Robyn Loder
Eaton,WA
Summary
Accomplished Customer Service Officer with a proven track record at Services Australia, enhancing customer satisfaction through expert complaint resolution and efficient inquiry handling. Skilled in data entry and active listening, adept at improving service standards and adapting to constant changes. Demonstrates a strong ability to maintain professionalism and achieve positive outcomes in high-pressure environments.
Overview
10
10
years of professional experience
Work History
Customer Service Officer
Services Australia
04.2018 - 06.2024
- 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.
- Provided Technical peer support to assist with educating staff with program difficulties, escalated customer complaints and added support for policies and procedures.
- Participation solutions team officer ( Assisting with customer investigations for non-compliance of customer looking for work requirements)
- Assisted with Disaster payments (Covid-19, flood and fire relief payments)
- Assisted with AEC customer calls (Australian Electoral Com mission Pre-election enquiries)
- Liaising with 3rd party organisations to assist customer enquiries (Social workers, Employment providers and employers)
- Processing/data entry for customer applications and updates.
Assistant Manager
Prouds The Jewellers
09.2023 - 01.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Service Supervisor
Coles Supermarket
11.2014 - 03.2018
- Handled customer complaints and inquiries.
- Successfully managed high-pressure situations, maintaining composure while finding solutions to complex problems quickly.
- Managed daily operations of the service department, maintaining a high level of organization and productivity.
- Till management and actioning closing / opening procedures.
Education
High School Diploma -
Harvey Senior High School
Harvey, WA12.1994
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Call Center Operations
- Call center experience
- Inbound Call Management
- Payment Processing
- Call Documentation
- Account Investigation
- Technical Support
- Complaint resolution
- Computer Proficiency
- Active Listening
- Problem Resolution
- Building rapport
- Critical Thinking
- Professional telephone demeanor
- Service standard compliance
- Documentation
- Microsoft Outlook
- De-Escalation Techniques
- Key holder experience
- Recordkeeping strengths
- Call Management
- Microsoft Office Suite
- Research
- Follow-up skills
- Customer Service
- Adapting to constant changes
Timeline
Assistant Manager
Prouds The Jewellers
09.2023 - 01.2024
Customer Service Officer
Services Australia
04.2018 - 06.2024
Service Supervisor
Coles Supermarket
11.2014 - 03.2018
High School Diploma -
Harvey Senior High School
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