Summary
Overview
Work History
Education
Skills
References
References
Timeline
Generic
Viviene Kirsty Roberts

Viviene Kirsty Roberts

Banyo,Australia

Summary

Dynamic professional with extensive customer-facing experience in high-pressure environments. Demonstrates adaptability in meeting varied customer needs. Established track record of fostering trust to enhance satisfaction, address issues, and ensure customer loyalty.

Overview

23
23
years of professional experience

Work History

Customer Service Officer

ARC The Australian Reinforcing Company
Strathpine, QLD
05.2021 - Current
  • Provided exceptional customer support through phone, email, and face-to-face interactions.
  • Resolved customer inquiries efficiently using effective problem-solving techniques.
  • Trained new staff on customer service protocols and systems to enhance team performance.
  • Maintained up-to-date product knowledge to address customer concerns effectively.
  • Developed strong customer relationships to promote repeat business and loyalty.
  • Identified upselling opportunities to enhance customer satisfaction and drive sales growth.
  • Coordinated with internal teams for timely delivery of solutions aligned with client needs.
  • Managed daily operations of Customer Service Department, meeting productivity targets consistently.

OSHC Senior Case Consultant

ALLIANZ Worldwide Partners
04.2010 - 03.2018
  • Training of Old and New Staff
  • Hospital Admissions
  • Handling Complaints
  • Sensitive cases and situations
  • Assessment and Processing Medical Claims
  • Issuing Hospital Guarantees
  • Overseas Visitor Policies
  • Overseas Student Policies
  • Policy upgrades and changes
  • Daily Reports and Progress
  • Allocation of Work to Staff

OSHC Acting Manager

Allianz Global Assistance
11.2009 - 04.2010
  • First point of contact for staff
  • Delegating
  • Staff Management
  • Providing Support to Staff and Customers.
  • Decision Making
  • Problem Solving
  • Management of Hospital Claims
  • Issuing Hospital Guarantees

OSHC Case Manager

Mondial Assistance/ Allianz Global Assistance
08.2005 - 04.2010
  • Customer service
  • Data Entry
  • Claims Management
  • Dealing with Public and Private Hospitals.

Trainee Duty Manager

The Coffe Club - The Gap
06.2005 - 08.2005
  • Staff Allocation
  • Customer Service
  • Problem Solving

Manager

Gloria Jeans
04.2004 - 06.2005
  • Customer Service
  • Rostering
  • Staff Allocation/ Delegating
  • Food Preparation
  • Cash Handling
  • Training new team members
  • Weekly administration
  • Stock control

Assistant Manager

Gloria Jeans
05.2003 - 04.2004
  • Customer Service
  • Food Preparation
  • Cash Handling
  • Stock Control

Wait Person

Aromas Brisbane International Airport
06.2002 - 02.2003
  • Customer Service
  • Food Handling
  • Cash Handling

Education

Some College (No Degree) - Front Line Management

Australian Catholic University
Brisbane, QLD

Grade 12 -

Banyo State School
Banyo, QLD, Australia

Skills

  • Customer service excellence
  • Process improvement
  • Time management
  • Critical thinking
  • Adaptability
  • Decision making
  • Documentation and reporting
  • Order management
  • Customer support
  • Payment processing
  • Data entry
  • Delivery tracking
  • Inbound call management
  • Customer focus
  • Refund processing
  • In-store assistance
  • Cultural awareness
  • Professional demeanor
  • Relationship building
  • Team development
  • Presentation skills
  • Organizational abilities
  • Communication skills
  • Relationship development
  • Articulate communication
  • Attention to detail

References

  • Glen Carlyle, Former Manager At ARC Branch Strathpine, 0428377984, glen.carlyle@arcreo.com.au
  • Andy Ward, Former Supervisor, Allianz Partners, 0488 449 541, award@allianz-assistance.com.au
  • Nikki Williams, Former Manager, Allianz Partners, 0457413773, nkeighley@allianz-assistance.com.au

References

References available upon request.

Timeline

Customer Service Officer

ARC The Australian Reinforcing Company
05.2021 - Current

OSHC Senior Case Consultant

ALLIANZ Worldwide Partners
04.2010 - 03.2018

OSHC Acting Manager

Allianz Global Assistance
11.2009 - 04.2010

OSHC Case Manager

Mondial Assistance/ Allianz Global Assistance
08.2005 - 04.2010

Trainee Duty Manager

The Coffe Club - The Gap
06.2005 - 08.2005

Manager

Gloria Jeans
04.2004 - 06.2005

Assistant Manager

Gloria Jeans
05.2003 - 04.2004

Wait Person

Aromas Brisbane International Airport
06.2002 - 02.2003

Some College (No Degree) - Front Line Management

Australian Catholic University

Grade 12 -

Banyo State School

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Viviene Kirsty Roberts