Therla T Fowlestone
Robina,QLD
Summary
Results-driven service expert with strong track record in client relations and operational efficiency. Adept at problem-solving, process improvement, and providing exceptional customer experiences. Highly collaborative with focus on team success and adaptability to changing needs. Known for effective communication, leadership, and commitment to achieving goals.
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
16
16
years of professional experience
Work History
Customer Service Officer
Concentrix
07.2021 - Current
- Engaged with customers in a friendly manner, fostering a positive company image.
- Documented customer interactions, ensuring all records were accurate and up-to-date.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Reduced response time by managing high call volumes while maintaining a professional manner under pressure.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Contact Service Consultant
NBNco
12.2019 - Current
- Demonstrated strong interpersonal skills and ability to build rapport over the phone
- Demonstrated problem solving skills with high attention to detail
- Strong product knowledge as well as the ability to learn and retain information efficiently
- Proven ability to achieve defined KPI targets to drive an enhanced customer experience
- Proven ability to work as part of a team
- Performed inbound and outbound calls
- Possessed a positive attitude
- Effective in managing customer interactions, identifying needs and offering the best solution when required
- Served as a key point of contact for clients, providing expert guidance on products and services while maintaining excellent communication throughout all stages of the process.
Office Administrationscheduled
Jump Swim Schools Pty Ltd
06.2016 - 06.2019
- Initially started as a casual worker as Sales Consultant in 2016
- Eventually appointed into a permanent role as Office Administrator in 2017
- Provided comprehensive administrative support to company's executives across sales, accounts, human resources, and marketing operations
- Managed domestic and international travel arrangements, generated expense reports, organised client meetings and completed ad hock projects
- Front desk management; answer questions and dealt with issues in the reception area while managing all incoming calls from the main office phone system
- Maintained inventory control and served as key office resource, responding to enquiries and assisting with critical projects
- Assisted the legal department in preparation of legal documents, binding and mailing to clients
- Prepared meeting agenda and taking meeting minutes
- Processed accounts payable, travel reimbursement claims, and petty cash
- Developed front office operations manual and created asset register for office assets
- Prepared monthly stocktake for company's swimming merchandises
- Resolved service-related problems in a timely manner
- Set up teleconference booking process
Office Administration Manager
Minerals Council of Australia NT Division
08.2014 - 02.2015
- Provided executive level secretarial and administrative support to the Executive Director of the Northern Territory Division, including diary management and correspondence
- Event co-ordination for the Darwin Mining Club, and other events as required, i.e
- Workshops
- Coordinated the day-to-day operations of the office
- Process and code invoices and liaise with the Finance team regarding NT Division accounts
- Co-ordination of meetings and liaison with representatives of member companies and other organisations
- Prepared monthly stocktake for company's swimming merchandises
- Resolved service-related problems in a timely manner
- Work closely with members of the Canberra and Melbourne Divisions around corporate administrative procedures including IT, communications, record-keeping, office policy and financials
- Liaise with building manager on maintenance issues and management of service agreements including cleaning contracts, air-conditioning etc
- Monitor and maintain office equipment including switchboard, fax, photocopier, printers etc
- Reasonable other duties as requested
Front Office Manager
Club Tropical Resort
08.2014 - 02.2015
- Managed day-to-day operations of the Front Office division to earn the 4star rating
- Resolved guest situations and responded to guest feedback on comment cards, social media and surveys
- Maximised hotel profitability by monitoring billing procedures and payment collections
- Resolved service-related problems in a timely manner
- Solicited feedback through questionnaires to evaluate level of guest satisfaction
- Prepared staff weekly roster; prepared weekly timesheets for payroll
- Conducted staff performance appraisals on regular basis
- Developed departmental objectives, work schedules, budgets and policies
- Updated team members about changes in hotel products, services, pricing and policies
- Monitored inventory and performed tasks of inventory control to maintain a year-round average occupancy of 95%
Electorate Officer
Member for Johnston
04.2010 - 08.2012
- Responsible for office management and general office duties as required
- Handling constituent enquiries
- Responding to individual constituents' requests for assistance and advocating on their behalf on all manner of issues, including access to justice
- Drafting, designing (utilising Publisher) and circulating a regular newsletter to the electorate of more than 4,000 constituents, reporting on the activities, events, issues and initiatives of relevance to the community
- Liaising with the Dept of Legislative Assembly on parliamentary issues
- Managed Members diary appointments and travel (intrastate, Interstate and international)
- Liaising with local stakeholder groups, such as NHW NT, primary and secondary schools, local traders' associations to prepare successful budget submissions to fund various capital works and projects
Personal Assistant - Minister for Housing, Business and Trade
Parliament House Northern Territory
10.2008 - 08.2010
- Managing Minister's diary, scheduling, arranging meetings, organising travel arrangements as well as running personal errands
- Coordinated Ministerial staff travel, accommodation and meeting appointments
- Answered a high volume of phone calls and email enquiries
- Co-ordinated and organised Ministerial events and functions hosted by the Minister
- Processed accounts payable, travel reimbursement claims, and petty cash
- Performed data entry
- Responsible of raising all PO's for the office ensuring payments have been authorised for goods/services received
- Prepared documents and agendas for meeting and ministerial papers for sittings
- Maintained upkeep of electronic and paper filing system (using TRIM), recording data, and daily sorting of post
- Performed regular scheduling of meetings with both internal and external stakeholders, including organisation of all logistics matters
- Performed general administrative support, including typing, creating spreadsheets, and resolving IT problems
- Responsible for drafting responses to queries, invitations and complaints
Skills
- Cash handling
- Client relationship building
- Customer relations
- Public speaking
- Issue resolution
- Strong work ethic
- Customer service
- Handling customer complaints
- Team collaboration
- Performance goals
- Client rapport
- Data processing
- Call center operations
- Proficient in Technology
Timeline
Customer Service Officer
Concentrix
07.2021 - Current
Contact Service Consultant
NBNco
12.2019 - Current
Office Administrationscheduled
Jump Swim Schools Pty Ltd
06.2016 - 06.2019
Office Administration Manager
Minerals Council of Australia NT Division
08.2014 - 02.2015
Front Office Manager
Club Tropical Resort
08.2014 - 02.2015
Electorate Officer
Member for Johnston
04.2010 - 08.2012
Personal Assistant - Minister for Housing, Business and Trade
Parliament House Northern Territory
10.2008 - 08.2010
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