Rael Adukan
Canberra,ACT
Summary
As an experienced APS4 Executive Assistant, I bring a strong background in customer service, particularly in face-to-face service centres. My role as a Customer Service Officer has equipped me with exceptional skills in listening to customers, resolving issues promptly, and delivering high-quality service. I excel in maintaining up-to-date knowledge of company offerings and exceeding productivity targets.
In my current role as an Executive Assistant, I provide comprehensive support to senior executives, ensuring efficient and smooth operations. My responsibilities include managing data entry, documentation, and processing payments, with a keen eye for identifying fraudulent claims. I am highly organised, adept at coordinating schedules, preparing reports, and handling confidential information with discretion. I am a dedicated with strong organisational skills, eager to contribute to the team's success and help achieve company goals.
Overview
5
5
years of professional experience
Work History
Executive Assitant
Services Australia
07.2024 - Current
- Managing the work schedule of the SES staff, including phone calls, appointments, meetings, and papers
- Coordinate all correspondence in and out of the office and inbox, and ensuring timely follow-up and monitoring
- Administer travel finances, including reconciliation and maintenance of all travel and credit card accounts and cost centre codes associated with the Branch.
- Arrange travel and accommodation for SES staff, as well as travel for Branch staff if requested.
- File records in accordance with approved records management processes and security requirements, including management and maintenance of document recording systems
- Perform straight forward research and provide project management assistance
- Coordinate programs, executive meetings and other activities for the Branch.
- Provide secretariat support to meetings as requested.
Customer Service Officer
Serivices Australia
01.2022 - 06.2024
- Assist customers to access, navigate or interpret services across a range of payments, programs and services.
- resolve routine customer enquiries and escalate where appropriate through formal channels
- assess customer needs, requirements, entitlements and obligations
- advise customers on legislation, policy, procedures, payments and services administered by the agency
- provide customer service support at initial point of contact, including meeting, greeting and streaming customers to the appropriate service channel, completing simple first contact resolution enquiries, identifying and prioritising customers who are potentially vulnerable, in distress or who have accessibility issues, and escalating potential issues to the leadership team
- Provided exemplary level of customer service to customers.
- Participated in team-building activities to enhance working relationships.
Team Member
Coles Supermarket
02.2020 - 11.2022
- Pursued learning opportunities to advance knowledge and take on leadership position.
- Contributed to team success by completing jobs quickly and accurately.
- Maintained productive, efficient approach to all tasks.
- Broke down boxes and cartons, disposing of refuse in proper cardboard receptacles.
- Learned all required tasks quickly to maximize performance.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items and join reward programs.
- Monitored self-checkout systems and provided assistance or intervention where required.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
Retail Team Member
Kmart
05.2020 - 05.2022
- Approached browsing customers to initiate conversations to determine buying preferences.
- Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
- Helped customers complete purchases, locate items and join reward programs.
- Actively engaged customers to provide general assistance and information on store merchandise.
- Balanced and organized cash register by handling cash, counting change and storing coupons.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Displayed merchandise by arranging in appealing ways to boost sales.
- Increased sales by offering advice on purchases and promoting additional products.
- Folded and arranged merchandise in attractive displays to drive sales.
- Greeted customers, helped locate merchandise and suggested suitable options.
- Used POS system to process sales, returns, online orders and gift card activations.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Answered product questions with up-to-date knowledge of sales and store promotions.
Waitress
China Tea House
07.2021 - 04.2022
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
- Bussed and reset tables to keep dining room and work areas clean.
- Prepared specialty desserts for customers for special occasions.
- Checked identification for minimum age for sale of alcoholic beverages.
- Kept server areas clean and stocked to increase efficiency while working tables.
- Stayed up-to-date on menu changes to help customers make food choices.
- Inspected dishes and utensils for cleanliness.
- Maintained customer satisfaction with timely table check-ins to assess food and beverage needs.
- Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Used cash registers and credit card machines to cash out customers.
- Stored food in designated containers and storage areas to increase shelf life, improve kitchen organization and provide easy access during busy peak service times.
Education
Senior Secondary -
St Mary Mackillop College
12.2021
Skills
- Teamwork
- Communication
- Dealing with difficult customers
- Research skills
- Active listening
- Quality of Service
- Adherence to schedule
- Voice Biometrics
- Inbound and Outbound Calling
- IT knowledge
- IT skills
- Basic IT support
- Client needs assessments
- Analytical and Critical Thinking
- Administrative support
- Executive support
- Office management
- Strong problem solver
- Schedule & calendar planning
- Meticulous attention to detail
- Customer Service-oriented
- Phone etiquette
Languages
Swahili
Full Professional
Timeline
Executive Assitant
Services Australia
07.2024 - Current
Customer Service Officer
Serivices Australia
01.2022 - 06.2024
Waitress
China Tea House
07.2021 - 04.2022
Retail Team Member
Kmart
05.2020 - 05.2022
Team Member
Coles Supermarket
02.2020 - 11.2022
Senior Secondary -
St Mary Mackillop College
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