Rolize Bonaretti
Berserker,QLD
Summary
Skilful and dedicated with extensive experience of 9 years in the coordination, planning, and support of daily operational and administrative functions in a highly confidential environment. Highly focused and results-oriented office professional that is able to work in a team environment as well as being able to lead to enable improved performance. Mindful of professional development to learn new skills required for a specific job to strive for the better. Bringing a positive attitude to the workplace to aid in motivating peers to perform.
Overview
15
15
years of professional experience
5
5
Certifications
Work History
Customer Operations Officer
Energy Queensland
05.2023 - Current
- Responding to customer enquiries via multi-channel communication methods and scheduling upfront activities to deliver end to end customer service aligned to companies customer service standards, market and regulatory obligations (including NECF, POC & EDNC) and performance objectives.
- Proactive involvement to positively influence safety culture, ensure work is performed to meet safety and environmental responsibilities in accordance with standard work practices.
- Accurately and effectively managing service order related activities to deliver on customer service standards so that work can be dispatched at a high quality.
- Exercise innovation in resolving complex customer enquiries to ensure customer satisfaction and business needs are achieved.
- Focus on process simplification and efficiency to ensure customer service targets are achieved whilst guaranteeing compliance to work processes and regulatory requirements.
- Supporting and working in a team environment including internal and external partners for the achievement of companies objectives and goals. Maintain good working relationships with internal and external customers and partners to enhance companies brand and reputation.
Operations Manager
Corporate Protection Australia Group
03.2020 - 03.2023
- Onboarded new staff for ADHOC and contractual clients.
- Arrange travel and accommodation for employees via corporate agency and manage all purchase orders and invoices for weekly and monthly reconciliation.
- Data entry and record management of purchasing, procurement, communications and meeting logistics.
- Measure and ensure work quality standards and high levels of customer satisfaction are maintained.
- Created and maintained rosters for field staff.
- Checked and submitted timesheets weekly, fortnightly and monthly.
- Correspond daily with internal and external stakeholders (phone, email and messages).
Customer Operations Officer
Ergon Energy Corporation
04.2019 - 11.2019
- Responsible for the delivery of quality customer service while responding to a variety of customer enquiries across various communications channels from basic through to complex, as well as the efficient operation of the scheduling activates required achieving business objectives.
- Responsible for the timely processing of this work as well as the achievement of performance targets aligned to business objectives.
- Responding to customer enquiries via multi-channel communication methods and scheduling upfront activities to deliver end to end customer service.
- Proactive involvement in positively influence EQL safety culture.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Administrative Manager
Millen Hotels
04.2017 - 04.2019
- Reported weekly direct to Hotel Owner, discussed management plans and follow clear guidelines.
- Created training manuals targeted at resolving even the most difficult customer issues.
- Developed, implemented and monitored programs to maximize customer satisfaction.
- Interviewed, hired and trained new quality customer service representatives.
- Effectively communicated with team members to maintain clearly defined expectations.
- Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.
Operations Support Coordinator
Harvey Norman
12.2013 - 03.2017
- Provide secretarial and administrative support in order to ensure effective and efficient office operations.
- Prepared, issues, and sends out receipts, bills, policies, invoices, statements, and checks.
- Assist with the department's admin duties including processing credit and debit invoices, claims, reconciliations, completing required finance paperwork following company procedures and reporting.
- Opens and routes incoming mail, answers correspondence, and prepares outgoing mail.
- Compiles and maintains records of business transactions and office activities of establishment, performing Variety of following or similar clerical duties and utilizing knowledge of systems or procedures.
Crew Trainer/Customer Service Representative
McDonald's Restaurant
08.2009 - 12.2013
- Service of food and drinks, through an ordering process.
- Payments and responded appropriately to customer concerns.
- Carefully maintained sanitation, health and safety standards in all work areas.
- Resolved customer questions, issues and complaints.
- Procedures Corporation: McDonald's Family Restaurant.
- Served fresh, hot food with a smile in a timely manner.
- Took initiative to find extra tasks when scheduled duties were completed.
Administration Officer
Thomo's Betta Home Living
06.2011 - 11.2013
- Ensured operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventories; evaluating new equipment and techniques.
- Assisting with all aspects of administrative management, directory maintenance, logistics, equipment inventory and storage.
- Coordinating between departments and operating units in resolving day-to- day administrative and operational problems.
- Preparing business correspondence, typically using Microsoft Office (Word, Excel, PowerPoint, Access, and Outlook).
- Address resident concerns in accordance with company policies.
Front Office Administrator
South Side Holiday Village
03.2010 - 05.2011
- Use telephones to reach out to customers and verify account information.
- Greet customers warmly and ascertain problem or reason for calling.
- Take payment information and other pertinent information such as addresses and phone numbers.
- Work with customer service manager to ensure proper customer service is being delivered.
- Completing procedures when guests arrive and leave.
- Allocating rooms and handling of keys.
- Dealing with bookings by phone, e-mail, letter, fax or face-to-face.
Education
Graduate Diploma - Nursing
Central Queensland University
Rockhampton, QLD07.2015
Completion of Secondary School Year 12 -
Capricornia School of Distance Education
Rockhampton, QLD2011
Skills
- Fast learner, eager to pick up new techniques useful to the work environment
- Ability to self-manage, prioritize tasks, and positively influence others in high pressure situations and dynamic environments
- Advanced Microsoft Suite (Word, Excel, PowerPoint, SharePoint)
- Established written and interpersonal communication skills that have developed effective working relationships with internal and external stakeholders
- Critical Thinking
- Extremely organized with a high work ethic & Ability to work under pressure
- High Attention to detail
- Ability to handle multi-channel communication platforms including phone, email and social media enquiries in a professional manner
- High Attention to detail
- Dependable- Effective leadership and support to fellow co-workers
- Provide high-quality service to internal and external members
Certification
Cert III in Business Administration
BSB20107- Cert II in Business Services.
ICA20105- Cert II in Information Technology
SIR20207- Cert II in Retail.
30626QLD- Cert I in Work Education.
30977QLD- Course in Workplace Drug Testing.
SITHFAB201- Responsible Service of Alcohol.
SITHGAM201- Provide Responsible Gambling Services.
Timeline
Customer Operations Officer
Energy Queensland
05.2023 - Current
Operations Manager
Corporate Protection Australia Group
03.2020 - 03.2023
Customer Operations Officer
Ergon Energy Corporation
04.2019 - 11.2019
Administrative Manager
Millen Hotels
04.2017 - 04.2019
Operations Support Coordinator
Harvey Norman
12.2013 - 03.2017
Administration Officer
Thomo's Betta Home Living
06.2011 - 11.2013
Front Office Administrator
South Side Holiday Village
03.2010 - 05.2011
Crew Trainer/Customer Service Representative
McDonald's Restaurant
08.2009 - 12.2013
Graduate Diploma - Nursing
Central Queensland University
Completion of Secondary School Year 12 -
Capricornia School of Distance Education
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