Summary
Overview
Work History
Education
Skills
Accomplishments
Other Employment
References
Timeline
Generic

Rachel Apostol

Rooty hill,NSW

Summary

Experienced and customer-focused professional with a strong track record of delivering exceptional customer service across various contexts. Expertise in efficiently handling inquiries, resolving issues, and ensuring customer satisfaction. Additionally, I possess a solid administrative background, excelling in calendar management, meeting coordination, and precise administrative tasks.

Overview

4
4
years of professional experience

Work History

Customer Concierge Operator

Service NSW
11.2019 - Current
  • Interact with customer and assisting with their inquiries by phone to deliver efficient and effective customer service within a call centre environment
  • Provide superior customer service in within the Cost-of-Living skill, ensuring service standards are maintained and exceeded where possible
  • Exercising initiative when obtaining information from and dealing with customer
  • Responding appropriately to customers efficiently and accurately operating the contact centre telephone and other communication systems
  • Dealing effectively with enquiries and complaints from customers that may present with uncooperative, disruptive, or abusive behaviour
  • Developing and maintaining a good knowledge of information resources and operating practices and procedures
  • Handling complaints, providing appropriate solutions and alternatives
  • Assisted and supported the training specialists by buddying in front of a team of new starters
  • Keeping records of customer interactions, processing customer accounts and filing documents.

Contact Centre Administrative Officer

Service NSW
05.2023 - 12.2023
  • Demonstrate advanced time management skills and an exceptional ability to prioritise work activities and requests for information in a high-volume environment with competing priorities
  • Ability to work in a team, collaboratively and share information to achieve business outcomes
  • Address and resolve intricate inquiries and problems promptly and accurately, ensuring the provision of reliable information and timely resolution
  • Organize and oversee records and databases, adhering to administrative systems, protocols, and policies to maintain accurate and easily accessible information
  • Ability to deal efficiently, effectively, courteously, and discreetly with topical/contentious issues whilst maintaining expectations for operational efficiencies and fully recording emerging issues for escalation
  • Excellent written and verbal communications skills and exceptional attention to detail
  • Demonstrate advanced time management skills and an exceptional ability to prioritise work activities and requests for information in a high-volume environment with competing priorities
  • Develop, implement, and oversee office systems, procedures, and approaches, adjusting them as necessary to support efficient team/unit functioning in accordance with agency standards and guidelines
  • Gather and compile data, prepare documentation and reports on the performance of the business unit, and provide recommendations to enhance efficiency, cost management, and service delivery
  • Enhance effectiveness and service delivery results by ensuring the regular maintenance and updating of administrative practices, systems, and procedures
  • Extensive background in organising events and overseeing all aspects of logistics, including technology, Leadership Meetings, and Management.

Support Service Specialist

Service NSW
02.2023 - 05.2023
  • Provide timely, personalized, high-quality support to customers to determine eligibility for a variety of Government services and assistance packages
  • Assist customers with the application process as needed by adopting multichannel delivery methods and make referrals to authorized experts
  • Work with a variety of information sources from a range of government agencies to find solution for customers and stakeholders
  • Ensure positive customer interactions, maintaining professionalism, and providing and maintaining accurate information tailored to the individual customer’s situation within Service Level Agreements
  • Comply with privacy requirements and legislative obligations to ensure confidentiality, privacy and integrity of information is not compromised
  • Contribute to the development of new ideas, including the identification of opportunities, to improve the efficiency of work processes and the implementation of changes in the workplace
  • Perform work in line with capabilities to contribute to the success of the Divisions objectives and assist in Service Centre operations
  • Balancing empathic customer engagement with a practical focus on identifying applicable support services in the context of organisational and individual needs are effectively aligned and properly serviced
  • Maintaining a professional approach when dealing with emotionally difficult customer conversations, while ensuring compliance and standards are upheld and issues are addressed promptly
  • Maintaining a confidential, positive, and individualised approach given the current and future requirements of different customer with divergent needs, knowledge, and backgrounds.

Social Impact Coordinator

Service NSW
06.2022 - 11.2022
  • Progressing work and tasks independently but also collaborating with the team to deliver outcomes
  • Other related administrative tasks as required
  • Carry out fundamental investigation and analysis in the designated project areas and contribute to the Assist the project team to complete tasks and implement project plans to ensure agreed outcomes are achieved
  • Undertakes a range of project research, analysis, reporting, implementation, and administrative activities.to support the development and delivery of projects in line with established project plans and objectives
  • Update and collate documentation and records regarding relevant issues, policies, and practices to ensure the delivery of projects complies with agreed project management
  • Preparation of PowerPoint or other presentation documents Delivering multiple project support activities in line with agreed standards and objectives, given tight deadlines and competing demands and priorities
  • Proactively take on and problem-solve any task given, pulling in the right agency resources to collaborate on a solution.

Education

High School Diploma -

Rooty Hill High School
Rooty Hill, NSW
10.2010

Skills

  • Salesforce Classic/Lightning
  • Office Suite 356
  • SAP
  • Unify
  • Planner
  • FES System
  • Nexa
  • Fieldglass
  • FCM
  • Expense8
  • Citrix
  • Organisation and Time Management
  • Communication
  • Attention to Detail
  • Problem Solving
  • Computer Literacy
  • Complaint Handling
  • Planning
  • Team Leadership
  • Project Coordination
  • Decision Making
  • Critical Thinking
  • Presentation/ Minute Taking
  • Scheduling
  • Flexibility and Adaptability
  • Customer Service
  • Confidentiality and Discretion
  • Tech-savvy abilities
  • Effective decision-making
  • Highly adaptable
  • Strong work ethic
  • Positive attitude
  • Event planning experience
  • Exceptional communication
  • Efficient resourcefulness
  • Excellent multitasking
  • Conflict resolution expertise
  • Networking capabilities
  • Team player mentality
  • Proactive attitude
  • Discreet confidentiality
  • Active listening

Accomplishments

  • Customer Concierge Operator - Consistently meeting KPI’s and continually meeting my Development and Improvement targets
  • Have been a SME (Subject Matter Expert) for the past 3 and half years.
  • Nominated and won the excel award in December 2019 for Voice of the Customer
  • Social Impact Coordinator - Coordinated and supported a broad range of project management tasks.
  • Successfully completed end to end development and implementation of project initiative “Auslan Training Collateral for Customer Service Staff: This involved coordinating with an in-house production team, talent, and Social Impact team to develop a series of Auslan Training tools to be used by frontline staff.

Other Employment

  • Revenue Electoral Fine, Penalty & General Enquiry for Service NSW
  • Team Leader Relief (Service NSW)
  • Fair Trading – Plumbing Inspection and Assurance Service (PIAS)
  • Roads Registration and Licencing (RLS Lite)
  • Senior Store Manager Cotton on Kids (September 2018 – July 2019)
  • Store Manager - Calvin Klein (October 2016 – September 2018)

References

Provided upon request.

Timeline

Contact Centre Administrative Officer

Service NSW
05.2023 - 12.2023

Support Service Specialist

Service NSW
02.2023 - 05.2023

Social Impact Coordinator

Service NSW
06.2022 - 11.2022

Customer Concierge Operator

Service NSW
11.2019 - Current

High School Diploma -

Rooty Hill High School

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Rachel Apostol