR Management

Swinburne Senior Secondary College
08.2024

Marketing Management And Research -

Google Certification

Box Hill Institute

Skills

  • Able to work under pressure and multi-task
  • Adapt to new environments easily
  • Punctual
  • Confident with a can-do attitude at all times
  • Able to follow health and safety regulations
  • Willing to learn
  • Team Player
  • Honest and reliable
  • Technical skills eg (Microsoft Office) excel
  • Ect
  • Great communication skills (in person and on a telephone)
  • Data Entry
  • Database Research
  • Quality Control

Timeline

Customer Care Representative

Tech Mahindra - Contracted by AGL
11.2023 - Current

Customer Service Officer

Linkgroup
10.2021 - 03.2023

Picker/packer

MPS
03.2021 - 09.2021

Sandwich hand

Subway
03.2019 - 02.2021

Housekeeper

Crown Towers
02.2018 - 06.2018

Diploma - HR Management

Swinburne Senior Secondary College

Marketing Management And Research -

Google Certification

Box Hill Institute
Phoebe Lionhart