TAI LAWSON
Sydney,NSW
Summary
Passionate customer relations professional with over 10 years of experience in customer service and call centre environments. Most recently worked as a Customer Support Officer for NAPLAN at the NSW Education Standards Authority, with the contract concluding in April 2025. Holds a Bachelor’s degree in Social Science (Psychology), completed in October 2024. Brings quick learning abilities, strong attention to detail, and exceptional communication and problem-solving skills to consistently deliver excellent service and support team success.
Overview
19
19
years of professional experience
Work History
Support Officer
NSW Education Standards Authority
07.2025 - 11.2025
- Respond to daily enquiries via phone (Purecloud) and email, maintaining accurate records and following up on outstanding issues.
- Support new Presiding Officers by providing guidance and escalating concerns to management when needed.
- Assist with training webinars, preparation and dispatch of exam materials, and follow-up on missing items or re-delivery planning.
- Verify Working With Children Check (WWCC) details and ensure all requirements are met prior to exam periods.
Customer Support Officer
NSW Education Standards Authority
01.2025 - 04.2025
- Deliver high-level customer service support to schools and key stakeholders for NAPLAN testing
- Collaborate effectively with team members to ensure prompt and accurate issue resolution
- Maintain up-to-date knowledge of resources and provide clear, accurate information
- Refer complex matters to appropriate NESA officers or external representatives as required
- Manage competing priorities and deadlines while ensuring attention to detail and consistent service quality
Service Desk Analyst
SiteMinder
06.2017 - 06.2021
- Provide technical support primarily for APAC customers, building strong relationships via email and phone
- Identify and address customer support needs and configuration requirements, meeting expectations and KPIs
- Offer comprehensive feedback to customers, keeping them informed and escalating cases where necessary
- Ensure accurate case logging in CRM systems and adhere to Service Desk procedures
- Follow best practices, particularly regarding security concerns and breaches, and suggest improvements where needed
Customer Affairs Officer
Singapore Airlines
06.2016 - 06.2017
- Respond to customer feedback in writing or verbally in a professional manner
- Investigate customer concerns and feedback in line with company policies and procedures
- Liaise internally with relevant departments and externally with other airlines as needed
- Provide written communication to customers based on investigation outcomes and coordinate service recovery or special handling when required
Customer Relations Officer
Air France – KLM
05.2011 - 06.2016
- Handle incoming calls and assist customers with enquiries or complaints in a professional and pleasant manner
- Analyse and assess customer claims in line with company policies, ensuring timely and accurate responses to improve loyalty
- Resolve issues and offer solutions over the phone where possible, or escalate concerns when necessary
- Respond to enquiries and complaints from APAC customers in both English and Thai via phone, letter and email
Customer Service Representative
Lebara Mobile
11.2009 - 06.2010
- Answer incoming calls and deliver exceptional customer service
- Provide product, service, and rate information to enhance customer experience
- Troubleshoot technical issues, follow up, and assist Thai customers with interpretation
- Perform administrative tasks and data entry duties
Reservation & Customer Service Supervisor
Avis Rent A Car Thailand
10.2007 - 10.2008
- Manage and support staff, providing necessary information for optimal customer service delivery
- Involved in sales promotions and achieved sales targets consistently
- Provide training to newly hired staff
- Respond to emails concerning all rental car conditions and quotations, and including inbound and outbound reservations
Reservation & Customer Service Officer
Avis Rent A Car Thailand
08.2006 - 09.2007
- Answer all inquiries and make the inbound and outbound reservations to the customer’s satisfaction
- Involved in sales promotions and achieved sales targets
- Process and confirm car rental reservations accurately using provided computerised reservation system
Education
Bachelor of Social Science- Psychology -
Western Sydney University
Sydney, NSW10-2024
Bachelor of Arts - English -
Suan Dusit Rajabhat University
Bangkok, Thailand03-2006
Skills
- Customer service
- CRM software
- Attention to detail
- Team collaboration
- Client communication
- Problem-solving
- Administrative and office support
Reference
Tara Hanniffy
Project Officer | NESA
0424 273 184
William Tasdir
General Services Manager | SiteMinder
0481 282 649
Timeline
Support Officer
NSW Education Standards Authority
07.2025 - 11.2025
Customer Support Officer
NSW Education Standards Authority
01.2025 - 04.2025
Service Desk Analyst
SiteMinder
06.2017 - 06.2021
Customer Affairs Officer
Singapore Airlines
06.2016 - 06.2017
Customer Relations Officer
Air France – KLM
05.2011 - 06.2016
Customer Service Representative
Lebara Mobile
11.2009 - 06.2010
Reservation & Customer Service Supervisor
Avis Rent A Car Thailand
10.2007 - 10.2008
Reservation & Customer Service Officer
Avis Rent A Car Thailand
08.2006 - 09.2007
Bachelor of Social Science- Psychology -
Western Sydney University
Bachelor of Arts - English -
Suan Dusit Rajabhat University
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