Stella Matikulas

• Responded to customer emails with accurate product and service information.
• Maintained a high level of professionalism while interacting with customers via phone or email.
• Researched complex issues raised by customers, identified solutions, and provided timely responses.
• Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
• Conducted outbound calls to follow up on outstanding payments, policy expiries, renewal notices.
• Ensured compliance with all applicable laws related to consumer protection regulations.
• Monitored call center queues daily in order to respond promptly to customer inquiries.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Assisted customers with making payments or establishing payment plans to bring accounts current.
• Maximised efficiency through the utilisation of various systems, including Omnia, Safire, Workforce as well as Microsoft Office applications: Microsoft Teams, Excel, Outlook, and Word.

Position: Phone betting agent, Customer Service agent, Supervisor.

Joining Sportsbet in August 2022 as a Phone Betting Agent, I quickly demonstrated exceptional customer service skills and a dedication to excellence. Recognised for my commitment and performance, I transitioned from a casual to a full-time role within 6 months of my starting date, subsequently undergoing comprehensive training to enhance my capabilities. Over the course of my employment, I continually upskilled and took on additional responsibilities, becoming a Subject Matter Expert (SME)/ Supervisor within the customer service and phone betting department. My training and experience equip me with the expertise to provide exceptional service to customers while ensuring compliance with industry regulations and company policies.

Key Responsibilities and Achievements:

• Customer Service Excellence: Delivered superior customer service, consistently exceeding performance targets, and enhancing customer satisfaction.
• Training and Development: Successfully completed comprehensive customer service training from February 6th to March 11th, 2023, followed by specialised SME/Supervisor training from April 7th to April 11th, 2023.
• Safer Gambling Compliance: Received training in safer gambling practices and procedures, demonstrating a commitment to responsible gaming and ensuring compliance with regulatory requirements.
• Emergency Preparedness: Completed First Aid and Fire Warden training, acquiring essential skills in emergency procedures, and contributing to a safe work environment.
• Anti-Money Laundering (AML) Compliance: Trained in AML procedures, including identifying politically exposed persons (PEPs) and conducting thorough research to ensure compliance with AML regulations.
• Team Leadership: Supervised and mentored team members, providing guidance and support to optimise performance and achieve departmental objectives.
• Cross-Functional Collaboration: Collaborated with cross-functional teams to resolve customer issues, address technical challenges, and implement best practices for service delivery.
• Documentation and Reporting: Maintained accurate records and documentation of customer interactions, complaints, and resolutions, ensuring compliance with company policies and regulatory requirements.

Skills and Attributes:

• Demonstrated strong leadership and communication skills by effectively motivating and inspiring team members.
• Exceptional customer service skills, with a focus on resolving issues and exceeding customer expectations.
• Proficient in AML compliance procedures, including PEP identification and due diligence.
• Thorough understanding of safer gambling practices and regulatory requirements.
• Effective problem-solving abilities, with a proactive and analytical approach to addressing challenges.
• Excellent time management and organisational skills, with the ability to prioritize tasks and meet deadlines.
• Team player mentality, with a willingness to collaborate and contribute to a positive work environment.
• Detail-oriented and conscientious, with a commitment to accuracy and compliance.
• Excelled in a fast-paced and dynamic work environment, demonstrating adaptability and resilience.
• Handled sick call responsibilities, including taking the call, logging details on the run sheet, and notifying the manager.
• Developed and implemented check-in/check-out process for Darwin and Melbourne offices with the inclusion of tagging agents, supervisors, and workforce management team members for the following day.
• Utilised Excel to develop run sheets for both the Darwin and Melbourne offices.
• Maximised efficiency through the utilisation of various systems, including PureCloud, Openbet, Telebet, Zendesk, Slack as well as Microsoft Office applications: Excel, Outlook, and Word.

• Recorded guest information with accuracy and efficiency using STEAM/TUNE software.
• Managed incoming phone calls to dealership by promptly answering and forwarding them in a professional manner.
• Professionally greeting clients in car dealership section, directing & announcing them suitably as per their need.
• Received, sorted, and distributed daily mail.
• Imputed and sent daily mail from all departments.
• Maintained a presentable reception area with all essential guest amenities, including water, pens and business cards.
• Provided a warm welcome by making coffee for coworkers and clients.
• Provided accurate information to guests and colleagues through dealership interactions, email correspondence, and phone communication.
• Streamlined the purchasing process for office supplies by coordinating with multiple suppliers such as COS, SBA, Coles, and Nespresso.
• Monitored all inventories and ensured stock availability.
• Scanned important documents to enable efficient digital record keeping.
• Issued visitor tags and logged visitors to ensure workplace security.
• Provided assistance to colleagues in their administrative responsibilities.
• Ensured all Toyota personnel stayed informed by sending regular daily emails outlining all absences for the day and following weeks.
• Assembled registration packs on a daily basis for car deliveries.
• Composed and dispatched personalised 'Welcome Letters' to all customers upon vehicle delivery.
• Loaded and allocated gift cards to colleagues as needed.
• Handled the generation and timely sharing of Harrier Reports through emails.

• Demonstrated exceptional multi-tasking abilities
• Demonstrated expertise in conducting financial transactions using EFTPOS and cash
• Experienced in accurately filing EFTPOS receipts for various banking types including Mastercard, Visa, American Express, and EFTPOS savings.
• Communicated with customers daily through phone calls and face-to-face interactions.
• Handled the preparation and serving of alcoholic beverages.
• Handled customer complaints and conveyed solutions for issue resolution
• Ensured safety and cleanliness of work environment for customers and employees.
• Managed the entire reservation process for customers, ensuring accuracy and efficiency.
• Prepared and arranged function spaces.
• Performed food and beverage deliveries within Novotel and Mercure hotel/resort premises.
• Provided coffee and tea service to customers and staff in the role of a barista.

• Solid experience with a range of financial transaction types including EFTPOS, cash, bitcoin, blueshift,and coin spot.
• Safely depositing large amounts of cash into EFTPOS (banking).
• Entered invoice arrival data into the computer system.
• Solely responsible for end-of-day operations in adherence to organisational norms.
• Independently opened business at start of trading day.
• Responsible for counting and securing large amounts of cash from deposits and lotto transactions.
• Demonstrated a strong ability to consistently reach and surpass sales goals.
• Interacted with customers consistently through both phone calls and face-to-face interactions on a daily basis.
• Implemented efficient time management skills to accomplish all assigned tasks on schedule
• Maintained accuracy in feeding data to Excel sheets and different software programs.
• Conducted stocktaking activities with the team members to ensure efficient store management
• Implemented new stock input procedures in computer system.
• Established and maintained strong relationships with both customers and suppliers
• Enhanced computer processing capabilities
• Achieved efficient and accurate data entry.
• Verified identification documents including passport, driver's license and ochre cards against set standards.

• Greeted customers, identified their needs and provided assistance with product selection.
• Maintained an organised store environment by restocking shelves and organising displays.
• Provided excellent customer service by answering questions, resolving problems and addressing complaints in a professional manner.
• Operated cash register to process payments from customers accurately and efficiently.
• Processed returns and exchanges according to company policies while maintaining positive customer relations.
• Organised backroom storage areas for efficient retrieval of stock items during peak business times.
• Maintained cleanliness of store by sweeping floors, dusting surfaces, emptying trash cans and mopping spills.
• Arranged merchandise for display to highlight new styles, attract customers, and enhance sales.
• Provided guidance and support to newly hired team members