Phoebe Lionhart
Ringwood
Summary
Experienced and reliable customer service officer who is looking to rejoin the world of marketing and data analytics with extensive experience providing assistance in a corporate environment. With a history of running an ecommerce business during the pandemic, studying meta data and metrics to drive traffic to my small business. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Excelling in both team environments and working alone with a proven ability to listen attentively, solve problems quickly and efficiently, and create high-quality professional relationships with callers. Fully committed to following company procedures and winning loyal customers.
Overview
7
7
years of professional experience
Work History
Energy Sales Representative
Energy Australia
04.2024 - 12.2024
- Enrolling new customers with our plans and offers by describing their features and how
they would benefit the customers needs.
Checking multiple software systems to look into their tariff structures and whether solar is
registered with their property after installation. - Updating all correct details to a new customer profile such as contact information,
additional account holders and adding eligible concession cards to the file. - Setting up appointments for calling back customers when they require energy at any given
property. - Identifying unknown consumers by searching their National meter identifier or Meter
installation registration number and signing them up to our best plans to avoid wrongful
disconnection. - Organising backdated move ins so new customers do not pay any move in fees by checking
the last scheduled meter read on their property.
Explaining to our customers the households tariff structure and how they can best utilise
their time of use or solar buyback. - Attending important information briefings so that the information I relay back to our customers is always consistent and falls within compliance standards.
- Adhering to compliance standards by reading our scripting word for word to make
sure customers have completely understood the information provided to them. - Using Sales strategies and discovery questions to engage the customer and influence them
to sign up to our company.
Meeting KPl's consecutively for conversion and sales to target scores. - Attending coaching and development meetings to discuss performance and improve my
skills as a sales agent by taking detailed notes and listening to my coach/team leader's
feedback.
Customer Care Representative
Tech Mahindra - Contracted by AGL
10.2023 - 04.2024
- 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
- 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 - 09.2023
- 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
Hawthorn, VIC08.2024
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
Energy Sales Representative
Energy Australia
04.2024 - 12.2024
Customer Care Representative
Tech Mahindra - Contracted by AGL
10.2023 - 04.2024
Customer Service Officer
Linkgroup
10.2021 - 09.2023
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
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