ZOE MARAGOS
Sydney,NSW
Summary
As a final-year university student with a diverse skill set and a passion for continuous learning, I am excited to discover and excel in various professional environments. Seeking a full-time role where I can apply my adaptable skills, gain valuable experience, and explore different industries to determine the best fit for my career path.
Overview
7
7
years of professional experience
Work History
Subject Matter Expert/Trainer
Teachers Mutual Bank
06.2022 - Current
- Conduct hands-on training sessions on call handling techniques, webchat etiquette, fraud detection, and policy compliance in the Contact Centre
- Facilitate onboarding assessments and shadowing programs for new hires
- Assess trainee competencies and provide feedback based on observed results during training sessions.
- Specialise in fraud inquiry handling, guiding staff on identifying suspicious activities and taking action
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Recommended changes or improvements in existing training processes as needed.
- Creating an easy customer experience, offering timely solutions that best meet the customers’ needs
- Displayed strong telephone etiquette, effectively handling difficult calls
- Investigated customer complaints in order to determine root cause then implemented action plans accordingly.
Customer Booking Representative
Pawssum Mobile Vets
01.2022 - 06.2022
- Taking inbound and outbound customer service calls assisting either clients or Vets
- Identifying leads on new clients and managing bookings
- Building strong relationships and working towards understanding the customer’s needs to ensure satisfaction with all bookings made
- Solving inquiries and offering additional services and products
- Responsible for answering any customer’s inquiries, via inbound calls, chats, and emails
Lead Generator
Smart Energy
Waterloo, NSW
05.2021 - 01.2022
- Generating leads via cold calling and door knocking
- Demonstrated strong knowledge of company’s products and policies
- Building rapport and creating customer interest by answering product questions and concerns
- Converting customer interest into set appointments
- Qualifying and managing leads through phone calls, personal consultations, and spreadsheets
- Exceeding performance targets and goals
- Representing the company of high quality and efficiency through being well-presented and helpful
- Regionally traveled all over NSW.
Customer Service Team Member
Woolworths
Wolli Creek, NSW
08.2017 - 05.2020
- Attracted potential customers by answering product questions and suggesting information about other products and services
- Cleaning duties such as sweeping, mopping, refill condiments, cleaning windows/tables, and changing rubbish bins
- Stock shelves/stock management
- Exceeding sale targets
- Demonstrated strong knowledge of store services, products, and policies.
Education
Bachelor of Commerce and Psychological Science -
Australian Catholic University
North Strathfield, NSW12-2024
Facility Commendation 2023 Recipient, Annual GPA: 6.0 -
Australian Catholic University
North Strathfield, NSW01-2023
Certificate III in Financial Services -
Institute of Strategic Management
Tier 2 Accreditation 09-2022
High School Certificate -
Saint Ursula's College
09-2019
Hospitality Certificate I & II -
Department of Education
NSW01-2019
Skills
- Positive attitude
- Quick learner
- Good communication and Interpersonal skills
- Innovative
- High attention to detail
- Strong work ethic
- Training and mentoring
- Problem-solving
- Time management abilities
- Strategic Thinking
Volunteer Engagements
- 100 hours Volunteering at BCAC nursery home- 2023
- Visiting and helping the elderly at Bupa Clemton Park for over 3 weeks- 2019
- Sandwich making for the homeless (St Vincent De Paul) - 2019
References
References upon request
Timeline
Subject Matter Expert/Trainer
Teachers Mutual Bank
06.2022 - Current
Customer Booking Representative
Pawssum Mobile Vets
01.2022 - 06.2022
Lead Generator
Smart Energy
05.2021 - 01.2022
Customer Service Team Member
Woolworths
08.2017 - 05.2020
Bachelor of Commerce and Psychological Science -
Australian Catholic University
Facility Commendation 2023 Recipient, Annual GPA: 6.0 -
Australian Catholic University
Certificate III in Financial Services -
Institute of Strategic Management
High School Certificate -
Saint Ursula's College
Hospitality Certificate I & II -
Department of Education
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