Tracey Frangos
Tarneit,Vic
Summary
Experienced call centre Helpline Consultant, Guest Services Advisor also Face to Face Customer Service Specialist with a demonstrated history of working in the superannuation industry, entertainment industry and Australian Public Service. Skilled in Microsoft Suite, Salesforce, Opera, Cisco, Interaction Connect/Genesys, Phoenix, Unicorn, Valet Please, Customer First, Process Direct, Customer Record, & LMS’ including Workday. Familiar with MYOB. Fully qualified in Workplace Safety and Customer Service Relations. Strong operations professional with a Diploma focused in Government. Highly experienced in Diversity and Culture within the workplace, with a strong focus on Indigenous Cultural Awareness. Ability to navigate and multitask between numerous IT systems/program's simultaneously. Strong analytical and Problem solving skills. I am goal focused also attentive and empathetic and working with vulnerable members of the community is my strength. I have a proven track record in resolutions with the ability to solve issues within first contact. I believe in providing a truly positive customer experience. I’ve received Positive feedback for Customer Service, from numerous customers/clientele which I have assisted in all of my roles.
I am a motivated employee with a desire and ability to take on new challenges, a strong worth ethic and Adept at working effectively unsupervised and quickly mastering new skills.
Overview
5
5
years of professional experience
Work History
Helpline Consultant
Mercer
Docklands, VIC
10.2022 - Current
- Provide exceptional customer service and general advice to members relating to their superannuation across many of the 230+ funds we administer, whilst building strong relationships of trust with members and internal colleagues while achieving KPIs that focus on call quality and customer experience.
- Receive and process a high volume of inbound also outbound queries via phone also email in relation to superannuation accounts, contributions, NOITC, withdrawal, insurances, investments.
- Perform investment switches, Non binding beneficiary nominations, cancel insurances, intra fund transfers, rollover in.
- recognise the need for Resolutions, create case complaints, and referrals to pension/financial advisory teams when appropriate, update member records, and respond to general queries whilst adhering to legislative requirements
- Refer queries to the correct department, take accountability regarding member follow up, troubleshoot digital issues/platforms, utilize and navigate multiple systems
- Ability to receive numerous inbound calls
- display empathy whilst adhering to expected KPI’s - 7 mins AHT
- RG271 Compliant
- RG146 Tier 1 completed
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Data entry
- Document management
- Maintain and update member records
Guest Services Advisor
Crown
Melbourne, VIC
10.2021 - 10.2022
- Inbound customer service role ensuring first call resolution as well as handling customer escalations and feedback in a professional manner
- Providing customer service support across restaurant reservation, hotel guest services, in-room dining also acting as the main switchboard for all 3 of Crown's properties in Melbourne, Sydney and Perth
- Receive and process a high volume of inbound guest queries via phone and email daily in relation to hotel guest services, in-room dining, premium restaurant reservations, and general enquiries
- Engage with and forward correct information to the appropriate departments within
- Crown, i.e: Functions/Groups Co-ordinators, restaurant staff, all hotel staff, security, lost and found, exclusions department
- Ability to receive numerous inbound calls with successful first resolution whilst adhering to expected KPI’s
- Trained to Forbes standards as per business area requirements.
APS3 Service Officer
Services Australia
Moreland, VIC
01.2020 - 05.2021
- Provide Face to Face services, Jobseeker Claims processing, process Income & Assets updates, resolve customer enquiries, provide information and options, refer customers to the appropriate government or community service, Investigate and manage routine cases via resolution of customer issues with assistance from higher classification levels
- Undertaking procedural clerical and administrative support to the work area
- Provide a first point of contact for customers via telephone, email, fax or face to face
- Liaise with stakeholders as required
- Receiving several customer compliments for outstanding Customer Service via the feedback channel
- Raising a family whilst completing a Diploma in Government and working full-time, in a face to face service role assisting customers throughout a pandemic - Covid19
- Discretion/manage sensitive information
Education
RG146 - Financial Services
Association of Superannuation Funds Australia LTD
Sydney NSW05-2024
Diploma - Government
Canberra Institute of Technology
01.2021
Construction Induction White Card - Development
Canberra Institute of Technology
01.2021
Skills
- Administrative duties
- Administrative support
- Problem-Solving
- Data entry
- Document management
- Excellent communication skills, verbal also written
- Policy & Procedure
- MS Office
- Work Planning and Prioritization
- Client Rapport
- Outcome Accountability
- Cultural Awareness
- Integrity and Honesty
- Best Practices Implementation
- Issue Resolution
- Client Engagement
- Reports and Documentation
- Process Improvement
- Processes and Procedures
- Software Troubleshooting
- Customer Relationship Management
- Attention to Detail
- Analytical Thinking
- Safety Regulations
- Positivity
- Negotiation skills
References
References Available upon request.
Timeline
Helpline Consultant
Mercer
10.2022 - Current
Guest Services Advisor
Crown
10.2021 - 10.2022
APS3 Service Officer
Services Australia
01.2020 - 05.2021
Diploma - Government
Canberra Institute of Technology
Construction Induction White Card - Development
Canberra Institute of Technology
RG146 - Financial Services
Association of Superannuation Funds Australia LTD