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