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
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