Piper Kimberley-Mastalir
Gold Coast,QLD
Summary
I am an enthusiastic, fast-learning, caring and bubbly worker with fitting, diverse experience for the position of Call Centre Professional at InHome Assist. My experience at Keyless Access Security as well as Timezone and Build a Bear particularly allows me to excel where excellent communication around products and services on offer with CRM use is required. I particularly excelled at upselling, especially at my job at Keyless Access Security. Here I made and handled big-budget sales for upmarket hotels, government facilities and storage unit chains. I am also a highly skilled Phone Chat Support Representative with notable experience in customer service, technical support, and sales, turning almost all upset and distressed clients into happy ones. I have a strong care for elderly and disabled peoples as I have done volenteer work for Parrots for Purpose which is a charity that breeds therapy birds for people with disabilities and Para Meadows special needs school in NSW. This has made me passionate about improving and making these peoples lives easier and more comfortable.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support
Keyless Access Security
Biggera Waters, QLD
08.2023 - 11.2024
- Communicated to customers via phone for support and commonly upsold to the newer system
- Analyzed sales trends and developed promotional plans to increase sales volume.
- Helped sales professionals finalize customer sales and handled escalated concerns.
- Provided technical support to clients and stakeholders, sometimes after hours and on-site.
- Diagnosed hardware and software problems via remote access or phone support services.
- Provided technical support in troubleshooting system issues and on database applications.
- Inspected finished products for quality assurance purposes prior to releasing them from the facility.
- Repaired and tested items for proper operation, prior to returning them to customers.
- Replaced worn or damaged components in accordance with manufacturer specifications.
- Diagnosed issues with malfunctioning systems and components using specialized testing equipment.
- Provided training sessions for other technicians on proper installation techniques for machinery components.
- Maintained accurateup to date records of all client interactions via the Zoho CRM ticket system.
- Managed inventory and supplies to ensure materials were available when needed.
- Conducted testing of software and hardware systems to ensure quality and reliability.
Information Digital Media and Technology Manager
Compare Your Super
Bundall, QLD
08.2022 - 05.2023
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Identified and eliminated computer viruses and threats, implementing measures to protect against future threats.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks in person and remotely.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Acted as single point of contact for customers during technical faults and security-related events.
- Supported users with fax machines, printers and other output devices to facilitate local connectivity requirements.
- Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products.
- Leveraged proficiency in Adobe InDesign, Photoshop and Illustrator to design email blasts, catalogs, posters and other promotional materials.
- Generated digital image files for use in digital and traditional printing.
- Selected colors and themes while adding functionality to create new designs.
- Maintained and built company websites updating with new products and corporate announcements as necessary.
- Prepared rough sketches of product concepts, discussed with clients and made necessary changes.
- Met with clients to discuss website design and function, answering questions and concerns.
- Conducted website performance tests, troubleshooting and upgrades.
- Designed visual and graphic images to use on multiple platforms.
Games/Guest Service Attendant
Timezone Surfers Paradise
Surfers Paradise, QLD
12.2021 - 07.2022
- Employed sales techniques to boost sales and services.
- Delivered exceptional customer service to guests by explaining game rules, and promptly answering questions.
- Handled customer requests and complaints quickly to improve overall service.
- Maintained the assigned area, performed minor equipment repairs, and kept aisles clear for easy access.
- Maintained electronic and mechanical equipment, reducing errors, and increasing game functionality.
- Distributed prizes to customers and encouraged repeat playing to increase game sales.
- Restocked prizes and reporting to management on changes.
- Completed training on policies and procedures, health and safety and environmental responsibilities.
- Recommended games to guests based on age and skill level to boost revenue opportunities.
- Supplied games with equipment such as balls and toss rings.
- Reported equipment failures and games no longer in service to technicians.
- Monitored game area for safety and reported concerns.
- Collected money for games and provided customers with tokens, tickets and correct change.
- Performed daily upkeep and cleaning of game room components.
- Managed game room floor operations, assisting guests with arcade equipment
IT Technician
Seapower Marine
Coomera, QLD
02.2019 - 12.2019
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Observed system functioning and entered commands to test different areas of operations.
Salesperson
Build-A-Bear Workshop
Surfers Paradise, QLD
06.2018 - 12.2018
- Sparked social conversations with customers to provide friendly atmosphere and smooth shopping experience.
- Counted cash, made change and stored coupons to keep organized and balanced cash register drawer.
- Arranged merchandise for display to highlight new styles, attract customers and enhance sales.
- Maintained current store, product and promotional knowledge to drive consistent sales.
- Acquired new customers and identified unique needs to deliver relevant products.
- Gathered information from clients to create solutions that achieved business needs and desires.
- Developed eye for detail and suggested accessories to complement purchase.
- Offered coupons and special deals to increase quantity of customer spending.
- Determined specific needs of customers by conducting in-store surveys to learn how shoppers were spending personal time and money.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
- Monitored customer order process and addressed customer issues.
- Identified customer needs to deliver relevant product solutions and promotions and meet target budgets.
- Demonstrated product features to align with customer needs.
Education
QCE -
All Saints Anglican School
Merrimac11.2020
Provide Responsible Gambling Services - SITHGAM001
Clear To Work Pty Ltd
Nundah10.2020
Provide Responsible Service of Alcohol - SITHFAB002
Clear To Work Pty Ltd
Nundah10.2020
Diploma - Business
Prestige Service Training
Surfers Paradise09.2020
Certificate III - IDMT
Prestige Service Training
Southport12.2019
Certificate II - Tourism
Career Training Institute of Australia
Surfers Paradise11.2018
Skills
- Friendly, positive attitude
- Good and experinced phone manner
- Help desk assistance
- Presentation skills
- Answering client questions
- Conflict mediation
- Safety procedures
- Team building
- Public health
- Emergency situations
- Safety documentation
- WHS regulations
- Remote access
- Problem solving
- Effective communication
Certification
- Security provider (security advisor + security equipment installer) license expires 01/07/2025
- RSA
- GSA
References
References available upon request.
References
References available upon request.
Timeline
Technical Support
Keyless Access Security
08.2023 - 11.2024
Information Digital Media and Technology Manager
Compare Your Super
08.2022 - 05.2023
Games/Guest Service Attendant
Timezone Surfers Paradise
12.2021 - 07.2022
IT Technician
Seapower Marine
02.2019 - 12.2019
Salesperson
Build-A-Bear Workshop
06.2018 - 12.2018
QCE -
All Saints Anglican School
Provide Responsible Gambling Services - SITHGAM001
Clear To Work Pty Ltd
Provide Responsible Service of Alcohol - SITHFAB002
Clear To Work Pty Ltd
Diploma - Business
Prestige Service Training
Certificate III - IDMT
Prestige Service Training
Certificate II - Tourism
Career Training Institute of Australia
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