Rania Freeman
Summary
Accomplished leader at the Department of Human Services, enhancing customer satisfaction and team performance through expert complaint handling and a strong focus on customer service. Spearheaded initiatives reducing customer complaints and mentored teams towards achieving key performance indicators, fostering a culture of continuous improvement and collaboration.
Overview
23
23
years of professional experience
Work History
Customer Service Advisor
Department Of Human Services
10.2015 - 05.2017
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
- Mentored junior advisors, fostering a culture of continuous learning and development.
- Assisted management in establishing goals for the department based on historical data analysis and projected growth trends.
- Managed escalated cases with diplomacy, maintaining professionalism at all times.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
- Championed company values by consistently exhibiting excellent interpersonal skills when interacting with colleagues and customers alike.
Customer Service Advisor
Department Of Human Services
06.2022 - Current
- Oversaw scheduling functions to ensure adequate staffing during peak call volume periods without exceeding budgetary constraints.
- Spearheaded initiatives aimed at enhancing internal communication within the team for better collaboration on cases.
- Mentored junior advisors, fostering a culture of continuous learning and development.
- Assisted management in establishing goals for the department based on historical data analysis and projected growth trends.
- Managed escalated cases with diplomacy, maintaining professionalism at all times.
- Reduced customer complaints by proactively identifying areas for improvement within the department.
- Championed company values by consistently exhibiting excellent interpersonal skills when interacting with colleagues and customers alike.
Team Leader
Department Of Human Services
03.2012 - 09.2014
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Manager
Department Of Human Services
04.2011 - 02.2012
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and customers.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
Team Leader
Department Of Human Services
03.2006 - 03.2011
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Customer Service Advisor
Department Of Human Services
08.2001 - 02.2006
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Responded to customer calls to answer questions about products and services.
- Dispute resolution when dealing with customer complaints.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Continuously sought opportunities for personal development through ongoing training programs.
- Maintained high-quality service standards, ensuring positive customer feedback.
Education
Diploma of Business Studies -
Petersham Tafe
12.2000
High School Certificate -
Casimir Catholic College
Marrickville, NSW11.1998
Skills
- Customer Relations
- Complaint Handling
- Proficient in Microsoft 365
- Proficient in all CRM platforms with DHS
- Escalation Management
- KPI Monitoring
- Customer Focus
- Dispute Resolution
Languages
English
Native or Bilingual
Arabic
Professional Working
Timeline
Customer Service Advisor
Department Of Human Services
06.2022 - Current
Customer Service Advisor
Department Of Human Services
10.2015 - 05.2017
Team Leader
Department Of Human Services
03.2012 - 09.2014
Manager
Department Of Human Services
04.2011 - 02.2012
Team Leader
Department Of Human Services
03.2006 - 03.2011
Customer Service Advisor
Department Of Human Services
08.2001 - 02.2006
Diploma of Business Studies -
Petersham Tafe
High School Certificate -
Casimir Catholic College
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