Samuel Cooper
Lower Mitcham,Australia
Summary
Adaptable International Relations Graduate from Flinders University with 8+ years of work experience applying for the offered role. Aiming to leverage a proven knowledge of complaint resolution, Customer Support, order processing and quality control skills to successfully fill the role with this organisation, I can work in a fast-paced environment and seel to improve upon an already strong communication skillset whilst upholding the businesses processes and legislations. Frequently praised as client focused, reliable and results orientated by colleagues and leaders as well as having the desire to help improve on a positive culture.
Overview
8
8
years of professional experience
Work History
Passport Case Officer
Australian Passport Office
10.2023 - Current
- Assessed passport applications for eligibility as a delegate for the minister
- Ensured applications submitted matched the criteria to be given a passport such as citizenship and correct documentation necessary to obtain a passport
- Made certain that applications were processed with no mistakes to ensure the quality of these documents met the standards set by the Australian Passport Office.
Customer Service Officer
Australian passport office
04.2023 - 10.2023
- Assisting callers with inquiries relating to Passports and non-conventional travel documents
- Assisting callers with the booking of necessary appointments through online booking tools as well as emailing the appropriate sources when tasks required following up
- Maintained great statistics regarding call handling times and quality of calls
- Offered a one-stop option for those calling making sure their enquiries were handled quickly, professionally and courteously.
Customer Service Representative
Unique Student Identifier team
05.2022 - 03.2023
- Provided a one stop option for callers requiring their Unique Student Identifier code as well as updates to their account information when necessary
- Adhered to guidelines provided by management on which procedures to use when handling calls and emails
- Maintained a strong record of quality assurance standards with an average score of 98% quality whilst providing a great service for callers
- Adhered to KPI’s revolving around average calls per hour and handling times
- Handled Enquiries both phonetically, via the internet support option and through emails
- Maintained a strong team relationship with both peers and team leaders.
Volunteer work
Save the children
06.2021 - 01.2022
- Reliable, weekly volunteer work at local Op Shop to give back to the community
- Provided customers with a positive and tailored shopping experience
- Assisted in register management and general assistance
- Worked collaboratively with peers to ensure shop is stocked and adhering to safe work practices.
Shop assistant/server assistant
Colonels Chicken shop
01.2016 - 01.2021
- Began employment during year 12 and continued to work here throughout the completion of my university degree
- Serving customers and taking phone orders
- Handling cash
- Preparing and serving food while upholding safe work practices
- Cleaning and management of shop including the supervision and training of new staff.
Administration/ retail assistant
Ferguson australia
12.2017 - 12.2020
- Provide information and advice to customers via email, phone, in person and online
- Receiving and collecting customer orders for the Christmas period
- Assisting customers both locally and regionally place orders for Christmas over the phone
- Assisting in the retail shop such as taking payments and cashing off.
Education
Bachelor's Degree of International Relations -
Flinders University
Bedford Park, SA01.2021
Sace certificate -
Scotch College
Torrens Park, SA01.2015
Skills
- Investigative abilities
- Highly effective communication
- Interpersonal and written communication
- Issue identification and resolution
References
- Jarrad lee, Quality Assurance Manager, USI, 0406233400, jarrad.lee@tuta.io
- Jack Gaspar, Team Leader, USI, 0401512216
- Jim Dimitrious, Owner and Manager of Colonels Chicken Shop, 0413 866 122
- Debra Ferguson, Owner and Manager of Ferguson Australia, 0418 819 440
- Shirley Hughes, Manager of Save The Children, Daw Park, 0432 500 561
- Jared Foster-Perryman, Team leader – APO
- Mike Samupo, Team Leader – APO
Languages
Japanese
Elementary
Timeline
Passport Case Officer
Australian Passport Office
10.2023 - Current
Customer Service Officer
Australian passport office
04.2023 - 10.2023
Customer Service Representative
Unique Student Identifier team
05.2022 - 03.2023
Volunteer work
Save the children
06.2021 - 01.2022
Administration/ retail assistant
Ferguson australia
12.2017 - 12.2020
Shop assistant/server assistant
Colonels Chicken shop
01.2016 - 01.2021
Bachelor's Degree of International Relations -
Flinders University
Sace certificate -
Scotch College
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