Summary
Overview
Work History
Education
Skills
Certification
Notes
Timeline
Generic

Veronika Smith

Julago

Summary

A friendly, personable and highly organised customer service professional committed to delivering the highest level of customer satisfaction. A reliable, positive and productive team member with strong communication and customer service skills who works well in fast-paced environments.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Customer Service Officer

Services Australia
10.2024 - Current
  • Engaged with customers in a friendly manner, fostering a positive company image.
  • Educated customers on product features, helping them make informed choices.
  • Documented customer interactions, ensuring all records were accurate and up-to-date.
  • Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
  • Completed data entry to record call notes, suggestions and questions.
  • Assisted call-in customers with questions and orders.
  • Streamlined communication between customers and internal departments for timely issue resolution.
  • Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
  • Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
  • Developed strong rapport with customers, fostering loyalty and repeat business through personalized service.
  • Boosted company reputation by providing exceptional customer service through phone, email, and chat support channels.
  • Improved first-contact resolution rate by efficiently handling customer queries during initial interactions.

Health clerk-Robertson Barracks

Serco
05.2022 - Current

Medical screener/ Medical Administer

SonicHealth Plus
04.2020 - Current
  • Provided visitors with information about Darwin's history and the museum exhibits and services
  • Prepared the museum for visitors each day - turned on all the exhibits, ensured everything was in working order, counted cash floats; performed end of day closing procedures
  • Monitored exhibits throughout the day to ensure everything was functioning correctly and answered visitor questions and enquiries
  • Casual Hours 9 to 15 hours a week
  • From March 2020 to April 2020

Blood Collector

Western Diagnostics
02.2021 - 04.2021

Travel Agent

Flight Centre
04.2019 - 04.2020
  • Provided customers with knowledgeable information, advice and recommendations about travel
  • Assisted clients with end to end planning of their travel; discussed clients' ideas, budget, number of pax, dates etc
  • And provided tailored information to help them plan and build an itinerary
  • Booked flights, accommodation, tours and transport for clients using Sabre and Flight Centre systems; assisted clients with completion of required travel documentation
  • Stayed up to date on changing circumstances to ensure contemporary information and advice
  • Worked long hours in a fast-paced environment and met all KPIs
  • Used Microsoft Office to prepare information sheets and correspondence
  • Processed large cash and EFTPOS point of sale transactions
  • Assisted clients with solutions to problems during travel such as cancellations and emergencies
  • Went above and beyond to meet and exceed customer needs and expectations and had a loyal, repeat customer base
  • Full Time 38.5 hours per week including weekends
  • From April 2019 to March 2020
  • 55% booking travel 45% customer enquiries

Customer Service Assistant (Casual)

AAFCANS Café
02.2018 - 12.2019
  • Provided friendly and helpful customer service in a busy food and beverage outlet averaging 200 customers per day (up to 50 per time in busy periods)
  • Prepared and handled food and beverages in accordance with all relevant policies and regulations; maintained a clean and safe workplace
  • Accurately took and filled orders and processed sales transactions
  • Answered customer enquiries and concerns and made sure everything possible was done to meet their needs and make their customer experience enjoyable
  • Casual Hours 15 to 20 hours per week

Pathology / Drug and Alcohol Collector (Casual)

Fit4Duty Drug Testing Services
03.2018 - 03.2019
  • Treated company staff with respect and privacy; efficiently performed procedures and collected specimens in strict accordance with policies and standard operating procedures
  • Clearly explained the process to staff members and prepared them for the procedure; knowledgeably answered questions and addressed concerns
  • Collected personal and relevant medical information and accurately recorded information
  • Casual hours 20 to 30 hours per month

Pathology Collector (Emergency Department & Home Visits)

Mater Pathology
02.2015 - 11.2017
  • Collected patient samples in a busy emergency department with up to 60 patients per shift
  • Treated patients with care, respect and empathy
  • Greeted customers and clearly explained procedures to them; provided highly personalised care to make patients feel at ease; allayed concerns and knowledgeably answered their enquiries
  • Correctly identified, packaged and labelled samples and recorded all patient details in charts
  • Dealt calmly, authoritatively, and effectively with difficult patients and situations
  • Provided patients with written and verbal post-procedure care instructions and advice, answered questions and provided contact details for further questions
  • Managed and ordered stock to ensure sufficient levels
  • Complied with and adhered to all policies, procedures and regulations and maintained safety
  • Was often requested by patients for home visits, and by parents of young children, due to high level of personalised, respectful and empathetic patient care provided
  • Full Time hours 38.5 hours per week
  • 80% Pathology 20% patient records writing in patients records for Dr

Pathology Collector

Melbourne Pathology
01.2012 - 01.2014
  • Treated patients with care, compassion and respect; built positive rapport with clients
  • Travelled to appointments in patient homes and aged care facilities; up to 300km per day
  • Planned and arranged travel schedule in accordance with patient booking schedules
  • Provided patients with written and verbal post-procedure care instructions and advice, answered questions and provided contact details for further questions
  • Accurately identified, labelled, stored and transported samples
  • Kept accurate records of patient and procedure details
  • Full Time hours 38 hours per week
  • 2015 to 2017 went to a different dept within the same company
  • 100% pathology

Phlebotomist

Health Scope Pathology
10.2009 - 10.2011

Phlebotomist

Sullivan Nicholadies Pathology
10.2008 - 10.2009

Education

Cert III/IV - travel agent (parMally completed)

Youth JusMce and Counselling (current)

Open Colleges Australia

CerLficate III - Pathology CollecLon

Charles Darwin University
01.2007

Skills

  • Highly effective communication and interpersonal skills
  • Provides a professional and knowledgeable face to the company
  • Has an exceptional eye for detail
  • Manages and prioritises own workload
  • Enjoys learning new skills and acquires new skills quickly

Certification

  • Working with Children Card (Queensland)
  • Current Driver's Licence
  • First Aid Certificate

Notes

No extended leave only due to posting cycle with the Military.

Timeline

Customer Service Officer

Services Australia
10.2024 - Current

Health clerk-Robertson Barracks

Serco
05.2022 - Current

Blood Collector

Western Diagnostics
02.2021 - 04.2021

Medical screener/ Medical Administer

SonicHealth Plus
04.2020 - Current

Travel Agent

Flight Centre
04.2019 - 04.2020

Pathology / Drug and Alcohol Collector (Casual)

Fit4Duty Drug Testing Services
03.2018 - 03.2019

Customer Service Assistant (Casual)

AAFCANS Café
02.2018 - 12.2019

Pathology Collector (Emergency Department & Home Visits)

Mater Pathology
02.2015 - 11.2017

Pathology Collector

Melbourne Pathology
01.2012 - 01.2014

Phlebotomist

Health Scope Pathology
10.2009 - 10.2011

Phlebotomist

Sullivan Nicholadies Pathology
10.2008 - 10.2009

Cert III/IV - travel agent (parMally completed)

Youth JusMce and Counselling (current)

Open Colleges Australia

CerLficate III - Pathology CollecLon

Charles Darwin University
Veronika Smith