Shannon Daly
Norman Gardens,Queensland
Summary
Friendly Customer Service / Sales & Office all-rounder, with 10+ years of experience carrying out clerical and customer service tasks. Detailed and precise when entering data and assisting colleagues. Skilled at supporting customers with simple and complex needs with professionalism.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Virtual Receptionist
OfficeHQ
07.2023 - 02.2024
- Taking a very high volume of Inbound Calls representing various clients
- Providing receptionist services to multiple clients all around Australia, representing a different client on every call
- Accurate Data entry
- Comprehension and strong questioning skills were required
- Problem Solving.
Retail Customer Service Representative
Kmart
06.2022 - 06.2023
- Greeting Customers
- Checkout Operation / Cashier duties
- Answering customer enquiries
- Checking receipts and bags for loss prevention.
Customer Operations Officer
Energy Queensland
05.2022 - 09.2022
- High volume Inbound Customer Service via multiple channels including Phone, E-mail and Live Chat
- Taking Emergency calls relating to Electricity such as damaged Telegraph poles and power lines down
- Data Entry
- Problem Solving.
Customer Service Representative
Serco
07.2021 - 01.2022
- Work from Home, high volume Inbound calls servicing General public for Covid-19 enquiries.
Customer Experience Consultant
13CABS
09.2020 - 02.2021
- Very high-volume Inbound call handling (250+ daily)
- Data entry
- Using multiple systems / screens at the same time
- Complaint resolution
- Problem solving
- Meeting set KPI's.
Outbound Sales Consultant
Unity4
02.2019 - 08.2019
- Outbound Cold calling to new clients to acquire their electricity account
- Outbound calling for various charities, raising funds by way of cold calling new potential donors
- High level of attention to detail
- Met and Exceeded set KPI's - daily, weekly & monthly
- Well-developed problem solving skills
- Well-developed Objection handling skills.
Personal Caregiver
Caring for Grand-father
12.2017 - 02.2019
- Full time care giver for grandfather
- Assisted with all ADL's
- Responsible for all decisions surrounding healthcare etc
- Recently decided to place in full time care facility
- Looking to re-enter the workforce full time.
Law Interpretation & Customer Advice Officer
Australian Taxation Office
07.2017 - 12.2017
- Processing high volume of applications lodged for Foreign Residency Capital Gains withholding purposes
- Liase with different stakeholders to ensure decision about entitlement is fair & non biased
- Conducting extensive background checks & research again to establish eligibility
- High level data entry & word processing
- Speaking with public directly when require further information or to decline an application for a clearance certificate
- Provide advice about Foreign Resident Capital Gains withholding Tax Laws & obligations to tax payers
- Any other admin duties ad hoc
- Maintain high standard of integrity & strict discretion at all times.
Customer Service Officer
Blackwoods
01.2017 - 05.2017
- Working in the Export Department my job would entail liaising with Blackwoods Export Customers via Phone &/or Email to Place New Order for goods to be exported, make changes / track an existing order, raising and processing new purchase orders.
Customer Service Advisor for Australia Post
Chandler Macleod Labour Hire
04.2016 - 08.2016
- Answering a high volume of Inbound Calls (60+ calls daily)
- Constantly liasing with different departments & /or stores nationally
- Use of SalesForce CRM and other systems daily
- High level problem solving for customers who had complex queries
- Very high focus on "First Call Resolution" (FCR) to ensure Customer needs are met first time every time where possible
- High level of Complaints handling which would vary from call to call
- Required to adapt to change on a regular basis - process changes & improvements happened regularly and sometimes at very short notice
- Locating late and/or lost articles and escalating where appropriate to do so within set procedures / guidelines
- High level of listening skills and empathy were required to ensure accuracy of information, understanding of needs and to attempt to diffuse quite upset customers when Australia Post had failed to meet the customers expectation.
Full Time Caregiver
Mr. G. Burton
10.2015 - 04.2016
- Required full assistance with all ADL's (Activities of Daily Living).
Various Temp / Contract Call Centre Roles
01.2010 - 01.2016
- Queensland Accommodation Corporation, Sporting Wheelies & Disabled Association, GE Money, NRMA Insurance
Education
Certificate III in Aged Care Work -
Port Macquarie TAFE
Certificate II in Community Services -
Wauchope TAFE
Skills
- Strong organizational skills
- Empathy and patience
- Time management expertise
- Customer Service-Oriented
- Data entry proficiency
- CRM Software Familiarity
- Tech-Savvy Nature
- Typing speed and accuracy
- Follow-Up and Tracking
Certification
- Evidence of Full Covid-19 Vaccination
- Qld Drivers Licence
- National Employment Police Check
- NDIS Screening
- Current First Aid & CPR
- Blue Card (application completed)
Timeline
Virtual Receptionist
OfficeHQ
07.2023 - 02.2024
Retail Customer Service Representative
Kmart
06.2022 - 06.2023
Customer Operations Officer
Energy Queensland
05.2022 - 09.2022
Customer Service Representative
Serco
07.2021 - 01.2022
Customer Experience Consultant
13CABS
09.2020 - 02.2021
Outbound Sales Consultant
Unity4
02.2019 - 08.2019
Personal Caregiver
Caring for Grand-father
12.2017 - 02.2019
Law Interpretation & Customer Advice Officer
Australian Taxation Office
07.2017 - 12.2017
Customer Service Officer
Blackwoods
01.2017 - 05.2017
Customer Service Advisor for Australia Post
Chandler Macleod Labour Hire
04.2016 - 08.2016
Full Time Caregiver
Mr. G. Burton
10.2015 - 04.2016
Various Temp / Contract Call Centre Roles
01.2010 - 01.2016
Certificate III in Aged Care Work -
Port Macquarie TAFE
Certificate II in Community Services -
Wauchope TAFE
Similar Profiles
Sina AbdollahiSina Abdollahi
Electrician at Electrical Work Experience – JulianElectrician at Electrical Work Experience – Julian
Rolf Vonhof Underground MiningRolf Vonhof Underground Mining
Operator at UndermineOperator at Undermine
Manik LamaManik Lama
Disability Support Worker at ITEC HealthDisability Support Worker at ITEC Health
Melisa TobolaMelisa Tobola
Virtual Receptionist at Smith AirVirtual Receptionist at Smith Air
Sha'Monda MoodySha'Monda Moody
Virtual Receptionist at AnywhereWorksVirtual Receptionist at AnywhereWorks