Shirleen Totip
Seven Hills,NSW
Summary
Proven achiever with extensive experience in administrative support and customer relations, notably at Tina’s Catering Services. Excelled in enhancing customer satisfaction and streamlining office operations, demonstrating exceptional attention to detail and team collaboration. Skilled in MS Office and relationship building, I consistently exceed performance metrics, contributing to significant improvements in efficiency and service delivery.
Overview
7
7
years of professional experience
Work History
Administration Officer
Our Pest Control Company
01.2020 - 12.2023
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Provided exceptional customer service, addressing inquiries professionally and in a timely manner.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Aided colleagues, managers, and customers through regular communication and assistance.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Drafted and distributed invoices for outstanding payments.
- Maintained high levels of organization within the office space through regular supply inventory checks and proactive restocking efforts.
Customer Service Representative
Tina’s Catering Services
01.2017 - 07.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Tracked customer service cases and updated service software with customer information.
- Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
- Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Education
Diploma Of Age Care - Age Care
Australia Vocational Training Academy
Blacktown, NSWBachelor Of Accountancy - Accounting And Business Management
Divine Word University
Papua New Guinea 03.2024
Skills
- Administrative Support
- Customer Relations
- Payroll and budgeting
- Documentation and control
- File Maintenance
- Database Administration
- Reporting skills
- Meeting Support
- Accounting understanding
- Document Preparation
- Budget Adherence
- Schedule Maintenance
- Workflow Planning
- File Management
- Meeting facilitation
- Office Management
- Financial Reporting
- Credit and collections
- Reporting proficiency
- Relationship Building
- Office Administration
- Customer Service
- Attention to Detail
- MS Office
- Work Planning and Prioritization
- Decision-Making
- Team Collaboration
- Personable and Approachable
- Data Confidentiality
- Goal Setting
- Business Administration
Accomplishments
I have accomplished recognition Certificate in my leadership role while in college as a student leader in multiple positions being held in different student associations and I have also taken part in Inter-Department Debates in Universities.
Timeline
Administration Officer
Our Pest Control Company
01.2020 - 12.2023
Customer Service Representative
Tina’s Catering Services
01.2017 - 07.2019
Diploma Of Age Care - Age Care
Australia Vocational Training Academy
Bachelor Of Accountancy - Accounting And Business Management
Divine Word University
Similar Profiles
ANURAG SANKAR T SANURAG SANKAR T S
Accountant at Qatar Pest Control Company W.L.L.Accountant at Qatar Pest Control Company W.L.L.
IAN KIPLANGAT BETTIAN KIPLANGAT BETT
Pest Control Technician at ACCES PEST CONTROL COMPANY KENYAPest Control Technician at ACCES PEST CONTROL COMPANY KENYA
Brenden RittenberryBrenden Rittenberry
Home Sales Inspector at PermaTreat Pest Control CompanyHome Sales Inspector at PermaTreat Pest Control Company
Lucie YeungLucie Yeung
QC Technician at Snack Brnads AustraliaQC Technician at Snack Brnads Australia
Vanshika PatelVanshika Patel
Store Team Member at Woolworths GroupStore Team Member at Woolworths Group