Yvette Mattock
Cranbourne,VIC
Summary
As a customer service officer with over 20 years of experience in customer service, administration, fraud investigations and dispute resolution. I am skilled in providing superior customer service, maintaining effective working relationships with internal and external stakeholders and handling and resolving customer complaints. I am seeking to secure employment within a reputable organisation as a customer service and dispute resolution officer which will encourage my desire to learn, grow and reward loyalty.
Overview
21
21
years of professional experience
Work History
Mental Health Support Worker
Insight Mental Health And Dual Disability & Home Caring
04.2022 - Current
- Working with NDIS participants with mental health and psychosocial disabilities
- Assisting clients with behaviours of concern
- Assisting individuals living with mental health illness, participate and engage in social and community activities
- Delivering quality and client-focused supports in a highly responsive manner
- Assist participants with maintaining accommodation and being in a shared living space
- Providing psychosocial support and companionship
- Working effectively from a NDIS plan, to achieve identified goals and to facilitate client's needs efficiently
- Adhering to policy and procedures of our organisation
- Implementing individuals care and service delivery plans to assist individuals to maintain independence and achieving identified goals
- Delivering high-quality person-centered support and assistance to individuals
- Helping individuals to build confidence, self-determination, and communication skills
- Provide companionship, conversation, and emotional support
- Work independently and collaboratively with my team, clients, carers, families, and other service providers.
Customer Service Officer
Veolia
07.2014 - 04.2022
- Provide superior customer service by responding to customer service bookings and enquiries
- Assist with customer issue resolution and log customer issues
- Provide information to customers in accordance with Veolia policy and procedure
- Maintain effective working relationships with internal and external stakeholders
- Review contracts and conduct necessary checks and balances to make sure contracts meet compliance standards
- Enter information from contract and sales related documentation into SAP
- Create and generate reports for internal teams
- Assist and support the Sales team to achieve high levels of customer satisfaction
- Contact sales prospects on a targeted listing and qualify them according to call script and criteria
- Handling and resolving customer complaints.
Customer Service Officer and Credit Card Fraud
ANZ and NAB
12.2003 - 07.2012
- Provide superior customer service by responding to enquiries, complaints and fraud investigations
- Effectivity communicate with customers, scheme participants and other relevant bodies
- Maintain high professionalism in communication, ensuring clarity and empathy in interactions with customers
- Ensure high level standards of data entry and maintenance
- Dispute Resolution, facilitate amicable solutions through negotiating techniques to resolve complaints swiftly
- Conflict resolution, utilise conflict resolution strategies to address and mitigate disputes, ensuring outcomes are agreeable to all parties
- Efficient issue identification and information gathering: Analytical skills, quickly analyse complaints to identify key issues and gather relevant information
- Objective judgement and ensure decisions are impartial and based on evidence
- Maintain transparency in decision making processes to uphold fairness
- Prioritise and manage time effectivity and ensure accessibility
- Identify and make appropriate referrals to internal and external parties prompty
Education
Advance Diploma in Community Sector Management -
Partners in Training
01.2024
Diploma in Alcohol and other drugs -
Partners in Training
01.2023
Diploma in Mental Health -
Partners in Training
01.2022
Diploma in Community Services -
Chisholm Institute
01.2022
Certificate 4 in Business -
Technology Institute of Victoria
01.2013
Certificate 3 in Business Management -
Chisholm Institute
01.2011
Skills
- Passionate about providing an outstanding customer experience
- Strong ability to build relationships and take ownership to understand and assist the customer
- Ability to resolve conflict quickly
- Resilience and an ability to work under pressure
- Active listening skills with ability to empathise
- Sound judgement and decision-making skills
- Ability to work independently and in collaboration with others
- Exceptional verbal and written communication skills
- High attention to detail and data accuracy skills
- Ability to work well within a team environment
- Intermediate computer skills and numerical skills
- Excellent time management skills and abilities to meet deadlines
- Excellent written and verbal communication skills
- Current computer literacy includes use of Microsoft Office, SAP, Salesforce, Google Suite
References
- Amanda Fegan, Team leader, Veolia, amanda.fegan@veolia.com.au, 03 8769 0784, 0459 070 439
- Rachel Patterson, National Manager, Veolia, rf.patteron@hotmail.com, 0402 106 206
Timeline
Mental Health Support Worker
Insight Mental Health And Dual Disability & Home Caring
04.2022 - Current
Customer Service Officer
Veolia
07.2014 - 04.2022
Customer Service Officer and Credit Card Fraud
ANZ and NAB
12.2003 - 07.2012
Advance Diploma in Community Sector Management -
Partners in Training
Diploma in Alcohol and other drugs -
Partners in Training
Diploma in Mental Health -
Partners in Training
Diploma in Community Services -
Chisholm Institute
Certificate 4 in Business -
Technology Institute of Victoria
Certificate 3 in Business Management -
Chisholm Institute
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