Richelle Anne Medel
South Plympton,SA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in call centre and administration industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Private Nanny & Cleaner
Self-employed
12.2023 - 02.2025
Disability Support Worker
Self-employed
12.2023 - 06.2024
Fat Cavitation/ Radio Frequency Technician
Body Shaping Adelaide
08.2019 - 02.2020
Electrical Trade Assistant
V Energy Australia
01.2017 - 06.2019
Electrical Trade Assistant
Zeta Electrical
01.2016 - 01.2017
Receptionist/ Administration Support Officer
Revolution Roofing
01.2015 - 12.2015
- Managed front desk operations, ensuring timely responses to client inquiries and appointment scheduling.
- Be the friendly voice of our organization by managing the main telephone switchboard and directing inquiries with professionalism and care.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Coordinate outgoing mail and parcels, ensuring everything is prepared and sent on time.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Receptionist/ Administration Support Officer
NHP Electrical
07.2013 - 07.2014
- Achieve prominent level of customer service on the telephone and face to face
- Answer calls with professionalism, direct inquiries to specific areas.
- General cleaning of the office, prepared meeting board rooms and aided with organising business events.
- Ordered weekly groceries for staff kitchen & replenished stationary supplies
- Staff movement board updated throughout the day
- Completed administrative duties to support the administration group with data entry and formatting documents using Microsoft Office Suite
- Processing incoming and outgoing invoices, responding to online email inquiries and mail sorting.
Energy Sales & Resolution Consultant
Origin Energy
11.2008 - 02.2013
- Improved customer satisfaction by resolving complex issues through diligent research and effective communication.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in regular meetings with colleagues, sharing best practices and collaborating on strategies for enhanced customer service.
- Utilized CRM systems effectively to log customer interactions accurately for future reference or follow-up actions.
- Provide high level customer service and followed procedures such as identification checks to prevent fraud and protect customers’ privacy.
- Reaching and exceeding the company set KPI's individually and with my team & maintained 100% call quality monthly.
- Competent with interacting key stakeholders and with Energy & Water Ombudsman of South Australia (EWOSA) to rectify complex liability claims.
- Achieved success in retaining dissatisfied customers by offering targeted solutions and demonstrating empathy during challenging interactions.
- Ongoing communications with all internal and external departments to gather information for case management follow-ups and investigations.
- Followed standard operating procedures when handling customer problems and complaints.
- Reduced overall complaints by implementing initiative-taking strategies to address common issues before escalating.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
Education
Certificate IV - Child, Youth & Family Intervention CHC40321
TAFE SA Regency Campus
Adelaide, SACertificate II - Electro-Technology UEE22011
ATEC Training Group
Adelaide, SA01.2014
Certificate IV - Customer Contact BSB40307
AEGIS ASPIRE Origin Energy
Adelaide, SA01.2011
Year 12 - undefined
Woodville High School
01.2005
Skills
- Inbound & Outbound Call centre operations
- Data entry & accuracy
- First call resolution
- Proficient in CRM Software, SAP, Microsoft Office & SharePoint
- De-escalation techniques
- Regulatory compliance
- Customer data confidentiality
- Appointment scheduler
- Reception management
- File organization & management
- Business correspondence
- Information protection
Certification
2024 First Aid Pro (40407)
Provide First Aid HLTAID011
Provide basic emergency life support HLTAID010
Galaxy Training Australia Pty Ltd (40698)
Provide Responsible Service of Alcohol License SITHFAB021
National Police Certificate
Working with Children Check Clearance
Through Their Eyes-Safe Environments for
Children & Young People Certificate
(RAN-EC) Responding to Abuse and Neglect Education and Care Certificate
NDIS Worker Orientation Module
New Worker NDIS Induction Module
Supporting Effective Communication
Timeline
Private Nanny & Cleaner
Self-employed
12.2023 - 02.2025
Disability Support Worker
Self-employed
12.2023 - 06.2024
Fat Cavitation/ Radio Frequency Technician
Body Shaping Adelaide
08.2019 - 02.2020
Electrical Trade Assistant
V Energy Australia
01.2017 - 06.2019
Electrical Trade Assistant
Zeta Electrical
01.2016 - 01.2017
Receptionist/ Administration Support Officer
Revolution Roofing
01.2015 - 12.2015
Receptionist/ Administration Support Officer
NHP Electrical
07.2013 - 07.2014
Energy Sales & Resolution Consultant
Origin Energy
11.2008 - 02.2013
Year 12 - undefined
Woodville High School
Certificate IV - Child, Youth & Family Intervention CHC40321
TAFE SA Regency Campus
Certificate II - Electro-Technology UEE22011
ATEC Training Group
Certificate IV - Customer Contact BSB40307
AEGIS ASPIRE Origin Energy
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