Stacey Payne
COORPAROO,QLD
Summary
Dynamic professional with a proven track record at TSA Telco Group, excelling in customer support and complaint resolution. Adept at problem-solving and building rapport, I enhanced client satisfaction through effective communication and technical support, consistently delivering high-quality service and optimizing customer experiences.
Overview
22
22
years of professional experience
Work History
Call Center Representative
TSA Telco Group
02.2022 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
English as a Second Language Teacher
Yellow Ribbon English Institute
08.2019 - 10.2019
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course objectives.
- Designed interactive lessons to engage all learning styles and promote active participation.
- Advised school administration on the selection of appropriate ESL resources and materials for use in the classroom setting.
- Developed activities and integrated technology to diversify instruction.
English as a Second Language Teacher
BCIS Global Education
10.2017 - 07.2018
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Established strong rapport with students, parents, and fellow educators, fostering positive relationships within the school community.
- Collaborated with colleagues to share best practices, creating a supportive teaching community.
- Attended workshops to learn about student motivation and engaging learning activities.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Coordinated language immersive field trips that allowed students to associate knowledge with real-world experiences.
- Administered language proficiency tests and awarded highest-scoring students.
- Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
- Contributed to the development of extracurricular programs aimed at promoting cultural exchange and understanding among students.
- Emphasized critical thinking through small group activities.
- Coordinated special events celebrating linguistic diversity within the school community, fostering an inclusive atmosphere for all learners.
- Improved instruction methods by using various assessment tools and strategies.
- Created monthly academic status reports based on in-depth student evaluations.
- Developed individualized learning plans tailored to each student''s unique needs, ensuring a targeted approach to language acquisition and skill development.
- Developed and implemented a comprehensive curriculum, resulting in improved student performance.
- Documented student attendance and progress against goals.
- Created and delivered engaging lesson plans to accommodate different learning styles.
- Adopted new technologies and online platforms to facilitate student learning.
Ambassador
Bundaberg Visitor Tourism Centre
01.2016 - 01.2017
- Promoted good customer relations and premier customer satisfaction by demonstrating friendly demeanor and can-do attitude.
- Greeted customers and clients to create welcoming atmosphere.
- Assisted team with operational policies and procedures to drive services.
- Built relationships with key stakeholders, fostering collaboration and understanding between organization and community.
- Coordinated volunteer program for organization, recruiting and training volunteers in best practices.
- Engaged guests in conversation to offer hospitality, aid in service recovery and engender trust.
- Established positive relationships with local business owners, leveraging those relationships to secure sponsorships.
English as a Second Language Teacher
This Role Was Undertaken in Qingdao, China.
03.2014 - 04.2015
- Coordinated communication between students and school administration to create culturally-sensitive learning environment.
- Implemented assessment tools to monitor student progress, adapting instructional strategies as needed for optimal success.
- Set assessments to measure student progress and identify growth opportunities.
- Promoted critical thinking to build subject engagement and interaction.
- Modified curriculum plans with colleagues to meet changing student needs.
- Encouraged students to deepen knowledge with additional learning opportunities.
- Facilitated class discussion to help students work through questions and expand understanding.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Employed variety of assessment tools and strategies to improve instruction methods.
- Personalized instruction based on needs, interests and capabilities of individual students.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Conducted skills assessments to uncover performance gaps.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Assigned lessons and corrected homework.
- Conducted group lectures and small-group instruction to teach and reinforce concepts.
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course objectives.
- Designed interactive lessons to engage all learning styles and promote active participation.
- Advised school administration on the selection of appropriate ESL resources and materials for use in the classroom setting.
- Established strong rapport with students, parents, and fellow educators, fostering positive relationships within the school community.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
English as a Second Language Teacher
Paju Gyeonngi English Village
05.2010 - 10.2012
- Mentored new teachers in ESL methodologies, providing guidance on effective classroom management techniques.
- Supported students holistically to achieve academic success.
- Facilitated small group and individual instruction to maximize student learning.
- Developed and maintained effective record keeping system for tracking learner attendance, participation and progress.
- Supplemented instruction and increased student understanding with use of audio-visual equipment and other technology.
- Demonstrated principles of subject material and advanced methods to students.
- Assessed work of adult students to evaluate progress and identify areas for improvement.
- Collaborated with other professionals to develop creative solutions to challenges faced by adult learners.
- Provided individual mentoring and special tutoring to struggling students.
- Managed several internet-based language programs.
- Balanced instruction, demonstration and personal work time for optimal student learning.
- Maintained complete student records with accurate grades and attendance information.
- Gave one-on-one attention to each student while maintaining overall focus on entire group.
- Attended workshops to learn about student motivation and engaging learning activities.
- Coordinated language immersive field trips that allowed students to associate knowledge with real-world experiences.
- Administered language proficiency tests and awarded highest-scoring students.
- Collaborated with teachers and department heads to meet quarterly and yearly educational goals.
- Contributed to the development of extracurricular programs aimed at promoting cultural exchange and understanding among students.
- Emphasized critical thinking through small group activities.
- Coordinated special events celebrating linguistic diversity within the school community, fostering an inclusive atmosphere for all learners.
- Improved instruction methods by using various assessment tools and strategies.
- Developed individualized learning plans tailored to each student''s unique needs, ensuring a targeted approach to language acquisition and skill development.
- Created monthly academic status reports based on in-depth student evaluations.
- Coordinated communication between students and school administration to create culturally-sensitive learning environment.
- Implemented assessment tools to monitor student progress, adapting instructional strategies as needed for optimal success.
- Encouraged students to deepen knowledge with additional learning opportunities.
- Facilitated class discussion to help students work through questions and expand understanding.
- Reviewed course materials and student progress to identify strengths and weaknesses for future improvements.
- Employed variety of assessment tools and strategies to improve instruction methods.
- Prepared students for tests by teaching relevant concepts and enforcing good test-taking skills.
- Conducted skills assessments to uncover performance gaps.
- Assigned lessons and corrected homework.
- Used positive reinforcement and provided clear feedback to help students succeed.
- Conducted group lectures and small-group instruction to teach and reinforce concepts.
- Enhanced students'' language proficiency by utilizing diverse teaching methods and materials.
- Increased student confidence through regular feedback and personalized instruction.
- Developed and taught ESL curriculum to improve students' conversational abilities.
- Educated students in basics of English grammar and conversational speaking.
- Created new lesson plans based on course objectives.
- Advised school administration on the selection of appropriate ESL resources and materials for use in the classroom setting.
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Established strong rapport with students, parents, and fellow educators, fostering positive relationships within the school community.
Freelancer
Stella Cuppari, The Bugle, The Coastline
01.2003 - 05.2010
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
- Negotiated contracts with both clients and vendors effectively, ensuring mutually-beneficial terms were agreed upon.
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Analyzed user feedback to gather input and identify areas required for improvement.
- Adapted quickly to changing project requirements, demonstrating flexibility and adaptability under pressure.
- Strengthened client relationships with consistent communication and timely project updates.
- Developed customized solutions to address unique client needs, resulting in repeat business and referrals.
- Optimized project efficiency by creating and implementing effective task management strategies.
- Conducted thorough research to provide well-informed recommendations for clients'' strategic decision-making processes.
- Expanded professional network through attending industry events and engaging in online communities.
- Stayed current on industry trends by regularly participating in continuing education courses and workshops related to my field of expertise.
- Created and managed project plans, timelines and budgets.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Streamlined client communication processes, resulting in more efficient project timelines and increased client trust.
Education
Bachelor of Communication - Journalism
Central Queensland University
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Inbound phone calls
- Communicating with clients
- Answering questions
- Complaint resolution
- Appointment scheduling
- Product knowledge
- Payment processing
- Gathering information
- Calm disposition
- Building rapport
- Account updating
- Inbound phone call management
- Customer service optimization
- Technical support
- Customer relationship management
- Quality control
- Interpersonal skills
- Product upselling
- Sales closing
Timeline
Call Center Representative
TSA Telco Group
02.2022 - Current
English as a Second Language Teacher
Yellow Ribbon English Institute
08.2019 - 10.2019
English as a Second Language Teacher
BCIS Global Education
10.2017 - 07.2018
Ambassador
Bundaberg Visitor Tourism Centre
01.2016 - 01.2017
English as a Second Language Teacher
This Role Was Undertaken in Qingdao, China.
03.2014 - 04.2015
English as a Second Language Teacher
Paju Gyeonngi English Village
05.2010 - 10.2012
Freelancer
Stella Cuppari, The Bugle, The Coastline
01.2003 - 05.2010
Bachelor of Communication - Journalism
Central Queensland University
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