Summary
Overview
Work History
Education
Skills
Training
Timeline
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P I P M U R P H Y

Barooga,Australia

Summary

Passionate Customer Experience Officer/Team Leader with 14 years industry experience. Strong leader, inspiring teams to provide positive customer experience with high first contact resolution. I am a critical thinking team player with a positive attitude and competently deliver timely solution focused outcomes. I am keen to become an integral staff member within a Team where I can apply my existing knowledge and advance my skills within a new department. I am enthusiastic to participate in any training opportunities available.

Experienced with customer relationship management and service enhancement strategies. Utilizes effective communication and problem-solving to address customer needs. Knowledge of team dynamics and adaptability ensures smooth operations and customer satisfaction.

Overview

21
21
years of professional experience

Work History

Customer Experience Officer

Moira Shire Council
06.2018 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
  • Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
  • Handled escalated customer complaints with tact and professionalism, resolving issues in a satisfactory manner while maintaining company reputation.
  • Streamlined communication channels for improved customer interactions and feedback management.
  • Analyzed customer feedback data to identify trends and develop actionable insights for continuous improvement efforts.
  • Established strong rapport with customers through active listening, empathy, and clear communication skills.

Emergency Management Volunteer Coordinator

Moira Shire Council
01.2020 - 03.2025
  • Recruited and trained new volunteers on volunteer program goals and objectives.
  • Coordinated large-scale events involving multiple teams of volunteers, resulting in successful fundraisers and community outreach initiatives.
  • Provided ongoing support to volunteers throughout their tenure, addressing any concerns or issues promptly to ensure satisfaction and commitment to the organization''s goals.
  • Established strong relationships with local organizations, fostering collaboration and expanding volunteer opportunities.
  • Managed and tracked volunteer hours and progress to support accurate documentation.
  • Served as a liaison between volunteers and senior leadership, ensuring open lines of communication and promoting a transparent environment where concerns could be addressed promptly.
  • Collaborated with other departments to maximize impact of volunteer efforts.

Deputy Municipal Recovery Manager

Moira Shire Council
01.2022 - 12.2024
  • Ensured prompt escalation of high-risk cases to senior management, facilitating swift action when necessary to mitigate potential losses.
  • Fostered an environment of continuous learning within the team by sharing insights from past experiences and encouraging open dialogue around challenges faced during recoveries.
  • Reduced the time taken for recoveries by optimizing procedures, resulting in faster resolutions for clients.
  • Developed strong relationships with external agencies to facilitate smoother collaborations during complicated recovery cases.
  • Collaborated closely with internal teams to ensure seamless execution of recovery efforts while minimizing disruptions to daily operations.
  • Maintained accurate records of all recovery actions, providing a solid foundation for informed decision-making and future strategy adjustments.
  • Increased efficiency within the department by identifying areas for process improvement and implementing changes accordingly.

Administrative Officer

Moira Shire Council
04.2023 - 11.2024
  • Provide efficient operation of all Council customer service functions and lead a strong team at a front-line level as Leading Hand/Team Leader
  • Within these roles I have developed fantastic working relationships with all Council's departmental teams
  • Supervised and inspired a team of ≤12 staff to provide positive, solution focused front line service with proven improved first contact resolution
  • Effectively manage the call centre
  • Strong critical thinker, solution focused
  • Prioritize workload to meet competing deadlines
  • Liaise with a wide range of key stakeholders to build and maintain positive working relationships
  • Member of the CEO's Brains Trust and NLGCSN
  • Staff mentor and team motivator
  • Researched, sourced and implemented an updated, effective phone system for the Council call centre
  • Prepare minutes at MFMPC & MEMPC meetings
  • Introduced LivePro as the knowledge base for the Customer Experience Team
  • Operating multiple information management systems including In House Customer Request
  • Timely and accurate daily bank reconciliation and cash receipting
  • Ratepayer enquiries
  • Process Waste Recycling Services
  • Animal registrations, stray/lost reports, requisition & approval of refunds for cat trap and hall hire
  • Receipting Council Permits
  • Updates on Land Information Certificates
  • Process Purchase Requisitions
  • Manage staff roster ensuring team is adequately staffed
  • Provide weekly telephone reports to General Manager
  • New Employee Inductions, including providing relevant customer service
  • Facilitate ongoing customer service training for staff as required
  • Monitor and update website, social media and other platforms with current customer service information
  • Assist ongoing development of CRM (Customer Request Manager)
  • Policy and Procedure documentation preparation
  • Provide information and recommendations to Executive Team as required
  • Proficient use of the MS Office Suite, City Manager, Business Connect, Telstra Call Centre, Agent Q, Civica, Authority, Practical, Oracle and Reflections AS400 and other relevant programs

Emergency Management Liason Officer

Moira Shire Council
05.2024 - 07.2024
  • Mentored junior staff members, helping them develop their skills and advance in their careers.
  • Maintained strict adherence to industry regulations, minimizing risk exposure for the organization.
  • Enhanced communication between team members by organizing regular meetings and fostering open dialogue.
  • Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
  • Coordinated cross-functional teams to address complex issues, leading to more efficient problem-solving processes.
  • Coordinated operations with other emergency service groups.
  • Coordinated with multiple agencies to streamline operations, enhancing overall response times during emergencies.

Team Leader Customer Experience

Moira Shire Council
06.2019 - 11.2020
  • Continuously monitored industry trends to stay current on best practices for delivering outstanding customer service experiences.
  • Led a team of customer service representatives to exceed performance goals and maintain high levels of productivity.
  • Collaborated with other department managers to align company-wide efforts in delivering exceptional customer experiences.
  • Fostered open communication channels between frontline staff and upper management, enabling the swift resolution of any operational challenges encountered.
  • Conducted regular performance evaluations, providing constructive feedback and opportunities for growth within the company.
  • Successfully resolved escalated customer complaints by employing active listening and problem-solving techniques.
  • Enhanced customer satisfaction by implementing innovative strategies and providing personalized assistance.
  • Implemented effective communication channels between staff members, resulting in increased collaboration and efficiency.
  • Developed training programs for new hires, ensuring a consistent level of knowledge and skill across the team.
  • Promoted a positive work environment that fostered teamwork, employee engagement, and professional growth among team members.
  • Liaised with other departments to address any potential issues affecting the quality of the customer experience promptly.
  • Streamlined processes for handling customer inquiries, leading to quicker response times and improved resolution rates.
  • Managed daily operations while ensuring all policies and procedures were followed consistently by the team.
  • Identified areas for improvement through regular analysis of customer feedback, implementing necessary changes as needed.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Established team priorities, maintained schedules and monitored performance.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Customer Service Officer

Albury City Council
02.2018 - 06.2018
  • Provide front line customer service in reception and the call centre and all related administrative duties
  • Proficient operator of the information management systems, including the Customer Request Management System
  • Developed and ongoing professional relationship with a team of dynamic leaders in their field delivering high quality, solution focused customer service
  • Operating multiple information management systems including In House Customer Request
  • Learning the data access layer of the in-house Customer Request Management System within a tight deadline
  • Effectively manage the call centre and front counter enquiries
  • Process Waste and Recycling Services
  • Prioritise workload to meet competing deadlines
  • Complete accurate bookings for Building Surveyors / Town Planners
  • Providing updates on Land Information Certificates / 603 Certificates (NSW)
  • Daily bank reconciliation and cash receipting
  • Receipting payments for various Council Permits
  • Ratepayer enquiries
  • Animal registrations, issue, update and complete stray/lost reports accurately
  • Receipting Council Permits
  • Updates on Land Information Certificates

Assistant Revenue Officer (Corporate Services)

Berrigan Shire Council
09.2016 - 01.2018
  • Customer service front counter enquiries
  • Ratepayer enquiries
  • Issue reminder and final notices
  • Process new / amended Waste Recycling Services
  • Maintain rating and property information on database
  • Compile debt recovery / debt collection list and forward to relevant external agencies
  • Process pensioner rebate applications and confirmations
  • Maintain internal / external payment arrangements
  • Prepare rating journals
  • Preparation of 603 Certificates within required time frame
  • Generate end of month interest on outstanding rates and debtors

Finance Officer (Corporate Services)

Berrigan Shire Council
06.2009 - 09.2016
  • Daily banking via NAB Connect
  • Prepare and lodge monthly BAS Statements
  • Call center and front counter enquiries
  • Processing accurate payments of rates/water payments and development applications
  • Relief Assistant Revenue Officer
  • Assisting with preparation of monthly, quarterly and yearly reports for the Finance Manager and Auditors
  • Manage an investment portfolio of up to 21 million
  • Creating Plant within database
  • Compilation of Sect 355 committee GST Returns
  • Manual journals
  • Job Cost Adjustments
  • Initiate and Raise Customer Requests through internal system
  • Maintaining operational bank account balances
  • Create and Reconcile assets within the database

Foodbank Coordinator

Moira FoodShare
11.2007 - 06.2009
  • Manage the day-to-day operations of the Foodbank
  • Source food supplies from various suppliers
  • Coordinate 45 volunteers who assisted in the shopfront and warehouse
  • Coordinate food deliveries
  • Ensure safe food handling guidelines are adhered to
  • Ensuring all food was stored and rotated correctly
  • Ensure all staff/volunteers adhered to OH&S procedures
  • Responsible for logistics both inbound and outbound
  • Build relationships with external agencies to improve our resources
  • Applications for grants from various funding bodies
  • Maintaining our fleet vehicles
  • Petty Cash Reconciling
  • Presentations to Not-for-Profit Organizations

Credit Controller

Silvan Australia
06.2004 - 11.2007
  • Reconcile corporate accounts for Landmark, Wesfarmers and Bunnings
  • Daily bank reconciliation
  • Daily processing of incoming payments
  • Daily order releases
  • Debt collection of a very large ledger and debtor file maintenance
  • Preparation of accounts for litigation
  • Assist with queries and returns
  • Prepare weekly credit reports
  • Assist the Finance Manager with reporting end of month/year process
  • Assist with yearly audit process

Education

High School Diploma -

FINLEY HIGH SCHOOL
Finley, NSW
11-1991

Skills

  • Logical Reasoning Skills
  • Team Leadership
  • Mentoring Others
  • Solution & Research Focused
  • Process Optimization
  • Confidentiality & Discretion
  • Positive Relationship Building
  • Customer service
  • Process improvement
  • Cross-functional collaboration
  • Escalated issue resolution
  • Problem solving
  • Time management
  • Operational efficiency
  • CRM software expertise
  • Complaint handling
  • Teamwork and collaboration

Training

  • 2024, Provide Cardiopulmonary Resuscitation, Seven Secrets to a Healthy Mind
  • 2023, Emergency Management Liaison Officer (EMLO) Course, MEMO/MRM Training & Awareness Course, Volunteer Leadership Program, Mental Health First Aid Australia, Communicating in Recovery, Manual Handling
  • 2022, First Aid and CPR, Unconscious Bias, Implementation of the Gender Equality Act
  • 2021, Respectful Workplace Behaviours, Deliver Great Customer Service During a Pandemic
  • 2017, Rates Financial Controls 2, National Relay Service
  • 2016, Manual Handling Awareness Course
  • 2008, Certificate IV in Service Coordination (Ageing & Disability)

Timeline

Emergency Management Liason Officer

Moira Shire Council
05.2024 - 07.2024

Administrative Officer

Moira Shire Council
04.2023 - 11.2024

Deputy Municipal Recovery Manager

Moira Shire Council
01.2022 - 12.2024

Emergency Management Volunteer Coordinator

Moira Shire Council
01.2020 - 03.2025

Team Leader Customer Experience

Moira Shire Council
06.2019 - 11.2020

Customer Experience Officer

Moira Shire Council
06.2018 - Current

Customer Service Officer

Albury City Council
02.2018 - 06.2018

Assistant Revenue Officer (Corporate Services)

Berrigan Shire Council
09.2016 - 01.2018

Finance Officer (Corporate Services)

Berrigan Shire Council
06.2009 - 09.2016

Foodbank Coordinator

Moira FoodShare
11.2007 - 06.2009

Credit Controller

Silvan Australia
06.2004 - 11.2007

High School Diploma -

FINLEY HIGH SCHOOL

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