Teagan Fellas
Port Macquarie,NSW
Summary
Customer Service Officer bringing exceptional skills in oral and written communication, active listening and analytical problem-solving skills. Enhancing customer's experiences by employing service-oriented behaviours, understanding customer desires, and providing customised solutions to build loyalty and trust. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Customer Service Officer
Services Australia Centrelink
08.2021 - Current
- Customer service delivery nationwide
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained confidentiality of customer records and personal details.
- Completed data entry to record call notes, suggestions and questions.
- Managed payments, updated account balances and discussed subsequent payments with customers
- Coordinated solutions for high volume of customer inquiries per day while meeting and exceeding performance quotas.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Provided side by side support to newly recruited staff members to help enhance and develop their skills
- Remained highly adaptable to change to assist in the demand of current workload priorities.
- Working independently within a team ensuring performance metrics are met and quality of work is priority
- Used critical thinking to break down problems.
Dental Assistant
Saacks Orthodontics
07.2020 - 08.2021
- Greeting patients into the clinic and performed pre-appointment checks.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Sterilisation of dental instruments using the autoclave
- Successfully assisted orthodontist and oral health therapist by performing chair-side duties.
- Assisted orthodontist, hygienists, and oral health therapists by handing appropriate tools and supplies needed for procedures.
- Explained treatment procedures and instructed patients on home care guidelines.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Prepared and assisted in creation of dental impressions
- Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for orthodontist to view and evaluate.
- Educated patients by giving oral hygiene, plaque control, and teeth cleaning instructions.
- Prepared and positioned patients for procedures, clipping dental napkins and providing patient safety glasses.
- Monitored patient comfort and safety during dental procedures.
- Maintained confidentiality of patients records and person details, ensuring information on file is up to date.
- Scheduled and confirmed patient appointments.
- Took dental images following strict patient protection rules, to maintain record of progress.
Hospitality Worker
Mikes Seafood
05.2014 - 06.2020
- Customer service interactions both face to face and via phone calls.
- Working in a fast paced setting in a team environment
- Handling of cash and card transactions
- Performed general cleaning by sweeping and mopping floors, washing dishes and emptying trash.
- Prepared, cooked and served fast food and verified adherence of quality and safe food-handling standards.
- Delivered excellent customer service to support business reputation and customer satisfaction.
- Reduced risks by maintaining clean and organised work environment, adhering to work health and safety guidelines at all times.
- Greeted customers with friendly and professional acknowledgment to build rapport.
- Trained new staff members on proper customer service and hospitality policies.
Education
Mackillop College
Port Macquarie, NSW2018
Skills
- Administrative Duties
- Patient Profiles
- Documentation
- Employee Development
- Payment Processing
- Customer Support
- Confidentiality Requirements
- Inbound and Outbound Calling
Timeline
Customer Service Officer
Services Australia Centrelink
08.2021 - Current
Dental Assistant
Saacks Orthodontics
07.2020 - 08.2021
Hospitality Worker
Mikes Seafood
05.2014 - 06.2020
Mackillop College
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