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, QLDGrade 12 -
Banyo State School
Banyo, QLD, AustraliaSkills
- 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