TERESE GORE
TUNCURRY,Australia
Summary
Customer Service Representative with extensive experience in effectively resolving customer inquiries and concerns. Proven ability to document call details accurately and generate insightful reports. Dedicated to delivering prompt assistance and valuable information, contributing to high client retention rates.
Results-driven Administration Officer with a proven track record in coordinating project activities and delivering essential support to project managers. Expertise in ensuring compliance with regulations while excelling in multitasking, effective communication, and problem-solving. Recognized for enhancing project efficiency through streamlined processes and collaboration. Aiming to leverage these skills to drive organizational success.
Overview
31
31
years of professional experience
Work History
PROJECT SUPPORT OFFICER
Genus Services
05.2023 - Current
- Responsible for working under the direction of the Contract Manager to achieve desired results on client programmes and projects in each region by selecting and optimising resources for projects, managing the flow on effect as data changes occur and successfully tracking projects to completion
- Assisted in the coordination of project activities and tasks across multiple departments, ensuring deadlines were met.
- Ensure favorable outcomes by handling grievances efficiently.
- Assist the client by ensuring timely, accurate and efficient customer services by deploying projects to subcontractors and tracking completion within expected timeframes
- Increase customer satisfaction with improvements in core service delivery process
- Ensure delivery of the client’s operational KPI targets
- Communicate effectively with internal and external stakeholders to ensure customer expectations are being exceeded
- Develop and maintain effective working relationships across management, subcontractors, customers and clients
- Allocate projects to subcontractors
- Manage the flow on effect where data changes occur
- Organise appropriate resources for projects
- Comply with resource plans and mobilisation arrangements to ensure the smooth transition into peak load periods
- Ensure effective service capability
- Comply with the ongoing identification and mitigation of service risk and issues
- Comply with OH&S and quality assurance processes and meet agreed targets
- While operating in a client or customer site, ensure compliance with OH&S, Environmental and Quality Management Systems policy, processes and reporting specific that site
- Provided administrative support to ensure successful delivery of projects.
- Collaborated with stakeholders to develop and implement project plans.
- Managed data entry into various systems used by the team for tracking progress against milestones.
CLIENT SERVICES OFFICER
Department of Communities & Justice - COURT NSW
03.2023 - 05.2023
- Responsible for working under the direction of Court Registrar and Local Magistrate to provide administrative services and support by responding to client enquiries by phone, email and in person, data entry and record management
- My primary role was assisting in the operations of the local court room
- My key duties include, liaising with clients and various stakeholders, provide high level of clerical/administrative support to the court and registry, use of internal and external databases to enter and record accurate information and results
- My role allowed me to liaise effectively with members of the judiciary and other stakeholders to ensure the efficient running of the court
- Role required the ability to work both autonomously and in a team environment
- Responsibilities also included managing own workbook once priorities are set and work allocated
- Require the ability to seek advice and guidance where new legislation, rules or policy and procedures have been introduced and in relation to more complex matters
DEPLOYMENT SPECIALIST
Genus Services (formerly Tandem Networks)
11.2018 - 03.2023
- Responsible for working under the direction of the Contract Manager, Deployment to achieve desired results on client programmes and projects in each region by selecting and optimising resources for projects, managing the flow on effect as data changes occur and successfully tracking projects to completion
- Assist the client by ensuring timely, accurate and efficient customer services by deploying projects to subcontractors and tracking completion within expected timeframes
- Increase customer satisfaction with improvements in core service delivery process
- Ensure delivery of the client’s operational KPI targets
- Communicate effectively with internal and external stakeholders to ensure customer expectations are being exceeded
- Develop and maintain effective working relationships across Tandem, subcontractors, customers and clients
- Allocate projects to subcontractors
- Manage the flow on effect where data changes occur
- Organise appropriate resources for projects
- Comply with resource plans and mobilisation arrangements to ensure the smooth transition into peak load periods
- Ensure effective service capability
- Comply with the ongoing identification and mitigation of service risk and issues
- Comply with OH&S and quality assurance processes and meet agreed targets
- While operating in a client or customer site, ensure compliance with OH&S, Environmental and Quality Management Systems policy, processes and reporting specific that site
CUSTOMER CARE
Zip Co Ltd
Sydney
09.2017 - 03.2018
- Handled consumer inquiries and resolved issues.
- Addressed client queries via inbound calls.
- Communicated with different teams to handle client concerns.
- Working autonomously and in a team
- Using Microsoft Office, iCloud programs & internal software
- Established strong relationships with key stakeholders both internally and externally in order to facilitate effective communication across multiple teams involved in providing excellent levels of customer care.
- Resolved many calls daily by solving problems and providing customer care.
ASSISTANT STORE MANAGER
Robin’s Kitchen
Merrylands
05.2017 - 09.2017
- Company Overview: Merrylands
- Manage casual staff
- Rostering
- Weekly Manager Reports
- Petty Cash
- Cash Reconciliation
- Receipting stock & deliveries
- Manage Visual Merchandising displays
- Attend product information seminars & provide knowledge to staff
- Manage high level customer complaints
- Communications with other store managers & regional managers
- Provide top customer service to our clientele
- Achieve daily budgets, KPI’s & provide feedback to staff regarding KPI capabilities
- Merrylands
CASUAL RETAIL ASSISTANT
Robin’s Kitchen
Merrylands
10.2016 - 05.2017
- Assisted customers with product selection, answered queries and provided advice.
- Greeted customers upon entry to the store and provided a positive shopping experience.
- Processed payments using cash register, credit card machine and POS system.
- Maintained stock levels by replenishing shelves, tidying displays and organizing merchandise.
- Provided excellent customer service by attending to customer needs in a timely manner.
- Assisted in setting up promotional displays, signage and window displays.
- Managed customer complaints in a professional manner while seeking solutions for resolution.
- Organized storeroom items neatly on shelves according to size, color or type of item.
- Monitored sales floor traffic and assisted customers with their inquiries.
CUSTOMER SERVICE OFFICER & TEAMLEADER
Spotless – Property & Facilities Management
12.2002 - 12.2003
- Handling all inbound calls
- Lodging jobs for maintenance
- Dealing with issues arisen from clients & customers
- Communicating nationally with managers & sales representatives
- Liaising with large clientele i.e.: Dept
- Of Defence, Coles/Myer & Office of Attorney Generals
- Managing a team of 15 (24hrs/7 days/week)
- Co-coordinating shift roster
- Provided customer service in a courteous and professional manner.
- Maintained accurate records of customer interactions and transactions.
- Handled escalated customer complaints and disputes in a professional manner.
- Established trustful relationships with customers through effective communication skills.
- Managed daily operations of the Customer Service Department.
- Answered phone with positive attitude and asked questions to better understand customer needs.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Communicated information to customers about product quality, value and style.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Liaising with high levels of management both internally & externally
- Administration support to various back-of-house internal departments
- Resolved customer issues in an efficient and timely manner.
RECEPTIONIST & ADMINISTRATION
Henkel Australia Pty Ltd
12.2000 - 05.2002
CUSTOMER CARE
Vodafone Australia
09.1998 - 06.2000
RECEPTIONSIT & ADMINISTRATION
ABC TV Publicity
12.1997 - 06.1998
CUSTOMER SERVICE SALES OFFICER
TELSTRA
04.1994 - 12.1997
Education
HSC -
Benedict Senior College
Auburn, NSW01.1992
Skills
- Customer Service
- Problem-solving abilities
- Communication
- Scope Management
- Scope implementation
- Project Scheduling
- Multitasking Abilities
- Project Planning
References
- Andrew Hobart, Genus Services, 0408642529
- Jessica Rodgers-Falk, Tandem/Genus Services, 0409 237 878
Timeline
PROJECT SUPPORT OFFICER
Genus Services
05.2023 - Current
CLIENT SERVICES OFFICER
Department of Communities & Justice - COURT NSW
03.2023 - 05.2023
DEPLOYMENT SPECIALIST
Genus Services (formerly Tandem Networks)
11.2018 - 03.2023
CUSTOMER CARE
Zip Co Ltd
09.2017 - 03.2018
ASSISTANT STORE MANAGER
Robin’s Kitchen
05.2017 - 09.2017
CASUAL RETAIL ASSISTANT
Robin’s Kitchen
10.2016 - 05.2017
CUSTOMER SERVICE OFFICER & TEAMLEADER
Spotless – Property & Facilities Management
12.2002 - 12.2003
RECEPTIONIST & ADMINISTRATION
Henkel Australia Pty Ltd
12.2000 - 05.2002
CUSTOMER CARE
Vodafone Australia
09.1998 - 06.2000
RECEPTIONSIT & ADMINISTRATION
ABC TV Publicity
12.1997 - 06.1998
CUSTOMER SERVICE SALES OFFICER
TELSTRA
04.1994 - 12.1997
HSC -
Benedict Senior College
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