Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sheree Chong Nee

Luscombe,QLD

Summary

Positive and self-motivated Senior administration professional with over 10 year's experience. In my current position I have had to become a Subject Matter Expert in the customer realm where I have mastered our new Customer Management System in order to assist and deliver training to our staff. My responsibilities vary and can range from ensuring the maintenance of effective, professional relationships with colleagues, stakeholders and clients; dealing with telephone and e-mail enquiries to providing quality checks and ensuring the current Knowledge Management System is updated and accurate. In addition to these duties, I am also responsible for providing the weekly roster rotation and approving leave and ensuring this is all updated in our database.

Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

10
10
years of professional experience

Work History

Customer Readiness and Response Specialist

Transurban
10.2021 - Current
  • Followed all company policies and procedures to deliver quality work.
  • Listened and responded to customer requests and forwarded necessary information to superiors.
  • Interpreted stakeholders needs and introduced services to fit specific requirements.
  • Developed and implemented systems to track customer feedback and satisfaction.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Collected, arranged, and input information into database system.
  • Gathered, organized and input information into digital database.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Developed and updated tracking spreadsheets for process monitoring and reporting.
  • Maintained database systems to track and analyze operational data.
  • Devised and implemented processes and procedures to streamline operations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

Workforce Assistant

Transurban
10.2018 - 10.2021
  • Demonstrated leadership by making improvements to work processes and helping to train others
  • Implemented employee engagement and development activities, presentations and training to maximize productivity and unite workforce
  • Create workforce planning rosters for each fortnight.
  • Worked closely with management to provide effective assistance for specific aspects of business operations.
  • Assisted manager in all aspects of business operations.
  • Offered technical support and troubleshot issues to enhance office productivity.
  • Remained solutions-oriented in face of complex problems to assist management and overall business direction.

Senior Leader

Transurban
08.2016 - 09.2021
  • Coached team on company policies, procedures, and best practices to enhance operational efficiency, employee productivity and subsequently decrease labor costs
  • Enforced company policies, answered coworkers' questions and trained new personnel
  • Served as liaison between certain departments to implement new improvement plans and changes
  • Completed various reports and analyzed each report to decide where improvements could be made
  • Identified needs of customers promptly and efficiently
  • Identified operational and performance issues and worked with managers to resolve concerns
  • Assessed work performance for each employee within department, providing constructive criticism regarding handling of job tasks.
  • Conducted team member meetings and updated members on best practices and continuing expectations.
  • Set clear team goals and delegated tasks and set deadlines.
  • Developed and implemented Coaching and Quality Assurance activities.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Generated reports detailing findings and recommendations.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.

U13 Boys Basketball Team Manager (Volunteer)

Logan Jazz
01.2018 - 10.2019
  • Organized first aid provisions to maintain readiness for game and practice emergencies
  • Monitored players during practices and games to maintain optimal safety
  • Distributed uniforms, gear and rosters to team members each season
  • Verified team and player information before matches to maintain recordkeeping accuracy
  • Operated score board during games to keep accurate counts of baskets and penalties.

Youth Teacher (Volunteer)

Church of Jesus Christ of Latter-Day Saints
01.2014 - 01.2018
  • Engaged students and boosted understanding of material using focused instructional strategies and hands-on activities
  • Encouraged student critical thinking and discussion using variety of teaching techniques
  • Worked outside normal hours to be available to answer parent and student questions
  • Monitored student progress using exams and assignments to check for thorough understanding
  • Built and strengthened positive relationships with students, parents and teaching staff
  • Met with administrators and department team members to work on curriculum planning and assessment methods.

Customer Care Officer

Transurban
03.2014 - 08.2016
  • Kept customer and system account information accurate and current to support timely resolutions for all concerns
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities
  • Referred unresolved grievances to designated departments for further investigation
  • Followed up on emailed or web-submitted customer inquiries within standard response times
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints
  • Recorded details of all inquiries, complaints and comments
  • Maintained high satisfaction score by consistently resolving first-call issues
  • Consulted with customers regarding needs and addressed concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Took ownership of customers issues to follow problems through to resolution.

Education

Certificate in Business/Administration Level 3 -

Best Training
Auckland, New Zealand
11.2001

Certificate in Computers Level 3 -

Best Training
Auckland, New Zealand
11.2001

High School Diploma -

Church College of New Zealand
Hamilton, New Zealand
11.2000

Skills

  • Support services
  • Schedule and calendar management
  • Quality assurance controls
  • Schedule coordination
  • Call Centre Operations
  • Training and coaching
  • Skilled multi-tasker
  • Workforce Management
  • Customer Service
  • Resource Allocation
  • Technical Communication
  • Quality Assessment
  • Management Collaboration
  • Project Planning
  • Process Improvement
  • Process Analysis
  • Audit Reporting
  • Data Analysis

References

Simone Douglas, 0429 990 700, National Workforce Manager Daniel Schiliro, 0430 291 057, Team Leader

Timeline

Customer Readiness and Response Specialist

Transurban
10.2021 - Current

Workforce Assistant

Transurban
10.2018 - 10.2021

U13 Boys Basketball Team Manager (Volunteer)

Logan Jazz
01.2018 - 10.2019

Senior Leader

Transurban
08.2016 - 09.2021

Customer Care Officer

Transurban
03.2014 - 08.2016

Youth Teacher (Volunteer)

Church of Jesus Christ of Latter-Day Saints
01.2014 - 01.2018

Certificate in Business/Administration Level 3 -

Best Training

Certificate in Computers Level 3 -

Best Training

High School Diploma -

Church College of New Zealand
Sheree Chong Nee