ROSLYN CAMERON
Oakhurst,NSW
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Cubic Transportation Systems
02.2017 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Averaged taking up to 40 inbound customer phone inquiries and up to 100 online email inquiries per day.
- Was trained in other department including back office duties to be able to assist further with requests for assistance from other colleagues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Maintained and updated filing, inventory, mailing and database systems with CRM.
- Maintained strong call control and quickly worked through scripts to address problems.
- Mentored new employees on procedures and policies to maximize team performance.
- Actively monitored progress towards team goals; identified areas for improvement within the team or organization at large.
- Completed additional projects as assigned by supervisor; contributed ideas for process improvements.
- Compiled data for statistical analysis and reporting purposes.
- Developed and implemented administrative procedures to improve operational efficiency.
- Used existing data to developer solution to financial loss issues resulting in zero percent loss by August 2024.
Sales Assistant
EB Games
Plumpton
01.2013 - 01.2014
- My job included engaging with customers and assisting them to find what they were looking for, assisting with stocktake and re-stocking and organizing the shelves
Crew Member
Member McDonald’s Family Restaurant
Plumpton
01.2012 - 01.2014
- My job responsibilities included opening and closing McCafe, taking and making McCafe orders, engaging with customers and working autonomously and within a team environment
Education
Bachelor of Communication - Journalism
University of Technology
11-2024
Diploma of Public Relations -
UTS
2017
Higher School Certificate -
Plumpton High School
2015
Certificate II, Creative Industries (Media) -
TAFE
2014
Skills
- Data Entry
- Customer Needs Assessment
- Problem Research and Resolution
- Active Listening
- Verbal and Written Communication
- Telephone Etiquette
- Records Maintenance
- Decision Making
- Attention to Detail
- Problem Resolution
- MS Office
- Able to use available resources to generate solutions to complex problems
Achievements
- I was consistently able to use available data to generate reports to keep on track of work as well as be able to identify and prioritise certain tasks
- More than once I used that available to data and excel to generate solutions to issues, such as where there were major financial losses, I used it to generate reports showing what was outstanding and was able to get our financial loss to zero by August 2024.
- I started a newsletter to close the knowledge gap for other colleagues, using my own time and knowledge
- I was able to navigate and learn new systems such as Bpoint without a consistent training regime.
References
0450 820 626 Seron Sharma, Team Leader at Cubic
0475 695 902 Sherein Risk, former Senior CSR at Cubic
0424 678 936 Arty Finau, Team Leader at Cubic
Timeline
Senior Customer Service Representative
Cubic Transportation Systems
02.2017 - Current
Sales Assistant
EB Games
01.2013 - 01.2014
Crew Member
Member McDonald’s Family Restaurant
01.2012 - 01.2014
Bachelor of Communication - Journalism
University of Technology
Diploma of Public Relations -
UTS
Higher School Certificate -
Plumpton High School
Certificate II, Creative Industries (Media) -
TAFE
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