Summary
Overview
Work History
Education
Skills
Timeline
Generic

Samuel Richard Smart

Bankstown,NSW

Summary

Enthusiastic and customer-focused Support Officer initiates and identifies action and analyzes options to facilitate service improvement. Demonstrates strong information management skills and proficient knowledge various system applications to present information in wide range of formats with excellent attention to detail. Conducts target setting, profiling and performance monitoring to meet priorities of business and customers.

Overview

8
8
years of professional experience

Work History

Policy Support Officer

ICARE NSW
04.2022 - Current
  • Receive, respond, and resolve enquiries and address a range of other matters raised by customers to support the provision of a high standard of customer service
  • Support the review of customer centric principles to ensure alignment and compliance with the business plan
  • Respond to issues associated with emerging trends to ensure that any areas of concern in customer centricities are effectively addressed
  • Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
  • Receive, respond, and resolve referrals which may come from a broad range of sources including: from within Icare and from external sources
  • Draft responses on a range of customer response matters to protect and enhance the reputation of Icare and to provide outstanding experiences for icare’s customers
  • Advocate for the customer to ensure their concerns and complaints are responded to and addressed
  • Participate in customer experience programs that contribute to the delivery of improved outcomes for our customers
  • Partner with other Icare service lines to support the achievement of business objectives
  • Identify and report on trends and opportunities to improve customer experience and to enhance the service that Icare deliver
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Utilized proven problem-solving methods in accordance with company policy to enhance client satisfaction.

Claims Adjuster

Gallagher Basset
07.2019 - 03.2022
  • Receive, collate, and lodge new claims and process through intake within agreed Gallagher Bassett & client standards and agreed time frames
  • Provide professional and client focused claims service
  • Receive, sort, and assign incoming documents with-in agreed time frames
  • Complete other duties as designated by the team leader
  • To ensure a high level of customer service is maintained whilst applying GB and client principles
  • To assist the business in meeting its performance needs according to client contract
  • To maintain compliance standards in line with GB and iCare contractual requirements
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
  • Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
  • Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
  • Maintained contact with claimants and attorneys to determine treatment status.
  • Examined claims forms and other records to determine insurance coverage.

Course Offerings Officer

Tafe Digital Strathfield
03.2019 - 06.2019
  • Taking huge volume of inbound calls of up to 70 calls per day from learners and prospective learners
  • Making outbound calls to learners and prospective learners regarding their online enquirers
  • Liaise with teachers and other departmental staff regarding student esquires
  • Processing enrollment over the phone from prospective learners
  • Other data entry tasks
  • Actioning all website esquires, password reset, request for Transcript and Testamur, withdrawals, and new online enrolment
  • Using Outlook, Skype for business, and other in-house systems for customer data management
  • Follow strict government privacy procedures.

Customer Service Officer

TAFE NSW
12.2018 - 05.2019
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to students calls and emails to answer questions about products and services.
  • Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Responded to customer requests for products, services, and company information.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Assisted call-in customers with questions and orders.
  • Communicated with students regarding account services, statements, and balances.

Call Centre Operator

Bankstown Tafe
12.2018 - 03.2019
  • Taking huge volume of inbound calls of up to 70 calls per day from learners and prospective learners
  • Making outbound calls to learners and prospective learners regarding their online enquirers
  • Liaise with teachers and other departmental staff regarding student esquires
  • Processing enrollments over the phone from prospective learners
  • Other data entry tasks
  • Actioning all website esquires, password reset, request for Transcript and Testamur, withdrawals, and new online enrolment
  • Using Outlook, Skype for business, and other in-house systems for customer data management
  • Follow strict government privacy procedures.

Senior Coordinator Customer Operations Support

MasterCard Prepaid Management Services
12.2016 - 07.2018
  • Providing Level 2 and 3 Support to Mastercard’s Customers and agents
  • Helping clients and agents 0ver the phones and emails
  • Processing Bpay and direct credits orders in OMS (inhouse CRM) for customers
  • Supporting cash passport customers over the phone
  • Activating customer prepaid MasterCard’s
  • Process Corporate transaction statements for customers
  • Handling confidential customer information and verifying customer’s details in Green ID verification system
  • Keeping call and email records in salesforce and Portfolio viewer
  • Laisse with the compliance team to determine fraudulent transactions
  • Follow strict financial service regulations in operations
  • Laisse with external teams from the US, UK, and Asia Pacific
  • Laisse with different banking institutions to trace customer orders and returns including NAB, Westpac and Heritage Bank, Qantas cash, Air New Zealand, and other credit union.

Retail Consultant / Integration Specialist

eBay
02.2016 - 12.2016
  • Business Customer Integration on to the eBay platform
  • Providing Level 2 Support to eBay business clients
  • Supporting the Sales Team with Integration of customers
  • Using Zen desk Ticketing system to provide level 1 and 2 supports to the sales team and eBay clients
  • Responding to Customer queries via phone, responding to emails and social media posts
  • Technical support in extracting CSV, XML, and data files from client’s websites
  • Provide Technical support in maintaining clients’ accounts in terms of mapping products for clients, eBay account set up with business clients, PayPal account setup, software identification issues, setting up business policies, getting images for products and all other integration issues as assigned
  • Updating shipping and returns, policies for customers help customer to maintain their eBay stores
  • Finding different plugins that will work with client’s websites in terms of integrating them onto the eBay platform
  • Liaise with the IT team in terms of shopping carts improvement and providing general feedback from the customers.

Education

Bachelor of Commerce - Business Information Systems

Macquarie University
Macquarie Park, NSW
10.2018

Diploma of Commerce - Commerce

Sydney Institute of Business And Technology
Macquarie Park, NSW
10.2016

High School Diploma -

Prince Of Wales School
Freetown Sierra Leone
07.2005

Skills

  • Administration and Operations
  • Operational Support
  • Clerical Support
  • Customer Service Management
  • Meeting Coordination and Support
  • Second-Level Support
  • Customer Satisfaction
  • Continuous Improvement Process
  • Office Organization
  • Client Service
  • Business Process
  • Documentation Support
  • Office Workflow Support
  • Write Reports
  • Report Preparation and Analysis

Timeline

Policy Support Officer

ICARE NSW
04.2022 - Current

Claims Adjuster

Gallagher Basset
07.2019 - 03.2022

Course Offerings Officer

Tafe Digital Strathfield
03.2019 - 06.2019

Customer Service Officer

TAFE NSW
12.2018 - 05.2019

Call Centre Operator

Bankstown Tafe
12.2018 - 03.2019

Senior Coordinator Customer Operations Support

MasterCard Prepaid Management Services
12.2016 - 07.2018

Retail Consultant / Integration Specialist

eBay
02.2016 - 12.2016

Bachelor of Commerce - Business Information Systems

Macquarie University

Diploma of Commerce - Commerce

Sydney Institute of Business And Technology

High School Diploma -

Prince Of Wales School

Similar Profiles

CREATE PROFILE
Samuel Richard Smart