THANIQUE TEWHARE
Summary
Professional Summary
Dedicated Customer Service Officer with a strong background in technical support, problem-solving, and customer service. Proficient in troubleshooting hardware and software issues, resolving technical inquiries, and providing exceptional customer service in a fast-paced IT environment. Skilled in communication, active listening, and conflict resolution to effectively address customer concerns and ensure positive customer experiences. Possess a solid understanding of IT systems, networks, and ITIL best practices, with a commitment to continuous learning and professional development. Proven ability to quickly adapt to new technologies, work collaboratively with technical teams, and deliver efficient and effective solutions to meet customer needs. A self-motivated quick learner who excels in managing workload, prioritizing tasks, and meeting service level agreements while maintaining a customer-centric focus. A proactive team player with a customer-centric approach, seeking to contribute to the success of the organization's IT service delivery and enhance customer satisfaction.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Digital Service Centre, EHealth Queensland
07.2022 - Current
- Providing training and guidance on IT tools, applications, and systems to customers as needed.
- Providing customers with basic troubleshooting for Workstation hardware, telephony issues, network user access and application support.
- Responding to customer inquiries and technical issues via phone with remote tools, via livechat and email, and providing prompt solutions.
- Following ITIL service management processes to ensure incidents are managed and resolved according to service level agreements.
- Logging and tracking customer incidents or service requests in the IT service management system such as SNOW.
- Offer additional support, such as tutorials, customer facing articles through the IT Support portal, or resources that the customer can refer to for further assistance. Providing contact information for future inquiries or incidents. Sharing technical knowledge, best practices, and tips with customers to empower them to troubleshoot common issues independently and enhance their overall IT literacy.
- Encourage customers to provide feedback on the advice given and their experience with the information provided by submitting through our very own Amazon 2 question survey. This option is available at the end of each call.
- Reduced response time by managing high call volumes while maintaining a professional demeanor handling multiple priorities under fast-paced environment within the Digital Service Centre.
- Increased customer retention with prompt follow-ups on pending issues and proactive problem-solving strategies.
- Collaborating with specialized teams to identify areas of improvement in processes, resulting in more efficient service delivery.
- Contributing to the development of knowledge base articles and FAQs to facilitate self-service for customers.
- Communicating technical information in a clear, concise, and empathetic manner, ensuring that customers understand the solutions provided and feel supported throughout the process.
- Being agile and adaptable in responding to changing customer needs, technology advancements, and evolving IT environments.
Production Worker
Jack Purcell Meats PTY LTD
04.2018 - 06.2022
- Improved production efficiency by streamlining assembly line processes and implementing time-saving techniques.
- Reduced waste in the production process by monitoring materials usage and adjusting procedures accordingly.
- Enhanced product quality by conducting regular inspections and identifying areas for improvement.
- Collaborated with team members to optimize workflow, resulting in increased productivity and reduced downtime.
- Maintained a safe working environment by adhering to safety protocols and promptly addressing potential hazards.
- Assisted in training new employees on production processes, ensuring a seamless integration into the team.
Administration Officer
Dixie Cummings Enterprises
11.2016 - 08.2017
- Assisted in the development of policy manuals and procedures, contributing to increased organizational clarity and effectiveness.
- Handled sensitive information discreetly, maintaining confidentiality at all times.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Facilitated effective communication between departments by acting as a liaison between management teams on critical projects or initiatives.
- Utilized advanced software skills to create visually appealing presentations that communicated complex data clearly.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
- Managed team petty cash, purchase orders and account transactions.
- Contributed to team goal-achievement by collaborating with staff to develop customer service improvement initiatives.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
Education
High School Diploma -
Pine Rivers State High School
Strathpine, QLD2011
Skills
Inbound and Outbound Call Management
Live chat support
Exceptional customer service
Call Documentation
Issue Research
Account Investigation
Technical Support
Product Knowledge
Problem Resolution
Prioritization
Follow-up skills
Time Management
Collaborative Attitude
Professional References
Karina Townsend
Digital Service Centre, Team Leader
Karina.Townsend@health.qld.gov.au
Mia Phillips
Jack Purcell Meats PTY LTD, Manager
0404 720 504
Tricia Hopkins
Dixie Cummings Enterprises, Manager
044 769 1461
Certification
- ITIL Training
- Employer of the Year 2020
- Cert IIII Support Worker
Timeline
Customer Service Officer
Digital Service Centre, EHealth Queensland
07.2022 - Current
Production Worker
Jack Purcell Meats PTY LTD
04.2018 - 06.2022
Administration Officer
Dixie Cummings Enterprises
11.2016 - 08.2017
High School Diploma -
Pine Rivers State High School
- ITIL Training
- Employer of the Year 2020
- Cert IIII Support Worker
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