Shaniah Parker
Burnie,TAS
Overview
4
4
years of professional experience
Work History
Service Delivery Officer
Australian Taxation Office
10.2024 - Current
- Resolved an average of 20-40 queries through multiple communication channels including phone, paper, email and online portals in both an inbound and outbound capacity each day
- Met customer call guidelines for service levels, handle time and productivity.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Utilized customer service software to manage interactions and track customer satisfaction.
Acting Team Leader
Serco
07.2023 - 09.2024
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Worked with team to identify areas of improvement and devised solutions based on findings
- Promoted high standards through personal example to help each member understand expected behaviours and standards
- Reviewed, implemented and updated company records related to team activities for future reference
Customer Contact Officer
Serco
04.2021 - 09.2024
- Resolved approximately 20-40 daily queries through multiple communication channels including phone, paper, email and online portals in both an inbound and outbound capacity
- Met customer call guidelines for service levels, handle time and productivity.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Utilized customer service software to manage interactions and track customer satisfaction.
Skills
- Call Centre Operations
- Effective Customer Service
- Inbound and Outbound Call Management
- Verbal and Written Communication
- People Management
- Coaching and Mentoring
- Work Planning and Prioritization
- Computer Skills
Education
Certificate III In Tourism Certificate II In Business Complete First Aid
Completed at Hellyer College Completed at Hellyer College Administered by Australian Red Cross
Graduated November 2020 Graduated November 2019 Completed May 2024
References
Madelyn Renshaw Scarlett Schauer
Most Recent Team Leader - Serco Previous Team Leader - Serco
Telephone: 0409129969 Telephone: 0455511186
Email: Madelyn.Renshaw@serco-ap.com Email: ScarlettSchauer@gmail.com
Timeline
Service Delivery Officer
Australian Taxation Office
10.2024 - Current
Acting Team Leader
Serco
07.2023 - 09.2024
Customer Contact Officer
Serco
04.2021 - 09.2024
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