Virginia Vaillard
Coburg,VIC
Summary
Customer service professional with proven track record in delivering exceptional support and solutions. Strong focus on team collaboration, adaptability, and achieving results. Skilled in conflict resolution, communication, and customer relationship management. Known for reliability and flexibility in meeting changing needs.
Overview
17
17
years of professional experience
Work History
Customer Service Officer
Melbourne Audiology Centre
06.2023 - 11.2024
- Implemented best practices for complaint handling, enhancing service quality standards.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- 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.
- Exceeded customer expectations by going the extra mile, ensuring a memorable experience that fostered brand loyalty and advocacy.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Investigated and resolved accounting, service and delivery concerns.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Officer
Accenture Australia Pty Ltd
09.2022 - 12.2022
- Contract Role -
- Contracted by Accenture Australia to assist them with 'Project Allium' - Wage remediation project which required us to contact former employees to advise them of their wage underpayment entitlements.
- Answering Inbound Calls
- Outbound calls when required
- Verified former employees identification
- Answering former employees queries over the phone or via emails
- Updating any contact details as required
- Updating spreadsheets as required
- Advise of next steps in the process of claiming their entitlements
- Discuss documents required from former employees
- Confirm receipt of Documents to former employees via email correspondence to
- - Assisted with Payroll Tasks to enable payment of entitlements
- SAP - completed re-hiring/activation of former employees
- SAP - updated TFN, Superannuation Fund & Bank details
- SAP - Termination/deactivation of former employees
- Advise for confirming completion of process for claiming their entitlements sent via email correspondence
Claims Specialist
Suncorp
01.2021 - 07.2022
- As a team member of the claims department for Suncorp we were the customer's first point of contact when they called the call centre wanting to submit an insurance claim. As a Claims Specialist and first point of contact for Suncorp customers I was responsible for not only recording details regarding the incident/loss but most importantly to ensure the customer had a thorough understanding of what their policy covered, the exclusions that take away coverage, the conditions that must be met in order for coverage to apply when a loss occurred.
- I was also required to discuss with them what the next steps in the claim process would be and to explain what documentation/information would be required from them.
- Specialised in Small Claims:
- Answering Inbound Calls
- Transferring calls to internal parties as required
- Answering Customer's Queries
- Updating customer's record
- Recording incidents/loss information
- Lodging Insurance Claims
- Arranging for suitable assessors to attend property
- Discuss all documents customer was required to submit as part of their claim
- Practice first call resolutions where suitable
- Arrange replacement damaged/lost items
- Assign suitable party to proceed with rest of Claim where necessary
- Outbound calls to assessors/builders or department store following up on any outstanding reports
- Outbound calls to customer to discuss report and suitable claim settlement options
- Complete claim lodgement
- Processing Cash Settlement payments
- Closing Claim
- Recording and processing any customer's Complaint and resolutions as per company policy
- Leaving detailed notes within the Claim after each customer interaction.
Compliance Officer
Department Of Human Services
10.2018 - 10.2019
- Outbound/inbound calls
- Investigating and updating customer's records as required
- Investigating financial documents where required
- Raising debts
- Recalculating/amalgamating debts as required
- Educating customers where needed
Customer Service Agent
ORACLE CMS
10.2017 - 09.2018
- As a Customer Service Agent it is my duty to answer calls following a script meeting clients standards to aid callers with their inquiries.
- Oracle CMS is a call centre specializing on inbound calls for a number of different companies.
Trade Coordinator
K Line Australia
02.2008 - 04.2014
- - Receptionist/Documentation Officer
- Responding to incoming calls and queries and actioning requests as required.
- Taking messages when people were unable to take calls.
- Responsible for the management of 2 trades (services) export documentation.
- Processing tax invoices and following up with customer payment.
- - Trade Coordinator
- Calculating freight rates for exporting of containerised cargo nationally
- Communicating via phone and emails correspondence with internal stakeholders regarding freight rate negotiation, policies, cargo routing and any other queries
- Extracting and analysing information from local and global systems and creating reports for senior management
Education
No Degree - Traffic Management
ARBORTRIM AUSTRALIA PTY LTD
Laverton, VIC06-2023
Certificate IV - Business
SET Solutions
01.2014
Certificate IV - Human Resources
SET Solutions
01.2014
Certificate IV - Occupational Health and Safety (OHS)
SET Solutions
01.2014
VCE - undefined
Essendon Keilor College
01.1997
Skills
- Conflict resolution
- Efficient data input
- Call centre experience
- Confidentiality assurance
- Process documentation
Customer-oriented mindset
- Technical troubleshooting expertise
- Database administration
- Office administration
- Proficient in computer applications
- Polished phone etiquette
- Appointment scheduling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Officer
Melbourne Audiology Centre
06.2023 - 11.2024
Customer Service Officer
Accenture Australia Pty Ltd
09.2022 - 12.2022
Claims Specialist
Suncorp
01.2021 - 07.2022
Compliance Officer
Department Of Human Services
10.2018 - 10.2019
Customer Service Agent
ORACLE CMS
10.2017 - 09.2018
Trade Coordinator
K Line Australia
02.2008 - 04.2014
Certificate IV - Human Resources
SET Solutions
Certificate IV - Occupational Health and Safety (OHS)
SET Solutions
VCE - undefined
Essendon Keilor College
No Degree - Traffic Management
ARBORTRIM AUSTRALIA PTY LTD
Certificate IV - Business
SET Solutions