Rovhelle Cardona Filoteo
Melbourne,VIC
Summary
Talented Administrator with a proven track record of motivating teams and streamlining operations. An analytical problem solver and persuasive communicator with a knack for thinking outside the box to develop creative solutions. Experienced Customer Service Representative with excellent oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences through service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Busines Service Advisor
NAB
10 2023 - Current
- Delivered exceptional, professional, and personable service to business customers on every call.
- Handled inbound calls from various business customer segments, resolving initial queries efficiently.
- Built rapport and credibility with customers, ensuring a present and engaged communication style.
- Educated customers on digital banking options, including Internet Banking desktop and mobile applications.
- Actively participated in daily operational activities, maintaining high servicing standards and accurate reporting.
- Identified and sought opportunities to improve existing processes.
- Engaged in professional development activities, including 1:1 performance management and coaching sessions to enhance performance.
- Contributed to team success through a positive attitude, effective teamwork, and problem-solving abilities.
Residen Support Officer
Covid Quarantine Victoria
01 2021 - 09 2022
- Ensured safety for over 500 individuals in compulsory quarantine, maintaining zero major safety incidents.
- Successfully communicated with 150+ individuals daily, demonstrating empathy and managing their concerns effectively.
- Collaborated with accommodation staff, medical professionals, and stakeholders to maintain a compliant COVID Accommodation program.
- Contributed to risk mitigation, resulting in a 20% decrease in quarantine breaches through proactive interventions.
- Facilitated the smooth transfer of 250+ returned travelers to approved sites, adhering to guidelines, and minimizing delays.
Customer Service Consultant
Great Southern Bank
01 2021 - 09 2022
- Analyzing and identifying the right solution for the customer regarding their banking needs, including current offered rates and account information
- Providing accurate business and retail banking information and ensuring confidentiality at all times
- Achievement of personal KPIs and contributing to overall team success
- Upselling and cross-selling via a collaborative, conversational sales methodology
- Keeping efficient and accurate documentation of customer requirements and call outcomes
- Staying up to date with company and client products, processes and policies
Service Desk Analyst
ATO
11 2019 - 02 2020
- Answered calls, emails and other forms of communication from ATO end user with IT related issues
- Investigated and troubleshoot ATO end user technical issues
- Utilized knowledge base and training provided to resolve end users issue in the first instance when possible
- Escalated to appropriate support group according to process within set time frame when unable to resolve
- Adhered to process for handling and management of all end user issues
- Participated in training as required
- Ensured Business Management System policies and procedures are adhered to
- Completed all necessary training requirements and professional development opportunities.
Quality Control Officer
CD Manufacturer – Dex Audio
2016.11 - 2019.03
- Approved incoming materials by confirming specifications and taking measurement tests.
- Trained and coached existing and new employees on multiple investigative case types and internal control processes.
- Supported works on the production lines
- Completed any and all assigned tasks as required by the company
- Maintained ESD-safe work environment and procedures experience
- Handled and assembling of small parts, cable assembly, and other mechanical work
Education
Advance Diploma of Business -
Swinburne University
Hawthorn, VIC2016
Responsible Service of Alcohol -
William Angliss Institute
Melbourne, VIC2014
Food Handling Certificate -
William Angliss Institute
Melbourne, VIC2013
Skills
- Customer Service
- Customer Relationship Management
- Microsoft PowerPoint
- Microsoft Word
- Documentation
- Administrative and Office Support
- Quality Control
- Technical Support
Timeline
Quality Control Officer
CD Manufacturer – Dex Audio
2016.11 - 2019.03
Busines Service Advisor
NAB
10 2023 - Current
Residen Support Officer
Covid Quarantine Victoria
01 2021 - 09 2022
Customer Service Consultant
Great Southern Bank
01 2021 - 09 2022
Service Desk Analyst
ATO
11 2019 - 02 2020
Advance Diploma of Business -
Swinburne University
Responsible Service of Alcohol -
William Angliss Institute
Food Handling Certificate -
William Angliss Institute
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