Tia Tawhi
Ormeau,QLD
Summary
Dynamic customer service professional with extensive experience at Gold Coast Council, excelling in KPI achievement and proactive problem-solving in diverse fast paced contact centres. Skilled in managing inbound and outbound calls, with a strong focus on aged care administration and effective communication. Eager to leverage IT proficiency and detail-oriented approach to enhance customer satisfaction and operational efficiency. After being a stay at home mum for the past year, I am looking to get back into the workforce full time again, where I can contribute such skills highlighted within my resume for your viewing.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Gold Coast Council
03.2020 - 05.2023
- Working in multiple Ques (Waste Management, Rates & Billing, Environmental Health, City Parking, City Chat)
- Taking inbound calls
- Making outbound calls to clients
- Assisting Customers with multiple enquires
- Attending weekly client trainings and huddles regarding contracted/company updates
- Actioning correspondence Email and City Chat
- Attending monthly reviews
- Hitting my KPI company targets which resulted in monthly incentive
- Being upgraded to new ques every few months, building my skill set
Customer Solutions Officer
Stella - My Aged Care
02.2018 - 03.2020
- Taking inbound calls
- Making outbound calls to clients
- Assisting Elder Australians with government subsidized services and multiple other enquires
- Attending weekly client trainings and huddles regarding contracted/company updates
- Actioning correspondence regarding Health Professionals and aged care provider referrals
- Working off multiple Systems
- Hitting KPI Targets
- Contacting the ATIS (Automated Telephone Interpreting Services) to help assist non-English speaking customers
- Determining Eligibility for Government Subsidised Services for elderly Australians
- Requesting Whitemail/post for customers
- Assisting with linking customers My Aged Care record with their My Gov Services accounts
- Transferring customer through to Services Australia for Centrelink Related services
Admin Support
NGC Touch Association
07.2017 - 12.2017
- Monitored all company inventory to ensure stock levels and databases were updated
- Operate Cash Register and Eftpos
- Reconcile Till and Eftpos at end of night
- Cleaning
- Sports Administration support using online database entering game results and draw information
- Team and Player Registration assistance online
Customer Service Representative
McDonald's
01.2013 - 12.2016
- Operated Cashier Till
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes
- Responded to customer requests for products, services and company information
- Regularly exceeded daily sales and product add-on quotas
- Be reliable and punctual
- Maintain a fast speed of service, especially during rush times
- Take orders from customers and input their selections into the restaurant's computer systems
- Assemble orders on trays or in bags depending on the type of order
- Keep station clean thoroughly before, during and after each shift
- Follow all restaurant safety and security procedures
Education
QCE - Sports And Fitness Administration
Coombabah State High School
Coombabah, 4216 Gold Coast11.2017
Skills
Full Working Rights (Permanent Resident of 19 years)
Inbound/ Outbound Call Centre Experienced
IT Savvy
KPI Knowledgeable
Experience working if multiple systems (including most Microsoft systems)
Multitasking
Phone Tech Savvy
Proactive
Aged Care Admin Experience
Cash Handling
QCE
Cert III Sport and Recreation
City Chat
Email Correspondence
Desirable Communication Skills
Customer Service
Desktop Apps
Detail-Oriented
Eager to Learn
English
Fast Learner
First Aid
Government Services
Rates & Billing
Register Operations
Sports Administration
Teamwork
Time Management
Waste Management
Timeline
Customer Service Agent
Gold Coast Council
03.2020 - 05.2023
Customer Solutions Officer
Stella - My Aged Care
02.2018 - 03.2020
Admin Support
NGC Touch Association
07.2017 - 12.2017
Customer Service Representative
McDonald's
01.2013 - 12.2016
QCE - Sports And Fitness Administration
Coombabah State High School
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