Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Rebecca Farnham

Glengarry,VIC

Summary

Accomplished customer service professional with accolades as National Customer Service Officer of the Year (2019) and Local Customer Service Officer of the Year (2018). Skilled in resolving customer issues and enhancing satisfaction through effective communication. Experienced in fast-paced environments, adept at multitasking and conflict resolution. Committed to achieving results through teamwork and adaptability.

Overview

16
16
years of professional experience

Work History

Mobile Plant Operator

A1 Sand Supplies
01.2023 - Current


  • Enforced strict adherence to safety protocols, ensuring a safe working environment.
  • Reduced downtime by promptly addressing technical issues and implementing preventive maintenance measures.
  • Fostered open communication among team members, facilitating swift conflict resolution on site.
  • Demonstrated adaptability by employing creative problem-solving strategies to minimize operational disruptions.

Customer Service Officer

Department of Human Services
01.2014 - 01.2022
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Completed data entry to record call notes, suggestions and questions.
  • Managed payments, updated account balances and discussed subsequent payments with customers to keep accounts on track.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
  • Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Crew Trainer/ Crew Member

MacDonalds
01.2009 - 03.2014
  • Trained other employees in customer service, food safety, and performance requirements.
  • Mentored new hires, helping them acclimate to the company culture quickly and efficiently.
  • Set positive example for team members by providing high-quality, efficient service.
  • Improved customer satisfaction rates through consistent monitoring and coaching of crew members.
  • Mentored junior employees to improve performance, food safety, and customer service.
  • Implemented updated safety protocols, resulting in a safer workplace for all employees.
  • Provided constructive feedback to crew members, facilitating professional growth and development.

Education

High School Diploma -

Lavalla Catholic College
Traralgon, VIC
12-2012

Skills

  • Customer engagement strategies
  • Inbound call management
  • Service documentation and reporting
  • Payment processing expertise
  • Computer literacy

Accomplishments

    Accomplished customer service professional with accolades as National Customer Service Officer of the Year (2019) and Local Customer Service Officer of the Year (2018). Skilled in resolving customer issues and enhancing satisfaction through effective communication. Experienced in fast-paced environments, adept at multitasking and conflict resolution. Committed to achieving results through teamwork and adaptability.

Timeline

Mobile Plant Operator

A1 Sand Supplies
01.2023 - Current

Customer Service Officer

Department of Human Services
01.2014 - 01.2022

Crew Trainer/ Crew Member

MacDonalds
01.2009 - 03.2014

High School Diploma -

Lavalla Catholic College

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Rebecca Farnham