Tania Smith
Summary
Detail-oriented professional with excellent communication, interpersonal and creative thinking skills. Aiming to leverage my abilities and experience to deliver the best customer experience. I'm hardworking, compassionate and forward thinking. I thrive in supporting the growth and learning within diverse communities.
Overview
11
11
years of professional experience
Work History
Customer Service and Administration Support
Mansfield Shire Council
02.2024 - Current
- Provide quality customer service enquiries and complaints and deliver punctual and reliable service.
- Work cooperatively and ensure positive communication and relationships with all staff, across all departments.
- Contribute to the improvement of the department by innovation and personal initiatives and contribute to team meetings.
- Skills in managing time, setting priorities and planning and organising one's own work.
- Access to public records for record keeping and archiving of records.
- Write Media Releases and Communications for Council and community relating to Council Capital Works.
- Liaise regularly with Project Officers for current project updates.
- Manage and review Capital Works Contract Register.
Optical Dispenser
George & Matilda
02.2023 - 12.2023
- Skillfully handled customer complaints, resolving issues promptly and professionally to maintain client loyalty.
- Provided support to store manager, often having to work independently, performing opening and closing procedures and end of day reconciliation.
- Collaborated with optometrist to ensure accurate prescription fulfillment and optimal visual outcomes for customers.
- Understanding and sharing expertise in lens materials, coatings, tints, and other optical options available to suit specific requirements.
Inter-library Loan / Library Service Officer
Maribyrnong City Council
07.2013 - 07.2022
- Maintained detailed records of all service interactions, ensuring accurate client information was available for follow-up actions.
- Provided exceptional customer support, leading to increased client retention and loyalty.
- Initiated contact with appropriate service providers to request referrals and followed up to confirm appointments.
- Enhanced customer satisfaction by efficiently addressing and resolving service-related issues.
- Developed Interlibrary Loan Policies and Procedures.
- Created MARC records for Interlibrary loans.
- Managed small group trainings for staff in use of LibraryLink platform.
- Delivered personalised customer service relating to reference enquiries.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
Library / Customer Service Officer (Temporary)
Brimbank City Council
01.2013 - 07.2013
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responding to and resolving customer queries and concerns.
- Supporting customer use of technology and library systems including basic IT troubleshooting and general use of technology.
- Undertaking broad branch duties that contribute to the effectiveness of the team.
- Actively planning, supporting, participating, promoting and delivering library programs and activities to the community.
Education
Diploma - Library And Information Services
Swinburne University of Technology
Melbourne, VIC01.2013
Certificate IV - Small Business
BRACE Education Training And Development
Ballarat, VIC01.2001
Diploma Health, Shiatsu And Oriental Therapies - Shiatsu And Chinese Medicine
Australian Shiatsu College
East Brunswick, VIC01.1999
Skills
Customer Service and Assistance
Proficiency in Library Management Systems
Efficient and Detail-Oriented
Customer Records Management
Computer Proficiency
Administrative Duties
Data Entry and Maintenance
Service Recommendations
Building Customer Trust and Loyalty
Responding to Difficult Customers
Calm and Professional Under Pressure
Courteous with Strong Service Mindset
Upbeat and Positive Personality
Understanding Customer Needs
Excellent Attention to Detail
Cultural Awareness
Monthly Reports
Professional Relationships
Team-Oriented and Cooperative
Timeline
Customer Service and Administration Support
Mansfield Shire Council
02.2024 - Current
Optical Dispenser
George & Matilda
02.2023 - 12.2023
Inter-library Loan / Library Service Officer
Maribyrnong City Council
07.2013 - 07.2022
Library / Customer Service Officer (Temporary)
Brimbank City Council
01.2013 - 07.2013
Diploma - Library And Information Services
Swinburne University of Technology
Certificate IV - Small Business
BRACE Education Training And Development
Diploma Health, Shiatsu And Oriental Therapies - Shiatsu And Chinese Medicine
Australian Shiatsu College
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