Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Sophie Mulligan

Orange,NSW

Summary

Knowledgeable Call Centre Representative with experience assisting Airline customers.

Accomplished in recording accurate information while exceeding customers' expectations in a high-volume Call Centre.

Advancing into a Call Centre Administrator position within the same company I learnt to organize and manage multiple priorities with a positive attitude. I also believe I was willing to take on added responsibilities to meet team goals which then allowed me to move into a Call Centre Supervisory role.

This granted me the leadership skills and the capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage staff in fast-paced environments as well as gain expertise in conflict resolution and consumer behaviour. I then had the opportunity to progress into a System Administrator position for Rex Airlines, this included consistently responding to a wide range of technical challenges with a focused and creative approach, which gave me the ability to problem solve and make responsible decisions.

I am now looking for a positive change into a new work environment. I am excited to develop new skills and knowledge within your company, along with making new relationships. If you do wish to contact me in regard to my application, I would be more than happy to answer any outstanding questions you may have or arrange a time to meet.

Overview

8
8
years of professional experience

Work History

System Administrator

Rex Airlines
06.2022 - Current
  • Worked with users to determine areas of technology in need of improvement.
  • Provisioned new software.
  • Managed onboarding and offboarding of employees.
  • Completed reports detailing network and systems performance and downtime issues.
  • Served as a subject matter expert on systems the company used.
  • Resolved issues and escalated problems with knowledgeable support and service.
  • Mentored new hires, resulting in staff development and increased productivity.
  • Monitored trainee progress, introducing new learning tools to address individual needs.
  • Developed individualized training plans to achieve staff readiness.
  • Prepared and presented supplementary learning material to support staff.
  • Provided coaching and mentoring to employees.

Call Centre Supervisor

Rex Airlines
12.2021 - 06.2022
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behaviour identification.
  • Supervised up to 10 or more Call Centre Consultants in providing excellent customer service to callers requiring assistance for reservations.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Coordinated with other departments to provide smooth execution of reservation enquiries.

Call Centre Administration Consult

Rex Airlines
09.2020 - 12.2021
  • Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
  • Responded to customer calls and emails to answer questions about products and services.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Processed debit and credit card and electronic check payments.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.

Call Centre Consultant

Rex Airlines
02.2019 - 09.2020
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls to answer questions about products and services.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Sandwich Artist

Subway
05.2015 - 02.2019
  • Kept workplace clean and organized in line with restaurant policies.
  • Greeted guests, promoted specials, and took orders.
  • Prepared and presented food in compliance with health and safety guidelines.
  • Trained team members to prepare sandwiches and other items according to instructions.
  • Prepared and served hot and cold sandwiches based on customer preferences.
  • Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
  • Restocked and rotated stock in display case to mitigate stock loss.
  • Operated manual and electric appliances to peel, slice, and trim food.
  • Monitored inventory and requisitioned low-stock items.

Education

Higher School Certificate -

Orange High School
Orange, NSW
10.2018

Current - Diploma of Business

Australian College of Commerce And Management
Wollongong, NSW, Study From Home

Skills

  • Technical Support
  • Training
  • Documentation Expertise
  • Maintaining Clean Work Areas
  • Customer Care
  • Knowledge of Microsoft Office Products
  • Account Updating
  • Reporting Data Skills
  • Cleanliness
  • Respectful
  • Friendly
  • Outgoing

References

Personal & Business:

Wilinda Campbell

0437 397 392



Timeline

System Administrator

Rex Airlines
06.2022 - Current

Call Centre Supervisor

Rex Airlines
12.2021 - 06.2022

Call Centre Administration Consult

Rex Airlines
09.2020 - 12.2021

Call Centre Consultant

Rex Airlines
02.2019 - 09.2020

Sandwich Artist

Subway
05.2015 - 02.2019

Higher School Certificate -

Orange High School

Current - Diploma of Business

Australian College of Commerce And Management

Similar Profiles

CREATE PROFILE
Sophie Mulligan