Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Zenaydia Hogno

Mango Hill,QLD

Summary

  • Highly adaptable individual bringing 12 years of experience in customer service roles. Motivated professional with well-developed skills in task prioritisation and team leadership.
  • Astute Call Centre professional offering polished communication skills. Self-motivated and a true team player.
  • Knowledge and understand of customer service importance and work timeframe mannerisms.
  • Dedicated Team Leader with history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.

Overview

12
12
years of professional experience

Work History

Contact Centre Consultant

Brisbane City Council
11.2023 - Current
  • Resolved customer enquiries by listening, analysing and escalating where necessary, ensuring fair and professional service at all times.
  • Partnered with Team Leaders to achieve KPIs, contributing to a culture of feedback, performance and continuous improvement.
  • Managed service requests, complaints, and transactions while maintaining strong stakeholder relationships and a ‘One Council’ attitude.
  • Conducted customer surveys and supported initiatives to enhance service quality and customer satisfaction.

Customer Engagement Enablement Advisor

Suncorp Group
08.2022 - 06.2023
  • Design, deliver and manager key initiatives from Claims Customer Engagement
  • Embedment of projects into the business, including tracking and monitoring of issues and risks to ensure effective change integration into the business; review, inform and endorse communications
  • Act as a primary conduit into the business for initiatives
  • Connect with various stakeholders across multiple areas to support initiatives and create solutions
  • Support and embed digital adoption strategy

Motor Claim Services Leader

Suncrop Group
09.2021 - 08.2022
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Dedicated Team Leader with history of meeting company goals utilising consistent and organised practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organisational brand.
  • Coached claim specialists on service techniques and provided feedback through our Quality Assurance program and conversation model.
  • Established open and professional relationships with team members.
  • Molded team and embraced change to adapt within dynamic market.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Carried out day-to-day duties accurately and efficiently.

Motor Claims Assisted Digital Specialist

Suncorp Group
01.2021 - 09.2021
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Exceeded goals through effective task prioritisation and great work ethic.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Motor Claims Specialist

Suncorp Group
01.2020 - 01.2021
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving ready to work.

Customer Service Team Support

Woolworths Supermarket
04.2017 - 09.2019

Customer Service Manager (Relief)

Woolworths Supermarket
01.2019 - 06.2019

Customer Service Supervisor

Woolworths Supermarket
05.2013 - 04.2017

Education

Pine Rivers State High School
2015

Skills

  • Customer service background
  • Verbal and written communication
  • Problem-solving skills
  • Active Listening
  • Analytical and Critical Thinking
  • Teamwork and Collaboration
  • Organisation and Time Management
  • Flexible and Adaptable
  • Interpersonal Communication
  • Strong leadership abilities

References

  • Asha Martin | Team Leader

Email: asha.martin@brisbane.qld.gov.au

Timeline

Contact Centre Consultant

Brisbane City Council
11.2023 - Current

Customer Engagement Enablement Advisor

Suncorp Group
08.2022 - 06.2023

Motor Claim Services Leader

Suncrop Group
09.2021 - 08.2022

Motor Claims Assisted Digital Specialist

Suncorp Group
01.2021 - 09.2021

Motor Claims Specialist

Suncorp Group
01.2020 - 01.2021

Customer Service Manager (Relief)

Woolworths Supermarket
01.2019 - 06.2019

Customer Service Team Support

Woolworths Supermarket
04.2017 - 09.2019

Customer Service Supervisor

Woolworths Supermarket
05.2013 - 04.2017

Pine Rivers State High School
Zenaydia Hogno