Vicky-Lee Steel
Rhyll,VIC
Summary
Skilled Agent with expertise in managing complex transactions and negotiations. Proven ability to thrive in high-pressure environments while maintaining confidentiality. Achievements include enhancing client relationships, boosting sales performance, and ensuring high levels of customer satisfaction. Contributions to previous roles involved strategic planning and effective problem-solving.
Overview
26
26
years of professional experience
Work History
Enhanced Care Agent
Telstra
Melbourne, VIC
04.2024 - 12.2025
- Assisted customers experiencing bereavement, domestic violence, aged care issues, disability and financial hardship.
- Executed data entry and management tasks with precision and accuracy.
- Coordinated issue resolution processes to enhance customer satisfaction.
- Monitored performance metrics to identify areas for improvement.
- Collaborated with cross-functional teams to optimize operational efficiency.
- Managed customer interactions across multiple channels while ensuring service quality.
- Documented customer interactions for accurate record-keeping and follow-up actions.
- Resolved customer issues promptly to maintain positive relationships.
Payroll & Roster Co-ordinator
Banfields Aged Care
Rhyll, VIC
09.2023 - 02.2024
- Streamlined documentation, record keeping, and accounting processes to enhance operational efficiency.
- Managed recruitment, onboarding, administration, and communication to ensure smooth staff integration.
- Facilitated training initiatives to improve performance and compliance with WHS standards.
- Reduced staff absenteeism through effective monitoring and policy implementation.
- Collaborated with vendors to secure quality supplies, optimizing operational resources.
- Tracked budget by monitoring expenses and identifying cost-saving opportunities.
- Prepared detailed reports on departmental performance and resident satisfaction.
Workforce Bureau
Bass Coast Health
Wonthaggi, VIC
04.2023 - 09.2023
- Delivered comprehensive workforce support across all departments to enhance recruitment channels and communication effectiveness.
- Administered invoicing, accounting, and reporting processes ensuring financial accuracy.
- Conducted performance reviews to assess employee development and align organizational goals.
- Managed credentialing and compliance tasks to uphold regulatory standards.
- Facilitated onboarding and training programs for efficient integration of new hires.
- Developed onboarding initiatives to improve new employee assimilation into workforce.
Universal Marketing Agent
Wyndham Destinations
Cowes, VIC
07.2022 - 03.2023
- Executed face-to-face marketing strategies to enhance customer engagement.
- Developed and launched marketing campaigns and promotions to drive sales growth.
- Achieved daily and monthly KPIs through proactive performance management.
- Conducted urgent follow-ups on sales and marketing requirements to ensure alignment.
- Promoted and sold Wyndham Destinations products, increasing brand visibility.
Administration Clerk -COVID19
Peninsular Health
Frankston, VIC
06.2021 - 06.2022
- Delivering administrative support to Operations Director for Infection Prevention and Control COVID-19
Flight Attendant
Qantas
Tullamarine, VIC
02.2000 - 02.2021
- Conducted safety equipment checks before flights, ensuring compliance with aviation regulations.
- Executed emergency procedures during in-flight incidents to maintain passenger safety.
- Resolved passenger conflicts using effective communication and de-escalation techniques.
- Delivered exceptional customer service by anticipating needs and providing timely assistance.
- Assisted passengers with special needs, ensuring tailored support throughout the flight experience.
- Maintained cabin cleanliness and organization to enhance passenger comfort and experience.
- Greeted passengers upon boarding, directing them to seats and answering inquiries.
- Collaborated with fellow crew members to streamline in-flight service and operations.
Education
BBA - Business Management And HRM
Griffith University
Queensland, Australia05-2020
Skills
- Customer relationship management
- Data entry and document administration
- Performance monitoring and issue resolution
- Recruitment strategy
Accomplishments
Griffith University Award for Academic Excellence 2018 - Earners of the Griffith Award for Academic Excellence badge have demonstrated high levels of academic achievement.
References
References available upon request.
Timeline
Enhanced Care Agent
Telstra
04.2024 - 12.2025
Payroll & Roster Co-ordinator
Banfields Aged Care
09.2023 - 02.2024
Workforce Bureau
Bass Coast Health
04.2023 - 09.2023
Universal Marketing Agent
Wyndham Destinations
07.2022 - 03.2023
Administration Clerk -COVID19
Peninsular Health
06.2021 - 06.2022
Flight Attendant
Qantas
02.2000 - 02.2021
BBA - Business Management And HRM
Griffith University