Talita Trevisolli Passos
Mascot,NSW
Summary
Dedicated and results-oriented professional with educational background in law and knowledge of court procedures. Extensive experience in telephone customer service, including sales tech support and customer service. Familiar with major customer service software including SAP, reliable, conflict resolution and possess a positive attitude. Proven capacity to work in high-stress, high-pressure. I am currently on a working holiday visa, actively seeking new opportunities to further my growth and develpment.
Overview
8
8
years of professional experience
Work History
Student Sales Enquiry Officer
Tafe Nsw
01.2024 - Current
- Answering email enquiries and phone calls by providing a high quality customer-focused service to future students across the enquiry management and sales cycle.
- Assisting students with a range of transactional support services to students including enrolments, inbound enquiries, course information, processing payments and database management to ensure that a quality service is carried out for all students in line with policies and customer service standards
- Participating in outbound or inbound, targeted sales campaigns.
- Carrying out the job following Tafe NSW's values by placing the customer at the centre of all decision making.
- Prioritising work and maintaining strict deadlines and timeframes during peak periods.
- Adapting to changes in environment and managing new computer systems.
Customer Service Coordinator
Daikin UK
05.2023 - 11.2023
- Maintained customer satisfaction by handling complex escalated customer concerns
- Satisfied customer concerns by independently identifying and implementing solutions
- Enhanced customer experiences with improved team workflows and more effective solutions for common problems
- Produced quotations using SAP, confirming, and documenting price and site availability to customer
- Maintained responsibility for administrative and customer service support for field service scheduling, warranty and contracts being processed in a timely and accurate manner.
Legal Assistant and Receptionist
Bartons Solicitors
02.2023 - 05.2023
- Answered client calls and emails in a courteous and helpful manner
- Opened and closed files using SOS system
- Prepared Land Registry Applications and applied for searches
- Handled all incoming and outgoing correspondence
- Drafted Sale/Purchase estimates, completion statements and conveyancing documents
- Filed, scanned and photocopied documents
- Ordered office supplies for staff and booked meetings
- Provided refreshments when required.
Key Account Senior Service Consultant
Optimus, Landmark Information Group
04.2021 - 02.2023
- Worked in the Conveyancing Service Department, supporting the team with processing and progressing the conveyancing instructions
- Assisted and participated in project performance reviews
- Answered queries from customers and solicitors, provided updates, and used organisation skills to update the portal and tracking milestones
- Generated new quotes for the clients and opened/closed files
- Worked under pressure to achieve monthly targets
- Used exceptional communication skills to meet clients' needs and maintained a good relationship
- Created new system to ensure client satisfaction and to monitor complaints
- Established key business goals and priorities with team, clients or project management sponsors.
Contact Centre Supervisor
Carbase
11.2018 - 04.2021
- Maximise workflow efficiency and productivity through management and training of new team members
- Ensured complete satisfaction of customers by resolving queries using excellent communication and customer service skills
- Succeeded in completing tasks with competing deadlines, such as mailshot work, data-input, responding to email, and telephone queries
- Organized files and records and handled other support tasks, freeing up managers to take on more pressing responsibilities
- Handled caller needs for sales, service and account problems.
Kitchen Assistant
Cater Crew
09.2017 - 09.2018
- Performed duties, such as serving food, cleaning, and washing up
- Learned to work under pressure in a busy environment
- Prepared different innovative meals in the kitchen through collaboration with chefs.
Volunteer
Gloucester& District Citizens Advice Bureau
04.2016 - 07.2016
- Ensured swift resolution of telephone and email enquires/complaints
- Carried out general office tasks, such as organising files, keeping client records, and dealing with suppliers
- Communicated with a client in Italian by leveraging effective communication skills, while working in reception
- Learned tasks quickly to improve performance.
Education
LLB - Law
The University of Gloucestershire
06.2019
Skills
- Customer Service
- Organised
- Team Leadership
- Excellent Communication
- Administrative Support
- Complaint Resolution
- Time Management
- IT Proficiency, MS Office and SAP
- Scheduling
Additional Information
Extensive knowledge of IT Systems, as well as Retailing Systems and Technology.
Languages
Portuguese
Italian
French
Spanish
Timeline
Student Sales Enquiry Officer
Tafe Nsw
01.2024 - Current
Customer Service Coordinator
Daikin UK
05.2023 - 11.2023
Legal Assistant and Receptionist
Bartons Solicitors
02.2023 - 05.2023
Key Account Senior Service Consultant
Optimus, Landmark Information Group
04.2021 - 02.2023
Contact Centre Supervisor
Carbase
11.2018 - 04.2021
Kitchen Assistant
Cater Crew
09.2017 - 09.2018
Volunteer
Gloucester& District Citizens Advice Bureau
04.2016 - 07.2016
LLB - Law
The University of Gloucestershire