Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Siobhan Postlethwaite

Bacchus Marsh,Victoria

Summary

Dynamic and motivated professional with a proven record of generating and building relationships, managing jobs from concept to completion, staying educated and coaching other individuals to success. Skilled in working as part of a team or using my initiative to run my own successful business. Demonstrating exceptional communication skills, and making critical decisions during challenges. Adaptable and transformational leader, mum and wife... with an ability to work independently and with a Team, by developing opportunities that further establish organizational goals.

Overview

15
15
years of professional experience

Work History

Professional Domestic Cleaner

Self Employed
Pakenham, VIC
09.2021 - 12.2023
  • Responded promptly to customer inquiries regarding services provided.
  • Returned vacant rooms to occupant-ready status by deep cleaning, changing linens, restocking inventory and removing trash.
  • Used appropriate personal protective equipment and supplies when handling hazardous waste or chemicals.
  • Employed deep-cleaning techniques for areas in need of additional sanitation.
  • Communicated with customers about requests for additional supplies or cleaning services.
  • Maintained and organized cleaning supplies stock.
  • Performed detailed cleaning of all rooms in residential homes according to the customer's instructions.
  • Interacted pleasantly with clients and guests when performing daily duties.
  • Understood and followed oral and written directions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Completed day-to-day duties accurately and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Call Center Customer Service Representative

YMCA
Pakenham, VIC
03.2020 - 08.2021
  • Provided customers with product and service information.
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Utilized job-related software to prepare change of address records and issue service discontinuance orders.
  • Used available resources to provide efficient and accurate solutions for customer service requests.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Collaborated with sales team members to stay current on inventory levels and resolve item issues.
  • Demonstrated excellent listening skills while interacting with customers.
  • Resolved customer issues in a timely manner.
  • Maintained accurate records of customer interactions and transactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Managed customer expectations by clarifying needs, identifying options and recommending products and services.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Promoted available products and services to customers during service, account management and order calls.
  • Updated customer accounts, addresses and contact information within call management databases.
  • Participated in training sessions to stay current on changes in products and services.
  • Followed up with customers to ensure their satisfaction with the resolution of their issue.

Call Center Customer Service Specialist

Department of Human Services, Centrelink
Traralgon, VIC
06.2009 - 12.2018
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Performed outbound calls as needed to follow-up on customer requests or inform them of new promotions or services offered by the company.
  • Monitored daily productivity metrics such as average handle time, first call resolution rate, abandonment rate.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Utilized computer systems to accurately log customer interactions and tracked call resolution times for quality assurance purposes.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Updated databases with new and modified customer data.
  • Managed high-volume of inbound and outbound customer calls.
  • Improved product knowledge on continuous basis to provide optimal service and achieve call expectations.
  • Handled escalated customer complaints using problem solving skills to resolve difficult situations quickly and efficiently.
  • Maintained strong call control and quickly worked with customers to address problems.
  • Responded promptly to emails from staff seeking help with technical issues or questions about DHS System.
  • Offered resolutions to de-escalate calls and solve customer issues.
  • Participated in ongoing training sessions designed to enhance job knowledge, increase productivity and develop professional skills.
  • Assisted Call centre, management and staff as a Technical Support Officer (TSO).
  • Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Education

High School Diploma -

Maryvale High School
Morwell
12.2004

Bachelor of Health And Nutrition - Health

Federation University Australia
Berwick, VIC

Skills

  • Guest Relations
  • Customer Service
  • Residential Cleaning
  • Ergonomics and Safety Training
  • Supply Inventory Management
  • Hardworking
  • Exceptional Communicator
  • English Language Fluency
  • Excellent Oral and Written Communication
  • Quality Assurance
  • Focused and Detail-Oriented
  • Teamwork
  • Exceptional Time Management
  • Customer Service-Focused
  • Physically Strong
  • Customer-Oriented

References

References available upon request.

Timeline

Professional Domestic Cleaner

Self Employed
09.2021 - 12.2023

Call Center Customer Service Representative

YMCA
03.2020 - 08.2021

Call Center Customer Service Specialist

Department of Human Services, Centrelink
06.2009 - 12.2018

High School Diploma -

Maryvale High School

Bachelor of Health And Nutrition - Health

Federation University Australia

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Siobhan Postlethwaite