Tamara Joyce
Hampton,VIC
Summary
To obtain a position as a customer service consultant with the RACV Roadside Assistance team, where I can utilize my passion for quality customer service and empathetic communication skills to provide a reassuring members feeling their enquiry is going to get a solution that reflects their needs or wants. I am a team player and enjoy being apart of a team that has a sense of comradery. I am eager to build long lasting relationships with customers and thrive in a team environment with a positive culture. By making a meaningful difference in the lives of everyday Victorians, I am motivated to excel in this role if given the opportunity
Overview
14
14
years of professional experience
Work History
Customer Service Officer
NDIS National Contact Centre
07.2018 - 07.2023
- Assisted individuals, their families and providers in navigating the National Disability Insurance Scheme
- Consistent achievement in meeting KPI's and excelling in call monitoring results
- Maintained up-to-date knowledge of evolving policies effectively applying this knowledge to advise callers accurately and address their concerns within the boundaries of the NDIS framework
- Completed data entry to record call notes, feedback and efficiently referred out of scope enquiries to relevant NDIS contact
Customer Services Consultant
Centrelink Call Centre (DHS)
01.2011 - 12.2011
- Answered constant flow of customer calls with minimal wait times servicing between 100-150 calls per day.
- Clarified customer issues and determined root cause of problems to resolve customer complaints.
- Met customer call guidelines for service levels, handle time and productivity.
- Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
Customer Service Officer
13 CABS Permanent Bookings
09.2009 - 11.2010
- Communicated with clients regarding account services, statements, and balances
- Managed Permanent booking accounts with a high degree accountability as bookings were for higher needs clients
- Trained new staff in the main call centre for regular bookings to support leadership with heavy work loads
- Answered regular booking call for first 6 months taking about 200 calls per shift
- Gained a good sense of direction as collating runs for drivers
Education
Professional Development
NDIS National Contact Centre Skills
- Excellent Verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to handle high stress situations with poise
- Exceptional attention to detail and time management skills
- Proficient in using Microsoft Office Suite (Outlook, Word, Excel, Sharepoint, Teams and One note)
- Proficient in using Customer Relationship Management (CRM) software; Advanced
- Proficient in using Salesforce
Timeline
Customer Service Officer
NDIS National Contact Centre
07.2018 - 07.2023
Customer Services Consultant
Centrelink Call Centre (DHS)
01.2011 - 12.2011
Customer Service Officer
13 CABS Permanent Bookings
09.2009 - 11.2010
Professional Development
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