Samantha Nelligan

September 2020 – February 2023: Customer Service Representative - Customer Delivery Team.

• Answering inbound calls and emails from brokers, lenders and customers and providing excellent customer service to resolve reason for contact.
• Completion of back office tasks required to progress valuation job from receiving to completion. Examples of these tasks include making outbound calls and sending emails/texts to brokers, lenders and customers to secure documentation or required information; loading documentation in jobs and management of reports that are on hold or delayed.
• Taking emails and inbound calls from valuers to assist them with report and our internal system.
• Consistently achieving and exceeding set KPI's.
• Managing customer interactions via a telephony system, Microsoft Outlook and various web-based applications.
• Verifying property location and ordering title searches and plans required for valuation report.
• Able to manage tasks across all Australian states and time zones and retained knowledge regarding information/documentation required for reports in different states.
• Worked effectively in fast-paced environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Identified issues, analysed information and provided solutions to problems.
• Working within a team and autonomously in both an office and work from home environment.
• Training new Opteon employees.

November 2019 – September 2020: Customer Service Representative - Booking Team.

• Making outbound calls to borrowers, vendors, agents, builders and tenants to schedule an appointment time for valuer to go and complete valuation inspection.
• Taking inbound calls from clients to schedule appointments for valuation inspection.
• Initially hired to do scheduling in WA but quickly excelled and was cross-trained to do scheduling in WA, NT, SA & QLD.
• Mapped out valuers daily run schedule to ensure enough time was scheduled in between appointments and their run flowed smoothly and efficiently.
• Ensuring inspections are booked as soon as possible so turn-around-time is not affected.
• Consistently achieving and exceeding set KPI's.

• Making outbound calls to potential customers.
• Promoting an advertising campaign for roller shutters.
• Scheduling appointments for sales consultants to measure up windows and provide quotes.
• Learnt sales skills to assist in scheduling appointments.
• Worked effectively in fast-paced environments.
• Made over 100 calls a day to warm leads provided.

• Providing excellent customer service in person and over the phone to customers.
• Keeping the store clean as per OHS standards.
• Making pizza's and side dishes for customers.
• Working in a fast-paced environment.