SERENA ROPATI
55 College Way, Boondall Brisbane,4034
Summary
Knowledgeable and dedicated customer service professional with extensive experience in administration, customer service and data entry industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Advisor
Smart Service Queensland
Brisbane , QLD
03.2021 - Current
- Delivered exceptional, experience, resolved issues and shared benefits of additional services
- Demonstrated organizational skills by cross-training and providing backup for other customer service representatives when needed
- Strict adherence with security regulations and policy frameworks
- Competent using Microsoft Office as well as in-house software
- Consistently high performer of KPIs, and achieving individual and team targets
- Provided high quality customer service while managing high volume of inbound
- Maintained, coordinated and updated client database and records
- Resolve customer inquiries via phone and email, consistently achieving targets
- Addressed complex issues by scheduling repair appointments with Department of Housing tenants.
- Maintaining call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns
Concierge Agent
Smart Service Queensland
Brisbane, QLD
03.2020 - 03.2021
- Performing support for all government departments assisting in answering and directing phone calls appropriately
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Awareness of different client internal support teams, communication channels and policies
- Consistently high performer of KPIs
- Provided high quality customer service while managing high volume of inbound
- Fully understand and have knowledge of all government services and amenities
- Maintained up-to-date knowledge of emergency call procedures.
- Handled 200+ calls per day to address customer inquiries and concerns
Customer Service Advisor
Queensland Building, Commission
Brisbane, QLD
09.2019 - 01.2020
- Accountable for ensuring registered individuals complete licensing requirements applicable to their registration category within set deadlines to ensure continuity of individual's registration,
- Research customer enquiries and provide accurate and timely information, advice and guidance to internal and external customers.
- Updated operational records or licensing information using computer terminals.
- Stayed up-to-date on Queensland laws and licensing requirements to complete accurate and efficient reviews.
- Informed customers by mail or telephone of additional steps needed to obtain licenses.
- Worked closely with applicants to determine eligibility and verify accuracy and integrity of application data.
- Proved successful working within tight deadlines and fast-paced atmosphere.
Invoice and Data Entry Clerk
Johnson Controls, Wormald
Auckland , NEW ZEALAND
01.2017 - 07.2019
- Scanned documents and saved in database to keep records of essential organizational information.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Tracked approved and unapproved invoicing to produce critical month-end metrics.
- Liaised with sales department to gain knowledge of pricing and contracts to facilitate invoicing.
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Collected data to complete detailed financial reports for stakeholders and management.
Education
Certificate 2 in Retail/Customer Service -
MSL Training
Auckland09.2012
High School Diploma -
Mount Roskill Grammar School
Auckland10.2010
Skills
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
- Team-Oriented and Cooperative
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Multitasking and Prioritization
Personal Attributes
- Ambitious and career driven
- Hard working
- Eager to learn
- Confident and self motivating
- Adaptive and a fast learner
- Conscientious and approachable
- Reliable
References
Brad Litchfield
Team Leader, Smart Service Queensland
Address: 69 Pineapple Street, Zillmere Brisbane City
Contact Number: 07 3022 0708
brad.litchfield@smartservice.qld.gov.au
Amy Heavey
Team Leader, Smart Service Queensland
Address: 69 Pineapple Street, Zillmere Brisbane City
Contact Number: 07 3022 0704
amy.heavey@smartsevice.qld.gov.au
Further references to be provided upon request.
Timeline
Customer Service Advisor
Smart Service Queensland
03.2021 - Current
Concierge Agent
Smart Service Queensland
03.2020 - 03.2021
Customer Service Advisor
Queensland Building, Commission
09.2019 - 01.2020
Invoice and Data Entry Clerk
Johnson Controls, Wormald
01.2017 - 07.2019
Certificate 2 in Retail/Customer Service -
MSL Training
High School Diploma -
Mount Roskill Grammar School